Comments

1. The resort benefits are definitely lacking, it’s one of the biggest complaints.

   The tough thing is that if you’re traveling to non-major cities, Hilton and Marriott become your only friends. Yes there might be a Starwood, but it could be father away or more expensive.

   So I read you guys talk about all the wonderful Hyatt, intercontinental, and Starwood properties, reminding me of their benefits, but I’m a top tier status at Hilton and Marriott because it’s all that is consistently available.

   And comparing Hilton to Marriott, I feel the latter definitely is better. So thus the popularity for the product. It’s the best of what is available for non-major cities.

2. Interesting post and I walked away from Marriott in 2001 or thereabouts.

   The bed type thing is kind of funny as I always thought that was the one thing Marriott did better than anybody else.

   -David

3. I let my Platinum status expire at the end of February and am Gold until February 2013. This program is definitely not for me. Not at all impressed. Hyatt is definitely my top choice.

4. Agreed. I am currently in the plat challenge, but most cases i still picked a spg hotel over a marriott over suites and late checkouts.

5. Gary,

   I am a Marriott and Starwood Plat and have been for a while. I generally use SPG for the aspirational hotels. While Marriott has the JW and Ritz brands, you NEVER get any more than what you are entitled to at those brands. I’ve had better experience in getting great rooms at SPG, though service can be spotty, even at the St Regis. At the Ritz, where I never get upgraded, nor expect it, the service is impeccible, the Ritz is a unique proposition because of their service. As a frequent traveler, I appreciate the Marriott coverage. SPGs is limited, so I use Marriott as my backup. One of the elite Marriott benefits I constantly use is the coupons. As a plat you can get $1000 in coupons for 135000 points. Those go a long way. I view those as similar to getting credit at spg for award stays, as I am paying with points but still getting elite credit. Spg has upped the ante recently and Marriott has made no improvements to their program. I am waiting for Marriott to respond. I’ll be interested to hear how your other Marriott stays go, assuming they aren’t at JWs.

6. Great detailed review. It is certainly the Marriot loss. thanks

7. I avoid Marriotts like the plague when I can. Really, they are only in the “taking care of elites or frequent guests” because they have to keep up with the competition.

   Starwood created the bar & at the very worst they at least can pretend that they care. Marriott doesn’t even try. They do the least they can.

8. The whole resort thing leaves me shaking my head.

   Whether chasing free stays or paying, resorts with all their fees and exemptions seem the most costly way to stay — drink the kool-aid and get what you get (your description of being charged to use the “gym” is telling). It reminds me of the spa thing in Europe with the extra costs, limited access, and people tromping around in towels and flip-flops (which itself is reminiscent of little more than an upscale high school locker room).

   I did have a (Marriott) rep tell me what a really great thing it was that parking was “free” at a property recently (in the boonies in Georgia). Ridiculous.

9. Great post. Very interesting.

10. I have been a Marriott platinum for two years now and my experience is very different from yours. I have almost always been given a suite upgrade, many times the presidential suite.(I do always call the hotel manager prior to my stay and request the suite upgrade) In one hotel in Seattle that I use when visiting my daughter in college, they have always given me the upgrade and free breakfast on the weekends when the lounge is not open. One month ago in Boston, the Ritz also gave me a guaranteed suite upgrade.(This again followed a call with the front desk manager)My only concern with Marriott is that some of their hotels are very much in need of updating.

11. I’ve been Marriott Platinum for ~6 years now. I have to agree with AA. Lots of blogs talk about how great Hyatt and SPG programs are but they just don’t have nearly as many properties. Personally, I have had a lot of luck at Marriotts including them let me check in at 5 am at some properties, check out at 10 PM in others, and one even gave me a free parking for a month in a paid parking garage. Quite often I have also been upgraded to suites without asking for it. I’ve also had a few properties give me breakfast vouchers even when it wasn’t support to be a benefit on the weekend. To each their own I guess.

12. They are just so big they can’t be avoided. In my experience, apart from a couple extra points there just isn’t much difference between gold and platinum. I have never expected or received an upgrade to a suite. The main reason I stick with Marriott is the coverage and our corporate travel program. With the credit card and roll-over, qualifying for gold is not that difficult. You should consider calling and asking to switch to the gold challenge, if you don’t have that already. They do have some interesting Autograph properties and good coverage in cities like Paris, London and Rome. The standard Megabonus offer (2 cat4 after 4 stays) is decent value.

13. In order to get the ca$h for not being offered or receiving a Plat benefit, the Plat must ask for it before leaving the Hotel. Once you leave teh Hotel deals off , which means if you indicated you want the Pts as the Welcome Gift then since it wont post before you leave the hotel if it should not post you arent entitled to the $$

    Personally I never asked for the $$ when staying @ a non-FS property (usually $25) and only twice at a FS and got the $100. There were a few other times I could have goten it but didnt pursue it since the Hotel went out of their way in helping me with other things

    there are pro and cons with all the programs the main thing is to know exactly which program offers what and most bets are off when staying at a Resort.

    Yea Hyatt is on top but with so few properties what good is it, and now they did away with their FFN promo to boot.

14. I feel kind of the same way. I’m in the middle of a challenge and just left the Ritz Dove mountain resort in Tucson a couple days ago. Although very polite, I was extremely underwhelmed, and somehow they charged me tax, a resort fee, and then tax on the resort fee…..I have no problem spending money when I need to, but I dont appreciate being nickel and dimed

15. I stay at Marriotts because they have great availability in the suburbs where I work. In most suburbs in other states, I can’t find a Starwood or Hyatt but I can easily find a Marriott or Priority Club.

    My preference is Starwood. But unfortunately there are none where I travel. I can usually find a Starwood in the big cities.

16. @craz I asked for the money and they offered the points. They said “I can post the points right now.” I said, “My point is, I wasn’t offered the amenity. That’s supposed to be guaranteed. And at checkin, arriving so late, a little snack would have been nice.” They said, “I’ll post the points right now.” I said, “NO, please do not.” And I now have to take it up with Marriott Rewards. We’ll see.

17. Gary,

    Wise choice. The only thing that Marriott has going on is the sheer number of properties. I left the program in 99 after some lackluster experiences followed by a particularly bad one a at a different conference hotel, followed by an even worse customer “recovery” that sent me shopping to SPG. 600+ SPG stay later I am still extremely happy with them (and happier still that they just made me lifetime platinum…)

    You won’t regret it.

18. Gary the best thing to do is to call Marriott rewards during your stay, explain the situation, and have them set the record straight with the hotel. Some times even the FDM doesn’t know the policies when it comes to the guarantee – which is a whole other issue.

19. @CodeAdam10 I was mostly interested in using the experience to learn the Marriott Rewards program, and i think I’ve accomplished that, I don’t ACTUALLY care whether they fulfill a guarantee for me, I care about learning that they didn’t want to 🙂

20. As a previous Gold member, I came to the same conclusion over the past year and decided to skip out on renewing my Gold status again. The nail in the coffin for me was not receiving an upgrade or breakfast on a weekday stay at the JW Marriott Las Vegas Resort. It wasn’t until after my stay that I realized the lack of benefits at “resort” properties, which seems counterintuitive.

    Marriott clearly needs to step up and increase benefits for Gold and Platinum members. I sent an e-mail to Marriott explaining why I’ll be abandoning their rewards program, and never heard back after the initial response from Customer Service that they forwarded my message to the appropriate department.

21. I was thinking about going for the challenge, but after reading your devastating review will not bother.

22. Not a Marriott guy, but as others noted, they are excellent for out of the way places, and those properties I find to be a step above Holiday Inn. I especially like Residence Inn and Spring Hill Suites.

    Now I would probably choose a Holiday Inn if I wanted to maximize Priority Club with all of their bonuses. But since I can effectively buy those points at an incredibly low rate, I prefer Marriott, or also Hampton Inn, when I am in such locales.

