No rants or raves, just an interesting observation.

A few months ago I was traveling on the East Coast, and found myself at the Newark Airport with a six hour layover (well, a small rant – thanks United!). Rather than hang around the airport I got on the Marriott shuttle to the Newark Marriott hotel. I went to the front desk and spoke with a gentleman who turned out to be the front desk supervisor. I showed him my Platinum card, explained I had checked out of a Marriott property that morning, would check into another one that evening, and would be returning through Newark in two days and would be checking into his hotel at that time. I asked if I could wait in the concierge lounge before going back to the airport for my flight.

In short, he did not accommodate my request, explaining that only guests currently staying at the hotel could use the lounge. He handled the situation very professionally, and I had no complaints about how I was treated, as he volunteered to let me find a quiet corner of the coffee shop to wait, and even bought lunch for me. I didn’t think much more about it until yesterday.

My wife and I are up in San Francisco (at the very nice Residence Inn at Oyster Point), using my weekend promo cert, and celebrating her 50th birthday. Yesterday we literally walked from one side of SF to the other, eventually winding up passing by the downtown SF Marriott. On a whim we walked in, I approached the front desk, showed by Platinum card, explained we were staying at a different property, but wondered if we could visit the lounge (living in the SF bay area I don’t get to stay at this hotel, and I’ve heard it’s really got a great view from the lounge).

The gentleman and desk replied “…of course, you are welcome to use our lounges any time, any where you are; we appreciate your loyalty”. Went up, relaxed in the lounge a while, enjoyed the view (and some water), and continued on our way to Pac Bell park to watch Barry Bonds park number 648 in the water! A very nice birthday for my wife.

As I said, no rants or raves, no issues with the treatment, just interesting to get the divergent feedback.

Yes, your post lived up to the subject title.

I would've expected the Plat.'s to be treated like royalty, or at least maybe that's the way I think it should be as a lowly silver. In the past, it's seemed at times that I know more about the elite benefits than the staff does and I've been unsure if it's a staff training issue or if the staff aren't motiviated to become familiar with the rules/benefits. The bottom line to me always is it takes very little to keep an exisiting satisfied customer happy, but lots to woo new customers by advertising, etc.

Interesting is right! I stay at Newark Airport Marriott several times a year (if I'm flying out early in the morning or returning late at night). I have always been treated very, very well there. The staff are actually quite nice -- something of a surprise to many people who expect all New Jerseyans to be more like I am.

Maybe it was just a bad day for somebody.

Bruce

Bruce #1 -- it is interesting to see how different hotels handle the same request. Of course it is better if you can say "I stay here all the time."

Bruce #2 -- I am always surprised at how well I am treated at the Newark Marriott, and even joke with them that they should "live up to their reputation" and treat guests poorly :-)

Am I missing something here, in looking at the replies?

The original poster was NOT a registered guest at this hotel, yet was asking for lounge access. I have never, ever thought that, as a Platinum, I was entitled to go into any of the Marriott hotels worldwide and ask for lounge access based solely on my Platinum status, unless I were staying there.

The lounge access was denied, however the employee appears to have been accomodating, even buying the poster his lunch. To me, that was an extremely gracious effort on his part, certainly out of the ordinary and not at all mandated by status with Marriott.

The Marriott Elite Benefits Guide makes it fairly clear that lounge access is a benefit for guests only.

On a side note, I happened to have stayed at the Newark Marriott this February when two and a half feet of snow fell on NYC and my flight to the Cayman Islands was cancelled. While standing in the check-in line, I met Marriott General Manager Walt Ensminger and this pleasant gentlemen and I began conversing. He recognized my Marriott Platinum status and asked about the circumstances under which I found myself at his hotel. When I explained that we were headed for the Cayman Islands Marriott but had been delayed by the snow, he offered to give me and my family (including 3 children)two complimentary rooms for the evening to make up for our inconvenience. Mind you, the snow wasn't his doing, and I hadn't asked for anything (not even an upgrade!!!) but he offered us two rooms for free as a geesture of goodwill. (We ended up only taking one.) Later, he sent up fresh baked cookies and milk for the children.

He certainly wasn't obligated to do anything for us, and his actions surely went above and beyond service we've received, or expected to receive, most anywhere.

Ah, that's the Newark Airport Marriott I know!

It seems to me that the other Bruce was asking for something that would have cost the hotel next to nothing. And he was planning to be a guest in just a couple of days. Under the circumstances, I would have expected the request to be granted -- although I agree that he had no RIGHT to have his request granted.

Bruce

One question: Since it was indicated that the Newark manager bought lunch (above and beyond the call, IMO), I am curious if the Concierge Lounge was even OPEN for the period he wanted to rest. Lounges in many business oriented Marriotts tend to open in the mornings for breakfast and in the late afternoon/evening for snacks/dessert but are closed midday.

It would be nice if Marriott did allow Platinums to use the lounge even if they weren't staying there.

It wouldn't make a lot of difference to me. I hardly ever use the lounge even when I'm staying at the Marriott.

That's a super point! The Newark Airport Marriott is nearly deserted mid-day. Why would the lounge be open then?

Perhaps this was simply a misunderstanding. The lounge was closed, so the manager bought the other Bruce lunch. But Bruce thought that he was not being allowed to use the lounge, which obviously is a different thing entirely.

Bruce

Hi - Bruce #1 (original poster) here. To be sure it's clear (thought I did so in my post) I wasn't at all unhappy with my treatment, just making an interesting observation of the different replies received.

Yes, the lounge was open, and yes my thought was that it would not really cost the hotel anything (maybe a diet soda!) to allow my access. As a long time Platinum guest (and a guest many times at that specific hotel) I did think the request was not out of line - I wasn't asking for a free room

In any case, I was treated quite respectfully and properly both times...just sharing my story.

Bruce

On several occasions I have meet with prospective sales reps that I was interviewing and we met at the local Marriott. Each time I was prepared to meet in the restaurant, bar or lobby but ask if I could use the concierge lounge as it would be quieter and more conducive for having a quite conversation. I was granted permission every time even though I was not a guest of the hotel at that time.