I suggest you take your own advice. :rolleyes:

The advantage Marriott once had over Starwood was the C Lounge. Now that the offerings have been scaled way back and Marriott has mandated no weekend breakfast vouchers in lieu of the lounge being closed (which some properties were nice enough to do and which I and many other members appreciated) The scale has tipped in Starwoods favor. The suite upgrades at Starwood is just icing on the cake.

BTW, I could care less about JOE the plumber.

Pleeeeeease tell me that no one brought"Joe the (scab)Plummer" into a converstion about Marriott's down grades :rolleyes:

Marriott Cut backs drove me to Hilton
 

I was booked for 5 nights at the Marriott Suites in Annaheim last week. Because of the obvious cost cutting measures at that hotel, I checked out 4 nights early. Marriott has cut too much; I understand we are in bad times but when a Marriott feels like you are in a Motel 6, I'm out of there.
FYI - Hilton was glad to have me, matched Marriott's rate plus threw in amenities.
I have been MR Plat for 3 years but I sure felt more appreciated at Hilton and it felt like a step up when I checked into the Holton

The cost-cutting measures might be more obvious (to us) if you specified what they were. Also, what amenities were thrown in?

Toronto Marriott Airport-YYZ MAJOR cuts
 

Stayed here for my final 3 nights ever.

Lounge hours were cut.
Evening offerings were cut to:
one pan of chicken fingers, that ran out in 4, yes 4 people! They were not
refilled in the 45 min I was there!

one type cheese, ritz crackers ONLY, and grapes!

STALE cookies (baked during the last economic downturn)

Breakfast was even worse:
Scrambled eggs

One type bagel, two types bread

NO FRUIT (Plate was empty 25 min I was there)

Room:
No mouthwash

NO MOISTURIZER-doesnt mngt know we *may* have just came off a flight- we ARE staying at an airport hotel!!!

2 sets of towels in the room

Credit where credit is due!
 

Stayed at the Pburgh Marriott North (Cranberry).

This hotel has NOT done much cutting. Lounge is top notch! Offerings were UPGRADED to include an EVENING SOUP!

I wrote the gm (he sends TONS of emails!!) to let him know how I felt-that I was passing up many marriotts due to cuts-but his was one I WILL be back to! I think we should all write the good GM's and let them know why we will be back!

The lounge offerings at the Renaissance properties seem to have also taken a hit.

These cutbacks don't motivate customers to send more business Marriott's way.

Some examples?

Stayed at MCI Airport Marriott a couple times in the past month, had to ask for upgrade to concierge level once, was automatically put there the other (I stay here around 8-10 times per year and they are usually pretty good about putting me on the CL level.)

Lounge used to have two hot items, now down to just one and that has been rotating between marginal offerings such as chips & dip and such, no desert items at all. Mouthwash & shower gel have been removed from the CL rooms, robe has been hit or miss. USA today still arrives at room door, WSJ used to as well, but is now stacked in the elevator waiting area instead.

I am actually surprised they have kept the lounge there open at all, I rarely ever see anyone else in the lounge, morning & evening.

Renaissance downtown Toronto:

- No more chicken wings, meatballs or fish-sticks only cheese balls or mini wraps
- Coffee maker taken out and replaced with a thermo dispenser
- Fuji water replaced with Nestle bottled water
- No more freshly baked cookies throughout the day
- Fresh strawberries no longer offered during breakfast
- Cold cuts and cheese are half what they use to be for breakfast
- Selection of baked goods also scaled back for breakfast

Where's the value?
 

All of these posts regarding the degradation of the Concierge level leads me to ask the following question. All of us that are elite members get to stay on the CL floor when available and gain access to the lounge, but why would any revenue paying customer actually pay more to stay on the level if there is really no longer an advantage? Room amenities have or are disappearing and the food offerings in the lounge are down to bare minimums.

At many of the FS Marriott's that I stay, a room on the CL can cost an extra $50/nt. Why would somebody actually pay for it?

One advantage of the CL floor at many FSM is the security aspect since you need to use your key to have access to the CL floor. However, that being said, if people have to pay for the upgrade it does not keep people from choosing to stay at Hilton or other properties who offer the same service except with better amenities and CL food.

i, too have been in (at least) 3 FS where the lounge offerings were equal to or better than previous stays. I did compliment the hotel, but am concerned about posting the locations on FT as they might get their hands slapped for "over acheivement"...in fact. one manger specifically asked me NOT to let anyone know as he was concerned that corporate would find out!

How sad....

Yeah, I have the same concern and also feeling.

Cheers.

I find it hard to believe many people would be staying on a MR club level just for security

I used to. I still do at certain properties.

Agree. I don't want any manager getting into trouble for meeting/exceeding our expectations!

