Of course I’m not in any way surprised by this experience. Instead, I think it so perfectly sums up the typical Marriott elite experience within the United States, in a nutshell.
In this post:
Predictable, frustrating Marriott check-in experience
Let me start by saying that I don’t actually stay at hotels within the United States very often. While I frequently travel internationally with the desire to stay at certain hotels, I just find hospitality in the United States to be non-existent with so many brands, and I don’t enjoy overpaying, getting nickel-and-dimed, and honestly, just being frustrated by the lack of customer service.
But sometimes I actually have to stay somewhere, which brings me to a stay I had at a Marriott recently (the exact hotel doesn’t even matter, because this is just sort of what I’ve come to expect).
I have Marriott Bonvoy Ambassador status, which is rather hard to earn. Prior to check-in at this Marriott, I saw that I was pre-upgraded to a room with a view, which retails for $9 per night more than the room I booked. This is a hotel with a bunch of room categories, and there were over a dozen higher room categories available and still for sale. The hotel was also nowhere close to full, best I could tell.
Admittedly I don’t necessarily expect very much from Marriott’s upgrade policy, and also realize there are lots of elite members. So I don’t even usually bother asking about upgrades at check-in, especially when I’m staying alone, and don’t really care much about the room.
However, as I arrived at check-in, I saw that the front desk agent was actually training someone else (who was standing behind him), and was explaining all the processes to him. So I figured in the name of giving him a good training opportunity, I’d ask about an upgrade. Let me say upfront that I wasn’t a fan of the guy’s attitude, and he came across as sort of casual and dismissive, in an obnoxious way (maybe that’s just my perception, though). Here’s how the brief conversation went:
Him: “Thanks for being an Ambassador member, we’ve upgraded you to a partial view room.”
Me: “Thank you! Do you by any chance have any suites or better rooms available for an upgrade?”
Him: “Let me see what I can do…” *literally two seconds later, so obviously didn’t actually look* “we’re looking a little tight on suites, here’s a thank you for your loyalty.”
He handed me a bag of honey roasted peanuts with a Marriott Bonvoy sticker on them. Bonvoy!
I also couldn’t help but chuckle about how he explained the daily destination fee. “So you’re gonna pay $35 per day, and you’re going to get $18 in credits to use in the restaurant for that.” What a deal!
Many Marriotts don’t even pretend to try with upgrades
The above was my first time in a long time actually asking about upgrades at a Marriott property in the United States. That’s because:
- I’m not looking to get into some argument that involves the front office manager, etc.
- Unless you’re willing to argue (which I’m not), just casually inquiring about upgrades is unlikely to get you anywhere
- I also recognize how many elite members there are, and that it’s hard for hotels to manage expectations
So a couple of things stand out about this experience. First of all, I know Marriott recently rolled out a new front desk AI tool that’s supposed to assign elite upgrades. While I didn’t think it would be the case, I quietly hoped that maybe automating this process would actually lead to improvements. But nope, I’m not actually finding that’s the case, and that clearly shows that the system isn’t being programmed to deliver on providing the best possible upgrades.
Second of all, as much as I wish it were otherwise, I’ve gotta say, I’ve found very little difference in terms of upgrades for being an Ambassador member vs. being a Platinum or Titanium member. Most of my good upgrades have been at properties where I used a Nightly Upgrade Award (NUA), and those are tied to Choice Benefits, and not status. But for most of my stays, I’ve found upgrades to be really marginal. My Ambassador is absolutely awesome, but it’s not like he’s on-property with me, so…
I’m not actually surprised any of this is the case, though it’s disappointing how little Marriott tries to do to differentiate Ambassador status, despite the much higher qualification requirements. But really I’m just the moron for earning the status, and staying on the hamster wheel…
Bottom line
In an experience that should surprise no one, Marriott properties (particularly in the United States) are pretty lousy about trying to upgrade elite members. I rarely stay at Marriotts in the United States, and my recent stay reminded me of why.
As an Ambassador member, I was upgraded to a room with a partial view, which retails for $9 more than the room I booked. When I asked about a further upgrade, I was told they’re “looking a little tight on suites,” and was instead given a bag of nuts. The joys of Bonvoy!
Thanks so much Ben, for calling out what many of us have felt for years - hospitality in the US is virtually non-existent.
As an expat who's lived abroad a long time and stays at hotels when returning to the US, I find myself lowering my expectations to the absolute lowest setting. It's not worth staying at any "branded" upper mid-range hotel or even any Marriott property that is supposedly top end. Somehow, even...
