On paper, Marriott Bonvoy is probably the best large hotel loyalty program. It’s not as rich for elite members as World of Hyatt, but the chain is more than 5 times as large.
Since combining Marriott Rewards, Starwood Preferred Guest, and Ritz-Carlton Rewards into a single program, though, Bonvoy seems as though it’s primarily worried that someone, somewhere might be getting great valuable out of their membership. And so we have seen annual devaluation after devaluation, including the elimination of award charts, the removal of caps on how much free night awards might cost, and the introduction of blackout dates for legacy Starwood hotels.
But what’s most frustrating about Marriott Bonvoy is the extent that hotels seem to be allowed to flout the program, and rules of the chain itself.
Reader Z.L. shares the welcome message from the Marriott Courtyard Lake George, which explains that it explicitly will not honor Bonvoy elite food and beverage credits because their restaurant is operated by a third party.
In May the St. Regis Chicago played this game denying breakfast benefits to elites claiming they’d outsourced their restaurant and had no obligation to honor it. Then last month it was the Muir Autograph Collection in Halifax, Nova Scotia. In response to a guest complaint about the Muir, Marriott Customer service actually responded that there are no standards, “each hotel has its own policies and offerings.” While Marriott offers a cash guarantee for its elite benefits, the Muir simply said it had been exempted from that.
Marriott’s terms and conditions contain no exception to the breakfast benefit for situations where “the restaurant at the hotel is operated by a third party.” However,
- terms and conditions don’t matter if Marriott won’t enforce them, and
- in my experience, Marriott customer service invariably sides with hotels against the customer even when the customer is right.
Hotel owners want loyal customers from a hotel chain (what they sometimes call ‘leads’) but don’t want to deliver on the expectations the chain has created to build that loyalty. Marriott has been broadly allowing hotels to get away with this more and more, focused on owner costs rather than protecting their brand. They’ll often enforce brand standards when called out, though.
That’s a short-term mindset, because in the asset light model where hotel chains tend not to own their properties, all they have is their brand. They’re afraid of antagonizing owners in a way that costs them revenue in the short term, but that risks sacrificing even more revenue in the long term since the brand becomes the only thing of value that they have, the reasons customers book through their platform. Without a brand driving bookings, a booking platform has nothing else to offer.
The problem with Marriott is that they’ve kowtowed to owners for short term fees, while sacrificing the reputation that brings customers – and therefore value to owners. By allowing one property after another run roughshod over the published benefits of the program – by not proactively auditing and enforcing standards – Bonvoy remains valuable only on paper and not in practice. And that’s a hole right down the middle of Marriott’s strategy of infinite brands held together only a program that is anything but rock solid.
Keep trimming and we’ll keep walking from these hit and miss perks… Marriott is starting to loose it in MANY WAY and points devaluating… What a shame…
It’s hardly the “best hotel elite program” if it’s ignored by Marriott hotels without penalty.
Since when is there a breakfast benefit at Courtyard?
That aside, even worse is when you have a block of rooms and the hotel signed a contract with you that they would provide specific elite benefits only for them to not provide them. Renaissance Aruba, JW Marriott Los Cabos and Ritz-Carlton Denver all refused to provide upgrades despite contracts requiring them to do so.
The grass isn’t greener at Hyatt. Hyatt allows properties to create fake room categories to avoid award redemptions. I couldn’t find a single Hyatt hotel in London over a 7-day period with any award availability.
@FNT Delta Diamond – You must not be looking hard enough, as I just booked one in September.
Hong Kong flaghsip MARRIOTT restaurant also does NOT honor the Bonvoy Gold card….
as restaurant operated by 3rd party….
so much about BRAND management; everything outsourced and the client doesn’t know what he really gets, except the ADVERTISEMENT
I usually check with properties on benefits if I haven’t stayed there before. If they aren’t meeting my expectations, I go somewhere else.
If they can notify me they are exempt from the program, Guess I’ll have to start notifying hotels they have been eliminated from my consideration as well.
Doubt they will care.
Ever try to get something in lieu of the elite benefits when they roll them into a “resort or other fee”? It is in the standards, but don’t expect it.
