Nov 14, 2018, 10:49 am
Last edit by: SkiAdcock
Confirmed that property is now classified as a resort, even if the website doesn't say so.
Lingfield Park Marriott Hotel & Country Club, UK [Master Thread]
Nov 14, 2018, 1:29 pm
#46
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This was basically the response from the Marriott in the Detroit suburb of Livonia, which previously exceeded the minimum on weekends and holidays for eligible elites. They now claim they were forced to eliminate the extras. Kind of fits with what Marriott's CEO has said about the program -- more points, but lower costs to owners. That's only possible by devaluing points (see the new variable award-redemption chart) and lowering costs by ending extras that exceed brand minimums.
Nov 14, 2018, 1:30 pm
#47
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One would also presume a "resort" to have a resort fee.
Nov 14, 2018, 1:39 pm
#48
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Nov 14, 2018, 2:47 pm
#49
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
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Thanks for the opportunity to clarify and for your patience while we waited on an answer.
The property is officially recognized by Marriott as being a resort property, not a hotel.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
The property is officially recognized by Marriott as being a resort property, not a hotel.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
My apologies, but that isn't my decision to make. Nevertheless, as usual, I have forwarded everyone's concerns on.
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Marriott International
[email protected]
Apparently, the department to which William "forwarded everyone's concerns" cannot be bothered to correct the misinformation on the website.
Meanwhile, Platinum Elite guests will not receive the full benefits for a hotel stay promised by the terms & conditions for Marriott's loyalty program, even though the property shows as a hotel.
Nov 14, 2018, 3:06 pm
#50
Join Date: Mar 2018
Location: England - UK
Posts: 512
UPDATE
I posted recently that at my stay in October there was some controversy over Lingfield UK now classing itself as a Resort, which effects Plat benefits. I emailed the Manager, please see his reply that I eventually received on November 10th.
Reply from Lingfied Manager:
Thank you for taking the time to provide feedback following your stay with us on the 22nd October at Lingfield Park Marriott.
I am sorry that we were unable to guarantee you a 4pm checkout and also the changes to the rewards program offering Breakfast or points was different from your previous stays. The re-launch of the new rewards program in August caused a number of changes to the program some of which impacted the property directly. As part of the re-launch there was a clear message for hotels to comply with the listed standards to ensure consistency across each brand and avoid members from being disappointed because an experience in one hotel has caused an expectation in another.
As a property we were informed back in July that as part of the new program we would officially be classed as a resort. The criteria for a resort is broken into 3 areas and the 3 that we comply with are:
I don’t have a problem with this, but it should have been communicated!
I posted recently that at my stay in October there was some controversy over Lingfield UK now classing itself as a Resort, which effects Plat benefits. I emailed the Manager, please see his reply that I eventually received on November 10th.
Reply from Lingfied Manager:
Thank you for taking the time to provide feedback following your stay with us on the 22nd October at Lingfield Park Marriott.
I am sorry that we were unable to guarantee you a 4pm checkout and also the changes to the rewards program offering Breakfast or points was different from your previous stays. The re-launch of the new rewards program in August caused a number of changes to the program some of which impacted the property directly. As part of the re-launch there was a clear message for hotels to comply with the listed standards to ensure consistency across each brand and avoid members from being disappointed because an experience in one hotel has caused an expectation in another.
As a property we were informed back in July that as part of the new program we would officially be classed as a resort. The criteria for a resort is broken into 3 areas and the 3 that we comply with are:
- 18 Hole Golf Course
- Compliance with brand specific room service - available 06:00-00:00
- Full resort spa
I don’t have a problem with this, but it should have been communicated!
Me being me I'd have asked him for a photocopy of the letter stating they were now classed as a resort. If they wouldn't provide it I'd hit them with every compensation going for failing to provide the promised benefits - including a hefty chunk of extra points - for time wasted.
Nov 14, 2018, 3:13 pm
#51
Join Date: Feb 2008
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No doubt the fax received from Utah will have been binned by now. Not much point in attempting compensation in any case - Marriott can do as they please. The only arbitrator is... Marriott, and they’ve made it clear they’re reluctant to step in even when properties aren’t in line with them.
Nov 14, 2018, 3:19 pm
#52
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,276
Me being me I'd have asked him for a photocopy of the letter stating they were now classed as a resort. If they wouldn't provide it I'd hit them with every compensation going for failing to provide the promised benefits - including a hefty chunk of extra points - for time wasted.
What matters is what's on Marriott's official website. Because Marriott's terms & conditions differentiate between hotels and resorts for Platinum Elite benefits, Platinum Elite members should know at the time of booking whether a property is a hotel or resort.
