Full service Marriott hotels in the U.S. were supposed to have their restaurants open July 1 which means where elite member benefits include restaurant breakfast that’s now supposed to be honored. Some hotels, though, are working angles to avoid offering it.
Consistency used to be the sine qua non of Marriott. Now it’s inconsistency. And not every hotel abided by the guidance. For instance I noticed this tweet about the J.W. Marriott Indianapolis,
Hi Matt, we are sorry to hear this. JW Marriott Indianapolis currently do not have full service breakfast is available. 750 points are provided for Platinum, Titanium and Ambassador level members. Learn more: https://t.co/qdtpBWgeaq
— Marriott Bonvoy Assist (@MBonvoyAssist) July 26, 2021
I reached out to Marriott, and the hotel now confirms they’re honoring the elite breakfast choice benefit in their High Velocity restaurant.
The worst part of this, though, is that Marriott’s customer service defended the hotel and propagated wrong information – par for the course in my experience.
The J.W. Marriott Indianapolis isn’t the only example that’s getting flagged by elite members. The Tribute Portfolio property Reikart House in Amherst, N ew York has its restaurant open.. it appears just not during breakfast hours at least on certain days. As a result elites are still offered a grab and go bag. I contacted Marriott several days ago about this hotel’s compliance and am awaiting a response.
With Marriott hotels, compliance with program rules is a whack-a-mole process to say the least… and it seems like customers are the ones getting whacked.
[…] thing for your CEO to claim that guests need to have more sympathy for hotel owners when hotels are ignoring elite breakfast benefits. But what about when they’re not cleaning rooms, because they don’t have enough […]