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Why Are Platinums Treated So Poorly At Marriott?

Why Are Platinums Treated So Poorly At Marriott?

 
Old Sep 29, 12, 3:25 pm
  #16  
 
Join Date: Jun 2010
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Originally Posted by Time traveller View Post
International FS Marriott hotels outside the US treat Platinum members better than US properties. It probably has to due with international properties not having as many platinum members stay with them. Also they have more of a service/hospitality mentality, compared to US properties. There is a parallel for the airline industry.
+1. You really have to be out of the country in order to have wonderful and exceptional experience in Marriott. Even when I was Gold, I found it to be very wonderful stay by the manager. They went out of their way to treat my parents nicely. I would probably try Marriott next time down in Singapore, but the cost seem to be ridiculously high.
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Old Sep 29, 12, 4:23 pm
  #17  
 
Join Date: Jan 2002
Programs: HH Diamond, Marriott lifetime Plt, UA 1MM
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Originally Posted by Travel Pro View Post
In those days you got escorted to the room by the hotel manager (I began to decline after a few times... found it too invasive), received unbelievable upgrades (the best was a 3 bay suite in NYC at the Marquis)... and a reasonably nice welcome gift of some value (varied quite a bit, but things as nice as a hard bound coffee table book about the city).

Platinum gradually went downhill from there...
This happened during two HK stays last year both the amazing room upgrade and the mgr escorting me to the room. Though I can't imagine a US mgr bothering.
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Old Sep 29, 12, 7:10 pm
  #18  
 
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Originally Posted by JONEZY00 View Post
This happened during two HK stays last year both the amazing room upgrade and the mgr escorting me to the room. Though I can't imagine a US mgr bothering.
I've had this happen in many US properties. Depends where you stay and the staff you get. Am I the only one on here who is very satisfied with the service I get most of the time?
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Old Sep 29, 12, 7:14 pm
  #19  
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I'd rather the manager focus on his or her job, managing the hotel. I can find my room.
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Old Sep 29, 12, 7:16 pm
  #20  
 
Join Date: Dec 2009
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Originally Posted by BKKLEE View Post
if you think Hyatt treats you so great, IMO just stay with Hyatt's -NO ONE is requiring you to choose Marriotts.........
Nice job missing the point.
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Old Sep 29, 12, 7:17 pm
  #21  
 
Join Date: May 2007
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Originally Posted by sammyindc View Post
I've had this happen in many US properties. Depends where you stay and the staff you get. Am I the only one on here who is very satisfied with the service I get most of the time?
No, you aren't. We just post less....
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Old Sep 29, 12, 7:38 pm
  #22  
 
Join Date: Jun 2011
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Originally Posted by sammyindc View Post
Am I the only one on here who is very satisfied with the service I get most of the time?
I still like Marriott and find value in my Lifetime Platinum status, although I find that I'm not staying at Marriott's as much as I used to. Just observing that the program has been watered down over the years.

My way of thinking is that you try to improve/enhance service/benefits... think of ways to make the guest experience better... and continue to improve. I felt Marriott was a loyalty program leader as they built out the program. It's certainly not exclusive to Marriott (most other companies are guilty as well)... but over the past 10 years they seem to be trying to figure out ways to cut costs/services/benefits.... and this is not conducive to customer loyalty/retention, which is the heart of what these programs are all about. Gotta get the short-sighted accountants out of the picture and explain to them that offering great benefits and service to their customers will boost the bottom line over the long run.
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Old Sep 29, 12, 8:27 pm
  #23  
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Originally Posted by sammyindc View Post
I've had this happen in many US properties. Depends where you stay and the staff you get. Am I the only one on here who is very satisfied with the service I get most of the time?
No, people just like to complain the bad service but don't bother with the "I had a good stay at xxx". Truthfully, it would be rather boring as I suspect it would multiply traffic 20-50x, and 90-95% of the posts would be "I had a stay at xxx, no problems." I just wish the generalizations (the entire program stinks because 1 person has 1 problem at x, corporate HQ is making the program useless because it took them more than 3 days to take action against one hotel when they xxx), and swear they are leaving for greener pastures at (fill in last program they left for the same reason) for the 17th time this year...


