Why Are Platinums Treated So Poorly At Marriott?
Sep 29, 2012, 3:25 pm
#16
Join Date: Jun 2010
Location: ROC/NYC/MSP/LAX/HKG/SIN
Posts: 3,212
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.
Sep 29, 2012, 4:23 pm
#17
Join Date: Jan 2002
Programs: HH Diamond, Marriott lifetime Plt, UA 1MM
Posts: 919
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...
Platinum gradually went downhill from there...
Sep 29, 2012, 7:10 pm
#18
Join Date: Jul 2011
Location: MCO, DCA, IAD
Programs: UA GS 1MM, Marriott Ambassador & Lifetime Titanium, Hilton Diamond
Posts: 2,134
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?
Sep 29, 2012, 7:14 pm
#19
FlyerTalk Evangelist
Join Date: Aug 2006
Location: SNA
Posts: 18,240
I'd rather the manager focus on his or her job, managing the hotel. I can find my room.
Sep 29, 2012, 7:16 pm
#20
Join Date: Dec 2009
Location: MID
Programs: Delta Skymiles Lifetime Silver, Delta MM, Lifetime Marriott Plat, Lifetime Hilton Honors Diamond
Posts: 366
Sep 29, 2012, 7:17 pm
#21
Join Date: May 2007
Location: NC
Programs: Marriott LT Plat, Hyatt Platinum
Posts: 2,881
Sep 29, 2012, 7:38 pm
#22
Join Date: Jun 2011
Location: USA
Programs: SPG Plat, etc.
Posts: 190
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.
Sep 29, 2012, 8:27 pm
#23
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,008
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.
Sep 29, 2012, 10:20 pm
#24
Join Date: Jun 2011
Posts: 378
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.
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, 2012 at 10:27 pm
Sep 29, 2012, 10:43 pm
#25
Join Date: Jun 2010
Location: ROC/NYC/MSP/LAX/HKG/SIN
Posts: 3,212
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.
Sep 30, 2012, 8:39 am
#26
Join Date: Apr 2011
Location: Treasure Coast, FL
Programs: DL Diamond, Marriott LT Plat, HH Diamond, Avis Preferred Plus, National Executive
Posts: 4,578
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.
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.
Sep 30, 2012, 9:38 am
#27
Join Date: Jun 2009
Location: Formerly of SacTown, Cali
Posts: 1,243
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.
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.
Sep 30, 2012, 10:52 am
#28
Join Date: Jan 2011
Location: Texas
Programs: United 1K, Million Miler, HHonors Diamond, Marriott Platinum
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.
Sep 30, 2012, 8:17 pm
#29
Join Date: Jan 2002
Programs: HH Diamond, Marriott lifetime Plt, UA 1MM
Posts: 919
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.
Oct 1, 2012, 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.
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.