Ira,
Thank you for taking our concerns and feedback to Marriott management. I know many of us are hopeful that positive changes will be forthcoming.

HappyCheeseHead I believe you are my twin sister. Ditto, ditto and ditto.

I echo much (if not all) of what HappyCheesehead said. I travel for business about 150-180 nights a year and have complete control over my own hotel expenditures. When I first started traveling, I opted for Marriott due to the great rewards program, consistency of product across the different brands, and great worldwide footprint, etc.

The recent gutting of the MR program is what pushed me out the door to SPG, though. Cat 7 travel packages being 270k now going to 360k? Excuse me? A 33% increase in award cost? Right... Before the change went into effect, I booked some expensive hotels under the old scheme. I will enjoy my stay at the JW Capri this summer and then it's goodbye Marriott - at least until they get their act together.

I continue to keep an eye on the program and on comments here. However, the evident drop in service levels you are all reporting has only bolstered my confidence in my decision to drop Marriott. YTD I've only done 30 nights or so, but SPG has gotten them all. The particular Westin property where I spend my weeks has an awesome lounge with free booze - contrasted with Marriott's nickel and dime "honor bar" and lackluster or infrequently restocked lounge offerings.

It's too bad we couldn't make this relationship last, Marriott. We had some good times together.

THIS is what Marriott has to worry about, and pardon my cynicism, is why I believe they're re-evaluating their changes.

"Remember $$ talk - the rest walks."

I have no idea if Marriott can track you from your posts here, but if they can & they have realized you're dropping them big time/losing revenue (and extrapolate that), then that's a good reason they're re-considerating. Not due to wanting to do the 'right' thing by us (or they wouldn't have cut it in the first place).

But re-considerating what? A few more munchies, later hours, opening up on the weekends, offering b-fast certs?

And are they hoping that, by restoring stuff that didn't cost much but we expected due to our status/the program bennies, that it's being re-instated, we'll suddenly be grateful????

I have no problem w/ Marriott doing well by us, but I have a problem by them yanking away when they shouldn't have & then we fall all over ourselves saying thank you, thank you, as though they were the 2nd coming when they instituted stuff they took away.

And - oh yeah - lest we forget - the other chains are still doing. Is anyone naive enough to believe that Marriott would have kept these things if the others hadn't? No way.

I think they started to realize that they were indeed losing their best customers to other chains who offered the same or more for the same price, and this (whatever they offer) is an effort to offset that/get the customers back

OVMV. Cheers.

Marriott just needs to pull my account

See how many nights I have YTD; how many future bookings and compare with years past

that should tell them something

but knowing these guys; they will blame it on the economy thinking I'm not traveling. WRONG, I'm traveling more; just not with you

Ira-

Good to learn that Marriott appears to be taking a second look as to the CL issues.

As much as I appreciate it, I would hope that the larger issue genericzlly eferred to as , "The Spirit To Serve" is not being overlooked. At least to me, it's synonymous with those somewhat overused (some might call them trite) slogans of another time, "Exceeding Expectations" and "Delighting the Customer".

I don't think that any thoughtful person demands (or would expect) that the "store" be given away, but at the same time, the seemingly pervasive dark cloud usually referred to as "Don't Overachieve or be punished" should be relegated to the corporate air purifier.

Ditto to much of what has already been said.

The Hartleypig family are pretty annoyed by the changes as we only make Plat by doing leisure stays, so when we go away at the weekend and the CL is only offering a few soft drinks and the same biscuits that you get in the rooms we are pretty miffed. Also many CLs are closing Fri, Sat and Sun, so not even one night where there might be something worthwhile on a weekend trip. The only CL benefit will be when we redeem a pile of points for a week away and can see what we are missing on the weekends ....

Agreed.

There are many different travel patterns and priorities. No company can please everyone all the time with their frequent traveler program, no matter how great it is. However, they can please more people most of the time when properties are allowed opportunities to meet the needs of the customers who stay with that property. (without fear of reprisal from corporate) It is, after all, the hospitality business and consistent does not have to equal clone.

Corporations can make mistakes - living in CLT, the words USAIR come to mind :D It is not the mistake that is the most critical - it is whether it is reconsidered and reversed once it is realized.

This has been a costly error for Marriott. Not only have they lost business over the last few months, but once stay patterns are altered, they are difficult to recapture.

Change is occurring everywhere. At Hyatt, a recent corporate mandate is that the Regency Clubs eliminate hot offerings in the evening. Have I missed them? Not really, because the overall quality, hours, and service at the Clubs has remained the same in all other areas.