23. @ Gary

    I take it you asked for the $100 when you were checking out as they do have till that point to offer the Gift to you. eg I wasnt offered anything at checkin and when passing by the FD the next morn and asking fora late checkout I mention oh btw I never was offered my Welcome Gift they can then and there offer it to me and thusly dont have to fork over the $100

    If you did it at checkout thats when you need to ask for the $100 and if denied ask for the MOD and call Marrott Rewards or MR CS. Its a big headache having to deal with it at checkout especially if your in a Rush.

    The Main problem is most of the programs have been declining year after year where the benefits arent what they once were.And the amount of pts for a free night keep going up as they ALL keep increasing their Cat levels Most Hamptons are 30k or $179+ for a MOTEL

    I like MR simply due to the availability of their locations unlike *W or Hyatt which are hard to find and when you do its usually 1 hotel in that area while there will be several Marriotts or Hiltons to chose from.

    and for now Meetings earns 10 nights and the CC earns 15 so theres no real need to stay 75 actual nights

24. @craz yes I raised this issue at checkout.

25. I’m Lifetime Plat (> 10 years as earned plat). I’ve stayed in the Marriott Marquis in Times Square many times, usually for one night and checking in after dinner. I always got a suite, occasionally a monster sized one.

    Last June I was in Hong Kong on vacation and had booked with points. When I got there they had no rooms available on the club floors nor any suites. They gave me a standard room (all I actually booked, and it was quite nice) and refunded half the points as an apology.

    Maybe they can tell the difference between Plat challenge vs lifetime, maybe not, but I’m quite happy with them.

    By the way, as I write this, I’m in a Hyatt Place (Diamond status) which I happen to like a lot. I see them as about equal to Marriott SpringHill Suites.

26. @Steve There is no distinction between a “regular” plat and a “challenge” plat but… when you checkin, the computer shows your # of stays and MR points balance (the stuff that shows on your account on the website) and some other hotel-specific stuff and a notes section. Checking in as plat with a zero balance and stays may cause a FD person to raise an eyebrow but it shouldn’t; status is status.

    @craz Actually, the arrival benefit is an “arrival” benefit, not a “we can give it to you anytime before you checkout” benefit. You have to ask for it before you checkout but once the “arrival” has passed, it’s time for cash. The guarantee makes no sense if they can just give you the benefit after they fail to deliver.

    When I don’t get it, I stop by the front desk the following morning if I have time, or evening if I didn’t, and mention that I didn’t receive my amenity, would have liked it, that the $100 will sure come in handy and if they want me to wait for it or if they’re busy, to just deliver it to my room. Oh, and smile when you say it.

    @Gary I’ve been a plat (or plat premiere) for the last 14 years. Shabby treatment all around. Did you have your own reservation?

27. @Richard yes I did 🙂 and yes my Platinum # was in it. And my reservation showed a request for King, though I believe technically the standard group rooms were run of house.

28. As a newly minted Plat I would have to concur with your analysis, I have been less than impressed. No early checkin, no suite, and no guaranteed late checkout. Though as I’ve written on flyertalk I have noticed that the hotel management now goes out of their way to accommodate me when I have a concern, which is something that didn’t happen before.

    It is a shame you had such a bad experience at the JW Scottsdale, which is one of my favorites resorts. I’ve never had a trouble getting a nice King room, sometimes even below $100/night (though not during a conference or peak season). This is a great resort for families, and the pool is truly awesome. The food is good too and there are many good dining options nearby (which is not always the case for resorts).

    It is a shame that many of us are stuck with Marriott and Hilton, but SPG and Hyatt just don’t have the same breadth of geographic coverage (though there is a nice Westin in Scottsdale!)

29. Marriott only provides value if you’re using your credit card sign up bonus points to stay 4 free.

30. @Boraxo for what it’s worth I’ve eaten at the JW in Scottsdale and much enjoyed it. I wish I had stayed at the JW in Scottsdale! This was the JW in Phoenix, which is much less enjoyable IMHO. 😉

31. Gary-
    Sorry this all happened. I LOVE that property and have been treated better than this when I was NOT a plat. Now, being plat, they treat me very well there….

32. Im always surprised when I see Marriott getting high accolades & people praising their program. I haven’t found them beneficial in the last decade I’ve been (seriously) accruing points. They do have more locations than Hilton/Starwood in some popular locals, but not worth my loyalty.

33. all the above makes sense, but for guy without status and trying the platinum challenege, it sure is just super cool just having access to the platinum phone line. I swear its the only way to have a phone call go the way you would ACUTALLY expect it to go all the time…..so smooth, no hassles.

34. Gary,
    I am a Marriott Platinum Premier and have been at least a Platinum member for several years.
    Yours was certainly was not a very impressive stay – appallingly bad CS. Out of the several hundred nights at I’ve logged I’ve only had a handful of cases where I’ve had really bad customer service experiences, so I would say my experiences aren’t that bad.
    I very often get suite upgrades or real room upgrades (including most of the time when I ask for it unless the property is quite full, although even then they’ll sometimes still give me a suite if it hasn’t been sold). But it is as you say not an official perk. Treatment depends on the property, I’d say about 25% of the properties tend to just give me the minimum benefits, but most seem to enthusiastically recognize my status. I do agree that resorts often are the ones that are less into status recognition.

35. marriott is soo bad on their program that I actually prefer IHG sometimes given their coverage is even better. I just dont understand people who like Marriott

36. That’s quite a damning assessment of the Marriott Rewards loyalty program, and it mirrors reports I’ve seen from others. I guess their loyalty is based primarily on Marriott’s enormous size rather than anything to do with their rather lackluster products and services. Even the people who wish to defend Marriott Rewards standards are routinely claiming receipt of products and services that are explicitly excluded by the terms and conditions of the Marriott Rewards policies. That should be red flag right there. Apparently Marriott Rewards is only worth the trouble when your specific Marriott hotel chooses to break their own rules and offer upgrades that they’re not supposed to offer. I don’t know about you, but I wouldn’t want to rely on a program that is only worthwhile when the rules are completely ignored.

37. In response to Dax – most Marriott brand hotels are owned by hotel groups and individuals and not Marriott International. Hotel owners want return guests.

    The hotels contract with Marriott Rewards primarily for marketing purposes. Any hotel that wants to offer more than the Marriott Rewards minimum benefits is certainly within its rights to do so and quite possibly may be making a revenue enhancing choice in the way they treat their elite guests.

    They would likely offer these kinds of elite benefits regardless of the hotel brand. Many hotel companies own hotels marketed in several different brands with the same company having hotels in multiple hotel chains like Hilton, Marriott, Starwood and IHG.

38. @Ric Garrido: I see what you’re saying. Unfortunately that doesn’t change the fact that the Marriott Rewards rules are written to arguably expect the most from their customers while at the same time expecting the least from their own hotels among the big five frequent stay programs. This may in fact be part of their loyalty strategy, insomuch as they are already training you to work extra hard to obtain your status and yet expect very little when you get there. That way every time you receive a suite or some other unpublished amenity it seems like the hotel is really bending over backward to impress you. Cynical perhaps, but apparently it’s paying dividends among those who don’t bother to shop around.

39. The summary of your stay is you may as well have got the hotel off Priceline’s NYOP for all the benefit you got out of Plat status.

    I don’t mind getting Marriott’s off Priceline for 1/4 of there rack rate, but I’d never pay the listed price for any of the ones I’ve stayed at.