Curious who you think is primarily responsible for setting this “customer-second” tone that seems to be drive every Marriott move over the past 10 years. They are always chipping away from the value proposition for members. Even when they do something additive, like raise the free night certs to 85k from 50k on some credit cards, you can tell it’s only because they realized they went too far with devaluations.
@ Gary — “Another thousand customers annouce they will no longer stay at Marriotts.” My decision ~5 years ago to never stay at Marriott again (except on a mistake rate) remains my best travel decision ever.
Gary,
Lifetime Titanium here and maybe I’m just missing out but don’t see anything about a breakfast or food/beverage credit at Courtyards. Have stayed in many since earning this status (was too Marriott lifetime before the Starwood acquisition) and never remember being offered a credit at Courtyards.
Please point out explicitly where it states a credit is due or stop the click bait that only gets people upset. As you know Marriott’s breakfast benefits vary considerably across brands so not sure this is that big a deal
This sounds like Bonvoy. Over promise and under deliver.
Well, breakfast is not complimentary at Courtyards as an elite benefit. The notice did not say the guest cannot use the F&B credit at the restaurant. But don’t let your bias against Marriott hold you back.
Is there an simple.way to determine which hotels are Marriott-owned and which are franchised?
As an alternative there is a new beautiful Fairfield Lake George (just off the Thruway not near the lake) that has 8 Level 2 Charge Point EV charging stalls (not free). Free breakfast for all.
US Domestic Courtyards are my least favorite of the Marriott family. Rate does not include any breakfast, and the Platinum and higher breakfast benefit might be a $5 or $10 voucher (per stay, not per night).
In contrast, International Courtyards tend to be quite good for Bonvoy Elites – when I’m traveling on my own dime – based on Shanghai, Seoul and Tokyo experiences.
AC – Courtyards are supposed to offering the following.
United States, Canada and Europe:
– 500 points per stay or daily $10 F&B credit for the member and a companion (terms apply).
Asia, Australia, Pacific Islands, the Caribbean, Mexico, Central America, South America, the Middle East and Africa:
– Properties without lounge: 500 points per stay or F&B amenity per stay or $10 daily F&B credit for member and a companion (terms apply).
– Properties with lounge: 500 points per stay and breakfast in the lounge. If the lounge is closed, guests receive daily breakfast in the restaurant for member and a companion.
Stayed at this property a month ago. At checkin, they gave us a coupon for a free coffee and said the F&B amenity was $10/room, not $10/person (wrong). I expected I would be able to sort it out at checkout, so on top of the free coffee, I got 3 cheap items from the marketplace and also charged a second coffee to the room – should’ve been <$20. When I checked the bill, there was a $10 charge and $10 credit, followed by incorrect prices for the 3 market items, followed by the aforementioned charged coffee. So I guess either the "coupon" turned into the +$10/-$10 F&B credit (which again, should've been a $20 credit), or they just put that in there to say they offered a credit without actually offering it; and I guess they can charge whatever they want for marketplace items, too.
Also, almost every front desk employee was rude.
Everyone’s saying that they don’t see anywhere in the T&Cs where Courtyards offer a credit…. It’s one of the possible welcome gifts…. $10/night F&B credit…. Although I’m not sure why someone would take that as their gift, it is supposed to be an option…
I’m Lifetime Titanium (was Lifetime Platinum before the SPG Merger), and have seriously cut back my Marriott stays. It’s just not worth it. Like many others, I now stay mainly based on location and amenities and not so much on the elite benefits…
Well written! Thanks for calling them out.
It is a very difficult issue, and Marriott certainly do not help by allowing so many sub-brands to make their own rules, yet ask us (the clients) to consider “Marriott” as a single brand.
I do feel that all loyalty programs, air and hotel, are suffering from hyperinflation; the extraordinary amount of their scrip that has been issued through credit card companies is coming back to haunt them, and their inflationary activities simply cannot stop.
Basically, their “best customers” need not really use the brand at all other than cc point redemption, and this divergence is not lost on the properties themselves. Sadly, it seems to be their actual customers, not the cc billionaires, who get the short end of this stick.
To see the end game, consider the Zimbabwean Dollar.
