Sep 9, 2020, 7:01 am
Last edit by: seawolf
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.
Changes to Marriott Bonvoy Stays and Services Due to Covid (Discussion Thread)
May 16, 2021, 8:05 am
#1411
Join Date: Jan 2014
Posts: 687
as I’ve mentioned in this thread. I would do all my communication via the in app chat feature to have everything documented.
May 16, 2021, 8:28 am
#1412
Join Date: Aug 2006
Location: ATL, BHM, DUB, County Wexford
Programs: DL DM, AA ExPlt, Diamond HH, HY, BW, & Titanium Elite Marriott
Posts: 4,864
Well they have breakfast, they just did not offer me any options or mention it at check in.
May 16, 2021, 8:31 am
#1414
Join Date: Aug 2006
Location: ATL, BHM, DUB, County Wexford
Programs: DL DM, AA ExPlt, Diamond HH, HY, BW, & Titanium Elite Marriott
Posts: 4,864
I am on the app now. Just send a request for manager and follow up with, "I want to make a claim for not offering a welcome gift choice"
May 16, 2021, 9:03 am
#1416
Join Date: Jan 2014
Posts: 687
May 16, 2021, 9:11 am
#1417
Join Date: Aug 2006
Location: ATL, BHM, DUB, County Wexford
Programs: DL DM, AA ExPlt, Diamond HH, HY, BW, & Titanium Elite Marriott
Posts: 4,864
I am a little confused about Westin, Marriott is straight forward. The spreadsheet I read show no guarantee for lounge when closed, it says N/A. For welcome it shows 1000 or breakfast for two or $100. That one I am sure I am eligible for, but the lounge being closed appears to be nothing.
May 16, 2021, 9:22 am
#1418
Join Date: Aug 2006
Location: ATL, BHM, DUB, County Wexford
Programs: DL DM, AA ExPlt, Diamond HH, HY, BW, & Titanium Elite Marriott
Posts: 4,864
It appears all that I am eligible to request is $100 based on my reading. Am I correct or am I missing something?
May 16, 2021, 9:33 am
#1419
Join Date: Aug 2006
Location: ATL, BHM, DUB, County Wexford
Programs: DL DM, AA ExPlt, Diamond HH, HY, BW, & Titanium Elite Marriott
Posts: 4,864
Joe the director of operations, 2nd in command states that he has to do an investigation because his staff was supposed to offer me the option and since they did not, he needs to investigate and it will take a couple of days for him to do that.
May 16, 2021, 9:34 am
#1420
Join Date: Jan 2014
Posts: 687
I am a little confused about Westin, Marriott is straight forward. The spreadsheet I read show no guarantee for lounge when closed, it says N/A. For welcome it shows 1000 or breakfast for two or $100. That one I am sure I am eligible for, but the lounge being closed appears to be nothing.
May 16, 2021, 10:20 am
#1421
Join Date: Dec 2018
Programs: $9 Fare Club
Posts: 1,485
Are hotels allowed to choose the welcome amenity for you? I refer to ones in which breakfast is being sold but not given to elites as an amenity. Usually the reply is “we’ve gone ahead and given you 1,000 points.” People on here seem to think that’s not okay but since when has someone from Marriott come out and agreed?
I've asked the Marriott folks on here numerous times to confirm if that is not the case, however they have declined to make any confirmation either way. Which says a lot about where customer service and brand standards are at right now.
May 16, 2021, 11:00 am
#1422
Join Date: Mar 2014
Location: SJC/BUR
Programs: Hyatt Diamond, IHG Platinum, Hilton Gold, Club Carlson Gold, Starwood Gold
Posts: 1,089
These days, the answer to that is yes.
I've asked the Marriott folks on here numerous times to confirm if that is not the case, however they have declined to make any confirmation either way. Which says a lot about where customer service and brand standards are at right now.
I've asked the Marriott folks on here numerous times to confirm if that is not the case, however they have declined to make any confirmation either way. Which says a lot about where customer service and brand standards are at right now.
May 16, 2021, 2:47 pm
#1423
Join Date: Jan 2014
Posts: 687
These days, the answer to that is yes.
I've asked the Marriott folks on here numerous times to confirm if that is not the case, however they have declined to make any confirmation either way. Which says a lot about where customer service and brand standards are at right now.
I've asked the Marriott folks on here numerous times to confirm if that is not the case, however they have declined to make any confirmation either way. Which says a lot about where customer service and brand standards are at right now.
I would continue to press for compensation if no choice is given - meaning you asked for the choice and they said there’s not a choice as opposed to them just not offering.
May 16, 2021, 6:29 pm
#1424
Join Date: Aug 2006
Location: ATL, BHM, DUB, County Wexford
Programs: DL DM, AA ExPlt, Diamond HH, HY, BW, & Titanium Elite Marriott
Posts: 4,864
Got a response, the tone I am reading into it seems a little blunt. I would have been happy with that response otherwise. It was off-putting how the D.O. handled our conversation and that there was no manager in the hotel.
EDITED OF COURSE:
"Thank you for reaching out to Marriott Corporate Customer Care. I welcome the opportunity to assist you.
I spoke to *** on site. To resolve this issue, I will issue you 18,000 points which is equivalent to $100 worth of points. I want to apologize for any inconvenience you may have encountered. There will be no further compensation provided. (seems rude to add that)
Please let me know if you have any additional questions or if I can be of further assistance! I hope you have a wonderful day"
JMHO, but maybe I am reading too much into that.
EDITED OF COURSE:
"Thank you for reaching out to Marriott Corporate Customer Care. I welcome the opportunity to assist you.
I spoke to *** on site. To resolve this issue, I will issue you 18,000 points which is equivalent to $100 worth of points. I want to apologize for any inconvenience you may have encountered. There will be no further compensation provided. (seems rude to add that)
Please let me know if you have any additional questions or if I can be of further assistance! I hope you have a wonderful day"
JMHO, but maybe I am reading too much into that.
May 16, 2021, 8:39 pm
#1425
Join Date: Dec 2018
Programs: $9 Fare Club
Posts: 1,485
They're essentially paying you off.
I'm minded of that scene from Fight Club where they're discussing the cost of car recalls via-a-vis the cost of the recall versus the cost of paying out compensation claims. I figure something similar is going on here, the cost savings of electing to not provide breakfast versus the cost of throwing a few thousand points to those who complain. Whichever is cheaper is what happens.
I'm minded of that scene from Fight Club where they're discussing the cost of car recalls via-a-vis the cost of the recall versus the cost of paying out compensation claims. I figure something similar is going on here, the cost savings of electing to not provide breakfast versus the cost of throwing a few thousand points to those who complain. Whichever is cheaper is what happens.