40. @Will – well, I wouldn’t have gone to priceline since I wasn’t the one paying for the stay, but for what it’s worth Marriott honors elite status on Priceline stays (though such stays don’t count TOWARDS status)

41. I also have had negative experience with the platinum challenge. I stayed the required minimum number of nights at variousMaarriott properties, but for 1 reason or another none of them counted towards my 18 nights required to keep platinum. It is my opinion that your overall experience with the program is that properties can simply choose to pick which, if any perks, they offer for guests. Also that the burden to get the perks falls upon the guest, and not the property. This is 100 percent my experience and I am also abandoning Marriott.

42. I too am a Marriot Fan. The breadth of their properties is nearly unmatched, and I have always received great value from Marriot Rewards points.

    I have been a Plat the past few years, but it does not look like I will travel quite as much this year.

    So, I converted my account to Ritz-Carlton Rewards, and applied for the RC Rewards card. It carries a $395 annual fee, but gives you automatic Gold status in Marriott and Ritz programs with a $10K annual spend. (In addition to the 50K sign up bonus plus some other rich rewards.)

    Next year I’ll let you know if I feel any less well treated as a Gold (vs Platinum)…

43. Once upon a time 20 years ago I knew nothing about programs.
    Not the value of point, what elite status could or couldn’t do for me. I never thought about earning miles, transferring them or what an aspirational award really was other then getting a room in the city you needed for the night in question. That was before blogs came to be and the internet ruled. You called made a reservation and waited for the confirmation number to be mailed. Need to redeem a Marriott free night?You waited for a paper certificate to be mailed which could take a month to receive. Do you remember?
    Remember something called the post office?

    Yes folks Marriott was my favorite program because then it was the only one I was in and quite frankly I didn’t know any better.
    There wasn’t a Gary Leff or someone around to detail and debate the positives or deficiencies. Inside Flyer was a cult magazine I discovered only years down the road. You couldn’t buy it on a newsstand.
    Fast forward to 2012 the world changed long ago and Marriott only a little in comparison to the generous programs we see today. They are reactive then proactive. Folks that like them don’t seem to care. It’s the same folks that had the same hair style since grade school some of them
    Stay with what you know what feels safe.

    I achieved lifetime Plat status this year with Starwood/SPG and awaiting lifetime Diamond status with Hyatt
    Marriott lost over a half million dollars from just one guest because over the decades it just couldn’t
    measure up in the guest program, value, or in house recognition. They still are a good brand where the properties aren’t tired however they continue to coast in the program and promotional end with capped redemption on award categories
    Marriott Rewards never met its true promise to many of those in the know.

    Thankfully there are still a lot of folks that like the brand with its strengths and its faults, don’t know the difference,dont care and stay anyway
    I’m sure Mr. Marriott is grateful for these folks or he and his colleagues would be forced to fix all that’s wrong with Marriott Rewards despite what is reasonably right in some regards.

    I am grateful to Marriott they are the far from the best however they take many travelers that don’t know the difference like Southwest and get them out of my preferred hotels and planes and allow me to get my upgrade and rich rewards while they suffer a average fate in many common boring properties by choice or just not knowing the difference. If one loves the brand and sees it as the best of the pack so be it. Then all the rest doesn’t matter anyway.

    I’m grateful my relationships
    And these brands, programs serve the lion’s share of my needs globally. It’s a very rainy day when I’m in a Marriott which happens once every few years. My family grew up with them and now they and many of my business associates moved to the brands and programs I frequent today.
    I don’t need ten thousand properties. I need a few thousand good ones to choose from that recognize me for being loyal at the end of the day in a lifetime relationship
    I have that above and beyond and have tremendous gratitude I didn’t stay in Marriott/Marriott Rewards. It’s mostly about Marriott not the customer despite the beating of the drums.Many still vote for them as the best
    I’ll bet many have never been outside of a Marriott with any frequency and done a direct comparison with competing programs.

    Cheers

44. Wow. I didn’t know you do not impose a word / character limit on comment posts Gary! 🙂

    @ Don: I am Fairmont Plat, Hyatt Plat, and Hilton Gold. I like them all for various reasons, and use them all for certain properties / cities.

    I know and appreciate a variety of hotels and their programs, but Marriott is still my primary program / hotel. They meet my needs, breadth of hotels is almost unmatched, and like I said earlier, I receive great value from my Marriott (Ritz) Rewards points.

45. Good morning – I am not as high a level status as many of you, but I have found the Marriott meets my needs as an international traveler, and one who takes advantage of their rewards program.

    I found Hilton takes so many points to redeem for nights vs. Marriott that their program is not worth the effort. 150,000 points for 7 nights in Europe including the Renaissance Plaz Vendome, using the points for an Alaska cruise, etc. made me very happy with Marriott.

    I have heard SPG is a great program, but found too few locations to take advantage of their hotels.

    One can hope that the criticisms voiced here will be listened to by Marriott to improve the program.

46. You nailed it. Just wasted 10 years funneling all business to Marriott and achieved Platinum PREMIER this year. But the things you specifically mention are my biggest peeves but you can add upgrades to that list too. If you beg and plead properties in advance and again at the desk, you might get some leeway but most properties don’t care and have to be shamed into providing what Marriott promises…

47. Wow. Is this a joke? Get a life. This is sad and disgusting that this experience riled you up enough to post this. You poor thing.

48. @John I wasn’t looking for sympathy! I share my experiences, I post regularly whether I’m riled up or not. 🙂 What does it say, that this post riled you enough to comment? 😛

49. I was gold with Hilton for years but then grew tired of staying at Hilton when my colleagues were at Marriott. I gave up and moved to Marriott. I’ve been gold for a couple of years and will be platinum after this year. But I travel with platinum members so I can compare. And I don’t think gold and platinum are worth much, certainly not for going out of your way to stay at Marriott properties.

    I find the promotions lacking. I have multiple free nights expire because there are few decent Cat 1-4 hotels in places I want to go for fun (and the company is paying when I’m not traveling for fun). I earn them and they disappear. I have 4 sitting in my account right now. So they are useless to me.

    I avoid Courtyards, particularly when I am traveling with family. The fact that they don’t offer their mediocre breakfast to people who stay in Marriotts more than a month annually really irritates me.

    The fact that there is no breakfast on weekends or lounge access also irritates me (but does encourage me to stay at Residence Inns if I am traveling on weekends).

    The only real perk that I enjoy is the points. Just returned from a Ritz Carlton stay. It was free with points and the Ritz kept delivering nice food items to my room (even though I’m only gold… never happens at Marriott). At least I had free internet as a Marriott gold.

50. Ugh, all of you high maintanence people remind me of this:
    http://www.youtube.com/watch?nomobile=1&v=WCqm4H3m3Ew

51. Gary: Just reread this post. I agree that marriott is the worst program – but the trump card is the free night after 2 stays. It has saved me a bundle, and even though I’m still shocked that with 40 nights/year I am not top tier, it is a huge benefit to MR.

52. As a Gold Member of Marriott (by accident) I am not impressed with their program either other than I am grateful I no longer have to pay for internet. I will say my most recent stay in California was better than any other Marriott stay I’ve had previously.

    I am a lifetime Gold with SPG (I own a vacation property with them), but their hotels are not everywhere I travel and I’m not always impressed with some of their properties either. I am Platinum with Priority Club and while it is easier to earn status with them, it isn’t any better in terms of upgrades or amenities. I pay the $100 a year to be an Ambassador with IHG (Makes you automatic Gold member for Priority Club) as it is the only program that I’ve experienced true spoiling as a guest. All reward programs could learn a thing or two from them. Maybe its the $100 you pay to join, but for the free weekend you receive every year that you can use at any property; the free upgrades; the tray of fruit and cheeses they leave in your room upon check in and the treatment the staff provides by far its the best.

    I personally think the reward programs know we will continue to stay; earn our points and they don’t have to cater to us because we will continue to try to earn the elite levels and stay at their properties…

    I appreciated your blog about your experience. Thank you

53. John and spg fu deserve gold medals in “How to Miss the Point”. None of the people on this blog are people who are asking to be greeted with red carpets simply for having the audacity to book a stay at the hotel.

