Last 3 stays at Marriott (courtyard Arlington, Courtyard national airport and Maui beach club) I was not greeted as a platinum member nor was I offered the usual gift or points. After I asked for the gift (usually water or a snack) I do get it.
I am not really happy with this. I stay with Marriott for this program and the perks. If you don't get the perks what's the point? Is it that hard to look at a computer screen and say welcome and thanks for being platinum?
If you read my one of my recent posts, same thing happened to me at the Marriott Residence Inn in Pompano Beach. To this date, I never got the points and was not given any ammenity and also not recognized as a Platinum Member. I share your concern about the lack of customer care by Marriott. Unfortunately, there are now so many Platinum Members since Marriott has made it so easy to become a Platinum Member than in the past. In my opinion, being Platinum is now a figurehead title and is no longer held as a real elite status unlike some of the other Hotel elite programs.
You would assume that a window pops up on the staff's computer screen stating that the person checking in is a platinum/gold/silver member immediately upon check-in. Like at wal-mart when the register asks for ID when you buy beer, lol. I'm currently staying at a Resident Inn and they did not greet me as a gold member, they did not even provide me with elite key cards. The lack of proper staff training at Marriott is remarkable.
Sadly this is all too common. Recall when airlines treated their best customers to perks, and recognized their accomplishments?
Hotels tend to build clientele, and with the advent of loyatly programs, attempt to keep that clientele coming back. What should be realized is that nothing can be taken for granted and that competition will eventually drain that loyal base when recognition falters.
Hi Insiders - Whenever I check-in, I hand my Platinum Elite membership card and my Marriott Premier Visa card to the front-desk clerk. That way, they know immediately, without the need to even look at a computer, that I'm a Platinum Elite member.
To me, being a Platinum Elite member and going to check-in without notifying them of the fact is somewhat like playing "hide the ball." Doing things the way I do, I have never been been treated with anything but the highest level of consideration. While it would be nice to think that every employee at every Marriott property would have received the training we would all like to see, let's face it - it's not going to happen! If, after showing your membership card on your own volition, you get less than appropriate treatment, there would be, at that point, legitimate grounds for concern.
I agree with NHTraveler. As soon as I arrive at a property, before I even get to the desk, I have my passport, my Platinum Premier card, and my Marriott Platinum VISA card in hand. Only then after I have given them a huge chunk of my wallet do I tell them my name. So while I have occasionally had bad experiences, even the Rive Gauche gave me the choice of points or gift on arrival.
I don't get it....You should not have to present all those credentials and then hope you are appropriately recognized...It is Marriotts responsiblity to provide all their guests and especially Platinum Members with the recognition they deserve, as other hotel chains do including SPG, Hyatt and Hilton. It seems a little egotistical to pull out all your credentials with the hope of getting the treatment earned and deserved. It should just be standard practice.
If they don't ask, I always tell them that I want points and ask them if my rewards number is on my reservation. I have found that the best way to make sure that all points are awarded as you would like. When the survey comes after my stay I make sure that I have noted that no mention of my Platinum status was made at the time of check in.
NH and Prof -- y'all can call it hiding the ball, hiding the salami, or any other thing you want to, but I call it carrying some knuckle draggers water for them. Where I come from, we each do our jobs and are held accountable for that. Those who need someone else to pick up the slack for them are usually the first casualties.
If you are not offered your amenity, say nothing at the time, but bring it to the front desk attention before checking out (very important - BEFORE checking out!), as you are entitled to receive cash compensation.
I find for most people the cash in hand makes up for the desk clerk error.
The amount is different in each brand, but for full service hotels it is $100.
I have had the exact same issue at the marriott courtyard in Saratoga springs. They do not welcome me as a platinum, I am not offered points or a gift. I actually feel like I am just a no body with no special treatment. I do not expect the treatment except that I am treated special at most marriott properties so when I am treated bad it is that much more present...
I have had similiar issues with the Newark Liberty Marriott. I have stayed at that particular Marriott over 100 nights over the last few years and have never been offered a room upgrade despite my Platinum Status. I am lucky if they even put me on the 10th floor where the Concierge Loungeis located. This hotel's staff doesn't seem to focus on Loyal Hotel Guest, a shame.
The same thing happened to me at the Louisville Marriott Downtown a few weeks ago (no upgrade and no concierge floor). I did mention it in a critique of the hotel on Trip Advisor and apparently Trip Advisor has their ear because they commented immediately with an apology and they added 10,000 points to my rewards account.
The sales manager of the hotel said that he printed my comments and handed them to the front desk manager so we will see. I am still not sure if I will ever stay there again.