Concierge Lounge weekend closures and other cutbacks
 

I have an upcoming weekend stay at the Ren MCO.

Checked on CL availability to determine if I needed to book a S4B rate or could count on the CL.

Was told by the front desk that the lounge will remain open for computer use, etc, there will no longer be food or beverages available on the weekend. She said that this was not a decision made by the hotel, but one "mandated by Marriott and is now in effect at all Ren in the US". (her exact words)

Anyone else hear this?

Marriott Concierge, can you advise if this is correct?

Was this lounge ever open on weekends on a regular basis for food and beverages (excepting Sunday evenings)? I was there last March, and the lounge was closed on the weekends (and no breakfast coupons were offered). The offerings for Sunday night and Monday morning were a bit on the light side from my stay there.

I need to call the Renaissance LAX to see if they have changed their prior policy of an open lounge 7 days a week. If they have, I might need to look for another hotel (i.e. CY or SHS) for my LA visits.

I don't doubt this is what you heard OP but I do not believe that mandate

Ditto what what TrojanHorse said.

Cheers.

"Quote:
Originally Posted by LAXGreg
The last two weeks all of the extras have been gone. I assumed that this was due to their normal lower occupancy during the holidays. However, I just learned that this was all a Marriott corporate directive to not let lounges offer "extras". Booo."

"I am not aware of any directive to our hotels mandating them to stop offering "extras” in their concierge lounges. If I learn of something I will let you know...." Post by Marriott Concierge here: http://www.flyertalk.com/forum/marri...es-limits.html

Sounds to me that this "corporate directive" business is being used by properties to excuse cutbacks. What's wrong with being honest with your customers?

I hope that one of our Marriott Concierge team will comment here as to whether Marriott has mandated that all concierge lounges must be closed on weekends.

Absolutely sounds like a cop-out excuse to cover a local decision.

Always easy to blame the unseen "man behind the curtain". Why not just say, "we wanted to keep this money-losing guest benefit going no matter how sour the economy is, but that mean Mr. Marriott made us take it away".

C'mon.

Even if Marriott actually owned most of their hotels, I'd have a tough time buying this one.

[B][QUOTE=ohmark)[/B]
Originally Posted by LAXGreg
The last two weeks all of the extras have been gone. I assumed that this was due to their normal lower occupancy during the holidays. However, I just learned that this was all a Marriott corporate directive to not let lounges offer "extras". Booo."

"I am not aware of any directive to our hotels mandating them to stop offering "extras” in their concierge lounges. If I learn of something I will let you know...." Post by Marriott Concierge here: http://www.flyertalk.com/forum/marri...es-limits.html

Sounds to me that this "corporate directive" business is being used by properties to excuse cutbacks. What's wrong with being honest with your customers?

I hope that one of our Marriott Concierge team will comment here as to whether Marriott has mandated that all concierge lounges must be closed on weekends.[/QUOTE]

OP -

Exactly the point of my post. I have no issue with the lounge closing on the weekend; and in most cases it would not affect the choice of where I stay. What I DO have an issue with is being lied to, which most certainly DOES affect my selection...especially in this instance, where I found a S4B rate that was only $4 more than the lowest available rate!

Which is why I would like a comment from the Concierge regarding Ren. Who knows, maybe there is a difference between FS and Ren?

I just stayed at the Ren Hollywood, CA. I was told by the manager that all the CL are moving to uniform hours which includes being closed on the weekend. Plus, NO breakfast coupons will be given out anymore for weekend stays. I do not think you were lied to.

Yeah, and the new 2009 benefit "We guarantee you will always receive access to the CL whwere you can enjoy light snacks an beverages during the weekday M-F...".. (In the 2009 Plat guide I just received)

How is this really a benefit? I'm guessing they just made a list of everything that you could get... but the new kicker is if they don't give you CL access or a free breakfast in the main dining room they will "compensate you for the inconvenience with $100USD"

Its shocking to see all the new dollar compensation's listed in the 2009 book. Are failures to actually guarantee a room or give a plat CL access really the frequent that dollar figures need to be attached?

I don't beleive I was lied to, either. My question was only whether the lounge was open - she had no reason to give me all those details; I didn't ask her WHY it wasn't. Furthermore, our conversation was on the telephone, she had no idea who I was or why I was asking, and I did not get belligerent or upset when she first told me NO. Why create some long scenario that is not true?


IMO, it is more that travelers (frequent or not) continually indicate that one of the things that is most important to them is consistency. Perhaps Marriott has found that the best way to guarantee a postive guest experience is to "ding" the hotels financially if they mis-apply or ignore the rules.

Which is always a tough call for me - I want the employees to follow procedure and to understand the Rewards program, application of BB's etc - but I have a really hard time asking for monetary compensation for some small error. (Does it really kill me to sleep in a Queen rather than a King for one night...:eek:)

The only time I have ever asked was not due to the error, but to the rudeness that accompanied it - both initially and during resolution.

A few lounge employees saying this does not make it true (or untrue). Three years ago, in Lexington KY, I was told by the Marriott front desk manager, who denied my request for weekend breakfast coupons (at a property that had always previously provided the coupons), that the property no longer gave out weekend breakfast coupons because Marriott mandated that this would no longer be done at any property. You can characterize it as a "lie" or simply a sadly misinformed employee.
Last week I was given a coupon for weekend breakfast at that same property.

Once again, I ask that one of our Marriott Concierges comment in this thread. Has Marriott ordered that all concierge lounges, or concierge lounges at Renaissance properties, be closed on the weekend and that no property provide coupons to plats/golds for weekend breakfast? Is there any corporate mandated difference between the operating schedules of concierge lounges at fs Marriotts as opposed to fs Rens? Finally, is there a corporate mandated policy that resort concierge lounges (if there is one) must be closed on weekends or that no resort property may provide weekend breakfast coupons to plats/golds?

I've always understood that the benefits specified in Marrriott Rewards are the mininum benefits that properties must provide, but properties are free to provide additional benefits (weekend concierge lounge hours, weekend breakfast coupons, upgrades to suites, etc.) if they so choose.

no coupons, no customer
 

Is this true? No more coupons for FS Marriotts for breakfast on weekends? Really? This might be the last straw before I really switch to SPG or Hyatt for good. Tell me it was a local rep who made this dumb remark?

I am staying this weekend at the Renaissance Waterside in Portsmouth, Virginia (Norfolk). I called and told that the CL is closed on weekends but they do give breakfast coupons for plats so they said there was no need to get a room that included breakfast.

I experienced quite the contrast during my recent stay at the Stanford Court Ren in San Francisco. This hotel does not have a CL, and it does not comp breakfast on weekend either. :td:

I had several weekend stays at the Stanford Renaissance over the last few months. Each time, I've received credit in the restaurant toward breakfast. At the least, I've been given $15 credit (almost enough for the world famous lemon souffle pancakes with raspberry sauce) and once - since I was taking breakfast out for two - I was given $30 credit. The remodelled dining area is quite nice and very quiet. I have weekend stays coming up this month and in February - will see if I still get breakfast credit.