    They’re merely saying that hotels offer loyalty programs as a means of encouraging repeat business (otherwise, someone might not go out of their way to find that particular brand of hotel on their next trip, and might just pick the most convenient option). And they are saying when it comes to Reward programs, that Marriott’s lacks.

    I’ve only ever been a part of Marriott’s, so I have no point of comparison, but Gary illustrated his point wonderfully. He also outlined where basic customer service promises made in the Agreement for Gold/Platinum members are not honored. I don’t believe non-Elite members should be treated ‘worse’ than Elites, however, the idea of a loyalty program is a ‘thank you’ for using their service frequently for a specified period of time, and for your business.

    If you treat someone who has spent a staggering 50+ nights in a year on your property no better than someone who is staying for the first time, despite promising a Rewards program with significant upgrades, you basically tell that customer that they shouldn’t waste their time going out of the way to stay there and maintain their status.

    Perhaps if you actually READ the article and quit trying to funnel it through a “white people problems” narrative that doesn’t scan, you would realize that.

54. I did read the whole thing. I am white. I am also Platinum. Sometimes I don’t get my little extras. I don’t complain. Marriott has the best “exchange rate” to real dollars with points. Marriott has the best bonuses and promotions. They are also everywhere. I don’t think they should treat people like spoiled children when they choose to spend what is often someone else’s money there. The end.

    And btw hopefully everyone knows by now that if you are spending your own money you should use Priceline, unless your travel schedule is subject to change.

55. And I hope i get that Gold Medal you say I deserve. Otherwise I’m going to bother a bunch of people at their workplace and call toll free numbers demanding money. Then I’m going to write a blog and hopefully start an argument on the comments section.

56. I’ve stayed at many Marriott properties over the years and have never been disappointed by not getting a room upgrade or guaranteed bed type. I am disappointed with the “arrival gift”. A chicken salad sandwich, bag of chips and can of soda hardly qualify as a “gift”. Quite cheesy if you ask me. If theny really want to reward platinum members a real gift should be something from a catalogue from which the member should be able choose would make me feel more “rewarded”.

57. I have been a platinum Marriott fot many years and am life time platinum. I receive treatment as described by their rules. Usually upgraded, able to override sold out, lounge access, polite service, etc. You guys that are golg and trying to get platinum complaining about the lack of benefits?? This is how a Marriott associatte explained things to me one night at the bar, Silver means nothing. Gold we pay a little attention. Platinum we care and try. Lifetime platinum come in and sheet on the floor and we say thank you.

58. This review has absolutely no reputation to stand on. It is obvious you know absolutely nothing on how a Marriott works.
    First, PLATINUM is NOT the highest rank when it comes to Marriott customers. There are two tiers above Platinum which are Platinum Elite and Platinum Premiere.
    Second, on the “guaranteeing bed type” issue you had you are a complete horse’s behind. You showed up at 11pm at night and expected your room type to be honored? Can you say you know for 100% that all the King rooms weren’t taken by Platinum members who got to the hotel before you? No, you can’t, because you obviously think you’re the only Platinum to go in that day.
    Third, your inability to see the reasons of one and two only show that this is not a real review but simply a review written by a child who was spoiled at a young age and can be lumped into the “entitlement generation.”
    You have no business writing reviews if you cannot even do all of your research.
    NOT TO MENTION the upgrade, breakfast and lounge policies are NOT the policies at ALL MARRIOTTS. Fairfield INNs, Comfort INNs, and other category 3’s and 4’s of the Marriott brand extend all these policies from Platinum to Platinum Premieres.
    Please do your CORRECT research before you open your ignorant mouth and smear the reputation of someone else’s business. I feel sorry for anyone who would believe your elitist attitude holds any grounds to review a company.

    Facts: You were not the highest tier, you showed up after other Platinum guests (did you expect them to kick someone out of their room for you? You probably did because you sound like a jerk) and assumed a front desk clerk monitoring 950 rooms would remember 1 person who cried the “entitle me” game.

59. I love this comment! Of course Marriott redemption categories (“3’s and 4’s”) have nothing to do with brand, the economics of Marriott Rewards are that categories are determined largely by redemption popularity and thus cost to the program.

    And the bed guarantee issue has nothing to do with the number of elites on property with a similar guarantee, Platinums should be pre-blocked into the preferred room type and not moved out of that room type regardless of how late they are checking in per corporate policy.

    Your attitude about Platiinums just underscores my analysis of the value of that tier. So thanks!

60. I stay at this Resort on New Year’s.

    You are right, No concierge Lounge and no breakfast at resorts. But, it’s like that at all Marriot Resorts. On the other hand, you could have paid the 35 dollars and got the Concierge access, got your Breakfast, happy hour, apps and wifi (in the lounge).

    The site was great, the only thing I didn’t like was that they closed down the lounge on New Year’s eve to have non-stays guests take it over on New Year’s Eve. Kicking it’s guests out and no underage guests. To me this is B.S. to boot your staying guests out of the hotel lounge to provide entertainment for non-staying guests and telling me that my kids cannot be in the celebration is wrong. But hey, that’s me and I understand that the hotel needs to protect itself from complications that can come from interactions between adults and underage guests.

    With that said, 13 yrs as a Platinum Marriot member. I will never consider leaving. Marriot does honor its obligations, you just have to know what they are. You also have to keep in mind that most sites are privately owned hotels with the Marriot name. These sites are not going to willingly give away profits. You have to force the issue by calling the Marriot customer call center. I have done this twice due to what I considered improper treatment and I have received the compensation required and at one stay more.

    I think at this site we had some concern in regards to service and they gave me back enough to cover the resort fee and $100 to boot. On top of that, it’s a beautiful hotel with many gardens and pools.

    This site is great, the only thing I didn’t like was that they closed down the lounge on New Years to have non-stays guests take it over on New Years Eve. Kicking it’s guests out and no underage guests. To me this is B.S. to boot your staying guests out of the hotel lounge to provide entertainment for non-staying guests and telling me that my kids can not be in the celibration is wrong. But hey, that’s me and I understand that the hotel needs to protect itself from complications that can come from interactions between adults and underage guests.
    With that said, 13 yrs as a Platinum Marriot member. I will never consider leavig. Marriot does honor it’s obligations, you just have to know what they are. You also have to keep in mind that most sites are privately owned hotels with the Marriot name. These sites are not going to willingly give away profits. You have to force the issue by calling the Marriot customer call center. I have done this twice due to what I considered improper treatment and I have recieved the compensation required and at one stay more.

61. @Front Desk

    Comfort Inn ?!?!…
    When did the Comfort Inn join Marriot family of hotels ?!?

    I thought the Comfort Inn was part of that crappy Choice Hotels family of hotels, that I would never choose to stay at.

    If you are going to blast the O.P. for not doing his research, you should at least do yours.
    (BTW I would troll people for a living, if I could)

    If you are going to state that the O.P. has to prove one thing or another to make his claims valid, you have to assume the same burden to make your claims valid. 950 rooms and not one King is open?.. Come on, be real. They may not be clean or of had the staff to make room ready but this is a HUGE facility and the chance of 100% occupancy of all the King rooms is slim to none.
    Another thing you cannot do is cry like a little girl, saying that the O.P. is crying like a little girl. Do you see how ironic that is?
    I am not running to the O.P. defense, championing his cause. I just do not like posts like yours. You are trying to start a flame war. The O.P. is the customer. If he feels that he has been shorted in anyway, he has a right to express that feeling.
    You do Marriot a disservice by making comments with a name of “Front Desk” as if you are a representative of the franchise. Now everyone thinks everyone in Marriot has the same distaste of Marriott’s customers that you have.

