Another Marriott Plays Elite Breakfast Games (Update)

It's precisely these sorts of games that Bonvoy allows (encourages?) that make me avoid them.

I have a few upcoming trips where the Marriott property/ies was/were higher on my list than the Hilton property/ies, but I stayed with Hilton because I know what to expect based on my rate + status. I don't have time for a Bonvoy Rosetta Stone, so I simply go with the brands where I know what to expect. This is also why I transferred a bunch of Bonvoy points to airlines in the last few months; it's a program I have no use for. And it makes me miss Starwood all the more.

Sorry Bonvoy, but until you fix yourself I'll be avoiding you. Travel is stressful enough without my having to track whether or not you're holding up your end of the bargain.

I hate all these games. Either go really high end and stay in a hotel you book through virtuoso/ one of the private programs such as Hyatt Privee or Four Seasons Preferred Partner, ect that guarantee breakfast with a booking, OR just go down the street to a restaurant/ starbucks/ coffee shop/ OR just go to an Embassy Suites/ Hampton Inn or something similar if that just gives everybody breakfast no games, if breakfast is that important. These programs are obnoxious.

I really hate how Marriott doesn't standardize benefits. Games that hotels try to play like this, and then even the policy where hotels can offer a voucher that doesn't even really cover any menu items or some hotels (Ritz, Edition) that don't have any breakfast benefit. It should be standardized and enforced.

@Lucky For the elite benefit guarantee it is to be given in cash NOT a property credit correct?

Thanks for the coverage, Ben.
I hate to come off as a complete Karen but at this point this hotel is trying to completely skirt the program itself for their own benefits, and someone needs to call them out.
Bonvoy eventually ended up raising a case on this and said will be contacting the property management. I've already spoken with one of their management staff, and the email is a response from the director of front staff stating that they're somehow exempt from the "guarantee". Maybe she said that and offered the property credit hoping it would appease me but I know when I'm being played.
At this point I fully expect the property to cancel my reservation ahead of arrival so I won't have to be walked lol.

The AC Hotel in Ginza Tokyo is also not honoring the breakfast program.

Despite the restaurant not being hotel-owned, they will deliver breakfast to your room:

“This package includes breakfast for two delivered to your room or served in Drift restaurant, overlooking Rise Again Square.”

I’d just order room service and charge it back to Anthony Capuano!

To be fair, none of us have seen the contract between Marriott and the hotel, have we? An agreement between the elite guest and Marriott isn't an agreement to which the hotel itself is a party.

I don't see what the contract has to do with anything. The property advertises itself as a Marriott, and Marriott advertises specific published benefits. If the property is misleading consumers via deceptive practices, that's unlawful and they should desist or face appropriate repercussions.

FYI- The Glass Light Hotel in Norfolk, VA does the same with their breakfast with the same excuse. Great hotel and location but won't go back for this reason.

Good on you for pursuing this.

Please elaborate. Did this happen to you? When was your stay? What excuse did the property try to make?

Marriott hotels have certainly tried to squeeze every excuse they can to not abide by these commitments. My real ask is that they publish this on the website.

Marriott needs to be more clear which hotels offer breakfast, have lounges, and have airport shuttles (I’ve seen some that offer shuttles, but charge you up to $50 for it). And when I say clear, should be on the Hotel search results, not buried.

W Chicago Lakeshore is now also playing games. $10 daily credit to the restaurant, which doesn’t get you more than coffee.

Marriott would be the one false advertising in this case, NOT the hotel. The property is very clear about its policy.

Imagine not going to a hotel you love just because you don't get free breakfast. Is that really the tipping point?

Customer: Do you offer room service from the restaurant in your hotel?
Hotel: Yes, we do!
Customer: Do you have rates that include free breakfast with a room?
Hotel: Yes, we do!
Customer: I am a loyal Marriott customer. How do I receive my complimentary breakfast?
Hotel: Sorry, we can't figure out a way to provide that.

Next the hotel will be increasing their destination and resort fees to cover the cost of providing fresh air and running water.

