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Changes to Marriott Bonvoy Stays and Services Due to Covid (Discussion Thread)

Changes to Marriott Bonvoy Stays and Services Due to Covid (Discussion Thread)

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Old May 26, 21, 10:51 pm   -   Wikipost
Please read: This is a community-maintained wiki post containing the most important information from this thread. You may edit the Wiki once you have been on FT for 90 days and have made 90 posts.
 
Last edit by: seawolf
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Per Marriott Lurker II in post #608:

Due to the rapidly evolving situation with COVID-19, our Elite Benefit compensation related to our Ultimate Reservation Guarantee, Room Type Guarantee, Welcome Gifts, and Lounge access has been placed on hold.

We appreciate your understanding during these challenging times.
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Old Sep 14, 20, 12:57 pm
  #706  
 
Join Date: Mar 2017
Location: British Columbia
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Originally Posted by Kacee View Post
Always good elite treatment at this property. Love the corner suites. Though when I was there last in June, they were not offering lobby Starbucks credit.
My experience as well. I can't recall not being upgraded to a suite. For $109 and a door-dash dinner, it was perfect for the now all too popular "we can't get you there in a day" flight connections. My only criticism would be that the building exterior needs a good cleaning so I can better enjoy the unobstructed views over LAX from the corner suite.

It was my first hotel stay in 158 days. With Titanium bonus, welcome points & the stay promotion, a cool 5,408 points. The "topper;" it was also my 400th night and I turned LTG.

James
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Old Sep 14, 20, 3:16 pm
  #707  
 
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Bonvoy confirmed via the Insiders FB group, the suspension is extended to 12/31
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Old Sep 14, 20, 3:20 pm
  #708  
 
Join Date: Jul 2018
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To me, the most disconcerting part of this by far is the apparent suspension of the Ultimate Reservation Guarantee. I was walked from a Fairfield in KS last month with no explanation and no offer of any assistance whatsoever. I have been going back and forth with Marriott Bonvoy to obtain some reasonable level of compensation. The guarantee for a Fairfield specifies 90,000 points and $100. I spent more than $100 extra just to find a room 30 miles away that night at a Courtyard that was nearly sold out. I understand why hotels can't offer all the same perks at the same levels to their now-more-more limited clientele (breakfast, etc.), and I know they are under enormous financial pressures. Still, it makes no sense to me that a hotel can ignore a Bonvoy reservation and chalk it up to COVID-related disruption when that hotel is open for business (and presumably sold out).
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Old Sep 14, 20, 3:26 pm
  #709  
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Originally Posted by DreamHigh View Post
Bonvoy confirmed via the Insiders FB group, the suspension is extended to 12/31
Geez.
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Old Sep 14, 20, 3:46 pm
  #710  
 
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Originally Posted by DreamHigh View Post
Bonvoy confirmed via the Insiders FB group, the suspension is extended to 12/31
I just received Platinium. Got 15 nights booked.😔 Grab and go bags here I come.
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Old Sep 14, 20, 5:59 pm
  #711  
 
Join Date: Aug 2020
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Originally Posted by cmd320 View Post
Personally I have yet to encounter a hotel that normally offers suites but isnt currently. Of course YMMV, but in general theyre happy to sell you a suite for 3x the price of a standard room, even if it takes 2x the time to clean.
FWIW, at the Hampton Inn where I am currently typing this post from, the top floor of the hotel is where 90% of the property's suites are. The management company/the owner decided to have that floor closed off the second week of March and it's still closed. There are Gold and Diamond members who ask about upgrades regularly and know that it's basically a whole floor of king suites but they are told no simply because demand doesn't warrant opening it. Business is at best 1/3 of what it was last year and in kind the housekeeping staff has been slashed to the bone and beyond. That floor will stay closed indefinitely along with the pool/fitness room and any semblance of the prior breakfast format.