Thanks so much Ben, for calling out what many of us have felt for years - hospitality in the US is virtually non-existent.
As an expat who's lived abroad a long time and stays at hotels when returning to the US, I find myself lowering my expectations to the absolute lowest setting. It's not worth staying at any "branded" upper mid-range hotel or even any Marriott property that is supposedly top end. Somehow, even at luxury branded properties (like St Regis or Ritz Carlton) in many places, empty minibars, cleaning every other day at best, and disinterested part-time room-service has become standard.
Marriott has led the charge downwards in terms of abandoning brand standards, but I would say the service culture in America has become uniquely awful. This is a broader cultural issue. This has gotten visibly worse for years, and I cannot speak to the reasons why. The result though, is my expectations for travel experience when headed to the US are always so much lower than for basically any other part of the world. That's depressing, frankly. Why are Americans happy to accept service and standards at hotels that are so much worse than the rest of the world?
There used to be a saying "The Customer is the King".
My experience is that status recognition improves significantly once you get anywhere outside a 5 hour flight from the US (+ any trendy hotspots that attract a lot of Americans such as greek islands). Americans have money and status through credit cards but no time to enjoy it since taking any time off in the US means you are a slacker so the further you go the less competition you have for status related benefits.
Staffer probably saving suites for some under the table $$$$. Total corruption.
You are a great blogger and I highly value your opinion.
However I am surprised that you were so disappointed. Not only did they upgrade you to a better room but also gave you a bag of nuts that would cost $5 or more in most minibars.
It's clear in Marriott's website that suites are not a guaranteed benefit and in fact Ambassador = Platinum for almost all guaranteed benefits except the earning...
You are a great blogger and I highly value your opinion.
However I am surprised that you were so disappointed. Not only did they upgrade you to a better room but also gave you a bag of nuts that would cost $5 or more in most minibars.
It's clear in Marriott's website that suites are not a guaranteed benefit and in fact Ambassador = Platinum for almost all guaranteed benefits except the earning rates and assigned Ambassador if I am not mistaken.
Anyhow I remember last year you were wondering if you should spend extra to earn Ambassador and appreciate you taking the hit so we can all see for most it's not worth the cost.
Go on the app and see that upgrade-eligible rooms are available. Identify that to the reception person. "We will sell you an upgrade but we're not just going to give an upgrade to you." I've experienced that at properties both in and outside of the US. After years of Ambassador status, I left.
Yeah I wish Lucky had done that to see what their reaction was
Go to Choice Priviliges.
Average Hilton in USA:
Room per night: $291.95
Parking per night: $48.97
Breakfast: $21.10
Use of pool: $17.01
Average Comfort Inn in USA:
Room per night: $101.95
Parking per night: $0.00
Breakfast: $0.00
Use of pool: $0.00
Makes no sense to PAY so much for SO LITTLE. Bed, Toilet bowl, Sink, Shower, Seat, Table, Desk, Side tables (x2).
I've said it before and will say it again, in many asian countries this would actually be illegal, given the Customer Respect laws. Perhaps this should be introduced globally.
One can press the point without arguing.
“Would you please check again as I saw several available on line”
As always, Ambassador gives the worst ROI in the travel space by far.
And Marriott truly despises its most loyal customers.
@Lucky: I’m wholly unfamiliar with Bonvoy Ambassador status rules….but you are upset because you didn’t get a double upgrade?
What’s wrong with a single, free upgrade to a more expensive room that you paid for?
Not sure if you are serious or just trolling
Bit of both if I’m honest. :)
But…..if Marriott gave Ben one upgrade, have they fulfilled their Bonvoy contract with him?
It's amusing that anyone is naive enough to think that what Marriott calls "AI" is going to result in bountiful room upgrades.
Please do not get off the hamster wheel. Continue to suck at the teats of loyalty program so I can continue to be amused by reported stories like these when I'm having a slow day.
I simply luv this website. The more I read about U.S. Airlines and Hotels, the more convinced I become that the country is turning into a real jungle.
According to the articles and comments, the U.S. citizens appear to be treated like monkeys and are receiving only nuts ….
Two weeks ago we spent a week at the JW Marriott in Cancun. I have Lifetime Titanium status, and when I asked for upgrade availability, the agent said they do not have any availability for a free upgrade, however she could give me an upgrade for $890........
All week long the hotel was half full.
US Bonvoy properties know they can disregard any and all guest-facing brand standards so long as they pay their fees to Marriott.