@Gary — This has really gotten way too old already. As usual, you wrote this post based on your own misinterpretation or misunderstanding of Bonvoy T&C on elite breakfast at Courtyard properties, rather than on the program’s actual T&C. I challenge you to wade through the maze that’s Bonvoy’s T&C to find and point out to text that supports the accusation that you and your reader have leveled against Courtyard by Marriott Lake George in upstate NY. [[Hint: that the hotel restaurant is third-party operated is irrelevant; free breakfast in the lounge or restaurant is just not a Bonvoy elite benefit at CY in the US and Canada]
Just like the accusation against the Courtyard property, there is no universe in which that recycled claim is even remotely true — on paper, “probably” or otherwise.
Well despite all this gnashing of teeth and clutching of pearls, Marriott International is one of the better stocks to own as it’s up near 23% in the past year.
Marriott is a trash loyalty program. I never stay at them unless absolutely have to
The Marriott Wailea Maui resort only gives a danish or a muffin from a food truck for plat guests, while claiming the main restaurant Humble Market Kitchin which has a decent breakfast buffet to be “third party” (and charges upwards of 50 bucks per adult)
At the same time Marriott.com directly sells at cash rates a under Deals and Packages a stay for breakfast rate that includes breakfast buffet for 2 at guess where! Suddenly not so 3rd party is it.
Pointing to rising stock prices is not a very compelling rebuttal to Gary’s observation that they’re chasing the short term sugar high of signing up property owners (quick revenue!) over preserving their core asset, the brand value, in the long term.
@Tony — Except that there is nothing to rebut in Gary’s post because the hotel’s alleged “infraction” is bogus.
@DCS – Courtyard is supposed to provide a food and beverage credit, there’s no disputing that.
It’s gotta be said (again): “Bonvoy !”
@Gary — And I did not. What I disputed is what I quoted…
Perhaps a class action lawsuit would awaken the giant. Seems like that’s the only thing that garners their attention. …thinking back to the resort fee debacle.
Not sure why all the griping at Gary for the article being false (although he has again utterly failed at proofreading his spelling / grammar)…. Elites staying at Courtyards may choose a $10 per day F&B credit, and an additional $10 if staying with a companion.
My last Courtyard stay the hotel seemed to handle this with $10 bagels and $18 glasses of wine.
Bidenomics is just like Marriottnomics it seems. They tell you something is awesome and you will get everything you want but actually, it will just cost you more money and be a disappointment at the end of the day.
I think it’s time for a mass letter writing campaign to corporate. It is really unacceptable to see these benefits get ignored.
They even don’t honor their “Ultimate Reservation Guarantee” benefit. Recently, I have been a victim of a last minute reservation cancelation. Maybe I was just the unlucky one who does not deserve this benefit.
We can complain all we want about what we want or do not get, but in the end Marriott is not a bad choice. Last year I stayed in Venice for 2 nights. Used two of my suite night upgrade certificates with the hope of getting an upgrade. They gave me their room that was being charged $5250 per night. It was wonderful. In Salzburg, I used 2 more suite night upgrade certificates and got a $2400 per night room. I get upgrades as much as I could ever expect. Breakfast and lounges are a little of a crap shoot, but I live with it.
Since I’ve hit Ambassador Elite I’ve received only praise and thanks… I’ve yet to experience the value of being an Ambassador. Most of the time I can’t even get a digital check-in! I thought that once I hit this level that the hotels would elevate my experience… All that is given is disappointment.
This rewards program has been heading straight downhill for the last few years. I just recently made 3 reservations for Vegas for Super Bowl weekend got 3 confirmations then checked my reservations in my account and had one of them canceled because supposedly my credit card didn’t work for one of the reservations even though they weren’t supposed to charge my credit card for anything till I arrived and there was no cancelation email, just pathetic service wonder what I would of been doing on Super Bowl weekend with my guests once I got the news about my cancelation.
Had no problems with Marriotts. I check if perks are available and make a decision at that point. I’ve been ‘sc..wed’ by Hiltons and have found Marriotts far more accommodating.
Actually, you are correct about F&B benefit at Courtyards. My beef with the post really pertains to @Gary’s penchant for the dramatic and hyperbolic, instead of approaching what may be an appealable violation of T&C with a cool head.
As I understand it, the alleged “infraction” (i.e., denial of F&B benefit) had not even occurred. The reader simply reported about a sign that said that breakfast at the Courtyard in question was not complementary, which would have been fine except for the sign’s suggestion that the reason there was no breakfast benefit was that the restaurant was managed and operated by a third-party. It is this latter, irrelevant part of the statement, that set @Gary off.