62. BTW… sorry..

    I hit the cut and paste and double my text on my original post.
    Appologies.

63. I have been a member of the Marriott rewards program since 1985 and a Platinum member since the status was started. I have a lifetime Platinum and was a Plat Premier for the last 3 years. With that said I have seen Marriott roll out the red carpet during bad economy times and barely give you the time of day when the economy is doing well. I have stayed at over 400 hotels around the world and the consistency of what you get is all over the place. I only wish I had spent all of my time instead of Marriotts but either the Hiltons or Starwood hotels since the Marriott has really been disappointing in the last few years. Its too bad because I had been as loyal to Marriott as anyone could. There were times I would drive 40 miles out of my way just to stay there. Also, there selection of resort hotels outside of the US is severely lagging behind.

64. My daughter is a part-time Hostess at a beautiful Hotel in Tennessee. She is a brilliant, cheerful, full-time student at a local University. Overall, she loves working with the public and really enjoys her co-workers and management staff. She is dilligent and constantly strives to do a great job. Occasionally, through no fault of her own, a customer may not get the room(s)requested or desired. Unfortunately, the customer feels it appropriate to “Vent” by screaming or being rude.

    Please keep in mind that Host/Hostess does not make the rules and that he/she is often entry-level and doing the best job possible – keep in mind too that someday your son/daughter or maybe even YOU may be on the receiving end of such a negative interaction.

65. For someone who works at the front desk of a JW Marriott I can honestly say that I am glad you all are leaving the program because every single person at that front desk would be happy to never see any of you Platinum members ever walk through the doors of their hotel again. Do you think you are in some way special because of how many nights you are punished to stay in hotels because of your careers? Almost all who have posted on here are platinum members, this is no way means that you are special or you truly deserve any of the benefits you receive. In our hotel we sometimes have 40% of our nearly 1000 room hotel full of elite members; Gold, silver, and Platinum. So why should it make any difference whether you receive your suite, or your breakfast, or your gym pass, or your concierge access? If you really want those things so badly, pay for them yourselves like the rest of the working world. I’ve had platinum members curse at me for not offering them free breakfast and all I can think of is how there are starving children in other countries and I’m being yelled at by a man in a thousand dollar suit whinging like a small child because they didn’t get what they wanted.

    The Marriott Company offers great hotels with great service, just because we do not lick your shoes when you came in does not mean you have to stop staying at their properties. If you really want someone to take you to the gym and give you all of the free access and privileges then go home to your mothers, I’m sure they’re give you free breakfast and hold your hand and take care of you like you really want.

    I’ve only worked in my position for 6 months but I’m actually leaving the company and only for one reason. Platinum Members. So next time you check in to your hotels I want you to really think about how you are not special, that you do not “deserve” anything you are promised as a Platinum member, and that when you yell and complain at the front desk the people who work there only stare at you with hatred and loathing and see you as the egotistical, rude, selfish, and stuck-up people you really are. So thank you for staying as Platinum members, but don’t let it go to your heads and make you feel any more special than you actually aren’t.

    Sincerely,
    A Pissed off Front Desk Agent.

66. Harold. If enough of your colleagues think like you, then Marriott will go the way of UA…

67. First, the special offer you received isn’t called a Platinum Challenge. It’s called the Taste of Platinum Elite offer. I know a hundred web sites say something else, but they’re wrong, and so are you.

    Second, this illustrates everything that is a disaster about the Taste of Elite offers. People who have never stayed call in and demand the top-tier level, and then if they get it, expect to receive a whole series of benefits it doesn’t offer, and then are bitterly disappointed when they don’t receive what isn’t offered.

    The benefits meant to be reserved for real Platinum Elite members are constantly being degraded by a mass of individuals with the fake Platinum Elite status levels provided through these offers.

    It’s too bad we can’t actually see your reservation at the Desert Ridge hotel as it was originally booked, as I speculate that being a part of a group reservation, your Marriott Rewards account number was almost certainly not on file (no, I don’t know, but if I could bet on it, I would).

    You personally find certain things valuable for high status membership, and don’t like Marriott’s Platinum Elite status as a result and have walked away from your Taste of Elite offer as a result.

    All status programs don’t offer the same things, after all if they did, they would be the same program. Nor can every program offer every benefit that any hotel guest could conceive of.

    If some other program’s benefits are what you find best, then that is what is best for you. Even stating that you do not like Marriott Rewards is also your right. But you should take a step back and realize that your expectations were to receive things that weren’t offered, so is it really that big a surprise that you didn’t like them?

    What a shocker.

    You personally were really trying out the status to see if you liked it, but I have overheard plenty of members discussing how they demanded to get Platinum Elite status through these offers just to have it for one or two quick stays, and then demand it again the next year, and the next year, and the next year, all while never really staying more than once or twice. I am telling you, real road warriors who show real loyalty to Marriott know all about these little issues of fake Platinum Elite members and it frustrates us to no end. As far as I can tell, the hotels know this too and are equally frustrated by it, as they are bombarded with these issues every day.

68. I did not say that MARRIOTT’s term for this was Platinum Challenge. That’s a generic term (“challenge’) referring to accelerated status offers from airlines and from hotels.

    The challenge caused me to look more closely at the details of the program, and I explain in this post why I found the elite benefits lacking.

    You say that each program is different, but in what meaningful way is this program better than average to compensate for its deficiencies?

69. People are dying daily due to hunger, water quality and murder. You just spent 20 minutes whining about a bed. America.

70. I’ve definitely gotten a kick out of this post and its comments. It seems there are some naive people on here and some things need to be cleared up.

    Honoring room type requests: It is indeed possible and in fact a common occurrence that convention properties run out of single king bedded rooms. As most convention properties house primarily double bedded queen or full size rooms. When making the selection the following items are taken into consideration for who gets their dream bed:
    •Years of membership
    •Current number of stays for said year
    •Number of stays in region or area
    •Consumer Affairs comment history (this is how a fd agent knows you’re a cunt before you try to shit on their entire day)
    •Last but not least what time you arrive

    Though I recognize the importance of loyalty programs there is something to take into consideration. This resonated in my mind when another person commented that hotels should treat customers who travel regularly better than others whom travel less.

    While yes, your forty nights at an average of $189 per night is equivalent to a third of most front desk agents yearly income after taxes. It does not make you better nor generous in your decision to stay there. You are a whore with a loving partner at home. You have a hotel chain that you genuinely enjoy and you select another because they give you more presents. Stay at the brand that is most convenient or suits your moral compass. The once or twice a year guest deserves something special and is the primary hotel market. Some people save money all year to stay at a nice property and those people deserve for hotel staff to put in the extra effort. You’re a whore, remember that. Take your special present and here is you champagne glass to sniff your farts up in your room.

    Three things you should know about hotels and life as a consumer.

    1. People in the customer service industry want to say yes. When they say no its either because that’s the only answer available for them to give or you’re a complete arrogant douche.
    2. If you speak with a front desk agent that’s been in the hotel industry over a year they’ll tell you how most people in this world are lying, manipulative people always whining to have something for free.
    3. Suicides commonly happen in hotels (nicer the hotel the more common since they’re not paying the bill) Does it make you nervous that the more arrogant you are at check-in the more likely you’re going to sleep on a mattress where someone died?

71. I LUV MARRIOTT! I am a statuses member & a corporate travel agent. There are some markets that Marriott is lacking but for the most part they have done well by my travelers & me and I wouldn’t think of sending my travelers anywhere else.

