Inconsistent loyalty perks
 

Thought I'd share a recent experience with you all.
Stayed in a Moxy hotel, which I've stayed in several times before, always as a Gold Member of Marriott Bonvoy.
Upon check in I've been offered the usual welcome thank you and perks that go with Gold Membership.
However on last visit, all I got was a thank you and a chance to 'spin the wheel' for a chance to be 'win' some relatively worthless 'gifts'.
After getting settled I enquired if the usual perks for Gold Membership had changed, and was told no.
Took the case up with Marriott customer services who confirmed the Gold perks remained the same and they should have been offered to me, as a sorry they awarded me some bonus points and said they would contact the hotel to put them straight.
Then followed a week of emails and phone calls from the hotel, trying to justify their position, stating the Gold perks are offered at 'their discretion' and its just not possible to offer them to every Gold member.
To begin with Marriott customer services totally disagreed with this stance and awarded me further bonus points as an apology.
Two days later I received another phone call from the hotel management, stating Marriott customer services were wrong in their view and that their discretionary stance is corporate policy.
Fed up I suggested the hotel takes this up with customer services as I have no wish or desire to be involved any further.
Four days later I received an email from customer services stating that they now view the hotels policy as legitimate.
Therefore the hotel is free to choose who they offer loyalty perks to, regardless of your status. Therefore all the young, attractive, no doubt wealthy types are likely to fair considerably better than the rest of us.
Anyone else had similar?

What Gold perks do Moxy hotels offer?

Dear 240dae,

We are sorry for the confusion. Regarding the Benefits of Marriott Bonvoy® Gold Elite Status, please refer to our Help Article: https://help.marriott.com/s/article/Article-22350 for the details.

If you can send a private message to us with below information, we will be pleased to look into further for your feedback.

- Your full name
- Your member account number
- Your email address associated with member account
- The relevant stay details (hotel name, stay date or confirmation number)
- The Customer Service Case number (if you have)
- The Gold Elite Member benefits you received from the hotel

Best Regards,

Carrie L
Specialist Social Media Care
Marriott International
[email protected]

I think you might be misreading your good fortune at being offered upgrades (?) on previous stays as a guaranteed benefit. Many benefits are (and always have been) discretionary, based on the (somewhat nebulous) "availability" which applies to every tier.

A Gold member is guaranteed to receive:

* 25% bonus earning on points
* WiFi

A Gold member might receive, based on "availability" (which is discretionary, it does not mean "an upgrade if there is a better room without a guest"):

* 2pm late checkout
* A room upgrade

Scroll down to Elite Benefits by Tier on Elite Membership Tiers.

Receiving an upgrade as a Gold member at any hotel is pretty uncommon. Moxy hotels specifically are not very upgrade friendly because they do not have a large pool of different room types. Moxy hotels maximise the number of rooms, which means a lot of the lowest category of room, and a smaller number of the larger rooms.

Gold is a very common membership level. The specific hotel and location is important but in general most Marriott hotel guests will be Gold or above. Gold can be attained without any hotel stays (through credit card partnerships). Exact numbers aren't available but it's likely there are tens of millions of Gold members. You'll sometimes find hotels displaying a breakdown of their guests by level, e.g: https://www.reddit.com/r/marriott/co...ere_all_elite/.

Don't worry about being old and ugly, you can still earn Ambassador status. An old and ugly Ambassador will receive more hotel perks than a young and hot Gold member.

Sounds like a reminder to me. I might still have a chance?

How did you know the OP is young and hot.

Young, attractive, and wealthy have nothing to do with it - One must be a Diamond guest in order to get a suite for one's giraffe.

I don’t think anyone is in a position to give particularly helpful answers to this one at the moment : could you detail which specific perks of Gold membership are being inconsistently offered ?

I stayed at a Moxy once as Titanium.
I even booked some interesting package rate that no one at the hip check-in / bar area could help me with. I figured that I was not hip enough to appreciate the Moxy concept.
I did not get any elite benefits - not expecting.
I did not get any of the rate benefits - expected.
I have only once stayed at a Moxy.

for Elite Benefits, the lower-end brands do not have much to offer, maybe a free drink coupon and some bottles of Water. The benefits get a lot better at the higher-end hotels, since they have a lot of suites, nice clubs, etc to offer.

Though as a Gold, probably not advisable to expect anything beyond free internet and a 2 pm checkout. Plat is really the minimum for any meaningful benefits.

More precisely, former high end SPG hotels have lots of suites. Marriott legacy hotels generally do not.

Moxy for rich and hip... Really? I thought Moxy was the Marriott's version of Motel 6.

Uh yeah, rich and hip are not staying at a "Moxy" unless they have to.

This thread did give me a good laugh though...you had me at "Gold Member", referring to it as if it's something special...like does the OP run around at Cocktail Parties telling people they are a "Marriott Gold Member" and how they get "upgrades" and 2pm check-out? Work hard my son, you have Platinum, Titanium and Ambassador ahead of you...so much work to be done!

The bennies of "Gold" status are well documented and easy to recall because there are so few of them. Oh, and Gold status can by obtained pretty much by fogging a mirror (ie: being alive).

I was just looking at the Gold “perks”, for the life of me I can’t see what you weren’t offered ? Upgrades at a Moxy are so limited and as a Gold you are so last in line ? Please explain what you think they didn’t extend ?

Nailed it!