Well, was the reader denied a F&B benefit that they were entitled to at the this property or not? It is unclear based on the post, which makes it all useless.
The way to handle a reader email like this one should be
(a) after getting the story straight, ask whether the reader contacted the hotel or the program to report a possible violation;
(b) if ‘no’ to (a), advise the reader to file an official complaint;
(c) if ‘yes’ to (a) and there was no resolution, contact the program to inquire on behalf of the reader;
(d) finally, report the incident and the outcome, whatever it may be, in a post so that may serve a ‘precedent’…
As presented here, what is essentially a “non-incident” simply turned into another meaningless griping session soon to be forgotten until the same exact thing happens again…and there would still be no ‘precedent’ to use for guidance!
DCS you sit on a high horse with great confidence but you’re simply wrong. The article clearly refers to F&B credit not being honored here. You are quoting the reference to the previous article that denied breakfast benefit using the same BS excuse.
Invariably these “third party” restaurants are owned/managed by some subsidiary of the same parent company as the hotel itself. Even so, it does not give the hotel an “out.” It’s up to the hotel to handle the arrangement and it should not fall on the Bonvoyb member. The Marriott franchise and loyalty terms are clear. If they need an exception, they have an opportunity to get one. They haven’t. They are obliged to honor the terms (though Marriott will not enforce it so you know who gets the short end of the stick).
@Anameofaguy — As it turns out, I addressed in a comment that responded to @Chris Raehl, which is now sitting in the moderation queue and was written before I even saw your comment, precisely what you just accused me of. I will just let that comment address your misguided diatribe…
Okay, Gary, why is every one of my comments suddenly going into the moderation queue?
7 yeats of being Titanium with 2 Marriott CC’s here: I’m SO close to leaving Bonvoy for Hyatt/IHG. SO CLOSE. I put my spouse up in a newer Courtyard in an upscale area last weekend. Paid cash rate + used SNA’s to upgrade the room. Late check-in because the room “wasn’t ready”, gor out on the 2nd floor, spouse told me the walls/ceilings were thin and that they could hear everything (got little sleep), was told to come down at a specific time for “free appetizers/lite dinner” in the lobby (surprise! There was none and the lobby was a ghost town). Along with several other issues while they stayed there. My spouse told the front desk at checkout and they apologized and said they would “add points”. 2 full weeks later: NOTHING. Treat me whatever on my work trips. Upset my spouse or ruin a vacation: Your Fired Marriott. Walking on eggshells here, and with MANY others.
Stayed at a Fairfield Inn Laramie Wyoming as a Titanium. At check in, they had some slightly larger rooms available and I asked about an upgrade & was told “we don’t upgrade Titanium’s because we can sell for a higher rate”. 11pm that night, the room was still selling on the app. Didn’t bother complaining as it was an award stay and the hotel was probably making about 30 bucks on my stay.
@DCS this comment did not
Chasing hotel loyalty programs nowadays is a fool’s errand. I don’t even bother anymore. I just stay at whatever property is convenient or has something I like.
As an ambassador elite member I agree totally. What used to be the best in the biz, is now just an excuse waiting on the phone. The Renaissance brands are just completely denying any rewards at all. Marriott went from fixing the missing days to just giving excuses about 3rd party BS. They now are claiming that biz travelers in group accounts will no longer get any credits including nights or money spent. ITS USELESS AND SAD. ILL CASH OUT MY MILLIONS OF POINTS FOR FREE VACAS AND CANCEL MY BONVOY CC. HILTON HERE I COME!!!
Like all publicly-traded companies that reward their most senior executives with grotesque awards of equity compensation, Marriott cares far more about short term profits than alienating consumers over a longer term, By then, senior mgmt will have made their fortunes and the diminished prospects of their former company will be someone else’s problems.
As a lifetime Titanium, I walked from the brand after the Swan & Dolphin insisted that they charge me $100 for a 2pm checkout. They insisted they were exempt from the “guaranteed” benefit. Marriott CS also did nothing after multiple attempts.