72. I closed my Marriott Rewards Acct. several years ago as 1) they are terrible when it comes to posting stays. In 2006 I was at the Renaissance Esmerelda in Indian Wells, CA for over a month and realized that it had not appeared on my statement. I then looked back and began to see that about half of my stays were not posting. This required that I do all of the leg work such as rounding up all dates and documents. Finally, after spending hours on the phone with a supervisor I just said close the account. I had avoided Marriott like the plague until last July when I stayed at the JW Desert Springs in Palm Desert, CA. I stayed in 50 hotels in 60 days in the Desert and reviewed each, primarily focusing on what made each unique. I used the same lines at each hotel and generally received similar (positive) responses. Not at Desert Springs..I tipped the valet parking attendant $40.00 and asked if he could leave the car up front. When I checked in I asked if there was an upgrade available. For $50.00 I could be upgraded to the next room category. (occupancy was obviously low and let’s face it, a Sunday night in July in the Desert) Then I asked if the resort fee could be waived. I waited 10 minutes while they located the person who could approve such a request. The charming woman that they presented me to proceeded to explain to me what a resort fee was in the most insufferable manner possible. Then after treating me as though I was a child, she then agreed to waive the charge. I used to live in that area and had a good idea as to what I was in for when I made the reservation. (Ex. I reserved a table at the Japanese Restaurant to entertain visitors that were in town We arrive to find the establishment was always closed that day of the week) In any event, I was very annoyed at this point and looked at the supervisor and said, ‘It is 7pm and I don’t think I will be swimming tonight. Your checkout time is so inflexible that I will be lucky to get out before I’m forceably removed from the room. A morning dip in the pool is definitely out of the question. As for the business center…here is my business center (I held up my phone) and finally, your fitness facility…do you honestly think I would tip someone $20 to take one suitcase to my room if I liked to work out?’ That was the best part of my stay. I am happy to report that they did leave my car up front…under a sprinkler. I have a black car and the water is hard as a rock. They wiped the windshield off for me. Very thoughtful.
    I stayed at the Renaissance in Malmo, Sweden in November. Great property, great staff, it’s a shame they are under the Marriott umbrella. Knowing I would be staying at this property in Sweden and seeing that if I signed up for a Rewards card again that after two stays I would earn a free night…..I did. After numerous calls and faxes etc. the miles posted last week (only took them a month and a half. Also, the free stay was only if an associate signed me up……some things never change. Right now I am in a challenge for a status upgrade with Hilton. They can’t be any worse….???

73. After reading some of the comments complaining that people who stay with some company loyally should not expect to be rewarded in one way certainly are nasty. I am assuming that none of you have a frequent flyer account (if you do, you are selfish and self serving…don’t even think of cashing in miles and flying for free when others on that same flight are having to pay) I don’t expect special treatment, but it is nice when after a month at the same place and having the same breakfast every day that servers at least recognize you. Kind of like we expect teachers to learn our kids’ names. I was with someone who worked for the Anaheim Marriott and the Hilton across the street for 18 years in the Banquet Department. Then I was with someone for three who worked at the Newport Beach Marriott. My cousin worked at Desert Springs and her husband was the golf pro. Hotel guests are just like hotel employees. Some are wonderfully cheerful and pleasant and others do nothing but whine and complain. If people don’t react well to someone, there usually is a reason. For the most part, I think the front line staff is pretty good at most hotels. It’s the behind the scenes people who need a swift kick. If I ever have to call any type of company to voice a complaint I always ask for a supervisor. The person that answers the phone always asks if they can help me with something. My typical response is, ‘you sound like a very nice person and I am sure that they are not paying you enough to make excuses and apologize for things that you had nothing to do with. I am guessing your supervisor is getting paid more and unfortunately, although they are not responsible either, they are getting paid more and so they can listen to what I have to say.’ I almost always receive a giggle, a thank you, and a transfer!

74. I am a Platinum Member also but be advised that any upgrade for ANY elite members are subject for the availability and no guaranty.and even you are Platinum member and you prefer king bed but if your confirmed reservation was double , still subject for availability.

75. Wow,
    The ones who talk about how they are not taken in as Kings or Queens is pretty sad and pathetic. I travel with Marriott and have good nights and bad. My company pays for all my expenses so, I am happy that I can keep the points to spoil my family on crazy worldwide trips without the worry of hotel stays. Don’t act like you are all high and mighty hotel clients that pay for your rooms. Give me a break if they don’t welcome you with a pot of gold at every stay. Grow up!

76. I am Platinum member, so decided to continue to stay at Marriott. In this area (Wiesbaden, Germany) only a Courtyard was availble, so lets give it a try, but:
    – No free breakfast
    – No room upgrade
    – No lounge available
    – I said, can I have some discount if I stay in this hotel for 100 nights this year: answer = no
    – You only get 250 points extra at arrival, wow.
    Really a bad experience with my membership card, worth nothing!

77. AS a 7 year vertern wirking the front desk of marriott overall this looks like a person who has never really travels much in hotels. Its is far more reminiscent of a leisure travelers. Group bookings for conventions almost never guarantee a room type (again 7years at a convention hotel). Also you do not have a platinum membership. You got the short end because the hotel had guests that stay 75+ nights a year in the front of the line.

78. Wow! I work at a Marriott and this is NOT how we treat our platinum guest! I am so sorry this happened to you.

79. This is the most unreliable program. They change category hotels at the drop of a hat or when too many platinum card members ask to use their fee night which I did for the Brooklyn Bridge NY Marriott which is now a seven—no go for your free night anniversary benefit—told the Fairfield in Brooklyn would be the five category necessary as the top tier for the free night—tried that today and was told that the Fairfield is now a category six—so not available. My take on this is that this is a complete and utter shell game—or three card monte— you really are being had while they make tons on your Platinum Status and Black Card–They promise plenty and send pretty mailings with beautiful photos of upscale hotels and rooms and deliver NADA.—Marriott should be taught a lesson–We should quite being victims enriching the brand.

80. This is the most unreliable program. They change category hotels at the drop of a hat or when too many platinum card members ask to use their fee night, which I did for the Brooklyn Bridge NY Marriott— which is now a seven—no go for your free night anniversary benefit. i was told the Fairfield Inn In Brooklyn would be a five category as the top tier for the free night—tried that today and was told that the Fairfield is now a category six—so not available. My take on this is that this is a complete and utter shell game—or three card monte— We are really are being had while they make tons on our Platinum Card Status and Black Card Visa–They promise plenty and send pretty mailings with beautiful photos of upscale hotels and rooms and deliver NADA.—Marriott should be taught a lesson–We should quit being victims enriching the brand.