If for any reason a Marriott hotel decides that they are not able to provide any benefit in the Bonvoy program, they should be required by Marriott to provide that information prominently on their website and in any email that is sent to the customer when they reserve a room.

Thank you for shaming these non-compliant hotels. The loss of revenue and the horrendous PR should force them to shape up rapidly. Please continue doing it for each and every Marriott that absconds from its responsibilities.

This hotel should simply put a microwave in every room and deliver a frozen breakfast sandwich to the room. Then they could charge a service fee for the delivery to cover the cost of the free breakfast !

Every Marriott could easily have a restaurant owned by a third party. The owner of the hotel simply creates a corporation to "rent" the space and run it.

The only way a hotel should be able to get away with not offering breakfast is the hotel is truly separate from the restaurant, resulting in a guest not being able to charge their meal to their room, the hotel is not able to provide room service, and the restaurant is not able to deliver to guest.

From a friend who is a longtime Marriott general manager:

The issue is that their benefits are still based on Marriott-owned hotels. Franchises mostly have their F&B outsourced to a third party. The complimentary breakfast for elite guests is charged at full price back to hotel, which becomes very costly. That’s why some hotels try to offer points rather than breakfast. From a guest perspective I totally understand it, however.

Where does the hotel advertise its policy to not fulfill guaranteed brand benefits?

Exactly. To be quite honest, any hotel that also owns a restaurant that is open to the general public would be dumb not to have the restaurant owned by a separate legal entity.

There is a list of like 20 hotels (all Legacy Marriott (non SPG) brands like the Marriott Long Wharf Boston, JW Marriott New Orleans, and the Renaissance NY Midtown) that have an explicit exception in the T&Cs exempting them from providing breakfast when there is no lounge. I wonder if these properties are somehow lobbying to be included on this list?

I think the whole thing, including the hotels who have the exemption is ridiculous and it makes me miss SPG. If you want to participate in Marriott Bonvoy, then offer the elite benefits. Should be simple.

Very customer unfriendly by Marriott and lots of recent examples on FT of Marriott not backing up customers who encounter problematic properties - not just with breakfast but also with elite welcome gift issues, points not posting, cancellations / refunds processed incorrectly, etc. Very disappointing devaluation of the once great SPG program

The Le Meridian Montreal was playing games with breakfast last year. They only opened their restaurant for dinner, so used the pandemic as an out for not providing breakfast. I guess there were enough complaints because they are now the SENS HØTEL and not part of Bonvoy.

No one forces a hotel owner to be in a major hotel network and participate in a Bonvoy/HHonors/WoH program.

Exactly. If Marriott made a promise to its elites that wasn't / isn't backed up by contracts with the hotels, that's on Marriott.

The AC in Ginza has their own policy apparently according to FT. They only grant free breakfast to elites on the FIRST NIGHT ONLY irrespective of length of stay. So I'm only staying there...you guessed it, one night.

Apparently the Tokyo MESM Hotel offers Club access free to Ambassadors but not a (lowly?) Titanium like me. It's the wild west with Marriott -- it's whatever the hotel can get away with. Pathetic state of affairs.

Stayed at the Muir previously. Their breakfast benefit (which was more generous than it had to be) covered about $70 CAD per person, and included room service.

That was about $450 on a three day stay. Most restaurants aren't that pricey for breakfast, but you could easily be looking at $300 on a three night stay covering two people.

It's a meaningful amount.

Plus, it just feels *nice* to get something from the hotel as a reward for sticking with that chain when travelling. Why reward a hotel that doesn't want to be part of the chain?

Marriott's $100 compensation is, in theory, great. I say in theory for two reasons.

As an ambassador elite I've never had an issue invoking and receiving $100 for failed delivery of benefits. But I recognize hotels may not be as responsive to those with lower-tier status.

That aside, there are loopholes.

Namely, the terms and conditions don't envision a property having both a closed lounge and a closed restaurant. While you can get 750 points or breakfast in the restaurant if the lounge at hotels of certain brands is closed or doesn't exist, you can't anything extra if there's no open or operational restaurant. In some parts, especially for the better part of two years during the pandemic, some properties decided it was cheaper to pay 750 points per day than keep a restaurant open.