Cleaning up prior comment:
“…a sign that said that breakfast at the Courtyard in question was not complimentary, which…”
” (d) finally, report the incident and the outcome, whatever it may be, in a post so that it may serve as a ‘precedent’…”
@Anameofaguy — Any questions or do you still stand by that comment?
Gary — The last comment did not. The prior two did and it is unclear why.
Titanium member here:
I booked two rooms at the New St Regis in Chicago and I literally begged for an upgrade for at least one room for my kids but they wanted to charge me $700 a night for an upgrade. They did however give me $50 per room credit for food.
Cosmopolitan in Vegas: $10 or 1000 points as credit. wanted me to pay $150 for an upgrade.
The Cove at Atlantis in the Bahamas. This was the worst of them all. They said they are not affiliated with
People need to stop going to Marriott hotels.
I hear many people complaining about the lack of elite benefits at Marriott hotels, but they just complain and don’t do anything about it…they still stay at Marriott properties even though they get treated like trash.
I almost think these people deserve to be treated this way because of their stupidity of blindly throwing away money to Marriott.
This will not change unless people stop staying at Marriott hotels and stop giving them money.
JL – you are correct … I am titanium and abandoning Marriott – one is loyal in expectation of a reciprocal recognition but there is so little.
I mostly travel internationally, and in the mid East, there is recognition almost always. In Europe frequently, but in North America I am made to feel that I am a nuisance.
Very sad.
Titanium here. I am seriously questioning whether it is worth it
Marriott is pretty much dead to me. I’m a lifetime titanium, and will only stay at their properties to use up the points I’ve accumulated over the years.
It’s frustrating how useless their rewards has become. It seems better when traveling abroad – but stateside, I find the hotels are run down. I’m also a member of Choice, and many times am treated better, their front desk clerk is dressed more professionally, and they are 1/2 the price. Of course, it depends on location.
My SIL and husband just took their dream trip and I booked them in Courtyard Edinborough then to the Town Hall in London. They were treated well and did get a nice room upgrade in London, hopefully from my lifetime Titanium. I shoveled more points than I expected and didn’t ask about the freebies but they were very happy.
I booked my sister into DC, NYC and Boston later this year and those guest bookings have always gone well. It is costing about twice what it used to, on million pointt account got hit for big numbers but, if my relatives and guests are happy I will live with it.
Amused to see the Marriott Town Hall charged my guarantee card cash for the stay so I called for assistance and heard from the hotel within 2 days. It took them about 2 weeks to credit me and, for a change, the exchange rate helped, I was credited about $40 more than they originally charged. Life happens.
Marriott definitely needs to come down hard on this “3rd party restaurant excuse”. This absolutely undermines trust in the brand. A couple of small businesses are effectively killing a multi-billion dollar brand because Marriott doesn’t have their act together to enforce contracts designed to protect that brand. It’s incredibly bad management and like a weapon of brand destruction for them if they don’t enforce their contracts and rules.
I’m a lifetime Platinum but now stay about one or two nights at Marriott’s solely because of convenience. I prioritize Hyatt, then IHG, but again only if convenient. Overall I find Hyatt points to be the most valuable. If Hyatt is smart they will always ensure a good return on points. Marriott points are worth close to nothing anymore so I’ve already cancelled cards with them.
Fortunately there are many great hotels out there and I’m starting to enjoy other more regional brands like NH Hoteles or Dusit.
St Regis Chicago does give breakfast credits, $25/person. I stayed there in June 2023 for three nights.
Being a titanium member for 5 yrs straight I don’t feel I get much. Never any suite night award up grades or credits at hotels
It would be great to put together a list of Marriott hotels that dont honor the Bonvoy elite food and beverage credit and publish this.
Hyatt offers a much more superior product and their points are much more valuable. I can’t remember Hyatt not honoring benefits. Marriott hotels in US are a joke these days when it comes to benefits. If you travel to Asia, Europe or Middle East a lot, it’s still worth it there but if most of your travel is within North America or Caribbean, then forget it.
I’m a lifetime titanium, I prefer to stay at Marriott properties since I expect some benefits to my lifetime status. Unfortunately recent visits to elite concierge rooms have been bitter disappointments. The perks in these “special lounges” have been cut back to almost non-existent. As each service/perk is removed there is always an explanation provided that it was not “green” enough (no bottled water offered) or the change was made for the environment (no automatic housekeeping services). Confess Marriott, these are all cost saving measures and you are sacrificing years of our loyalty for short term profitability. Shame on you!
