I’ve stayed at the Westin Arlington in the D.C. suburbs dozens of times over the years. It’s close to my office there. And the way this franchise treats guests is indicative, I think, of the larger problem with Marriott:

• Bonvoy members aren’t their customers, owners are.
  
• Marriott wants to appease owners, so that they grow their room count.
  
• Owners are allowed to get away with anything, fleecing their guests and diminishing the product. Brand standards just don’t carry meaning.

This is a short-sighted strategy, because guests stop trusting the brand and stop seeking out the brand. Since all Marriott has to offer owners is guests who follow their brand – the ability to put heads in beds – diluting the brand means Marriott dilutes its own long-term value. They are trading off current revenue from owners for the long-term viability of the business.

The Westin Arlington has started charging a destination fee, and Bonvoy lets them charge this not just on paid stays but on award nights, too. The hotel likes this because it’s more money to them from guests redeeming points, and because it saves them money on commissions paid out to online travel agencies (since it’s generally not commissionable).

However, the hotel doesn’t share anything about the benefits attached to the fee. That’s been reported by other guests as well.

When I checked in I was offered 1,000 points or breakfast. They didn’t offer the required choice of a local amenity, but I did not press (in the past when I have they’ve told me ‘two non-alcoholic items from the market’). I was told that as a Platinum member I was upgraded to a top floor room (the rooms are the same on the top floor).

Handed my keys, we were done with check-in, and nothing was mentioned about the $25 per night destination fee. So I asked about it. They do not even have a sheet for it. They agent, who has worked on property for many years, went looking for some coupons. He told me that the benefit is… get this.. a $12.50 per day food and beverage credit

Me: That’s the only benefit, $12.50 in food and beverage for $25?

Agent: Yes.

Me: I don’t think that’s possible. That’s not going to work. It’s not what’s published on Marriott’s website, and doesn’t meet Marriott’s requirements. I realize this isn’t your fault, so can you have the General Manager get in touch with me please?

It was also explained to me that they haven’tprogrammed their systems to auto-credit the $12.50 against food and beverage spend – you should charge to your room and then bring the coupon to the desk to have it applied at physical check-out. Breakage!

The Westin franchise agreement requires that hotels “must offer guests complimentary services and amenities with a retail value that is at least four times greater than the destination or resort fee charged.” The chain has expressly defended resort fees for the great value they offer to the guest.

Parenthetically, it’s worth noting that the franchise agreement also stipulates that Marriott can prohibit hotels from charging resort fees to elites (as Hyatt does with its top tier members, and Hyatt and Hilton do on award redemptions for all members). Yet Marriott has never exercised this option.

Here’s what the Marriott website though lists as benefits of the destination fee at the Westin Arlington – but that the hotel told me they do not deliver:

• Daily $12.50 food and beverage credit
  
• Daily 2hr bikeshare rental for up to two guests
  
• Tickets to the Arlington National Cemetery and Arlington House, The Robert E. Lee Memorial Tour for two guests
  
• Daily Enhanced Hi-Speed Internet Access (Wi-Fi)
  
• Bonvoy Elite Amenity (Gold members and above) – Daily welcome cocktail/mocktail for two guests

Someone here even seemed to know that Marriott Bonvoy terms and conditions require them to offer a benefit in lieu of high speed internet when that’s one of the inclusions in a resort or destination fee! Unfortunately I was not offered any of these things!

I was promised that the general manager would contact me the next day. I followed up via chat in the Marriott app to arrange this as well, and my request was confirmed. I never heard from anyone.

When this hotel opened 20 years ago it was a basic ‘Westin in a Box’ but there was a club lounge. When that was closed, the hotel didn’t just offer restaurant breakfast to elites – breakfast allowed any menu item and they offered a drink and appetizer each evening in the bar. Breakfast was cut back to the buffet (eventually even the omelet station was killed) and the evening offering was eliminated.

Those things are compliant with program terms but a reflection of ongoing deterioriation of experience. On this stay my room had ants in the tub. On a previous stay they had mix-and-match (with Marriott Courtyard) incorrect toiletries.

At this hotel they don’t tell guests about the destination fee or what it includes. They have no prepared sheet describing the fee. And they claim the only benefit – that they weren’t going to tell me about – is a $12.50 food and beverage credit. That’s remarkable.

Now they aren’t just being cheap, they’re genuinely scamming guests. Marriott has known about guest complaints regarding this hotel’s destination fee practices for months and hasn’t done anything about it. The property continues to get away with it.