Of course you are assuming that the hotel actually "staffs" their elite line at all. And that can be a very big assumption to make (for most hotels.)

Agree it's hit or miss. And I'm right there with you on 'Marriott said I'm special, so it's there job to make me feel that way' logic.

I would suggest using the PP line to get them to 'request' upgrades for your stays, if you just wait for it to happen, it sketchy at best.

One thing Marriott does not do well is connect between marketing and operations. We see it with the ambiguity in the points bonus promotions (always clarifying or changing wording such as nights vs stays, etc) and other little things. I guess the fact that they are much bigger than their direct competitors is one factor, but other large organizations can execute.

I find that it really comes down to each individual property and how well they are trained. I can get great treatment at a fairfield and then horrible at at FS. I guess my analogy is McDonalds, each franchisee/operator is responsible for food, cleaniness, staff, etc.

Platinum Premier is a marketing creation and unfortunately it just does not get executed.

Cheers.

Several days before the start of my stay, I get an e-mail reminding me of my upcoming stay. If you click on the link in that e-mail for REQUESTS you can ask for any number of things ... high floor room, dining reservations, etc. There is also a box where you can input any other request. I usually put something like -- I would certainly appreciate an upgraded room -- in that box. It appears, someone in management looks at those requests. Those folks tend to understand and appreciate Platinum Premiers. Since I have started to do that, I have gotten better rooms (suites, corner rooms, etc.) more often. In addition, I often get a pesonal response back with the name and e-mail address of an actual person at the property which also comes in handy when something isn't right.

Being recognized properly also has to do with what time of the day someone checks in, and also whether the hotel is Marriott International managed, or managed by another management company. If someone checks in between 2 PM and 6 PM, Monday through Friday, and the hotel is managed by MI, my guess is that the chances of being properly recognized are very high. However, if someone checks in between 9 PM and 1 AM Friday night through Sunday night, and the hotel is managed by a different management company, the chances of being properly recognized are much lower in my estimation. Of course, YMMV.

why is MI's interface with individual properties so weak?
 

IMO,and I really do not think it should be that hard,Platinum and Platinum Premier reservations should have a way of alerting management that there is a guest requiring extra care arriving.That way the responsibility is taken out of the hands of FD personel and hopefully that person has a pre assigned upgraded room.
This sort of scattershot room assignment is no way to thank your most important guests for their loyalty

I think that it would be a great idea to send all Plats and PPs a link on their phones 48 hours before check in, so guests may send a text message to the hotel with special requests in TWEET size format (140 characters or less). I know that I received an e-mail from the elite coordinator from a few hotels before my stays at the New Orleans Marriott, the Montgomery (AL) Renaissance, and a couple of others, and it does make a big difference in how I am treated, though the effect is totally muted if I then check in after business hours and the elite coordinator is not there to handle the check in.

For example, at the New Orleans Marriott, I checked in at 8 PM the last time I was there, and even though the elite coordinator, Kelvina (she is fantastic!), put a note in my rez to give me breakfast coupons for both Saturday AND Sunday (I was going to be there for FOUR days), the front desk clerk was emphatic that no one was entitled to more than one breakfast coupon, and refused to follow the instructions in the rez. Kelvina fixed it the next morning with a second coupon and a call to me, and reported the fdc to the GM.

I was a PP for two years without even knowing it, and sadly I never even noticed the difference from Platinum.

As a (lifetime) Platinum, as far as I can tell, all I get is lounge access and 500 extra points per stay. I hardly ever get upgraded.

C'est la vie.

no difference
 

I've been PP for 4 years and have noticed no difference between the levels.:td:

Property:Augusta Fairfield Inn
Length of stay (repeat stays?): 1 night/1st time
Greeting:Thank you for being a PP member
Room upgrade:Yes
Suite upgrade:no
Special requests filled:High floor/quite room
Other: Checked in during the later evening, the next morning the manager greeted me by name (first time I had seen her).

PP: Fess up. What exactly are you promised when you get the email saying you are one
 

There's been lots of talk about expectations etc, but here's the question I have. When you get the email or letter saying woo-hoo!, what is promised in the woo-hoo!? Spill it - specifically.

What does PP get? And no, I don't want antedocal at properties, but the details that Marriott says. And this doesn't violate some corp privacy act cuz you're the customer.

Knowing does 2 things - let folks know if it's even something they should strive for, but also lets folk know what they should expect so there's no vast disappointment & move away from Marriott.

From what I've read to date, PP is no UA UGS ;) (where spend+travel really does matter).

Cheers.

I can't remember everything....heck all I remember getting was the card.

Special phone line, special offers, special recognition....

I haven't even gotten my new card yet...

Nothing was ever promised except the separate phone line, which more often than not is answered "Marriott Platinum Elite Reservations, what hotel can I help you book today?"

That being said, I've had much better luck with the intangibles than most other posters here seem to have had. Upgrades, treatment, in-room gifts, recognition... I'm not saying it's better at EVERY hotel, but I have certainly noticed better treatment overall than as a standard plat.

But like Meg, I haven't gotten my 2010 card or welcome kit yet either. We'll see if there's anything formally documented as additional benefits this time. I'd LOVE to see a true UGS-level of treatment, but I really think they'd have to make PP even more exclusive to make that a reality. Just look at how many PPs are here at FT (especially how many new ones we have this year)--I think they may have watered it down too much too quickly to offer truly exceptional VIP service...

Too bad, it really is truly so sad! Marriott should be ashamed of themselves!

I have to back you up on this. I hope to never hit Platinum Premier, but if I ever did I would expect to feel some love. That is a LOT of time in a Marriott.