Has Marriott always been this virulently anti-guest?
Mar 14, 2019, 8:27 am
#16
Join Date: Feb 2008
Location: In the air
Programs: Hyatt Globalist, Bonvoy LT Plat, Hilton Gold, GHA Tit, BA Gold, Turkish Elite
Posts: 8,713
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.
Last edited by hhoope01; Mar 16, 2019 at 7:38 pm Reason: Removed masked profanity per FT rule 16
Mar 14, 2019, 9:10 am
#17
Join Date: Feb 2009
Location: SEA
Programs: UA SP, DL SM MM, AS 75K, SPG Platinum, Hyatt Diamond.
Posts: 2,596
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).
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.
Mar 14, 2019, 9:29 am
#19
Join Date: Aug 2001
Location: Toronto, Canada
Programs: Liftime Titanium Elite Marriott
Posts: 1,752
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.
Mar 14, 2019, 9:37 am
#20
Join Date: Jan 2019
Programs: Aeroplan, BA Executive, AMEX MR
Posts: 108
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.
Mar 14, 2019, 9:42 am
#21
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,369
Mar 14, 2019, 9:59 am
#22
Join Date: Feb 2009
Location: SEA
Programs: UA SP, DL SM MM, AS 75K, SPG Platinum, Hyatt Diamond.
Posts: 2,596
Mar 14, 2019, 10:07 am
#23
Join Date: Jul 2001
Programs: Marriott LT Tit; Hyatt Explorist; Hilton CC Gold; IHG CC Plt; Hertz (MR) 5 star
Posts: 5,536
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.
Things are different under Arne's team.
Mar 14, 2019, 10:12 am
#24
Join Date: Mar 2011
Programs: Delta Skymiles
Posts: 1,982
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...
Mar 14, 2019, 10:40 am
#26
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
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.
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.
Mar 14, 2019, 10:48 am
#27
FlyerTalk Evangelist
Join Date: Oct 2003
Location: Floating around
Programs: UA 1K (1MM), DL Gold (1MM), Marriott LTT
Posts: 10,335
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
Some of the rest might be spot on.
-RM
Mar 14, 2019, 11:02 am
#28
Join Date: Apr 2003
Location: SLC/HEL/Anywhere with a Beach
Programs: Marriott Ambassador; AA EXP 3MM; AS MVP, Hilton Gold, CH-47/UH-60/C-23/C-130 VET
Posts: 5,234
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.
Mar 14, 2019, 11:06 am
#29
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
Mar 14, 2019, 11:59 am
#30
Join Date: Feb 2009
Location: SEA
Programs: UA SP, DL SM MM, AS 75K, SPG Platinum, Hyatt Diamond.
Posts: 2,596
Chances are you only stayed at SPG as a non-elite, or after the merger, when it was no longer SPG in any way shape or form.