It is hoped that the meeting Ira references will result in revisions that both sides can live with...

I've been wondering how long it would take for Marriott's CRM system to notice that I currently have zero nights in the current megabonus promo when before I would always max out well before the end of the promo. As you stated, they'll probably conclude that I'm not travelling at all. I mean, if I were travelling, I would obviously being staying with them, right?

Could you please provide a link or source for this info? Thanks.

The head concierage at one of the Hyatt properties I stayed at recently.......(not the one for the RC, the one for the entire hotel)

I'm not saying this is incorrect, but I see no mention of it on the Hyatt board. This kind of info provided by property employees is sometimes dubious, as we've seen in more than one instance on the Marriott board.

Couldn't agree more. However, the last 3 Hyatts I have stayed in have not offered a hot item in the evening. Does that mean all of them have stopped? Doubtful. However, please note that I was not speaking for Hyatt, nor was I indicating that it has occurred everywhere. My post refers to the stays I have experienced, the comment that was made to me, and my response to what I have seen & experienced.

I stayed at a Hyatt last night; hot food in the evening was indeed served

Seattle Renaissance was great
 

I spent the week in Seattle last week. Not only was the club great with outstanding evening and morning food, but I overheard the staff actively figuring out what worked well and what did not.

Ira, if you want to hear from someone who is doing it right, call this hotel and drag the manager to your meeting.

I stayed at this hotel for a week in Dec 2006 and the club and its offerings were outstanding. Fresh fish and sushi every night. I am glad things haven't changed and they filed the recent "dumb it down" memo in the right place, the circular file.

Not to sidetrack this thread to by property, but when I stayed there a couple of years ago for SEA-DO, the lounge was closed on the weekend but they anted up no problem w/ breakfast certs for the weekend. Of course, now that we've 'outed' them, Marriott may remind them of the no over-achieving, but hopefully not.

Cheers.

I'm afraid that not only will Marriott call them on this, they will make them the "example" for punishment for being so consumer friendly

No reason to switch to Hilton because of the lounges as Hilton seems to be eliminating these altogether (see discussion about the SFO O'Farrell in the Hhonors forum).

How does it work w/Starwood? do they also have concierge lounge w/food like the Marriott? How many stays or nights in order to get something w/Starwood?

Marriott Rewards
 

Just FYI:

I stayed at the Trumbull Marriott from 12/408-2/5/09 and I noticed some big changes, too. At first, they were giving me breakfast at the rest. on weekends when the Concierge was closed, then w/o saying anything they started charging me for it. I talked to them and they said they eliminated the breakfast at the rest. on the weekends for the elite. Then, during dessert there was nothing really. They just had a jar with cookies w/the exception of the last night i was there. On that night , they really rocked because they had 4 different types of pies for dessert. Then, for the "light meal" they would have just regular cheese and one type of crackers and one hot hor douv'res. that was it. I was disappointed at that. The breakfast was great at the CL but the dinner and dessert time really sucked. Then, in the rooms, they instructed the maid just to put in the basics. They would put the shoe mitt , mouthwash, etc. only if you asked for it.

That's my story. I just wanted to share it w/u all.
:td:

You can find the answers to information on *wood here:

http://www.flyertalk.com/forum/starw...red-guest-429/

25 Stays or 50 nights will get you Platinum

In general, Sheratons are the most likely to have a lounge, though it is not guaranteed. While there are some Westons and Le Meridians with a lounge, there aren't very many of those and all new Westons seem to be without a lounge. Most other Starwood hotels don't have any. Basically, if you are looking for free breakfast, that seems to be Hilton's focus. Even without a lounge free breakfasts are still offered.

I use my reward points for family vacations/trips which I value lounge/breakfast benefits. For biz travel, it's less issue. To make the story short, I had 25 nt stays with Hilton, 0 for Marriott. For next 1 month stay, I'll be staying at Hilton chain again. For the areas I travel, only Marriott and Hilton are my options and I'm give my biz $ to Hilton.

I agree with the sentiment here about domestic CLs. But I must say that the quality and service continues to be good at many international properties. This trip I've been at the JWMarriott BKK, Singapore Marriott, and Ren Manila. At each, the lounge is still open seven days a week, and serves ample breakfast and evening fare, each with complimentary evening cocktails. I'm particularly fond of the JWM BKK, where if you're not satisfied with the omelets-to-order in the lounge, you can instead have the full buffet at the main restaurant.

