This is being posted to both Marriott and Starwood forums.

My wife and I just returned from a 2 Island vacation in Hawaii (Oahu & Kauai). Below is a comparison of the accommodations (both were top category hotels). Note: I originally tried to use my points for a stay at either Marriott property located on Kauai but was told there were no reward rooms available (a response I hear more and more often now when trying to redeem my Marriott points). I am platinum in both programs, since 1992 with Marriott and 2000 with SPG.
Properties JW MARRIOTT IHILANI Ko Olina, Oahu PRINCEVILLE HOTEL Princeville, Kauai

reward stay JW-YES, 2 nights - Princeville-YES, 6 nights

Platinum gift offered at check in JW-YES, standard platinum gift - Princeville-No, but was presented with a bottle of Champagne from the manager in honor of our anniversary

room upgraded JW-YES, standard ocean view room - Princeville-YES, Junior Suite ocean view room (with the magic window in the bathroom!)

Concierge lounge on property or breakfast certificate offered JW-NO, lounge or Breakfast certificates - Princeville-NO, lounge or Breakfast certificates

recommended for future stays JW-YES, Very secluded beautiful location. Staff was excellent! - Princeville-YES, Very secluded beautiful location. Staff was excellent!

major disappointment JW-Most obvious one is not getting a suite upgrade but not surprising as I have rarely gotten a suite in the 10 years I have been Platinum with Marriott. Second, was not getting recognition from the hotel on our Anniversary, even after calling the hotel concierge direct the day before we arrived to advise them. - Princeville-No major disappointments. In fact it was all one pleasant surprise after another starting with being able to actually make reward reservations at a very popular destination at a very popular time of the year! Additional note: was very impressed with the Starwood Concierge (toll free number) as he was the one that advised the hotel of our anniversary visit

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former EASTERN ET,AA Gold,US Gold. Current DL PM-MM,Marriott PL, SPG PLT, Hilton Gold



[This message has been edited by MM/PM widget (edited 06-14-2003).]

Thanks for your post MM/PM Widget. Your post once more illustrates for Marriott management why Marriott Rewards falls further and further behind SPG each year in the Freddies, and in our hearts. SPG adequately recognizes their platinums by seeing to it that they receive suite upgrades. Marriott does not. (Of course there are exceptions in both programs; a few SPG hotels are reluctant to upgrade to suites, and a few Marriott hotels are generous with suites.) Socrates mentioned that Marriott hotels are being educated in re upgrades. Hopefully this makes a difference. Otherwise SPG (with exceptions) makes good on its promise; Marriott (with exceptions) does not.

In addition the full service hotels are also receiving a new program "remind" them of special dates, requests etc so your birthday, anniversary etc should always be recognized in the future (once they capture it that is)

That sounds great Socrates.

A wee bit off topic, but:

Im February we stayed at the Aruba Marriott on an award stay for a week. We also paid $50 per day upcharge for an "oceanview" room. I am only a lowly Silver in Marriott Rewards, but do own 2 Marriott timeshares. On the first day there was a message on the phone welcoming us from the Elite Services coordinator (or something like that) saying to call her if we needed anything.

Near the end of the week, I called this person requesting a 2 hour late checkout. Considering how many of the flights to Aruba don't get in until late afternoon I thought this was reasonable. I got a call back that they could only do one hour. I accepted it and did not raise any issues - but - from a customer service standpoint, considering I am an elite (even though just silver) and a timeshare owner, what would have been the bid deal to make me happy and give me the one extra hour?

Just seems Marriott keeps falling a little short on customer service, even on the little, no cost things that are easy to do.

I know what doug is talking about, as I almost had to pull out my elite benefits handbook to show the front desk person at Kauai Marriott that lowly silver get late check out.

With all this computer technology, how hard is it to have status shown on reservations? Or am I overstating things and maybe the associate never bothered to look in the reservation for any special status.

The simple (or maybe not so simple) problem with Marriott's failures in regards to its elite status guests is a consistent failure on the part of individual hotel management to properly train the front desk staff. I can only blame the corporation up to a certain point. It appears from all their written documentation (upgrade policies, guarantees etc.) that they are doing what is needed to keep elite members happy. THe failure can be traced directly to the individual hotel management. Case in point, I recently checked into Courtyard in Poughkeepsie, NY,. My reservation stated a smoking room, my profile states smoking. When I checked in the desk clerk as usual attempted to give me a non-smoking room. When I asked for a smoking room as stated on my reservation and in my profile great consternation ensued as there were no smoking rooms to be had. I then asked if my elite guarantee would kick in. THe young lady at the front desk had no idea what I was talking about. I did eventually get a smoking room but my point is that Marriott can pat themselves on the back all they want about the wonderful things they offer their frequent guests but until that directive filters down to the staff on the front desk you can just forgetaboutit and that can be blamed directly on the on site management.