This is so sad that it is not even funny :(

I would love to say a good word or hear a good word about the property and property manager shouldn't be afraid (neither penalized) for delivering more then minimum.

its not going to be too hard for the Marriott Monkeys to figure out which properties are over achieving.

Either employee stays can identifiy this, an audit could identify this or mystery shoppers

I would say that 8 out of 10 FS hotels in which i've stayed do NOT have key access to the lounge.....

and i have NO good answer for WHY people would PAY for CL access/rooms...just sarcastic ones!:D

It's ridiculous! Used to be people wanted to be recognized for being nice! Now...we have to keep stuff a secret....agreed...what a shame!

Good advice. I will no longer post any info on FT regarding Marriott properties that go "extra".

Actually same goes for other hotel chains as well. I do privately exchange the information about the hotels that go for extra but no longer post that information here on FT.

This is just plain awful that we have to resort to this. I have noted to Marriott Concierge that this bothers me (as well as the loss of some special regional treats at residence Inns across the country) - that pressure would be put on properties to offer less to their guests. I know some sort of cutbacks will have to occur (with all our money and jobs being sucked away these days), but in my opinion this is the kind of policy that is going to cost Marriott more than it saves them.

From here on out, maybe our SOP when referring to our recent stays should be to just leave out the weekend offerings (if any) or out of the norm weekday offerings in our posts and say that folks should just PM us for more information?

The criticism of Marriott is approaching a new level of intensity when hotels have to be protected by guests from their corporate masters. I can only image the discussions in business schools about the way Marriott corporate has been handling the downgrade of CLs.

This thread is now at about 10,000 views of mostly criticism by some of Marriott's more lucrative guests. How much longer is Marriott going to let all this criticism go on without providing some substantial response here or on their website to these many complaints?

At this point I'd like to know a few things from Marriott Concierge or anyone at Marriott who is in a position to respond:

Is Marriott going to continue sticking to its apparent corporate policy of admonishing hotels who provide "extra" benefits for guests?

If a hotel is mentioned here as providing "extras" will it be told to reduce its services? What actually happens to hotels identified as providing extras?

Is Marriott corporate rethinking cutbacks in CL quality and their enforcement of lounge hours and otherwise reducing benefits to rewards members? If yes, when might we know their decisions?

Others who post here may have some more questions. I'd like to see some answers from Marriott.

Not true. Someone could take the elevator to the closest floor and then take the stairs up...

Actually, no you can't. The stairwell doors on every CL of every FSM and most RH I have ever stayed in have locks to prevent people sneaking onto the floor. A couple had key entry from stairs, but most were just plain locked.

No, I didn't discover this by trying to "upgrade" myself. I like to take the stairs to get what little exercise I can during the day.

I would think this is against 'code' in a lot of locations.

Ron.

Most of the fs properties I've stayed at recently have had key access to the lounge, not the floor.

No, that's why there are always signs clearly posted at every floor in a stairwell that indicate what floor to exit on and whether or not the stairwell has roof access.

(boldface mine)....

...and this is the problem. "Good" to us is a lounge/atmosphere/services that makes us feel special and welcome. To corporate, good now equals consistent! To have a manager that I know and respect ask me to not let anyone know about his "extras" left me speechless.

...I too have written the Marriott Concierge. What I am finding is that the march towards consistency is actually resulting in poorer service from some employees - they are so afraid to go "above and beyond" their actions borderline on rude and ridiculous.

... how about we develop a private code that can't be deciphered by non FT'ers - (which is no more crazy than not be able to compliment a property for fear of reprisal). :eek:

Seriously, perhaps we should take opportunities to list properties where we are seeing cutbacks that result in savings without the feeling of cutback in services.

I saw this with regards to the morning paper - a card in the room stated (that they now) were kept at the elevator bank or lobby instead of being delivered to the room UNLESS you request otherwise. If you let them know you would like it delivered, they will do so. I thought this was great - for people who don't care, it was not a cutback in service - for people who do, no cutback in service either! And according to the front desk, it has saved mega dollars...

Glasgow has started closing the lounge for weekend breakfast...

but I've still maintained my 100% exec floor upgrade and you still get the welcome pack in the room with water, fruit and those essential Scottish delicacies, Irn Bru and a Tunnock's caramel wafer.

The only stays I have had at Marriott this year are (and will continue to be) on points. All my paid stays now go to Starwood. Marriott's change in the MR program coupled with all the stuff I've read here has convinced me that I made the right decision. I suggest those of you who can to similarly turn your back on the once-proud Marriott brand, though I know some will be constrained by their location or corporate obligations.

As for me, Starwood is the place to be. I'll make Hilton my backup after I requalify for SPG platinum.

Yes, 100% agree - astute observations. The feel of staying at FS Marriotts is changing - and not in a positive way. The fear of "overachieving" and the deterioration of the Spirit to Serve is real (not of course everywhere, just saying that I've seen several signs of this over the past few months).