International properties are gradually figuring that out.
It is a model where guests are the product and properties are the customers.
So long as customers are happy, there is no business reason to address the product.
"Admittedly I don’t necessarily expect very much from Marriott’s upgrade policy". My wife and I have adopted the phrase "expect less" when ever we're checking into a Marriott property. It seems to really help our expectations, as anytime we receive any kind of elite treatment or benefit we're genuinely surprised. Marriott, expect less.
Checked in to an Intercontinental in the U.S. recently at 2 pm and was told that, in recognition of my Platinum status, they were waiving the early check in fee. Really? An early check in fee to check in at 2 pm?? It’s not only Marriott. As Ben says, it’s US properties in general.
My partner and I feel the same way about the US hotels of the big chains, charged a fortune and get seriously poor value. He has Hilton Diamond and in Asia we get treated like kings. UK is marginally better than US, but only just.
Do you actually compare the price you're paying to the local competition in Asia? American chain hotels are ridiculously overpriced in many/most non-US locations.
Horrible. Time to get off the hamster wheel. This is my last year as Ambassador (which I have been for at least 10 years), so next year soft landing to Titanium (which I would not have earned this year either - not from the US so no elite nights for credit cards and did not travel during the double elite nights promo early in the year). After that only Lifteime Platinum with a few stays here and there...
No Suite For You!
Jokes aside, I'm not sure you really even got Bonvoyed here. Marriott's view of engaged loyalists as the enemy has trickled down from the top over the past half dozen years or so and since corporate is almost always unwilling to enforce their own rules it's no wonder that hotels treat members with contempt rather than hospitality in the USA. You recognize this and while it's wrong, that's just how Marriott...
No Suite For You!
Jokes aside, I'm not sure you really even got Bonvoyed here. Marriott's view of engaged loyalists as the enemy has trickled down from the top over the past half dozen years or so and since corporate is almost always unwilling to enforce their own rules it's no wonder that hotels treat members with contempt rather than hospitality in the USA. You recognize this and while it's wrong, that's just how Marriott rolls these days. I'm lifetime platinum but generally avoid any Marriott hotel unless they're simply the most logical choice for me.
As I've said before most hotel properties are franchised and that's the real business of hotel chains. Not you the guest. The experience can vary property to property and hotel chains do not seem intent on controlling their franchisees. Likely because the franchisees are a profitable income source.
When you fly an airline you're not for example getting a Delta airlines plane owned by some random moron that doesn't really care about the flyer experience...
As I've said before most hotel properties are franchised and that's the real business of hotel chains. Not you the guest. The experience can vary property to property and hotel chains do not seem intent on controlling their franchisees. Likely because the franchisees are a profitable income source.
When you fly an airline you're not for example getting a Delta airlines plane owned by some random moron that doesn't really care about the flyer experience or adhering to Delta standards.
"daily destination fee" lmfao Just nuts
Marriot charging me extra substantial fees for a 2bedroom suite, if occupied by 4 pax. If occupied by 3pax, normal daily rate. 4pax (2 bedrooms and bathrooms, ~160m2), add 40% more. No, there's no extra bed and its breakfast only. They wont see my nuts ever again.
"Thanks, I'd just rather have a $18 discount on the fee you charged me."
I'd actually say that it is more descriptive of service in the US in general, than about Marriott in specific.
Get better service at Fairfield’s than full service Marriotts in the USA. Not kidding lol
Outside business travel, I don’t go out of my way to stay at bonvoy properties anymore. For work I don’t care and might as well collect points to use at overseas luxury hotels
“Sure, you can have an upgrade… to DEEZ NUTS”
Are we no longer using "You've been Bonvoyed!" to describe moments like this?
Anyone chasing Marriott points or status is a sucker. Poor product and poor treatment - absolutely no reason to be loyal.
The best is when they give you nuts as an in-room amenity even when your Ambassador preferences say you have a tree nut allergy and under no circumstances should you have nuts in the room. I’ve been ambassador since before Bonvoy. I dropped Marriott earlier this year. I have a few million points that I’ll burn through as lifetime titanium but won’t be spending any cash with Marriott ever again.
My other best moments were (1) a property refused to give me mouthwash, a bar of soap and a dental kit for FREE when I requested them and (2) multiple properties refusing to include coffee with the breakfast benefit.
Hyatt is far from perfect and they’re going down the same franchising road as Marriott, but the benefits are better enforced. IHG is my backup.