Marriott didn't return brand standards as claimed
May 27, 2021, 7:00 pm
#76
Join Date: Aug 2006
Location: ATL, BHM, DUB, County Wexford
Programs: DL DM, AA ExPlt, Diamond HH, HY, BW, & Titanium Elite Marriott
Posts: 4,863
I stayed at the Westin National Harbor and they did not offer a welcome choice. When I brought it up they tried to squirm out of it. Said it would take a few days to investigate. Got a rude email saying I was getting 18K and the matter is closed. NOT the $100 that is supposed to be the guarantee benefit when they fail.
May 28, 2021, 11:29 am
#77
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Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
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I stayed at the Westin National Harbor and they did not offer a welcome choice. When I brought it up they tried to squirm out of it. Said it would take a few days to investigate. Got a rude email saying I was getting 18K and the matter is closed. NOT the $100 that is supposed to be the guarantee benefit when they fail.
May 28, 2021, 11:43 am
#78
Join Date: Aug 2006
Location: ATL, BHM, DUB, County Wexford
Programs: DL DM, AA ExPlt, Diamond HH, HY, BW, & Titanium Elite Marriott
Posts: 4,863
May 28, 2021, 1:48 pm
#79
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Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
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Posts: 100,404
May 28, 2021, 2:41 pm
#80
Join Date: Aug 2006
Location: ATL, BHM, DUB, County Wexford
Programs: DL DM, AA ExPlt, Diamond HH, HY, BW, & Titanium Elite Marriott
Posts: 4,863
May 29, 2021, 6:27 pm
#81
Join Date: Feb 2008
Location: Honolulu / DC
Programs: UA 1K /2mm / Marriott Lifetime Titanium , Hilton Diamond
Posts: 1,051
the Marriott in Tysons Corner earlier this year was selling rooms that came with breakfast and rooms with lounge access even though there was no lounge or restaurant open. And unapologetic.
Sep 19, 2021, 5:16 pm
#82
Join Date: Feb 2020
Posts: 1,203
Is this compliant with Bonvoy terms ? This is for a Westin resort in Canada:
However, their restaurant is open for buffet breakfast at the same time.
- Welcome Gift: For our Platinum, Titanium and Ambassador Elite members, available choice are follow:
- Choice of points
- Choice of a local gift
- Choice of a continental breakfast for 2, delivered to the room only.
However, their restaurant is open for buffet breakfast at the same time.
Sep 19, 2021, 5:34 pm
#83
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Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
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https://www.flyertalk.com/forum/marr...explained.html
Sep 20, 2021, 3:49 pm
#84
Join Date: Oct 2009
Location: YXU / YUL
Programs: AA LT Gold, Aeroplan, Marriott Titanium (LT Platinum), HH Diamond
Posts: 407
Sep 20, 2021, 6:40 pm
#85
Join Date: Mar 2011
Location: New York, NY
Programs: AA ExPl, DL PM, UA Silver, Hyatt Globalist, Marriott Titanium, probably some others
Posts: 4,097
I also had this happen at the Sheraton in Brooklyn. Was moved there from the Aloft. Hotel did not offer breakfast as an option at checkin and said they could only offer points. Got to the room and the hotel was selling room service breakfast to guests. Restaurants in the hotel were also open. Inquired with Marriott and was told that the hotel did not need to offer me breakfast because the restaurants in the hotel were third-party restaurants. Asked how the hotel could be offering room service breakfast to guests without an in-house restaurant that would qualify for Platinum breakfast and got no reply.
Sep 21, 2021, 7:57 am
#86
Join Date: Aug 2001
Location: Wayne, PA USA
Programs: DL MM, Marriott Bonvoy Lifetime Titanium, HHonors Gold
Posts: 7,242
I also had this happen at the Sheraton in Brooklyn. Was moved there from the Aloft. Hotel did not offer breakfast as an option at checkin and said they could only offer points. Got to the room and the hotel was selling room service breakfast to guests. Restaurants in the hotel were also open. Inquired with Marriott and was told that the hotel did not need to offer me breakfast because the restaurants in the hotel were third-party restaurants. Asked how the hotel could be offering room service breakfast to guests without an in-house restaurant that would qualify for Platinum breakfast and got no reply.
Sep 21, 2021, 10:32 am
#87
Join Date: Apr 2021
Location: Manhattan, Palm Beach Island, San Francisco, Boston, & Hong Kong
Programs: Lifetime United Global Services, Delta Plat, Hyatt Globalist, Marriott Ambassador, & Hilton Diamond
Posts: 3,165
Sep 21, 2021, 11:38 am
#88
Join Date: Mar 2011
Location: New York, NY
Programs: AA ExPl, DL PM, UA Silver, Hyatt Globalist, Marriott Titanium, probably some others
Posts: 4,097
As a followup, I was told today by Marriott customer care:
I can't believe we're still doing this whack-a-mole two years into this program and I have to quote Marriott's terms and conditions to customer care.
The Elite Benefits do not have a breakfast guarantee. The only breakfast offered to Elite guests on a complimentary basis is associated with the lounge access. If the lounge is closed, the hotel has the option to offer breakfast in the restaurant or points in the account. The choice of what they offer is at the discretion of the hotel. The Lounge Access Elite Benefit is also dependent on brand participation. Sheraton brandedproperties are not required to participate or offer compensation if the lounge and associated breakfast is not open.
Sep 21, 2021, 3:24 pm
#89
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Join Date: Apr 2013
Location: PHX
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Sep 21, 2021, 4:27 pm
#90
Join Date: Aug 2003
Location: Northern California
Programs: I want to be free! Free!
Posts: 3,455
It's one of those things they have no incentive to fix. Property knows it's cheaper to pay for MarriottPesos versus breakfast. Franchisor gets paid on MarriottPesos but not free breakfasts. Win/Win/Lose.
They're training customers to keep their expectations low and deliver just enough below those low standards to not make the hassle of getting what you're owed on the lowered standard worth the time. That behavior has lost Marriott, its owned properties, and its franchisees 100% of my business it had previously, but the McKinsey excel jockey with their history degree from Princeton has assured them I am the anomaly. Time will tell!
They're training customers to keep their expectations low and deliver just enough below those low standards to not make the hassle of getting what you're owed on the lowered standard worth the time. That behavior has lost Marriott, its owned properties, and its franchisees 100% of my business it had previously, but the McKinsey excel jockey with their history degree from Princeton has assured them I am the anomaly. Time will tell!