Nov 14, 2018, 3:22 pm
#53
Join Date: Feb 2008
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It doesn’t really matter what it says on the official website: Marriott has never suggested AFAIK that the indicative list is to be treated as fact. As you can see in this case, what matters if what Marriott says in response to a specific request. There is no other reliable way to know what benefits one might be “guaranteed”.
Nov 14, 2018, 4:02 pm
#54
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Me being me I'd have asked him for a photocopy of the letter stating they were now classed as a resort. If they wouldn't provide it I'd hit them with every compensation going for failing to provide the promised benefits - including a hefty chunk of extra points - for time wasted.
Also, according to the T&Cs, you can't stack the guarantees, so only one at most. More Marriott wiggle words at play.
Nov 14, 2018, 4:42 pm
#55
Join Date: Mar 2018
Location: England - UK
Posts: 512
From a guest perspective, it does not matter whether such a letter exists.
What matters is what's on Marriott's official website. Because Marriott's terms & conditions differentiate between hotels and resorts for Platinum Elite benefits, Platinum Elite members should know at the time of booking whether a property is a hotel or resort.
What matters is what's on Marriott's official website. Because Marriott's terms & conditions differentiate between hotels and resorts for Platinum Elite benefits, Platinum Elite members should know at the time of booking whether a property is a hotel or resort.
Nov 14, 2018, 4:49 pm
#56
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It doesn’t really matter what it says on the official website: Marriott has never suggested AFAIK that the indicative list is to be treated as fact. As you can see in this case, what matters if what Marriott says in response to a specific request. There is no other reliable way to know what benefits one might be “guaranteed”.
Nov 14, 2018, 5:47 pm
#57
Join Date: Mar 2018
Location: England - UK
Posts: 512
To be fair I can understand Lingfield's perspective here. It's in an affluent part of the UK and renaming itself Lingfield Park Resort would be classed as tacky and numbers would probably fall off. However what it wants here is to advertise itself as a Country Club to attract customers but after you've booked and turn up call itself a resort. I can't see how this is anything other than fraudulent advertising.
Nov 14, 2018, 7:02 pm
#58
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,276
It doesn’t really matter what it says on the official website: Marriott has never suggested AFAIK that the indicative list is to be treated as fact. As you can see in this case, what matters if what Marriott says in response to a specific request. There is no other reliable way to know what benefits one might be “guaranteed”.
The top line of each property's webpage SHOULD be indicative of the benefits that an Elite guest can expect.
And whenever there's an error at Marriott.com, it should be corrected quickly when the error is identified.
Sadly, this sometimes appears not to be the case.
Nov 14, 2018, 7:16 pm
#59
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My point is that Platinum Elite members SHOULD be able to know if a property is a hotel or resort when making a reservation.
The top line of each property's webpage SHOULD be indicative of the benefits that an Elite guest can expect.
And whenever there's an error at Marriott.com, it should be corrected quickly when the error is identified.
Sadly, this sometimes appears not to be the case.
The top line of each property's webpage SHOULD be indicative of the benefits that an Elite guest can expect.
And whenever there's an error at Marriott.com, it should be corrected quickly when the error is identified.
Sadly, this sometimes appears not to be the case.
I would have replied to the GM & asked him specifically when he was going to get the information corrected on his property's website, that he's misleading guests, & such is inappropriate. And if the OP hasn't done so by now, post on TripAdvisor & give everyone the heads up that the property is a resort & not a hotel.
Cheers.
Dec 31, 2018, 8:42 am
#60
Join Date: Mar 2018
Location: England - UK
Posts: 512
Well I've had my stay here and there is no mention of the hotel being a resort hotel at the entrance. There is though a 'Lingfield Park Resort' banner on the side of the race track which you wouldn't see unless you went through the hotel or through the race track entrance.
This is more concerning, she never offered me the points or a voucher or breakfast (Plat Prem Elite), she never mentioned anything it all. So after giving her plenty or opportunity to do so I casually bought up the matter of points. The receptionist very evasively said 'if your entitled to them you will get them in a few days'. I pressed slightly again, she repeated I'd have to wait a few days. Now my understanding is this has to be agreed whilst you're actually staying at the hotel and by waiting as she said I'd have to, I'd have forgoed my right to back claim the points as I would by then have left the hotel. Is that right? Can any one confirm that?
This is more concerning, she never offered me the points or a voucher or breakfast (Plat Prem Elite), she never mentioned anything it all. So after giving her plenty or opportunity to do so I casually bought up the matter of points. The receptionist very evasively said 'if your entitled to them you will get them in a few days'. I pressed slightly again, she repeated I'd have to wait a few days. Now my understanding is this has to be agreed whilst you're actually staying at the hotel and by waiting as she said I'd have to, I'd have forgoed my right to back claim the points as I would by then have left the hotel. Is that right? Can any one confirm that?