Similarly, the terms and conditions don't envision a Fairfield having a restaurant. In Japan and other Asian countries, the new Fairfields don't have a free breakfast. Instead, all guests have to pay for breakfast because Marriott's terms don't expressly extend any kind of breakfast benefit to platinums and above at a Fairfield. That's because the USA-centric terms and conditions were created around Fairfield having a free breakfast for all guests.

The list of excluded properties is inclusive, not exclusive.

That is to say, if you read the applicable section of the terms and conditions, other properties besides those specifically named can be included in terms of an exemption.

SPG had issues too. The Westin in San Francisco used to claim bread and toast was the breakfast benefit. Hyatt's lauded breakfast benefit is great in practice at Hyatt-managed properties, but franchise-managed properties are known to cheat. And unlike Marriott, Hyatt doesn't offer $100 compensation.

Marriott's customer service can't really do anything. Over 70% of the hotels are NOT managed by Marriott.

Now a good hotel (especially Marriott-managed properties) will generally cede any opposition to providing something when Marriott's customer service contacts them about a customer complaint, but absent a gross violation of the franchise or licensing agreement there isn't much a customer service agent can do if a rogue property tells them to pound sand.

I stayed at a Courtyard last year. The Courtyard refused to provide me a complimentary bar of soap, mouthwash, toothpaste, a toothbrush, and shaving kit. All of items were available for request through the Marriott mobile app. I escalated to corporate management, emailing a half-dozen executives. I ended up hearing from one of the assistants to an executive. They conceded there was nothing in the franchise agreement that required a hotel to provide these things.

To Marriott's credit, they did reimburse me the Uber to a new hotel that gladly provided the items.

This is the problem. Marriott is not a hotel company any longer. It's really just a booking platform. If Marriott stopped pretending to be a hotel company then people wouldn't complain as much. In reality, Marriott is basically an Expedia or Priceline, especially if you book hotels affiliated with any of the soft brands like Design, Protea, Tribute Portfolio, Luxury Collection, or Autograph Collection.

There was a time when I'd go out of my way to stay at a Marriott and retain platinum status. Given all of the breakfast b/s, I dropped Marriotts and pretty much use them only if I need to stay at an airport and that's the only in-terminal option. Otherwise I stick to Hyatts and IHG hotels.

There is no breakfast benefit at AC properties.

There is no breakfast benefit at AC properties.

If the Mesm Tokyo, Autograph Collection has a lounge then it's supposed to be open to platinums and higher. If they don't give an eligible guest access then that guest can claim the $100 compensation.

In a sense the general underlying theme here is the erosion of benefits for elite tiers. I get the sense that US Marriotts are focused on reducing Elite benefits and otherwise trying to squeeze more spend out of everyone. I am just back from a trip to Las Vegas for which I used points. Normally, Wifi should be considered a benefit; yet in an increasing group of hotels, we have to pay for it as part of a resort fee/destination fee, which also includes additional items that either don't add value (free calls & faxes in the US) or items that I just don't want (dessert/alcohol in the hotel). So, with self parking and the resort fee, my free stay cost me 150 USD for three days. Are there hotels outside the US that assess a resort fee? or is this a US phenomenon?

This is where it gets confusing.

At W properties, you are supposed to receive a choice at check-in of breakfast in the restaurant, 1,000 points or an amenity. That's the Elite Welcome Gift benefit.

By contrast, a Marriott, Renaissance, JW Marriott, etc. non-resort would have to offer a choice of 1,000 points or a $10 F&B credit/voucher.

The hotel management is knowingly or unknowingly confusing the benefits for a legacy Marriott property with the benefits at a legacy Starwood property.

The Guaranteed Lounge Access benefit does not apply at W properties.

Anyone refused breakfast at the W Chicago Lakeshore should invoke the $100 compensation under section 4.3.c.iii of the Bonvoy terms.

Las Vegas is a difficult market because both Marriott and Hyatt partner with independent hotels there due to a gap in their footprint and the dominance of casino-focused hotels.