I have about 1500 nights over the last 20 year, among various programs, and probably have had 50 not so great stays, maybe 5 bad stays and no "OMG, this is the worst thing ever" stays. Maybe I'm just lucky.
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Old Sep 29, 12, 10:20 pm
  #24  
 
Join Date: Jun 2011
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My perspective

As one of the youngest Lifetime Platinums out there, I'll offer my perspective. I agree with the OP that the experience of being Platinum has deteriorated considerably since I joined Marriott Rewards. I used to enjoy staying at Marriotts, and I selected them exclusively. Now I look at all available hotels when booking travel.

I still find Marriotts to be convenient, clean, and usually a very good experience. Most stays are uneventful. However, more and more, I find that Marriott doesn't value my loyalty, even as a Platinum Premier.

With hotels at high occupancy despite the economy, hotels are acting just like airlines in offering their best product (Suites, just like First Class seats for airlines) to whoever is willing to pay (the most) for them regardless of Elite status. I don't blame them for doing this. This approach will work as long as business/leisure travel continues. If the economy crashes again, then Marriott, Delta and others will be begging their elites to come back. Time will tell.

Here's what I would propose to improve the consistency/exclusivity of the Platinum/PP experience:

1. No more tasting Platinum until you have put your butt in a Marriott-branded bed for at least 20 nights. I don't want to be losing even one upgrade to someone that read how to game the system on Flyertalk and only wants Platinum status for a vacation with no intention of ever completing the challenge.

2. If Marriott wants to generate revenue from suites, then allow Platinums and PPs to use points and/or pay reasonable cash amounts for upgrades online for everything but Presidential Suites (or their equivalent for a given hotel). That way if you want a specific room/view type, you can actually use points and pay for the upgrade in advance and secure it.

Currently, the availability of this varies greatly by hotel. This would provide an alternative to the current system where you are rewarded for checking in early, $20 handshakes, making up a "special occasion", leaving notes in your reservation via the Platinum line, etc. If you don't pay in advance, then you run the risk of receiving a standard room if no upgraded rooms are available.

3. Process all suite upgrades in status order, starting with Platinum Premier. Someone supposedly in the top 3% of Marriott guests shouldn't have to play games to get a great room. And don't treat me like crap when I am part of a group--require all Marriott hotels to assign a confirmation number to all reservations at the time of booking, not check in.

I'm not opposed to individual hotels upgrading their own loyal/returning guests regardless of status, but if they are going to process upgrades for "new" Elite guests, then it should be consistent/fair.

4. Quit being cheap on the breakfast. If I give Marriott 75-100+ nights of business a year, would it kill Marriott to give me free breakfast consistently across all brands including "resorts"? When I joined Marriott Rewards, I always received free breakfast and often received BOGO dinners. Not anymore.

5. One idea I was thinking about today would be to offer a small gift upon achieving Platinum or PP status each year. It could be one guaranteed suite/view upgrade during the calendar year, dinner at a Marriott, a Cat 1-4 certificate, or something similar.

Having one guaranteed suite upgrade a year would be an awesome benefit, IMHO, especially if you could use it online and reserve the exact room type you were going to receive at check in. I especially hate having to play the upgrade game when I am on vacation.

Last edited by JW6130; Sep 29, 12 at 10:27 pm
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Old Sep 29, 12, 10:43 pm
  #25  
 
Join Date: Jun 2010
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Originally Posted by JONEZY00 View Post
This happened during two HK stays last year both the amazing room upgrade and the mgr escorting me to the room. Though I can't imagine a US mgr bothering.
Which hotel? I was in Renaissance Hong Kong Harbour View Hotel for the committee last year in SIGGRAPH. I received an upgrade to the view of the Victoria Harbor, right out of the dining room and the private room. That was one of the best upgrades I have ever received.
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Old Sep 30, 12, 8:39 am
  #26  
 
Join Date: Apr 2011
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Posts: 4,564
Just curious how the OP knew there were 8 suites available?

Am I missing something on the reservation page that shows how many of each room type is available?

Also I stay at this property about 5 times per year and have always received an upgrade to an Executive Suite (corner room with a separate LR and BR) and received great customer service.
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Old Sep 30, 12, 9:38 am
  #27  
 
Join Date: Jun 2009
Location: SacTown, Cali
Posts: 1,189
Originally Posted by JW6130 View Post
As one of the youngest Lifetime Platinums out there, I'll offer my perspective. I agree with the OP that the experience of being Platinum has deteriorated considerably since I joined Marriott Rewards. I used to enjoy staying at Marriotts, and I selected them exclusively. Now I look at all available hotels when booking travel.

