Denied Lounge Access Based on Room Rate
#46
Join Date: Jun 2008
Location: BDU
Programs: DL:MM, Marriott:LTT
Posts: 8,779
I had something similar happen to me at AC Hotel Barcelona and when I contacted corporate they contacted the hotel and in the end, Marriott HQ coordinated the delivery of the elite benefit that I was entitled too.
Some hotels think they can get away with not providing benefits by adding a disclaimer without Marriott catching wind of it.
Some hotels think they can get away with not providing benefits by adding a disclaimer without Marriott catching wind of it.
Interesting that Marriott Corporate doesn't know their own brand policies. I stayed at an AC hotel recently and didn't get breakfast and when I questioned it, I learned that AC is different than Autograph Collection, and benefits are different (including no breakfast at AC hotels vs. breakfast at Autograph Collection hotels). I cannot believe someone at Marriott actually thought it was a good idea to have two different brands that were not related with one being AC and one being Autograph Collection.
Continental breakfast is available 7 days a week for Platinum and Gold Elite members plus one guest in the Concierge/Executive/Club Lounge at JW Marriott®, Autograph Collection®, Renaissance®, Marriott® Hotels and Delta Hotels®.
#47
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,279
Show me where I said the elite benefit was lounge access or breakfast? Please also don't assume I made a "fuss" either.
#48
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,279
Interesting that Marriott Corporate doesn't know their own brand policies. I stayed at an AC hotel recently and didn't get breakfast and when I questioned it, I learned that AC is different than Autograph Collection, and benefits are different (including no breakfast at AC hotels vs. breakfast at Autograph Collection hotels). I cannot believe someone at Marriott actually thought it was a good idea to have two different brands that were not related with one being AC and one being Autograph Collection.
#49
Join Date: Jun 2008
Location: BDU
Programs: DL:MM, Marriott:LTT
Posts: 8,779
Sorry about the breakfast assumption. I went off the second quoted post and now see you never specified it was breakfast. Contacting Marriott to push a hotel for a benefit though would be a fuss. It might have been a justified fuss, the hotel staff may have inexcusably forced you into making a justified fuss, but it is a fuss. Not all fusses are negative.
#50
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,279
Sorry about the breakfast assumption. I went off the second quoted post and now see you never specified it was breakfast. Contacting Marriott to push a hotel for a benefit though would be a fuss. It might have been a justified fuss, the hotel staff may have inexcusably forced you into making a justified fuss, but it is a fuss. Not all fusses are negative.
#51
Join Date: Sep 2008
Location: AUS after 40+ SFO/OAK
Programs: UA MM (recovering former 1K), Marriott Titanium Lifetime
Posts: 550
Total BS. As I posted in another thread (apologies, don't remember where), in April at the Osaka Marriott we were told that the rate (part of a tour, apparently booked through 3rd party travel agent) was ineligible for earning points, or Platinum arrival gift as points, but were given full lounge access (which is all I cared about) and Platinum arrival gift as food and beverage.
On the same trip there was the award stay at the Renaissance Hong Kong, no issue with getting lounge access with a rate of 0.
On the same trip there was the award stay at the Renaissance Hong Kong, no issue with getting lounge access with a rate of 0.