In all our travels spouse has always been welcome with me in concierge lounge or complimentary breakfast when no lounge exists. The Charleston, S.C. Renaissance says spouse must pay for breakfast because new policy restricts breakfast to elite member on reservation only... We are registered as staying 2 in the room but only one may have comp breakfast.
Is this anyway to reward loyalty? this is outrageous, has anyone else run into this? How can we impact the system that so dreadfully mistreats it's best customers.
fyi, spouse is gold elite and I am platinum.
Irak - thanks for the heads up (who would have thought)
My wife and I were going there for two nights on the way to Hilton Head (and it's not a low cost property - anytime). Read your post, called the property and confirmed; No CL, breakfast is provided, but for member on reservation only. Myrtle Beach sounds pretty good. The future is now - ouch
WOW, did I really just see this post and might this be the wave of the future or simply some hotel GM tossing their weight around?
If this is a Marriott wide new policy then it should clearly have been sent to all MR members ahead of time explaining the reasons for this change.
If it's a new policy then I'm with stelzer001 and after our Cayman trip at the end of this week I will also cancel my upcoming reservations at any and all Marriott properties and find ways to dump my points fast.
wow, I think that is the sadest thing I've heard so far regarding Marriott and concierge lounges. And I thought it was bad that we didn't get breakfast on weekends! I have brought along a guest to the lounges before when all co-workers are travelling together and all have access to lounge except one. If ever my spouse was turned down or had to pay for breakfast in the lounge, I would be totally upset and that would probably be my last personal visit to any Marriott. I still have to do business travel with Marriott but I certainly don't have to dedicate my personal travel to them. I can change points to miles and get benefits that way just as easily.
Some clarification please....was the breakfast for your spouse refused in a CL or in a restaurant because there was no CL in the hotel?
Either way, I think it's a ridiculous policy to exclude spouses, significant others, etc from getting breakfast when they are staying in the same room but it's good to know which area was the offender.
You should have dropped this on the hotel or did you?
Help yourself to light snacks, beverages and complimentary continental breakfast in our Concierge/Executive/Club Lounge at participating JW Marriott Hotels, the Autograph Collection, Renaissance Hotels and Marriott Hotels & Resorts. If your hotel doesn’t have a Concierge/Executive/Club Lounge, we invite you to enjoy complimentary continental breakfast on your weekday stays. Outside the U.S. and Canada, you are entitled to continental breakfast 7 days a week. (Not available at resort locations.) In the event that this guarantee is not met, a guest compensation of $100 USD* will be issued to Elite members. [GOLD/PLATINUM]
thank you to all who have commented here........let me add an update........I was prepared , as IAHFLYR suggested, with the same citation. after our 3rd and final night we went to the desk to complain about the charge for the spouse breakfast [no CL available] and asked whether this was a rule from the hotel or from Marriott Rewards.....front desk believed it was from Renaissance official about all Marriott properties. I noted MR lets one know in advance about changes to the program, like the reclassification of hotels and there has been no notice about this. It seems to be bad business to make a major change at point of service without prior notification. Desk was apologetic and made note to communicate concerns to 'higher authorities' and waived the breakfast fees, they said it was only a continental breakfast that is supposed to be offered but this property has a buffett, not CB. Nonetheless, staff were very sympathetic. It helped them that spouse was gold elite also and the point was made that the room key is the pass to CL.
Anyway.......ERC it is a great location so standing your ground on the breakfast issue might be worth it. Squeaky wheel thing might help here......the more irate guests they face might help them get word 'upstairs' that this is a bad policy.....It is not clear that it is MARRIOTT policy. Have any folks run into this anywhere else?
It should not matter about your spouse or significant other in your room, you're the member who the room is booked under and the key gets you into the lounge, end of story or so it should be!
I still agree with stelzer001, the Community Managers should respond to this issue and soon.
