It has been 7 weeks since this issue was first raised and brought to the attention of the official Marriott representative here on FT.

Well I spent the last half hour once again checking the Vail Marriott.

As it has been for the past few months, NO Standard Awards are available for the period from Dec 2007 through April 2008 despite assurances by Marriott (via Chris) that all Marriotts are suppose to make available a portion of their rooms for Standard Awards. Grand Flora and Capri Marriotts being the only exceptions.

No Stay Anytime awards on the following nights even though Standard rooms are available for sale:

Jan 5-12
Jan 16-21
Jan 31
Feb 1
Feb 13-21
Feb 23
Mar 1
Apr 1-20

Marriott, I suggest you stop lying and deceiving us as it does not bode well for your reputation. If Marriott wanted to live up to their promises it sure would not take over 7 weeks to rectify this situation. Marriott's actions of late, or inaction in this case, speaks for itself. Unfortunately resulting in much of my admiration and respect for this company going out the window.

If your Love for MR is so great why NOT simply move your Biz to another chain? Thats what I did and do.

As for Vail just make a res with a different Hotel, Oh then you'll have to pay for it.

So although I agree with You it seems that this Hotel is doing like so many are doing today with all the Chains,they are deciding the T&Cs for themselves and choosing which ones they will abide by and which ones they wont. It could very well be that MR is trying to get them up to par (that is if its not an MR owned Hotel), but theres only so much they can do, I know this from other problems with other Hotels. Could be the Hotel is trying to be added to the Exception List. I dont think its as easy as someone calling them and telling them what they have to do, I know of caseswhere the Hotel basically told HQ to shove it and take Us to Court if you dont like what we are doing, and indeed evebn though there was a contract,left the Hotel chain

Because I actually like Marriott, have a lot vested in their program, especially like the Vail Marriott, and would prefer not to leave as I think their program is the best if they lived up to their promises.

Correct and FWIW I have been staying at this hotel for the past 9 years, and last year and next year are the only years for which I have used points for stays. Last year I had no problem making an award reservation, but this year was another story. The past few years I have stayed there 4-5 weeks per year. I love this hotel, its front line staff is wonderful, and the skiing at Vail is awesome.

The problem I have is one of principal since for next year I already have 3 weeks reserved for a Standard award, and 2 weeks paid. Now I had to jump through numerous hoops in order to achieve that goal, which we should not have to do. I called the Platinum line 3 times and the hotel twice in order to do so:

The first time I called the Plat line the response was no award stays available. Since it was still early February (50 week mark) I thought they may be a bit delayed, so I was patient and decided to wait and see.

The second time I called the Plat line in late February 2007 for a January 2008 reservations and was told by the Platinum line that this hotel was almost sold out in January 2008 (actually not the case) and was put on hold after asking for the CSR to check with her supervisor but ended up with the same response.

This is when I called the hotel and left a message for the manager of reservations to call me, but he never returned my call.

The third call to the Plat line, made in early March, I also got the response that there were no standard rewards but this time I told the CSR that I had tried calling the hotel, but my inquiry went unanswered; She placed me on hold, contacted the hotel, connected me to someone at the hotel who made a standard award reservation for me. The person at the hotel also commented that they hadn't gotten around to releasing award inventory yet and that they were no where near being sold out.

So this is what we have to do in order to get Marriott to fulfill their promise? I think that is a bit unreasonable to say the least.

Yes, unfortunately I think you may well be right with regard to many of the points you made in this paragraph, and that is why I am a bit disappointed at Marriott and Hotels' owners/management. FWIW, Vail Marriott Resort and Spa is owned by DiamondRock Hospitality and managed by Vail Resorts. Also an interesting piece of info: DiamondRock Hospitality HQ is locate 0.3 miles from Marriott's HQ in Bethesda, MD.

It seems to me you are in a Pickle, You LOVE the place but it seems that the Hotel doesnt LOVE You. Or better put I dont know if I would want to stay at a Hotel where I left messages and never even got 1 call back. I can understand if I called only 1 time maybe the GM is away as well as the next in charge , but if You called as often as You say you did and I believe you did, that would put a big damper on me wanting to stay with them unless there just was no other choice, which seems to be the case by You.

I think we're getting to the crux of it -- enforcement of rules/standards.

I've raised the same issue with regard to properties which are MI (aka "corporate")-managed and those that are not corporate-managed (franchisee or franchisee's designate) and been told that they're the same (or supposed to be the same).

(Of course, as to MR, specific exceptions are spelled out in various Mr T's and C's and within the rules/terms of specific offerings; example -- EEOs).

The question that I wish I could pose to MI is "Will you or will you not respond (and take appropriate action) as to indesputable, documented cases of non-compliance by flagged properties of the rules which are part and parcel of the representation of MR of its rules and benefits?"

Another possible swindle/weasling I've noticed is a hotel not having defining any "standard" rooms, therefore, none have to be available for MR.