Everyone was ragging on Hilton…I’m at the Doubletree Toronto. Gold and Diamond get the breakfast buffet at the “third party” restaurant for the wife and I which is a CAD $28.00 cost without the status.
Marriot Toronto…zero breakfast. You decide.
Well, we can start a Yelp and Google review blast campaign and/or relentlessly call the manager of the hotel. We can barrage social media with facts of the situation and they WILL have to eventually cave.
Who’s in!!!???
I’m LT Titanium and it’s sad to see how far Marriotts loyalty program and services have tanked since the old, valuable SPG days. Still worth having status for Asain and many European properties but elsewhere, the lounges, service and perks are a joke. The worst part is Martiott corporate just doesn’t care anymore. Best benefit for LT these days is the freedom to stay elsewhere and not have to worry about chasing Marriott nights…
Have been staying at Marriotts a lot in the last year for business. They just seem to be getting more and more run down. I believe they are franchised and it shows. Switching over to Hilton. BTW had a Marriott try to charge me $350 for a service dog fee! Basically illegal. I left and will deal with it with corporate
Ambassador Elite/Lifetime Gold/Vistana Vacation owner
Ambassador meant something in Europe, in the states I have had deplorable experiences (asking for a bottle of water at check in and being told that I would be charged, denial of early check-in despite prior confirmation, no offer or complete denial of upgrades, etc.)
Traveling abroad the experience was quite different – with thank you notes, automatic VERY nice upgrades, even complimentary baskets or bottles of wine & chocolates, and personal post-visit follow up. And the only real difference between TE and AE is “Your 24” which worked a couple times for me – otherwise there is no additional point bonus/suite nights/free nights/etc. – NOT worth the extra 25 nights and $23k spend.
I’m at 80 nights this year with Bonvoy (so TE for next year) and I have officially switched to Hyatt. Even with NO status, Hyatt’s customer service BY FAR exceeds Bonvoy – I just wish there were more of them!
Agree with most of the comments here. Bonvoy in the US is a joke — I checked into the W in Hollywood as a Platinum after the hotel had “lost” my reservation, waited 30 minutes and then they magically found my room. No apologies, no follow-up after the stay. Corporate gave a measly 10,000 points and no response from the hotel. In Asia where I do most of my travel, the service is impeccable, status is recognized, and they always remember your name.
@DANENMCI
Thanks for ruining a great exchange by your pathetic political rant. SAD!
Make Lying Wrong Again!!! Grrrr. This goes for Marriott too!
Obviously it’s just not worth becoming a so-called elite customer.
Folks its easy do as I have simply dont complain just avoid staying at any Marriott property and stay in any of the other thousands of rooms available from other chains
Lifetime titanium elite.
Marriott domestic award program is awful.
Worth keeping for EU and Asia stays where they still recognize status.
But the constant devaluation of hard earned points is really frustrating.
The one good thing they did vs American Airlines…. when Marriott added tiers, my lifetime status always stayed at the top tier. AA “platinum for life” was earned when that was the top tier….. now it is nearly worthless when compared to upper tiers.
@Mike G…. It’s darn close to a GIMMICK…. Also with their surprise $5000 to $10K penalty for not being able to make it to a trip you paid with your hard earned points! If this isn’t a scam, it’s an expensive program!!
I recently stayed at the Courtyard in Lake George and all I will say is that they are doing you a favor not honoring your food benefit as that restaurant on the property is absolutely horrible. The food is bad and the service is a joke…Marriott should seriously think about replacing that restaurant.
As for Marriott Rewards I agree with most here as the program does little to none for their “most valued” members. I feel like someone can walk in off the street and get more than I do and I have been Titanium for quite some time. I’m starting to move away from them and book with other chains for all of my business travel.
Well, not anymore, as the default Bonvoy lifetime status is now Platinum, rather than Titanium…
With so many lovely property options when traveling, we have recently been constantly disappointed in choosing Marriott because of our loyalty, not theirs. We spend plenty on hotels as we want nice accommodations, but when the accommodations are not as advertised and the benefits are not even honored (upgrades, etc) why would we continue to chose Marriott??? But, you never know until you get to the actual property because of all the franchises/third-party excuses. You might as well go on Priceline.com and try your chances if your expecting quality.
