The Marriott Properties I frequent are very professional and ask me different preference questions I may not have noted on my profile and always explain and give me my CL access the hours its open and welcome me by name. Maybe some properties need a refresher in Marriott etiquette (possibly). I personally have not had any problems with CL access or the front desk staff giving me the run down of events in CL and hours of operation - always treated right if they have CL.
If I can plug my favorite one - It is the Renaissance in Boca Raton, FL. They are extremely well trained and are awesome to guests that stay at their property. I had meetings after check out and once they issued me a CL card for the afternoon after my check out (CL only card) and on another occasion when they had no availability and I stayed at different property - allowed me to use business center just because they know I stay there when in Boca if I can. I love this hotel and the staff.
From the T and C's:
Guaranteed Concierge/Executive/Club Lounge Access* at JW Marriott, Autograph
Collection, Renaissance Hotels and Marriott Hotels & Resorts during normal
hours of operations: Monday to Friday. Outside the U.S. and Canada, continental
breakfast is available 7 days a week. For JW Marriott, Autograph Collection,
Renaissance Hotels and Marriott Hotels & Resorts without a
Concierge/Executive/Club Lounge, Elite Members will still receive a
complimentary continental breakfast for weekday stays, Monday through Friday;
simply show Membership Card and room key in the hotel restaurant.
*Not available at resort locations.
Greetings! The reason is legacy... the legacy definition of traveler needs. Many brands within the hospitality vertical live on the backbone of the business traveler. Not so many moons ago, research and stay behavior analysis noted that frequent business travelers (FBTs) occupied hotels on a Monday - Friday pattern and spent their weekends at home. Times have changed and now FBT stay behavior - and research bears this out - show that a good deal of the weekend travelers are (wait for it...) FBTs traveling for the weekend, both on business and leisure. So, the legacy definition that was the foundation of many a loyalty programs now have to shift to reflect the more modern needs of our members. It's on our radar screen...
Travel well - MichelleL
Dislike on the Marquis smiling and always saying NO!!!! Different Marriott Brands seem to provide various different styles of "customer service". It seems as though the higher level the brand is the transition from what they perceive is customer service cooicides with how much you are spending and the ones you tip better often provide high levels of customer service and remember you whereas at Marriott, Renasaissance, Courtyard, Springhill's and the like provide it because that is what "real" customer service is suppose to be.
I may be explaining it wrong but hopefully you get my view on this from my experience.
I spent last weekend at the Long Beach Marriott and without asking at check in, I was given a card good for free breakfast buffet for two on Sat and Sun mornings. Additionally, when I stayed at a Sheraton in Denver back in April, I was told that all Sheraton Club lounges would start staying open 7 days a week starting 1st of May. Does anybody know if that is happening?
I am new to this forum although I have spent much of my time on tripadvisor and cruisecritics. I am currently a Gold member (can't even imagine hitting Platinum) and have been receiving access to the Concierge level since I hit Gold. Absolutely love it although I do find that the level of service really differs in the Concierge lounge by property.
Don't forget to click on your Promotion Central tab on your "My Account" tab when logged in and Register for promotions. You may go Platinum sooner than you think. There is promotion right now called MegaBonus 2012 and you should always register for any that appear in your Promotion Central.
You are right about how service for Concierge level differing from property to property - My fav is Renaissance. Their customer Service is the the bomb (in Boca Raton, FL). Can't wait to head back over there for another stay.
Don't forget that there are some Marriott brands that don't provide a free breakfast at all or a minimal one ... e.g.
Courtyard ... no free breakfast, regardless of status
Townplace ... very limited breakfast, when I have stayed
Fairfield ... varies greatly, but has always been at least adequate
Residence ... same as Fairfield
I recommend you ask detailed questions in the reservation process to verify if that property has a service you are interested in - some properties just don't have the same privelege or service available. We get the royal treatment on a stay and them try another location and sometimes something is missing. I have a canned short list of things I want in a stay and when I travel I am always open to try a different Marriott property from a low end catagory to the high end ones for example - in the city (ie: New York City - Catagory 8 hotel). I like to ask about the daily things I want (breakfast, happy hour or the Concierge Lounge) and often ask about check in process and parking. Sometimes you do not have to go to the front desk to check in depending on your status - you can drop your car at valet and check in at Concierge desk. So many variations and you should always call and inquire before you reserve with a phone call directly to Concierge Desk at hotel or just have your Marriott Rewards Help LIne assist you. No matter what I ask them they do their best to assist and often call the hotel for me while I hold and ask some of my questions. This helps make my decision to stay go faster and smoothly. Each location is different and offers differt amenities. Know what they are before you travel and Enjoy - Cheers!!! Kristy