FWIW, my issues with BB/PP/EEO have been getting them accepted at the front desk. They've been minor - the agent didn't know how to code them or didn't know where to find an exchange rate, but eventually got it close enough to correct that I didn't complain. I've done many stays that qualified for the BB/PP, and in nearly all cases they handed me the coupon at check-in and had me sign the logbook. IME, they get that part right.

Yes, and I too stay at FS properties and all of my stays have been excellent from the front desk staff to housekeeping. Room service can have some issues, but none that can't be taken care of locally and that aren't also evident at other hotel chains. My favorite hotel is the JW Marriot Ihilani which I stay at often (I understand there are many Marriott properties that are nicer, I just haven't stayed in those.. YET). If they could just learn how to post points to my account then everything would be great.

Yes, I agree here too and that is why I do not intend to leave Marriott any time soon as previously stated. But

My issues with Marriott are more at the corporate Customer Service level, underlying logistics support (unavailable BBs), and bad procedures in the case of always having to ask for BBs when staying on Summer Sleepover stays or the like. These issues need to be brought to their attention, and one way is through discussion on this web site, the other is through letters to corporate, and through them analyzing their own statistics. We know they watch this web site as Marriott Concierge posts here and changes to policies have been made due to discussions on FT, most recently Double Points Promo FAQs were changed and it was suggested that these changes may have resulted from discussions here on FT.

Wow, the diversity of our experiences baffles me. I have asked for the BB when I checked in but the front desk person has always said that they would be given upon check out which has always seemed odd to me since it precludes one from utilizing any type of express checkout. As a result, I have stopped asking at check-in when earning BBs the last few times. My guess is that it has something to do with the Hotel properties at which we are staying. For the most part, my stays have predominantly includes the two Richmond Marriotts and a Marriott in Milwakee this past summer.

But this is a good example of the lack of consistency with regard to procedure throughout the properties, something Marriott should probably take a look at. It is nice from a customer standpoint to know what to expect and I think that is one of the biggest problems with both earning and using BBs as evidenced by the discussions on this issue. Same goes for EEOs/PPs.

In regards to "other" hotel chains providing a more mediocre situation. Point well taken. I feel that any service rendered, whether it is a hotel chain, department store.... whatever; there should be basic policy which is adhered to by the employees.

As a society, we have become conditioned to accept less.

You walk into a Nordstrom, and an issue arises. The employee is immediately empowered, and educated to handle the situation.

No ranting.....just an expectation of customer service voiced on a forum.

Thanks, all, for the good discussion here. I agree with all of the various viewpoints expressed (Marriott still has my loyalty due to their overall consistency and excellence compared to other chains, but I have found questionable customer service and apparent inattention to detail that for the first time in a decade have made me start to question that loyalty), and am glad that I'm not alone in my Marriott loyalty or my recent disappointments.

Agreed, no harm no foul as everyone has a right to an opinion. It seems that many of us, if you look at the other threads; feel the same way.

I think it is just an honest concern for Marriott to step it up, as most of us are trully loyal and would like to share in the feeling of continued success through terrific and consistent customer service.

Have these Elite offers ever been mailed on time or (god forbid) in advance? In my past 5 years as MR Elite member I have never been able to use them for this single reason - coupon book arrives too late in the mail. Maybe it is because I don't live in US.

first time MR member here, i'm at silver in 8 months and will be gold within the next 3 weeks. what are these rewards and coupons ?

thanks

Actually, the correct nomenclature is EEOs which stands for Elite Exclusive Offers.

I'm a Plat (and believe what I'm going to post is accurate with regards to Silvers and Golds).

If you go to marriottrewards.com and sign in you'll reach a screen with your name and Marriott Rewards designation (silver, gold, platinum etc.).

Look for a hyperlink that will appear next to the words "Rewarding You Exclusively."

It will be labled "___________ Offers" (______ = Silver, Gold, or Platinum) and although labeled "rewards" it will take you to a listing (hyperlinks) of those available currently.

What's there now are offers (generally discounted) that were released some time ago and have expiration dates in the future.

What this thread's relating to are the "Fall" EEOs which have yet to see the light of day and when they do will be reachable online as discussed above and will also be mailed to eligible (elite) Marriott Rewards members.

Generally, these offerings include some very attractive offers such as "pay for a weekend night - get second night free" and two for one dinner offers.

There will be numerous others and all will have a shelf life of about three months.

The historic problem is that EEOs tend to be released (online and mail) belatedly so that by the time they're available some time will have been lost during the period they are valid.

Note: below the hyperlink described above will be found another one featuring discounted awards generally valid for 3 months.

Lastly, this is what the "Marriott Concierge" (Chris - Marriott's representative on this forum) posted on the subject yesterday:

Unfortunately the elite exclusive offers were delayed. However, they will be available online by Thursday November 3rd. This is also the date they will begin mailing them in paper form.

thanks. how often are they released? by paper forms does that mean they send you out offers by paper or are the offers online only? what makes an Elite member eligible for these? just curious as you say they are available for eligible MR members.

thanks for the info

While I'm not a huge Marriott fan (still, somehow they've got my loyalty), I do think it's worth giving credit to Marriott for puttling the Spring and Summer EEOs online in pretty good time. Spring were up on March 29, and Summer were up basically on June 16 (I may be off be off by a few days on the Summer ones). The delay with the Fall EEOs is unfortunate, but given Marriott's efforts in the past two periods, I think we should give Marriott the benefit of the doubt here. I'm sure they are trying to get the EEOs out as quickly as possible and that there was not any intent to minimize the Elites' ability to utilize them.

should i be seeing the term "Rewarding You Exclusively" ? right now? i do not see it when i log on marriottrewards.com

1. My experience has been that they're released quarterly.

2. They've been mailed (sort of a "coupon" book) and effective this year they've been made available online as well. No prohibition as far as we know against using both. (Also the online printouts are handy to carry as backup for coupons "misplaced" after being tendered at check-in.)

3. An Elite member is eligible because they're an Elite member - goes with the territory; see the online MR T's and C's pertaining to elite status. (You'll find a table illustrating priviliges accorded each level.)

I see it below a logo - a script "E' with the words PLATINUM ELITE.

I'd guess that the same format holds for Silvers and Golds.

If you have doubts that your status is completely/properly registered/recognized online you might want to call the Silver Elite phone line and check.

It's Nov 3 and still no EEO. Guess Marriott is realllllly behind...