I'm wondering if it has come to the point that it is worth it for some of us to actually push to have a meeting with a VP about this issue (i.e., corporate directives for uniformity and to not overperform). I've done this before with another issue with another company - got a meeting with the Executive who was responsible for what I thought was a senseless policy. I was successful I think in getting a policy changed (the company was indeed out of touch with how many of their customers felt about the issue. The VP was very attentive and we had a good discussion. The policy was changed shortly thereafter.)

I wish they would thoroughly focus group this stuff before they start promulgating these types of policies. This just seems so out of character for Marriott to do this sort of stuff. I can't believe that the decisionmakers would deliberately institute policies that serve to do long-term harm to their bottom line by causing customers to question their loyalty and start looking for other places to take their business. I do think it is possible to find ways to save money in the short term and not tick off your more loyal customers at the same time, thereby costing your company more in the long run. - Sorry for the redundancy, but sometimes it helps to make a point as to how strongly you feel about something.

Abandon Ship! Many posting here have suggested that it might be a good idea to jump ship to Starwood or Fairfield Inns where the vitals might make be better. As recent postings at the Starwood site suggests, many full service Westins and Starwoods don't have lounges or offer breakfast coupons.

I'm currently at a Fairfield Inn and - woe is me - they've removed the french toast from the food offerings. But, gee, last night they had a 35 per cent occupancy rate - in the past, 65 percent would be the norm. Think there's any connection between the removal of the french toast and the drop off? Could people be staying away in protest? If you got a meeting with a Marriot VP, I trust you would learn what should be self evident: business isn't so good and cuts have to be made.

Most of you are arguing that it would be better in the long run if Marriott kept the lounge and things designed to make you "feel special" at the status quo. I suspect that any money spent restoring these things would come at the expense - in part - from Marriott hotel staff. Just a guess.

If "feeling special" is so important, I guess a "careful shopper" would have to call every full sevice Marriott, Hilton, Hyatt, and Starwood in an area and find out, in fact, what exactly is being offered to you as an elite. Aren't there more important things to do in life?

I may not be swaying anyone, but I figure if I keep sending this message in various ways, I might, at least, generate some thought and get a few folk to acknowledge that there are different ways to approach this issue.

trying to take these in the order of my boldfaced above

1. Abandon Ship > yep.. pretty much what I'm trying to do; however some of my travels don't leave much alternative than to stay in a MR property; hence I'll still be forced into 35 nights this year at MR props which will most likely be FI's in small rural areas where that is my best choice

2. No but they do have suites; and besides whats the difference if Marriott does have them and they are closed or at best, have marginal selection.. and I do mean marginal.. wheres the competitive advantage.. oh yeah there isn't one

3. Could people be staying away? you don't know any more than I do.. but it appears so.. unless you work for MR or have access to their system; how can you say that they are 35% full; do you count newspapers in front of doors when they deliver them and divide by the total number of rooms.

4. business isn't good.. well thank you sherlock for that piece of information; cuts have to be made; well the Marriott biz model must not be right if they are the only ones who have to shut down lounges on the weekends; if they are the only ones told not to "over" achieve

5. How can you say that lounges being left open would be at the expense of marriott staff; if anything; it keeps a minimum of one (most likely more) working two additional days a week; how do you know other cuts would come from staff; or do you work for Marriott?

6 feeling special > do research > thats what I do on here every day > check my post looking for information on the spg board (Sheraton Anaheim vs Sheraton Park Resort Anaheim).. I'm inquiring on the differences including whats in the lounge.. its done every day.. by the way.. these stays up till this year would have been at the Marriott anaheim.. no more.. see #1 abandon ship

7. swaying anyone.. glad you finally realize that; if he has swayed you.. please post and tell us how??? I would love to hear this

8. oh you have generated thought.. although probably not in the way you intended :rolleyes:

My wife and I visit our daughter in Boulder several times a year. We always visit on weekends. We used to stay at the Marriott and get two CL rooms at a cost of about $600 a night for both rooms. Our total spend was typically $1200 or $1800 for the weekend.

Now that the lounge is closed on weekends, we stay at the Homewood suites which is yards away from a grocery store. The first thing we do after dropping our bags in the room is walk over, buy a few bags of groceries, and turn the kitchen in the suite into our own little mini lounge. We spend $600-$900 for the weekend.

It turns out we actually prefer the Homewood suites. By closing the lounge, Marriott not only lost our business while they close the lounge on weekends, they got us to survey the market, and lost us permanently. We still stay at Marriotts outside of Boulder, but we are much more aware of other options than we used to be.

yup...swayed me right to the ignore button....

as for thought.....i plead the 5th.:rolleyes:

Actually, i think, that in many hotels, the papers are delivered by the paper person, not hotel staff. i wouldn't mind having a choice....i would choose to have it outside my door....but if that's not possible, at least save me a trip to the lobby.

Not my experience.