For example, the Cosmopolitan of Las Vegas is affiliated with Marriott's Autograph Collection but has significant exemptions scattered throughout the Bonvoy terms and benefits. Basically, you get points for staying at the Cosmopolitan but don't expect any real elite benefits.

With that said, 99.9% of Marriott hotels that charge a resort or destination fee that includes internet access have to provide a replacement benefit for all Bonvoy members, not just elites. This is a little-known benefit under section 1.3.c.ii:

"Participating Properties that have mandatory resort charges, which include internet access, will provide a replacement benefit, to be determined at each Participating Property's discretion."

https://www.marriott.com/loyalty/terms/default.mi#elite

The hotel has no incentive to change their behaviour unless they suffer some sort of repercussion, so as long as Marriott elites continue to choose to stay (and they will, since they willingly suffer the lack of breakfast at RC and Edition hotels), nothing's going to change.

There's why I jumped to IHG Diamonds, guaranteed breakfast, easy retain(Buy Ambassador), Good Lounges after 40 night, Good chance of suite.

But then you have to put up with all the dumpy Holiday Inn and Holiday Inn Express properties.

1) AC Hotels are SUPPOSED to offer $10 per elite + another $10 for guest as an F&B credit DAILY -- so again they're just making it up as they go.
2) As for the MESM, there are numerous confirmations on FT regarding their "unique" lounge access rules. Sure, good luck collecting on the compensation request!

There have been enough dumpy Doubletrees, Hamptons, Fairfield and Courtyards to suffice that low end of the totem pole for the other big guys as well .

Class action lawsuit against Marriott--want to join? Cmme on Bethesda get real!

Try the Kimpton Seafire in Grand Cayman. A truly aspirational property and part of IHG!!

I really think you should invest some time calling out the games that their customer service agents play. They seem to either hate Bonvoy or at best really really not care about it.

At this point there's no logical reason for anyone to be loyal to Marriott unless their employer insists on it. Why would you put yourself through this nonsense? It's like you're in an abusive relationship and still won't leave. I've completely ditched them, now Hyatt globalist with Hilton as backup. I've never had to fight for any benefits.

Give it a couple days and the blog will be promoting a Marriott credit card. Every Marriott credit card promotional article should contain a disclaimer about cheating Marriott properties.

First, they came for the print newspapers
And I did not speak out
Because I did not read print newspapers
Then they came for the daily housekeeping
And I did not speak out
Because I didn’t need daily housekeeping
Then they came for the toiletries
And I did not speak out
Because I didn’t care about the toiletries
Then they came for the bathrobes and slippers
And I did not speak out
Because I never used the bathrobes and slippers
Then they came after breakfast
And there was nothing left
To speak out for

Thank you for such a truthful description of our society and the members in it.

First they took away "double dipping" but I didn't really use it anyway.
I did not speak out.
Then they turned "free breakfast" into a ridiculously low "monetary credit"
But I didn't speak out because I don't usually like breakfast
(except for on the weekends or on holidays)
So what is next?

The Courtyard in Chicago is the same. It’s been like that since for 5 years or so

Keep fighting the good fight mate!

There is no breakfast benefit at Courtyards in North America.

The "tipping point" is being played by "a hotel you love".

My heart bleeds. Franchises are happy with their Franchise agreement when it delivers flocks of sheep to their door. But when they have to abide by terms that involve costs (costs!!!), theymoan that it's all so unfair and shocking. Be a Marriott, or don't. It's a choice.

Sounds like Muir wants Elites to book elsewhere. Maybe when they get enough cancellations they will finally get it.

Same with Hotel Paseo, Autograph Collection, Palm Desert, CA (at least last year June).

Can we stop having an article for each Marriott property that does not honor what they are supposed to? I assume there are many more Marriotts that do not but you are just not reporting on them. I assume many hotels as part of other brands do not offer what they are supposed to also but such is not reported. I suggest guests deal with the staff at the hotel as the best result for a resolution.

Recently stayed at this hotel and had a lovely time. The breakfast benefit I received as titanium member was for continental breakfast in the restaurant.
Also received upgrade to very nice room with balcony.