81. http://m.youtube.com/watch?v=WCqm4H3m3Ew&autoplay=1

82. Nothing I haven’t heard before…I have worked for Marriott for 2 years; my first year was a front desk agent and my second was for management. My last year was basically getting ABUSED verbally and emotionally by ‘PLATINUMS’ or some ‘GOLDS’ and even just standard Marriott rewards guests. I have had a Platinum guest REFUSE to give me his I.D. to check him in because he thought that everyone at the front desk should know who he is. I told him that I could not check him in without verifying his I.D. with his credit card (this is Marriott’s policy) He ARGUED with me in front of other guests, and still I would not check him in. Finally the guest THREW his I.D. at me to the point where I had to reach down and pick it up off the ground after it had bounced off of my chest because he THREW IT AT ME! (by the way I did not disrespect him or ARGUE with him) he just thought he was SO MUCH BETTER THAN ME that he could treat me like that, I’m sorry but I AM HUMAN. The guest was a complete JERK after this. His entire stay he complained about one thing after the other…This could go on. The Platinum guest that tipped off my reason for no longer working in hospitality and getting a job in Real Estate was this gentleman that called down YELLING because we were so swamped at the front desk and had to put him on hold for a few minutes. When I returned to the call he said HE HAS NEVER BEEN PUT ON HOLD IN HIS ENTIRE LIFE and that he cannot believe we put him on hold. I apologized to the guest, like I always seem to do because it’s always MY fault or any other front desk agents fault. The guest continued yelling and saying that housekeeping didn’t service his room today and that “I better get my ass up to his room” (and yes he did use ass) and clean his room for him. I told him that unfortunately housekeeping has gone home and that I am not trained to clean a room for him. He then began to tell me that I better get him a new room or else there would be consequences. And even though we were almost sold out I told him that I would be HAPPY to move him rooms because housekeeping hadn’t serviced it (umm you are here for 2 nights. Why do you need the room completely serviced again????????? Almost 2 minutes later the guests wife calls and asks why we haven’t given her keys to their new room. I politely apologized and said that we were swamped at the desk but would deliver them shortly. The wife says I need to deliver them up myself and that I better get there soon!!……well okay…….. When I went up to the room the husband answers the door and he is talking on the phone. He says “I AM CALLING CORPORATE MARRIOTT ON YOU AND GETTING YOU FIRED.” I look at him with a blank stare SHOCKED that he is yelling at me TO MY FACE and calling to ‘get me fired’ because HIS ROOM DIDNT GET CLEANED TODAY!! I apologized again (BECAUSE ITS MY FAULT ONCE AGAIN). The guest shook his head at me and said that he would be taking both rooms tonight and that I wouldn’t charge him for two because I am the worst customer service representative he’s ever encountered.” (by the way I am a five foot 2 very petite girl that would not hurt a fly or disrespect anyone) the guest then SLAMMED the door on my face. These are just two experiences that come to mind but there are MANNNNYYYYY stories that I could ramble on about. But just because someone is “Platinum, or Gold or Silver’ because they travel so much does not give ANYONE the right to treat someone the way that some people do. And just a tip if you want an upgrade or a view of the lake or city treat the front desk agents POLITELY and we would be HAPPY to give you that. We always do our best to accommodate that if it’s available and if you give us your respect. But treating us like dirt on the bottom of your shoe that reflects the person they are! And you may get what you want but that’s the person you are!.

83. Hotels and reward programs reward guests for bad behavior more than half the time. The elite members become spoiled brats. Hotels give these “dogs” bones or doggy treats for any complaint which in turn reinforces their bad behavior. Some platinum, diamond, members can be the most ruthless animals on this earth!

84. Just wanted to clarify an item. Per the Marriott Rewards T&C in print and at Marriott’s website:

    “7.Guaranteed Room Type: Guaranteed priority for your requested type of room. Subject to availability at participating locations worldwide when your qualifying Elite level and specific preference are noted on the reservation for your stay. (Pillow, room location, extra bed, crib requests, etc. are not included in Guarantee.) Outside U.S. and Canada: smoking/non-smoking preferences may also be given priority, based on availability; exact bed sizes may vary and only Platinum members will have guaranteed priority for your requested type of bed and room. Not available at Marriott Vacation Club.”

    Beds are NOT guaranteed, even for Plats, except for hotels OUTSIDE the U.S. and Canada. Room type is not “King” or “Double Queen.” It’s “Standard,” “Suite,” etc. Just want to clarify that one issue.

85. Also, you mentioned that upgrades explicitly exclude suites. This is also not correct. Perhaps you should consider re-evaluating your review in light of current Marriott Rewards T&C, as this entry contains some very inaccurate information.

    Again, directly from the Marriott Rewards T&C:

    5.Complimentary Room Upgrade: Based on room availability at check-in and limited to a Member’s personal guestroom. Upgrades may include rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities, rooms on Executive Floors, or suites. All upgrades are granted on a space-available basis, as determined at the time of check-in. Upgrades are subject to availability and identified by each hotel. Not available at Marriott Vacation Club

86. @Interested Party – I covered the change in t&c when it happened, this was accurate when written, and there is still no suite upgrade benefit .. suites are just no longer explicitly precluded in the t&c (big whoop)

87. I have tried for 2 business days now to book a 25 person conference, on hold forever on the regular booking line, finally rude rude customer service agent transfers my call and I get cut off again. Excellent customer prevention dept I see, and thank you for posting your review of hotel ammenities, I’m sure there are many other upscale resorts in Palm Springs

88. Laura the only victim is that trap you call a mouth zip it you want to be queen.

89. Rules says:

    If the Member attends a convention or group meeting and individually pays the hotel directly for the room, he/she will be eligible to receive Points and elite night credits for the stay. However, contract rooms, rooms reserved by corporations on an ongoing basis, master-billed rooms are not eligible to earn points or elite night credit.

    If you didn’t pay (as you mentioned it was paid by the conference) no points nor elite night would be offered.

90. Marriott hotels are just a convenience to me at this point. There is a Marriott everywhere I go and I’m close to life time gold…so why not get it. I’ll try some other properties then. But I have never received a suite upgrade even when I ask for it and I’ve been a platinum elite consistently for 4 years now…the front desk always says “we’re booked solid” or something like that. I think they’ve been instructed to lie.

    That is my biggest pet peeve about Marriott…not treating the platinum properly. But then again, I wonder since it is such a popular program, are most people also platinum level and so it’s not worth much anymore??? Maybe it just boils down to the rate you are paying. The higher the rate, the more likely you will get upgraded….or if you have to get chumy with the hotel manager. I’ve known a few people who do get upgrades consistently and they are very outgoing and act like old college room mates with the hotel manager.

91. As an employee of Marriott do us all a favor and update your rewards account to your preferred bed type or at least call in and let us know. Also, bed type at almost any resort is not guaranteed, especially at convention resorts, keep in mind that when you put the REQUEST in it is only a REQUEST. We do our best on an hourly basis to make sure our guests are satisfied. Do you know how it feels to have people constantly knock down your hard work? Probably not because all you had to do was stay at a couple resorts and then complain about them later. The amount of benefits you can receive from Marriott rewards is unlimited and the best part is, they NEVER expire. 10 points for every dollar you spend, better then our competitors times a million. I have worked for Starwood hotels and resorts and let me tell you, you won’t nearly get the benefits that Marriott will provide for their elite members as well as bed type guarantee. Your article is a joke, and I’m knocking it down because you knocked my job down. Reports get done every hour just to make sure we can satisfy you. Feel free to join another rewards program, but remember, when your points expire or you can’t use your points towards miles your going to regret leaving the best rewards program at any hotel/resort.

92. I have little doubt the Marriott employee who wrote that response was written up or let go. It is sad, though, the front desk staff really get a lot of abuse by guests. It takes an iron heart to not let it get them down. Those who can take it become great hotel managers. Sometimes, front desk agents can only take so much and they vent and let it all out.

    Also consider, this, guests, especially reward members learn, how valuable they are to Marriott’s revenue. Marriott does not want to loose a loyal member, so when a complaint is made, Marriott does all it can to satisfy the complaint and make it right. The member is essentially awarded for the complaint and becomes conditioned to do it again, and again and again. How different is this than teaching a dog a new trick. The dog is rewarded each time it does its trick or task.

    Sad as well, is the front desk agents are usually young college age students or interns. They are paid $10 to $12 an hour. It is not worth the abuse they have to take. So, when the heat is too high, they let it out and walk off the job. How do I know this? I’ve been there! I’ve told a few Platinum elite members off. These particular elite members were no different than a spoiled child. The message came across loud and clear. They acknowledge they were woken up. But I did get written up twice and the third time, would have been termination so I just walked off the job that very instant. It was worth it!

93. Could not agree more! I’m Platinum Marriott and lifetime Diamond Hyatt. I think the Diamond is far superior to Marriott in every way. I intend to let my Platinum lapse.