IAHFLYER: I sent a private message to Community Manager 2 days ago. No response, Maybe its his days off, maybe he cannot tell us, but even a polite, "I received your message and I am looking into it" would go a long way in this situation. I guess that Marriott has fallen so low that even being nice will now result in an upcharge or use of points!
So Community Manager replies to me this moirning, asking me for specifics. Nothing personal, but I asked that he read this posting so there was first hand communication and knowledge sgaring. I guess stating "please read this post" isnt direct enough. Oh well, live and learn, so maybe the Community Manager will read this now, maybe not, who knows?
typical Marriott - ignore, deny and then say they didn't know, or better yet, they did a survey (not that any of us insignificant insiders would ever be included) and this is the result. sorry for the negativity, but I have learned that short of inappropriate posts, noone from Marriott never pays attnetion to anything on these boards
The community managers really do pay attention. They're the best as far as I'm concerned.
Maybe they just wanted to verify a few more details and needed to talk a bit further to get them. They really have to be careful of what they say and can be caught in the middle so easily.
Stelzer - you nailed it. Disappointingly, the balkanization of Marriott brands and their specific policies and then within that, the individualized implementation/interpretation of the policies has really handcuffed any type of effective customer service communication. Having said that, I do think (the same way I thought there should have been a more formal announcement about the expiration of the $1,000 gift cheque - which I didn't use, so my comments were in regard to communication,not lost benefits) when we post a direct question on Insiders to the NathalieF some type of response should be provided.
Marriott just celebrated “Steamrolling past one million Facebook fans so quickly proves our strategy of putting social media front and center is working and continues to engage the next generation of travelers,” said Michael Dail , VP, Global Brand Marketing, Marriott Hotels & Resorts. “Thank you to all our fans for liking us so often. We are committed to transforming and deepening Marriott’s conversation with our guests in the social space.”
This seems to be where the action is for responses - even if they are like the following (this was/is an actual post):
I have had mixed experience regarding this policy. I recently stayed at a wonderful Renaissance in CA (location withheld to protect properties who care about loyal customers). Since they did not have a CL, my wife and I were provided a fantastic full buffet breakfast every day (we weren't there on a weekend, but I think weekends are included).
However, we were considering a future stay at the Renaissance Vinnoy, who had offered full complimentary breakfasts prior to the previous 'corporate standard' policy being enforced. When I called to check, I learned they now offer a $10 voucher only for the platinum member (I think weekends are excluded). I will not stay at a Marriott property on vacation unless they provide breakfast, so they are now off my consideration list.
Hi Irak18 - I'm glad to see the issue was resolved while you were still at the hotel. There has been no change and you're absolutely right that any changes like that would be communicated to members.
I hope you are working to have every property offer the breakfast benefit to all who are staying in the room with the platinum member. My concern is that the last time Marriott used corporate pressure to have consistent standards caused most properties to downgrade what they offer us. The most customer-focused properties were forced to lower their platinum and gold benefits on weekends or at resorts.
Communitymanager - thanks for responding. By responding it gives Insiders the opportunity to assess for ourselves the answer to IAHFLYR's question - for example, my answer would be; yes, it is an isolated incident and (not or) yes, we should expect this type of further devaluation of Gold/Platinum benefits at other hotels as well (which, no one should properly expect you to have to speculate - it's a lose/lose for you).
And yes, your statement that Irak18 is "absolutely right that any changes like that would be communicated to members" in what I describe as the new world of Marriott, is broad enough to be accurate. The changes would be communicated - the issue (which Insiders should decide for themselves, rather than attempting to pin you guys down - unfair accountability) would be whether the communication was effective (like the BOGO or Gift Cheque deaths - drip, drip, drip, GONE).
Again, to me, a Jay Carney response is better than nothing (providing us the chance to read the tea leaves) and by responding to direct questions like you do on Facebook, we might avoid some of the ambiguous confusion, allowing us to postulate among ourselves.
Every now and then, just give us one of these - we'll get it - thanks