I still find Marriotts to be convenient, clean, and usually a very good experience. Most stays are uneventful. However, more and more, I find that Marriott doesn't value my loyalty, even as a Platinum Premier.

With hotels at high occupancy despite the economy, hotels are acting just like airlines in offering their best product (Suites, just like First Class seats for airlines) to whoever is willing to pay (the most) for them regardless of Elite status. I don't blame them for doing this. This approach will work as long as business/leisure travel continues. If the economy crashes again, then Marriott, Delta and others will be begging their elites to come back. Time will tell.

Here's what I would propose to improve the consistency/exclusivity of the Platinum/PP experience:

1. No more tasting Platinum until you have put your butt in a Marriott-branded bed for at least 20 nights. I don't want to be losing even one upgrade to someone that read how to game the system on Flyertalk and only wants Platinum status for a vacation with no intention of ever completing the challenge.

2. If Marriott wants to generate revenue from suites, then allow Platinums and PPs to use points and/or pay reasonable cash amounts for upgrades online for everything but Presidential Suites (or their equivalent for a given hotel). That way if you want a specific room/view type, you can actually use points and pay for the upgrade in advance and secure it.

Currently, the availability of this varies greatly by hotel. This would provide an alternative to the current system where you are rewarded for checking in early, $20 handshakes, making up a "special occasion", leaving notes in your reservation via the Platinum line, etc. If you don't pay in advance, then you run the risk of receiving a standard room if no upgraded rooms are available.

3. Process all suite upgrades in status order, starting with Platinum Premier. Someone supposedly in the top 3% of Marriott guests shouldn't have to play games to get a great room. And don't treat me like crap when I am part of a group--require all Marriott hotels to assign a confirmation number to all reservations at the time of booking, not check in.

I'm not opposed to individual hotels upgrading their own loyal/returning guests regardless of status, but if they are going to process upgrades for "new" Elite guests, then it should be consistent/fair.

4. Quit being cheap on the breakfast. If I give Marriott 75-100+ nights of business a year, would it kill Marriott to give me free breakfast consistently across all brands including "resorts"? When I joined Marriott Rewards, I always received free breakfast and often received BOGO dinners. Not anymore.

5. One idea I was thinking about today would be to offer a small gift upon achieving Platinum or PP status each year. It could be one guaranteed suite/view upgrade during the calendar year, dinner at a Marriott, a Cat 1-4 certificate, or something similar.

Having one guaranteed suite upgrade a year would be an awesome benefit, IMHO, especially if you could use it online and reserve the exact room type you were going to receive at check in. I especially hate having to play the upgrade game when I am on vacation.

Great post. I like your idea on the gift. Makes very good sense.
SacTownGuy is offline  
Old Sep 30, 12, 10:52 am
  #28  
 
Join Date: Jan 2011
Location: Texas
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Posts: 8
I was a Platinum for nine years and left Marriott in 2000. They should consider ressurecting the old "Club Marquis" program for MR members who consistently stay in full service Marriott/Renaissance/RC properties. In the nineties, I was almost always upgraded and Marriott seemed to truly value my business. The decline started when they introduced the diluted MR program.
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Old Sep 30, 12, 8:17 pm
  #29  
 
Join Date: Jan 2002
Programs: HH Diamond, Marriott lifetime Plt, UA 1MM
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Originally Posted by Paulakers2010 View Post
Which hotel? I was in Renaissance Hong Kong Harbour View Hotel for the committee last year in SIGGRAPH. I received an upgrade to the view of the Victoria Harbor, right out of the dining room and the private room. That was one of the best upgrades I have ever received.
JW HKG and renaissance harbour view were two of the best properties in terms of service and acknowledgement of status
JONEZY00 is offline  
Old Oct 1, 12, 10:40 am
  #30  
 
Join Date: Dec 2010
Posts: 142
I'm a lifetime platinum member and hardly ever get upgraded rooms - mostly it's because the hotels I stay at are 50+% filled with other frequent stayers. When i do get upgraded it's at hotels I stay at alot and they recognize my name.

Yes, the program has been water down - on purpose. It started when they started doing rollover nights and reduced the qualifications for life time status.

And yes, they used to give away a platinum gift each year, but it was usually junk so I don't miss it.
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