94. This is my first year as a platinum elite and I must say I am very impressed by the service I have received at almost all the Marriott’s I have stayed at ..Most of the time I don’t even have to ask for the upgrade at all and they automatically do it for me. The Kansas City Airport Marriott even once upgraded me to their presidential suite and I had no clue they were doing it. All the concierge staff I have encountered throughout my travels have been very professional and friendly. The bottom line is if people wake up looking to find dirt on the ground then they are going to keep looking down all day to find it, instead of just walking straight head and smiling …Marriott, just like any other hotel chain, has problems I am sure, but I believe their loyalty program is 100x better than anyone else simply on points alone. I have had most of my requests honored all the time this past year, and when they weren’t I was offered points or breakfast accommodations when they didn’t have a lounge (i.e. courtyard etc) …It’s really about how you talk to people , treat people, and realizing that basically shit happens….I have found that being nice and professional when shit happens goes a hell of a long way farther than being rude and a complete jerk…which I have heard and seen people do. Can you imagine you working at a job trying to constantly satisfy hundreds of different personalities on a daily basis?? I sure as hek can’t! ….We all have our own unique horror stories I am sure from staying at any hotel , not just Marriott , but that is the nature of the beast , especially with the seasoned traveler. I just ask that Marriottt make sure they have fresh coffee in morning haha …God Bless

    Marriott Lifer

95. I have been a lifetime status platinum premier for 17 years. There may be better reward programs (doubtful), but there are no better choices for nice properties.

    You did not have platinum status even though they said you did. You had not yet paid the dues and the folks at the hotels understand this. I have always (99.9999%) of the time been suite upgraded and I stay on average 225 nights per year and have for 17 years.

    I get whatever checkout time I want within reason – 4 is not reasonable for any hotel and places a burden on the house keeping staff – shame on you for expecting that.

    If you were a true platinum you would understand that the other programs fall woefully short, but since you were an impostor you got treated fairly, but like any other non status member. In my opinion the golds and silvers did have more status than you – they earned it by staying nights.

    So go on back to your roadway inn or wherever you stay and leave the true reward programs for those that are real travelers.

96. I don’t understand the comments that other programs are worse than marriott. I am spg lifetime gold and have great experiences with free breakfast, upgrades to suites, and welcome amenities. I have never had a problem getting a stay credit for co fence rates and spg had some of the best redemption and airline transfer bonuses. The employee above mentions that others do not have this but spg does. Also earning 10 points per dollar is not exciting when redemptions are 2-10times as much. I also get upgrades and breakfast as gold member with hilton – easy to earn. So although Marriott may have a good program it certainly is not the best. Noe property wise it may have an advantage but that’s a different story. I also worry about what Marriott does to spg – hopefully not what united did to continental.

97. Marriott rewards is not only a scam, but a joke. Garbage, garbage, garbage. REad the fine points very carefully, you could rack up serious charges when booking \ paying in points. However, if something goes awry with a reservation paid with points (ex. a no show, dispute, other reservation violation, which seem to change at the whim of whoever runs this program), you can be charged actual cash instead, with non warning or notice. Very sneaky – typical American company in this day and age of Americans ripping off Americans. You’re not a Platinum or Gold, or even a rewards member with Marriott. You are a number, and a stream of revenue. That’s it. There are better venues and programs with much better guest and member treatment. Hyatt comes to mind first.

98. Tardy to the party, but I was looking up this property and came across this post.

    Firstly, sorry you had a poor experience. It can happen in a hotel chain, an airline, or even Neiman Marcus or Tiffany or a store or customer service of any sort. I’ve had some bad experiences as a top tier in loyalty programs on huge spend, and wonderful experiences as a non-elite spending little, and everything in between, no matter the vendor. If you chose to dump Marriott after one challenge stay at a resort, that’s fine. But bad stays/flights/whatever can happen anywhere, and unfortunately, convention stays often are a locus for those bad experiences, no matter the flag.

    For business and some personal, I choose Marriott where it is logical. I am not going to spend an extra two hours driving to the customer if there is another brand family closer, and not all of my personal trips fall within Marriott footprint due to location or other persons on the travel. But by and large, yes, after many years, I do prefer Marriott for the bulk of my stays. I am Platinum, but this particular year, I have worked up from 0 to 180+ nights, all backside in beds, and all on my own dime, so please, none of the OPM comments.

    I think that many of the road warriors, and certainly I, will tell you that one of the things we highly value about Marriott is consistency within the brand standards. Yes. there will be outliers, and yes, some markets have different policies, but by and large, I know what my experience will be like before I get there, which, particularly for generally a 50 week traveler, is what I want. I cannot say that for Hilton, for my locations. Yes, SPG has many wonderful points, but their footprint pre-merger with Marriott is not wide enough for work stays, nor is Hyatt, though certainly they both have attractive properties.

    This piece was written awhile ago, and much has changed in the industry as well as within brands and certainly loyalty programs. I’d be curious, @Gary, to see your stance more contemporaneously.

    To the quasi-rabid alleged Marriott employees: clearly it is time for you to step away from this type of service-related industry, whether you’ve had one jerk too many at a property that specialises in them, or that you work for a GM who does not cover his staff.

    To the people who have gotten less than knowledgeable FD staff: sometimes someone is new, or your particular circumstance has not come up for them when they were alone yet, or a lot of other things. Or maybe one of you was a jerk. Or not. Even airline travel and rules often depend on who you run into and how they might be implemented.

    To the folks who are quick to dump MArriott for one reason or another: great– go. It’s a big world out there. I’m confident you can find something that meets your combination of needs and desires and patterns. Try them out until you find one that does.

    To the people complaining about category changes: these adjustments also run in favour of customers on many occasions. This year, many (a huge amount) were downgraded in Category based on data. Certs are always a hot button issue, but I can always find a way to use mine, whether positioning for something, or similar. They are not aspirational, nor are they intended to be. They are ‘free’ and I’m glad for them. If you can’t find a way to use yours, that’s regrettable for you.

    To Gary: I’m surprised with all of your travel you did not know more about Marriott prior, even anecdotally. Resorts have separate rules, and they are clearly spelled out in the T&C just like other properties and other brands. While I would not wish a poor experience on anyone, and it is unfortunate that you had one for your first (and only?) Marriott stay, this is akin to flying DL one time and deciding you will never fly it again.

    Ultimately I wish these comments were not so combative and vituperative in the name of having a pleasant stay at a hotel of one’s choosing and being accorded rights and privileges due to status. The McNastys are out there, whether behind the desk, in front of it, next to you on the plane, taking your boarding pass. So are the McNices. Some people are less able to deal with the former and there are too few of the latter.

    I hope all are able to find a program that works for them, including the folks who churn, MS, and so on. But consider that SPG, with its constant giveaways of upgrades, was ripe for the plucking by Marriott, so perhaps not so sustainable of a model. We shall see what happens with the merger.

    As for the property causing all of this kerfuffle: I’m planning to stay.

    Insert Coffee

99. Have any Marriott points to sell? Looking to trade in for companion pass.

100. I’ve been a platinum for 10 years and have stayed, long term, in all levels/Brands of Marriotts across the USA. Glad to say that 90% of the time I’ve gotten upgrades and late checkouts to 2 and 3pm when I asked, sometimes even later. My situation is a little different because I stay in a Hotel for 5 months or longer, so the staff becomes my friends and family away home. I have enjoyed my Elite status and been upgraded to some “baller level” suites that I would have never been able to comfortably afford. So, that is just my 2 cents on being a Platnium Member with Marriott and I have been treated graciously more times than not!

     My biggest complaint is that when I do have a complaint there is no real department to take that complaint and guarantee a time in which they will get back with you. You can send a complaint to the customer service email and never hear back! That is something that definitely needs to be corrected.

101. I have been a platinum member of Marriott for years. Very disappointed. My last job, staying at a Marriott was required. I’m now staying at Hilton. As a newbie to Hilton, I am finding that I am being treated better than a platinum member of Marriott. Marriott has lost a very valuable customer. I stay in hotel rooms over 200 nights a year.