Tag Archives for marriott.
Marriott has laid off several members of their Ambassador customer service team, and will no longer provided dedicated agents to their best customers until “returning to business as usual.” Instead, Marriott tells me, the remaining group of their best customer service agents will be “dedicated to Ambassador Elites.”
After furloughing tens of thousands of hotel employees Marriott is set to furlough two thirds of its corporate staff both from among its 4000 employees at corporate headquarters in Bethesda, Maryland and abroad.
Hotels that are empty don’t need so many people at the front desk or servicing rooms. Restaurants that aren’t allowed to serve guests except on a to-go basis don’t need as many servers, even if they had guests. And so Marriott has furloughed ‘tens of thousands’ of employees who will not be paid, but will continue to receive health benefits. Many hotels will also be closing.
Against my own interests, and without concern for angering the people I know at the programs, I’m willing to call out the good, bad and ugly to come up with a conclusion of what’s actually best.
Add this to the list of changes Marriott has made to the brand new program since launch, that is negative for affected members and that members weren’t notified about.
Now when Marriott Bonvoy Silvers and Golds call, it seems, they are no longer elite.
Yesterday we learned that Marriott is going to let former Starwood hotel brands limit award redemptions on high demand dates during the year, matching what legacy Marriott brand hotels could do.
There’s been a lot of misinformation spreading since the change became public (on blogs, Marriott still hasn’t told its members) so I wanted to correct these misimpressions.
Marriott has an award chart with each hotel assigned a category from 1 to 8. That determines the price you’ll pay in points for a standard room, as long as that room is available.
Every year Marriott re-categorizes hotels, moving them up or down, largely based on whether the rates are expected higher or lower than the previous year. There’s some wiggle room for adjustment, but changes largely track the hotel market. Here’s what’s happening March 4, 2020.
Marriott doesn’t have blackout dates. Award redemption is permitted on all dates. However hotels are allowed to have significant capacity controls for a handful of dates each year. Marriott is increasing the number of hotels that are allowed to limit award redemption at their busiest times.
Marriott made a change to its terms and conditions and it’s no longer only Marriott brands that can declare high demand dates where award redemption is limited. These redemption controls are now available in 2020 to all hotels within Marriott, including ex-Starwood properties.
At the Sheraton Princess Kaiulani in Waikiki the $33 per night resort fee includes a keiki (child) gift upon request.
It turns out the gift is a book“Dinosaurs Divorce, a Guide for Changing Families.” That’s right, the resort fee includes a ‘surprise’ gift intended to let children know their parents are breaking up. Hawaii used to be a romantic destination, but resort fees at the Princess Kaiulani turn it into something far darker.
I suggested in December that they’d kill the benefit entirely and then days later a memo leaked that it would end December 31, 2019.
There are two lingering issues, however. Marriott never told members about the change, and they made the change retroactive.
Gary Leff is one of the foremost experts in the field of miles, points, and frequent business travel -- a topic he has covered since 2002.
Co-founder of frequent flyer community InsideFlyer.com, emcee of the Freddie Awards, and named one of the "World's Top Travel Experts" by Conde' Nast Traveler (2010-Present) Gary has been a guest on most major news media, profiled in several top print publications, and published broadly on the topic of consumer loyalty. More About Gary »