Another example of a cutback but still making the guest happy

I'm at the Sheraton Chicago Northwest (Arlington Hts); the CL is supposed to be open Mon-Fri a.m.; its not this a.m. as they have closed it Mon a.m. When I called and found this out, they stated but if you come down we will give you b/f coupons which works for me ^ but at Marriott that would be overachieving and the property would be punished :td:

Gee Starwood and Hyatts for me on this trip.. I wonder why

If they do not offer to coupons if the lounge is closed on a day it is supposed to be open, don't you get $100 cash. In this case you had to ask - they did not offer.

I miss read - you are at a Sheraton - not a Marriott - then the $100 cash would not apply.

I fairness to Marriott on this one, cova correctly state that breakfast will be provided M-F at FS hotels. Had your situation been a Saturday or Sunday morning, then I would definitely agree that a Marriott hotel might be "punished" for overachieving by providing free breakfast coupons.

Hi Ira, do we have the update on this now?

My two weeks expired yesterday. However, I need just a little more time. I hope to have something to report very soon.

Ira

Well, you can let them know that I have ZERO nights at Marriott this year so far (last year I had about 25 all in FS expensive properties such as NYC, LAX, etc.). I know, I'm no superplatinum person, but all 25 of my nights have been at Starwood this year (well, 23 actually).

The pendelum will have to swing drastically back in the other direction to change my new plans.

Can it really be that Marriott departments don't talk to each other? How could then have been so...lacking in foresight to understand the effects a huge devaluation in the point system along with a devaluation in elite benefits ALL AT THE SAME TIME would have on the elite members.

I had to laugh at this

why of course

it happens at the company I work for all the time

I would be willing to bet it happens at quite a number of companies large and small

I am a Platinum Premier member (and a lifetime Platinum member) who has already stayed 33 nights this year. The cutbacks in the morning (e.g., cooked oatmeal to packets of instant oatmeal, the removal of the salmon (NYC Marquis), etc.) as well as the evening offerings (e.g., meatless pasta, warmed up frozen mini-quiches, etc.) are seriously threatening my loyalty. I did 200+ night last year (and make a decent income from brain-dead check-in personnel who can't be bothered to recognize me as a Platinum Premier). In this economy, even Denny's is offering extra benefits to its customers. Every salesman and marketeer knows that it is much cheaper to keep your existing customers than to gain new ones. Obviously the Marriott marketing "geniuses" haven't figured this out. Now is the time for Marriott to make its best customers feel very special and, if necessary, cut the services to those that are getting their rooms on HOTEL.COM or PRICELINE at deep, deep discounts. (Perhaps whole floors with reduced amenities for that crowd?)

I'm fed up and I'm not taking it anymore!!

Now, where is that Hilton status match fax number??

What he said
except that Im not sure that Hilton is going to be much better

They ought to take off "CONCIERGE" & call it Lounge
 

It's been said but I emphasize, why would they take away benefits for their most loyal, most productive customers? In this economic downturn, we are trying to keep our current customers not run them off.

Hilton is looking better:td:

Agree 100% I just came back from a European business trip. Two Renaissance hotels and one Courtyard.

The Renaissance in AMS -- treated me like garbage -- small room on top floor with low ceiling in the old extension. This despite the hotel being empty. The LOUNGE is now closed on the weekends and they charge me for breakfast on the weekend.:td::td:

Renaissance in Vienna. Service was good but no club lounge here (never had one), but the new GM has discontinued the English daily newspaper as a cost savings move (no USA today) and substituted a two page news sheet.:td::td:

Starwood is looking better^^

At the Marriott Napa this week.

Pretty decent CL service, though I haven't had breakfast yet. Appetizers tonight were a veggie crudite, crackers and cheese, and chicken skewers. Free cab and chardonnay included in CL offerings.

Dessert was brownies and pieces of chocolate cake, plus popcorn fresh made and chex mix.

I was happy.

Some of the Homewood Suites locations do have studios....Two locations that come to mind are City Line Philadelphia and SFO Airport. The "studio" at SFO Airport has something like a half wall between the living area & bedroom section. The studios at City Line Philadelphia are huge. The one time I stayed there I received an "upgrade" as an HH Gold and for some reason, they gave me two studios with a connecting door; didn't really have any use fo the extra space since it was identical...

So you actually need to check each Homewood to see what room types they offer. I booked a studio one night and a 1-br a second night at the Fargo ND Homewood for my wife. She said the studio room she had first was bigger than the "one bedroom" unit at the same location...

As a plat, most Westins that I have been to offer a coupon for free breakfast in their restaurant.