I'm not trying to disparage anyone's opinions but I truly don't think people understand how precarious certain hotel's situations are. I've done this in some form for over two decades and I've got friends/former collegues at a lot of properties across several Hilton/Marriott brands. I know people at two locations that have temporarily ceased operations or one at a Courtyard that last week got it's airport shuttle repossessed. Sure there are pockets here and there where the market has recovered somewhat (near national parks and beaches) but the average especially select service property is hurting big time and amenities will only come back once demand warrants it for a considerable period of time, not the other way around. People don't want to hear it, but it's true. Standards are on a pause or hiatus and no brand is going to crack the whip any time soon unless they want more temporary/permanent closures.
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Old Sep 14, 20, 6:38 pm
  #712  
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Originally Posted by DreamHigh View Post
Bonvoy confirmed via the Insiders FB group, the suspension is extended to 12/31
There's nothing like an official public announcement regarding changes to the T&Cs. Bonvoy!
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Old Sep 14, 20, 6:52 pm
  #713  
 
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Originally Posted by DreamHigh View Post
Bonvoy confirmed via the Insiders FB group, the suspension is extended to 12/31
Is there an official publication stating the original suspension or even the extension?
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Old Sep 14, 20, 7:59 pm
  #714  
 
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I have mixed feelings. I definitely feel for hotel operators and staffs in these unprecedented times, and am willing to cut them a lot more slack than I normally would.

On the other hand, I also feel that hotels should be rolling out the red carpet to ANY guests right now, and especially elite members of loyalty programs. As I've said in other threads, this crisis offers properties an opportunity to demonstrate their commitment to hospitality.

Flipping the coin again, though, hotels are really screwed here. A previous poster said it would be nice to come into their room and find a bottle of wine on ice. I agree, but I can just imagine the over-the-top thread started here by a COVID-phobe along the lines of "How DARE they have someone in my room and leave a virus-riddled bottle of wine?!" Or, "I don't drink and wish they had just taken $10 off my room rate." Or, "They left a cheap bottle of swill that I just dumped down the drain--don't they value my business enough to give me a better bottle than that?!"

And regarding free breakfasts, which I still can't wrap my head around why people care so much, some people here need to reevaluate how "elite", loyal, and important to a hotel's bottom line they really are if they're going to make stay decisions based off whether or not they get a free muffin and coffee in the morning. Hotels may be happy to shed such folks to other chains, even in a pandemic with occupancy levels so low.
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Old Sep 14, 20, 8:20 pm
  #715  
 
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Originally Posted by DreamHigh View Post
Bonvoy confirmed via the Insiders FB group, the suspension is extended to 12/31
The way Marriott (and other brands) enforces these standards is through audits to ensure the local hotels are enforcing rules. Based on current trends, I would expect audits to be suspended through 1Q21 and potentially through June 2021.
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Old Sep 14, 20, 8:25 pm
  #716  
 
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Originally Posted by The Road Goes On Forever View Post
Sure there are pockets here and there where the market has recovered somewhat (near national parks and beaches) but the average especially select service property is hurting big time...
And the thing is, the average select service hotel is doing better (definitely in terms of occupancy, and even rate in many situations) than the average full service property.
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Old Sep 14, 20, 8:37 pm
  #717  
 
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Originally Posted by MSPeconomist View Post
There's nothing like an official public announcement regarding changes to the T&Cs. Bonvoy!
Technically T&Cs didnt change, just suspended (Indefinitely at this point)

Originally Posted by damnyourefine View Post
Is there an official publication stating the original suspension or even the extension?
technically the lurker comments can be seen as an official publication, though many will disagree. One can also argue that the what to expect site slowing updating by property is an announcement until further notice. Lets not kid ourselves, even if there is an official posting on Marriott website, no one here cares to hear why its implemented anyway. Vote with your wallet.
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Old Sep 14, 20, 9:49 pm
  #718  
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Originally Posted by DreamHigh View Post
Bonvoy confirmed via the Insiders FB group, the suspension is extended to 12/31
Boooooooooooooooooooooooooooooooooooooo!

David
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Old Sep 14, 20, 11:13 pm
  #719  
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I've received only the continental breakfast (served in the restaurant) at many luxury properties in Europe, although it might be priced $35 or more per person. In places where the hotel restaurant only offers a buffet, you might get access to the entire buffet or they might specify only cold items or only items in a certain area of the buffet.
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Old Sep 15, 20, 12:15 am
  #720  
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I found it for a hotel. It was on the hotel's own website homepage, on the second of two red banners across the top.

Information about the restaurant was good, but elite benefits were vague (lounge closed could mean executive lounge or the lobby lounge, grab and go breakfast for purchase didn't mention elites, Bonvoy benefits list was mobile check in/mobile request etc. with a line at the bottom stating "Available benefits vary by location and membership tier", which of course is completely uninformative.
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