I am going to repespectfully disagree. I am sure Ben would write about any hotel not fulfilling their promises, just because there are some yet to be uncovered doesn't mean he should stop writing on those he does know about. The best way to get results is by informing consumers (us!) The more people speak with their wallets the more likely a hotel is to honor the policies promised. The results speak for themselves.

So, somewhat similar, I was at the JW at Mall of America. Lounge was closed. On second night asked for 750 points/night as allowed or breakfast (wasn't offered at check in). They said 750 points/night would be credited. It wasn't. So then I emailed Marriott after I checked out for the $100 guarantee for not offering breakfast or the points at check in for the closed lounge. Instead, the hotel credited me an extra 1500 points (worth about $10).

Disagree. I think hotel bad behavior should always be called out. It's one of the few ways to keep them honest. Ultimately, it's his blog and he can post what he wishes.

I have stayed at Muir.
Everything about it is awful. The hotel management’s and staff are arrogant and while the exterior design is pretty the reality is this hotel doesn’t really deserve to be in the autograph collection at all.

I would point out about the blog for emphasizing that this happens. It is unnecessary. You are not covering a hotel part of Hyatt or Hilton, etc that are not giving the proper benefits. You do not cover all of the Marriott properties that do not give the proper benefits. It happens all of the time. The guest should deal with decision making staff for a suitable solution. This blog has increasingly become biased.

Wut.

Many are bad, so don't point then out?

Really it should just be a list of shitty non-conforming hotels with details than individual articles...

But dealing with "decision making staff" is futile. It's those staff who chose to flagrantly violate the chain's terms and conditions in the first place.

I have platinum status and stayed at Koloa Landing, an Autograph resort, in Kauai 2 weeks ago. They offered a $30 dinner credit. When I asked about breakfast they said they would apply the credit to breakfast if I requested it when checking out. The credit of course wasn't enough to cover breakfast in full.

I had a similar situation with the Jacquard hotel (autograph collection) in Denver this week. I was offered either a breakfast credit ($10) or 1k points. The hotel doesn’t have a lounge. I opted for the points but would have been nice to have breakfast as a platinum member.

Yea shut up no one cares you dork

This is specifically why I am an HHonors Diamond. In North America I only stay in Hilton's where breakfast is included because of the horrid credits being offered but most of my travel is overseas which is where Hilton shines.

I was Gold with Starwood but that ended when Bonvoy ate Starwood.

Jacquard should have provided free breakfast. Tripadvisor reviews suggest they do. Are you confusing free breakfast with the welcome gift? Autographs without a lounge must provide breakfast in the restaurant. This is separate from the welcome gift which would have been points or likely a $10 F&B credit.

W hotel Lakeshore Chicago does the same thing. Marriott also defends them and says they don't have to honor breakfast

lol these hotel and airlines loyalty membership tiers are more useless than ever. I dont know why people still chase them. So far seem Hyatt is the only logical option remaining but I am sure that will also go south pretty soon.

I had even worse experience with Hyatt Desert Oasis in Cathedral City, California, next to Palm Springs...

This is a time share facility recently joined the Hyatt network. It's Hyatt website still states that there is a restaurant on the premise.

Guess what? There is a mandatory 10am checkout, no exceptions for Globalists. No daily water for Globalists, but you can purchase from the minimart at the "hotel". No breakfast or any type of food, or food vouchers whatever for Globalists.

Basically, there are ZERO benefits for ANY tier of Hyatt elites. Not just zero, you have to sign documents that you agree to all of the above, including a 10am checkout.

Reported the above to Hyatt back last summer, and there are no changes to the website description via Hyatt.

Also wrote an honest but scathing review on TripAdvisor. Zero response from the management. ZERO.

Watch out for this awful place (and it's terrible in every other aspects as well).

W Miami Brickell Ave is also not honoring “breakfast in restaurant” as a welcome amenity. A meager F&B credit at a coffee shop is being offered.

This place is not a W, more a Y.

We should make a list of properties for elites to boycott. Is there a list somewhere already?

Yet the Muir Hotel, posts images of this separate restaurant on their IG? They are just scamming customers.