The actual hotel service at Marriott branded hotels has completely tanked. I’ve given up on them. The value isn’t there. I’ll stay at Hilton on their Friends and Family rate or booking discounted rates through ID90 Travel when Hilton isn’t available. I won’t be chasing hotel points or elite status going forward. What a waste.
I am very loyal to Marriott. But i am currently struggling with the level of their loyalty to me.
We were just at the Ritz Carlton Amelia Island Florida and they did not honor any breakfast benefits for Platinum
The old SPG honored its customers better. Marriott could not care less.
After 8 years as Platinum and a LT Gold, they dropped.me to Gold by some erroneous mathematics.
Complain to HQ brought a condescending and uncaring response.
Time to explore other chains.
Hyatt, Hilton, IHG…anything but this inhospitable hospitality brand called Marriot.
I have always been successful at early checkin and 4pm checkout. That’s nice when I drag myself to the hotel at 10am from the long flight.
The comments here I see are I’m lifetime, I’m lifetime. Let’s start with no one sees that, they see member, silver, good, platinum, titanium or ambassador. So maybe check that I’m lifetime at the door. Kindness goes a long way, so try not being an asshat to someone who cant control the hotels occupancy. please understand that there are about 40-50 other platinum guests at the hotel on any given night, PLATINUM not including other levels so if they can’t upgrade you it’s probably because someone asked before you. And please for the love of God check your shi@@y a$$ attitude at the door it’s not the front desks fault if they don’t have an upgrade available. Gold members you are the worst with your entitled attitudes, gold gets you bonus points at check in that’s about it. Treating people like they are beneath you gets you know where, well Maybe on social media like so many have done. And just an FYI that tantrum you had at your last hotel more than likely is now part of your bonvoy record, and the next hotel can see what you did or said. The hotel industry was hit hard during covid and people don’t want to come back and work for a bunch of jerks to just yell at them about their UPGRADES. This is for all hotel brands not just Marriott.
Marriott/Bonvoy have always been my first choice. The brand, the quality, the benefits have always been on point. I was dedicated and loyal. Since the Starwood merger, Marriott Corp has considerably lessened its value, quality and loyalty to its members. Its sad, very sad so I have opted to do the same. So I have moved a lot of my loyalty to other companies and stopped remaining loyal to Marriott/Bonvoy. It’s a shame that we hear stories like this of hotel affiliates not embracing the premium benefits of our loyalty. I’m just one voice, I’m just one person, but I now throw in the towel! I will no longer be loyal to the the Bonvoy…I will spread my wealth to other intities as well! It’s all on your shoulders Bonvoy….too many poor choices against your loyal members!
I’ve used up all my marriott points and have just stopped even looking at marriott as an option for booking. The hotels rarely honor their program, so what’s the point of having loyalty to them.
Another Titanium here. Complained about atrocious customer service and Marriott backed the hotel, telling me they knew I had a choice of hotels and could basically go elsewhere. That’s exactly what I’m doing. In the process of using my points and then it’s a goodbye for me.
@Rob Gabel? What breakfast benefits? There are none at Ritz properties.
Marriott has become a joke.
For months, years even I have noticed a steady decline in their services.
For the past 2 years I have become elite with Hilton and so far so good there.
LT Platinum as well. I now avoid Marriott. They dont deserve loyalty anymore. Think its called short sighted greed. Wonder if they heard about how long it takes to get customer loyality and how quickly it dissappears.
Prior to merging with Starwood, Marriotts Elite rewards was the industry standard. The stays and service provided a consistently high quality experience. Since the merger however, and change to Bonvoy, we’ve seen the downgrade of Platinum to Gold, reductions of Elite benefits, inability to even provide late checkouts to Gold, the list goes on. And so Marriott has failed in the pressure race to stay on top. They are no longer the high quality brand of hotels that they were known for. Now it’s Hilton for the stay! As Gold with them I get food credits honored well at all their chains around the world. Service is impeccable and the quality is high and consistent. A new King is crowned!
Abandoned Marriott awhile ago. Glad we did. Keep hearing about devalued points and poor service for elite members. Focused on earning Diamond for life with Hilton. They are not perfect but I do get free upgrades and free breakfast credit.
