Originally Posted by mahasamatman
(Post 30886272)
Absolutely. There are dozens of threads with hundreds of posts in the old SPG forum about how people had to beg and threaten for upgrades, yet the OP claims that upgrades were always cheerfully offered.
The bottom line is that people are blinded by nostalgia and fearful of change. And those people will forever be unhappy no matter what happens. |
Originally Posted by Mustang Sally
(Post 30885965)
You're right, perhaps 'virulently anti-guest' is indeed a bit strong. What about...
Not exactly customer centric Pathetically inept Clueless Confusing Overly complex Inconsistent Incongruous with a positive experience Lacking customer focus Unable to fulfill basic expectations Total shambles IT disaster Communications joke Asleep at the proverbial switch Feel free to add your own perspective on this, but Marriott has done little else but screw up. (And no, breakfast is not included). I would add hostile. |
Sounds like Bonvoy has opened the Air Canada playbook circa 1995. Hopefully they get it together and this is just the pain of merging two systems.
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Originally Posted by bennyg2
(Post 30886631)
Sounds like Bonvoy has opened the Air Canada playbook circa 1995. Hopefully they get it together and this is just the pain of merging two systems.
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Originally Posted by tfong007
(Post 30886654)
Only good thing at the time was paying executive class and flying in a legacy Canadian craft in an actual first class seat. Oh those were the days.
They figured themselves out, hopefully Bonvoy will as well. I don't think they are "anti-guest", it's just a transition and for the record, I ran into plenty of salty SPG property staff and managers too. The Westin Excelsior Rome comes to mind where I received 50,000 points (3 years ago) as compensation for a room with stains on the sheets and floor AND a manager that told me I could take my American attitude somewhere else (I'm Canadian soooooo that conversation didn't end well as I not so politely told him to eat a moose knuckle). What I do remember though was how awesome SPG back-office care was. I sent them pictures and a nicely worded email and they took a day to take care of it. Even got a weak apology from the hotel manager. Anyways, point is be understanding where you can and where you can't, be firm but polite in demanding they step up. Unless they call you an American, in which case, swear at him in French. :D |
Originally Posted by beofotch
(Post 30884524)
Remember with Bonvoy the guests are the product.
The actual customers are the hotel property owners I initially read this as "guests are the problem" rather than "guests are the product." |
Originally Posted by MSPeconomist
(Post 30886702)
I initially read this as "guests are the problem" rather than "guests are the product." |
When Bill Marriott was in charge, the emphasis was on the customer. Things started to go downhill in 2009 when Arne was promoted to President and COO. Bill Marriott's team enforced contracts with franchisees with an iron fist, almost always ruling in favor of the customer.
Things are different under Arne's team. |
I have found Marriott to be an absolutely nightmare to deal with compared to my experiences as a Starwood preferred guest. Even at former Starwood properties I stayed at under the previous regime I now find beyond anti-consumer in their practices. I have moved most of my stays to Hilton and Hyatt for differing reasons, and am using up my remaining Starpoints or whatever they are being called this week...
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Mine was better than yours.
Things aren't as good as they used to be. I'm going somewhere else. |
Originally Posted by iflyjetz
(Post 30886814)
When Bill Marriott was in charge, the emphasis was on the customer. Things started to go downhill in 2009 when Arne was promoted to President and COO. Bill Marriott's team enforced contracts with franchisees with an iron fist, almost always ruling in favor of the customer.
Things are different under Arne's team. But, having once chatted with Bill in a random concierge lounge, seen him chatting with others, making notes, and having someone give me his "office" phone number in case I ever needed assistance, it was clear the emphasis was on the customer and standards. Too bad Arne came from the finance side ... and is focused on analytics rather than customers/standards. |
Lounge closed = breakfast in the restaurant or extra points (750 a day). Don't let the OP fool you.
Some of the rest might be spot on. -RM |
Originally Posted by RobOnLI
(Post 30886999)
Lounge closed = breakfast in the restaurant or extra points (750 a day).
-RM As for legacy SPG properties, breakfast is always offered but can be radically inconsistent, even at the hotel. At one W, its a select list of 2-3 viable options. At another W, its a $25 credit toward anything on the menu. At another W, its three breads (muffin/crescent/pastry), coffee and juice. At one Westin I've stay at, some days, its anything I want on the menu within reason and other days, its a choice of oatmeal or fruit and yoghurt, with juice and coffee. |
Originally Posted by DJ_Iceman
(Post 30884857)
If you swap "SPG" for "Marriott" in the OP's post, I would agree. Marriott always treated me as a valued guest; SPG screwed me every time I made the mistake of staying at one of their properties.
As one with over 1,500 nights, I speak from experience. |
Originally Posted by DJ_Iceman
(Post 30884857)
If you swap "SPG" for "Marriott" in the OP's post, I would agree. Marriott always treated me as a valued guest; SPG screwed me every time I made the mistake of staying at one of their properties.
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