Courtyard in Jensen Beach, FL is an example, a healthly walk from the hotel to the Ocean - where there are no hotel supplied chairs, umbrellas, etc, you have to rent them from an enterprising indivdual. Well, one side of the hotel is defined as "ocean view" although probably only the top half can see the ocean.

The other side is called "sunset view" although it overlooks nothing but the parking lot and the Gulf of Mexico is some 90 miles away to really see a sinking sun.

I've also seen "pool" view and "resort" view. If these are the two choice, are there no standard rooms?

FWIW, Chris did address this in post #22:

In the case of Jensen Beach, if you go and check award bookings at this hotel you will see that Ocean View rooms require an upgrade certificate, whereas other rooms do not. One would assume from this, and Chris's comment, that anything other than an Ocean view/front room or Suite is considered a "standard" room at this hotel.

You all are rather entertaining ...... this wonderful sense of 'entitlement'.

What you seem to be forgetting is that MW is a voluntary program on Marriott's behalf. They may terminate the program at ANYTIME. You are being offered something for free. If you don't like it, move to another Hotel Chain. If enough revenue customers move, they will get the point.

Remember, we are all in business. Well, at least I am. At the simplist level, they are entitled to do whatever they want within the limits of the law to make money.

You're welcome.

What is "MW"?

MR redemptions have really gone downhill, I have been trying to get an award for NYC in December and both SPG and HH have rooms at various properties available in Manhattan but MR has nothing! Yes...before you say it I will redeem with one of the other two programs but I was really looking to use MR points since I am trying to clear out my balance considering all the recent devaluations and changes to the program. Marriott also most be out of the mind to think that the two Courtyards in Manhattan are seriously worth being a Cat. 7 redemption! I wouldn't pay that even if they were available!

They certainly are. And they certainly are entitled to change the rules at any time, in which case I'm sure lots of MR members would re-evaluate their loyalty.

BUT Marriott HAS NOT changed the rules....at least not formally. Their Elite Benefits still claim "when you check in, we'll upgrade your room whenever we can at no additional charge. Suites not included." Many here have cited that this is not happening.

Their rules also guarantee lounge access and/or free continental breakfast. Of course, beware of the asterisk that says "at participating hotels, resorts excluded". Still, many say they are not getting this benefit.

Their own rules guarantee a room 48 hours out for Platinum, and guarantee your requested bedding choice. They also guarantee Priority late checkout. I can tell you from my own personal experience in the past 4 weeks that this is not always happening.

Continuing on...they guarantee free local phone and free fax. Some have stated that this is not happening.

They offer Elite certificates which, according to their rules, are excluded by most of the more in-demand properties (and, up until recently, were mailed by pony express, apparently, as they had less than half their expiry time left). If you do stay at a hotel that is not excluded, many report problems with untrained front desk staff who are unfamiliar with the EEO certs.

They offer Bonus Buck rates, and THEIR rules say they have 3 or 4 month longevity. MANY here, including myself, have gotten Bonus Bucks with less than 3 WEEKS longevity left.

They offer award rooms (apparently not at all hotels these days) but the standard award seems to have become the parking lot/construction site view and any other view including Garden is considered an upgrade and requires more certs (=more points).

So, it would seem that Marriott itself is the one who is either stretching the truth, self-modifying the rules, or flat out chiseling away at the benefits which they themselves still tout on their website as being reasons for frequent travelers to remain loyal. And I think that's the the operative word....LOYALTY. They want it, and we are willing to give it. But they must be held to follow their own rules.

And just for the record, I am one who rarely complains about Marriott and I am far from one who feels "entitled".

Just looking for consistency and compliance.

When flyerwife complains, I listen. She has been my Marriott guru for years. That is an impressively detailed list. I hope that someone at Marriott Corporate offices prints it out, passes it around, and then takes some positive action.

WRONG!!!!!!
We EARN our points by CHOOSING to stay with Marriott.And Marriott does not offer the points out of the goodness of their stone cold greedy little hearts-they offer them as an INCENTIVE for us to stay at their brand of lodging rather than the competition.

If they would ever cease to honor the points already earned by thousands of loyal customers the lawsuits would be never ending.

Sense of entitlement-you betcha baby!I have spent a lot of time and money with Marriott and I am going to get everything they owe me.

I agree.Flyerwife is a sane and reasonable a customer as one could hope for.She is also a great flyertalker and was very kind and helpful to me when I first started here.
But I now see a lot of very good,sane,and reasonable people now responding negatively to Marriott's programs decline.Meny of whom had been long time Marriott guests and boosters.
Then of course you have screaming yahoos like me(I prefer the lable prophet over screaming yahoo-but whatever works)who are so upset with Marriott as to appear to be of a lunatic fringe :D

Thanks so much for the kind words, SanDiego1k and bigguy :)

The rumored further (and imminent) changes to the Marriott rewards program could really be an opportunity for Marriott to make a lot of MR loyalists very happy.

Why am I getting this sinking feeling, however, that the changes are NOT going to be good????