Marriott does offer guest compensations if some elite benefits are denied. For example in any hotel a guest is entitled lounge access, the lounge is closed, and breakfast is not provided the member may contact Marriott for $100 compensation. If your booked room type is denied you get compensation, I forgot how much at each hotel. Technically, if a welcome gift is not offered you get $50-100 depending on hotel. I’m not sure if that means you want food over points and it can’t be fulfilled you get compensated. I’m platinum elite, and lately I have to email for points because I don’t get thanked or asked what I want gift wise for being a member upon check in. I may just call and see if I can get the $50-100 instead next time this happens.
I’m fighting with them now. Stayed at the Cosmo in Vegas a few weeks ago. I had no points credited to my account and had to file a case for them. (They say that the cosmo doesn’t automatically credit points). They have finally credited points for the room but the $800 in food I spent on property and charged to my room is being refused to be credited. I’m ready to cancel my bonvoy credit card after this whole fight with them.
35 year long time rewards members and have to say that I probably won’t stay at Marriott properties any longer.
The changes that have happened and of course got worse after covid hit simply says they no longer care about loyal customers…their success was based on creating loyalty with a very good rewards program.
My mind set I check all hotel brands to get the best rates and even if marriott has lower rate…I won’t book…tires of being told there are no upgrades and they don’t care when I say I was truly exclusive to their brand for 35 years.
There are so many other choices….I’m done being loyal.
Willard must be turning over in his grave seeing his baby ruined by equity capital and a CEO who is nothing more than a mouth piece for franchise owners/operators. I still kick myself for being so loyal all these years, disclaimer I grew up in DC and knew the family but then we all did ! Now it’s a shell of once great brand. There are better brands out there but honestly loyal means sh%t these days.
@Aaron c
Good luck with that since the arbitrators of the dispute are the individual property who denied the “benefit” in the first place. Furthermore, any claim must be made on site before you leave. Lastly, the Marriott Corp now sides with the property no matter what.
It is a shame.
I’ve been loyal to Marriott for over 25 years, but I’m now at the point where I put my loyalty into earning AA points and book thru their site.
I’m Titanium with Bonvoy and stopped short of Ambassador this year to focus instead on using AA’s site to book properties (frequent business travels) and now am the highest tier of AA, Executive Platinum.
I get sooo many more benefits from this air line than I do from Bonvoy.
Over the past several years, staying more than 100 nights per year in Marriotts and I’ve gotten upgraded only a handful of times. I’ve often had to ask for breakfast, as they don’t offer, and rarely acknowledge my status at check-in.
Bonvoy is a joke!
I am relieved to see these comments. I thought that I was the only one. Guess i have to give my stats. Platinum for life and at least PL for the last 12 years. Titanium for the last 5. I did not even realize that there was a lifetime Titanium before.
Thankfully most of my travel is in Asia and Europe and as many have said, service even at even a Loft or Four Points is outstanding and at a JW or W it is superior. But in the States, I feel like I need to apologize for being a member. Being loyal, it hurts me when I see MY brand being letting me down. All these years gaining points and status. I am embarrassed and angry. I just don’t even know what to say. On the other hand, I was forced to stay at the Hyatt Regency in Boston and they charged a 30 dollar per night “destination fee” that provided a 10 dollar discount on food but only for dinner as a loss leader and free internet. Lucky me! So maybe Marriott is not the only company trashing it’s brand, but it IS the one where I have built up points so not sure what to do. Stay in Asia I guess. The U.S. affiliates have lost the plot.
I am LT titanium but have moved to Hyatt and have been Globalist for two years. What a refreshing difference!
Is this the same as the Marriott. Vacation club??
All Marriott should be required to provide the elite benefit; breakfast; no matter who operates the restaurant. That’s not the loyal travelers problem.
I had the same issue on Santa Bárbara CA
This is why I hate Marriott! That company is cheap, cheap, CHEAP! They have always been cheap!
I stayed at the Courtyard in Lake George! Platinum member and breakfast was not included.
W Miami not honoring in-restaurant breakfast as a welcome gift. Nor are they willing to pay up the $100 guarantee. Titanium CS is hopeless!
Let’s take a stand, and say no to the Bonvoy brand!