After a week of very uneven treatment at the NY Marriott Marquis, where the gratuity wine glass affair occured, the maids moved everyhting in our room, even personal belongings while NOT cleaning it properly, the sheets were changed only every other day, and I drained my MR account of 240,000 points (Don't worry Jasper I have plenty there!), the associate who checked me out of the Hotel asked how my Stay was after Welcoming me as a Lifetime Platinum and Platinum Premier Elite member (not to mention other titles), the first time that the status was recognized! Well, one person got the memo I guess.
Sure did and thanked him for making the comment. Actuallyhe was a newbie, based on his badge,so that training was fresh in his mind. Full disclosure, I was not wearing my special Superstar costume at checkout so it was based solely on what flashed on the screen.
Here's the final tally:
I think the bottom line here is this..
If one is going to pay $599 per night to stay in your establishment, you really, really, really need to attempt to exceed the guest's expectations. The prohibitive pricing should be more than a product of location. By charging that price, you're basically announcing to the world, "We're so good, you'll be blown off your feet!"
If you start taking for granted that consumers will pay the price regardless of service and standards, you'll suffer the ultimate demise of repeat business.
One of the first principles learned in sales... Sell more stuff, make more money. There are two ways to do that.
1) Get your current clients to pay more through increased stays or higher price.
2) Bring in new customers.
It's much easier to get existing clients to spend more, BUT you need to deliver the product.
Yes if we assume you can color the points as they leave your account as being recently earned, but alas you cannot, The hopper contains generic points, some from no bonus days as well as ful bonus days and stays. Once there ther's no way to determine from whence they came as they leave
Hi SSSS - It is discouraging when a flagship property such as the Marriott Marquis earns such a deservedly mediocre review. The one thing I'm especially appreciative of is your willingness to share all of this. I've been heading to NY rather regularly now to visit an elderly cousin of my dad's and I've often been tempted to stay once again at the Marquis, as opposed to the Marriott Eastside or Brooklyn Bridge. Based on what you've written, I'll save my money and/or points and go back to either of them before I go to the Marquis. On the bright side, as you say, it was great that you were recognized upon check-out -- however, recognition upon check-in is more rewarding.
Thanks, I think the Marquis is salvagable. Every other time we've been (this is our tenth) we've been greeted as royalty, given gifts, finding great amenities in the room, free this and that. This time, not a thing. I understand the no suites since they're full, and as one associate said, "Platinums are everywhere and they all want to stay here!"
Nonetheless I am going to compose the "onion letter" with specific issues highlighted and constructive alternatives for them to consider. As I mentioned elsewhere I will be particularly interested in the level of response I get, and the stock paragraphs I find in that response. If it's not too snarky (onmy part) I'll post the giust or portions of the response.
Yes NYC has a lot of alternatives, not just Marriott, and I will look into them as the months progress toward our next visit.
Dear Steward Jasper and others. yes I am always considering other places, including VRBO apartments that neighbors have and friends have used. Of course the Donald has a few places I can hang as well. Here's the good news on the Marquis: great location, Lounge people are super, some of the best, and the Concierge staff on floor 8 are good friends now.
SSSSS, I was not aware there waws a concierge level on floor 8. I did not find them particulary that good on the 30th floor, in my humble opinion. My stay was ok, they did give me a corner room which was larger and acceptable after elevating my concerns to a Manager about a rude check in staff. However, to be frank, the stay was less than memorable!!! I stayed for a week..two days I paid for since I got a very good rate for the week-end including breakfast and used 5 days on points to get the fifth night free. Like you, no recognition of my elite status when I checked in!!!
Maybe a 6th "S" in my moniker for sad?
Anyway what I meant was to single out Meliza and Janet and three of four other folks who maintain the Concierge Desk near the check in desks on floor 8. Charlie in the AM and Joe in the evening on the 30th have always been exceptionally good friends and associates. Every member of the C lounge staff is welcoming, funny, helpful and most of good people.
Since you mentioned that didn't recognize your platinum level, I guess I figured that meant they also didn't off you your Platinum Arrival gift either? And if that's the case, the arrival gift offering you your choice of rewards is covered under the T & C at this link. See the text right at the beginning of the arrival gift choice upon arrival, and then the compensation chart is where it say $100 for Marriott and other brands:
And it's referred to in this discussion, in nuhusker's comments:
As you can see on the T & C chart, there are a couple of chains that only have gifts, but the way I read it, for the others, you are guaranteed a choice, not just given the points later. If some of the hotels that were supposed to offer Platinum Members a choice, had their feet held to the fire, they might start being a little more careful about making sure that Platinum Level guests are getting the recognition they deserve at check-in.