With an ever-increasing number of Marriott properties finding excuses to not honor the company’s breakfast benefit for elites, is there any recourse? I’d like to address this, based on my the latest message from an OMAAT reader.
Continue reading: Marriott Hotels Not Honoring Elite Breakfast: Any Recourse?
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"...is there any recourse?"
Of course there is a recourse. The very obvious one of voting with your pockets. Corporations have no incentives to change unless the impact is to their bottom line.
Agreed that Marriott should take a stand. I'm concerned they might eventually make benefit elimination official policy. Four major properties (Chicago Marriott Downtown Magnificent Mile, Renaissance Chicago Downtown, JW Marriott San Francisco, Marriott Marquis San Diego) have simultaneously implemented identical lounge/breakfast policy changes as of January 2025 - no breakfast and no 1,000 point compensation when lounges are closed. We need to push back before elite status becomes meaningless.
Do you think these four properties are testing changes Marriott plans to roll out more broadly, or is this just individual properties pushing boundaries?
If people really voted with their wallets the Las Vegas resort fees would have lasted two weeks. Instead we have the "Holiday Inn Miami West - "Airport Area"", which is actually in Hialeah and nowhere near the airport, charging a $12 amenity fee. I do agree that this needs to be reflected in the hotels reviews, but inevitably Marriott is going to find itself at the wrong end of a class action suit.
What about many people booking a room, going to checkin and recording the hotel telling them no breakfast and saying they don't want to stay there cause it breaks the terms, and cancelling. And if hotel charges dispute it with the credit card company.
Quite simple, but will never be implemented by Marriott due to the sweet franchise $$. If a hotel does not want to honor terms of the franchise agreement and the loyalty program, then they should reflag or be independent.
By its inaction, Marriott has demonstrated that it does not enforce benefits afforded in the Bonvoy program's terms and conditions that it wrote. Knowing that Marriott doesn't deliver, why use them?
If enough guests shame the hotel on Tripadvisor and on the Marriott surveys, they may change their minds. Case in point: Hilton London Metropole massively downgraded their executive lounge offerings, but after a lot of negative feedback from guests (including on Tripadvisor), they actually reverted after just 1-2 weeks.
The Four Points by Sheraton in Juneau, Alaska has a restaurant but it's not open for breakfast. They offer no alternative. It's been that way for at least 4 years. I've invoked the $100 compensation benefit.
Yes, Property owners are the customer. "Give the customer what they want."
Guests are the product.
Until Property owners get dissatisfied with product quantity or quality, nothing will change.
There are almost no words in the capitalistic language for products complaining.
As cr@ppy as it is, Marriott is the trendsetter at maximizing the economic profits of its "loyalty" program.
I am pretty sure the guys who still aspire for Delta miles are the same ones that still care for Bonvoy points. Otherwise why would you even bother with these entities.
Add THE WARWICK HOTEL RITTENHOUSE SQUARE in Philadelphia to the list. As a platinum, upon checking in late in 2024, and asking about the breakfast, they said "We can only offer points, as we're new to Marriott, we don't have the capability to add to offer breakfast yet". Since the hotel was all around disappointing (other than its location), I will not be finding out what "yet" actually means. Ironically, it was a local stay pretty much just to requalify as Platinum, after a date night with the wife.
Could you charge the breakfast to your credit card and then submit a credit card dispute after showing the Marriott terms and conditions?
Exactly. When "loyalists" start voting with their wallets they'd actually have to listen. It's not like there isn't other alternatives.
That's the problem though. They add these fees. People complain about it a little bit but then just pay them anyways and keep doing so.
Be careful what you wish for. Breakfast doesn't exactly have a definition so a hotel could just provide a pack of gummy bears with a self service coffee machine in the lobby and call that breakfast.
With most hotels being third party owned and just under the big 3 umbrella for naming rights/branding, this doesn't surprise me one bit.
Israelis pushing the boundary to see how much they can scam people? Color me shocked
I suppose that Marriott just has to be shamed publicly into honoring its promises. But also there has to be someone at Marriott who has the conscientiousness or executive charge to care about this.
Look, it's all part of the trend of previously promised benefits evaporating as companies figure out it's expensive to honor their promises. (it's happening everywhere in society). Airline mile devaluation, dumbing down of million miler privileges, etc.
Breakfast was one of the (I admit, stupid) reasons I strived for platinum status. The upgrades I now recognize are few and far between. Whatever other recognition (late checkout) is helpful but was it worth the extra thousands of $ I spent to reach the status? And now breakfast is a hollow promise.
My loyalt to anything is dying off quickly.
I am curious what american express would do if the customer asked for a charge back for that portion of the bill that was for Breakfast. Clearly, if one does a charge back , the hotel will respond showing the charge for breakfast. The customer can then refer to Marriott Bonvoy rules and respond that charge was unauthorized or fraudulent
@Ben - I agree with you that we should vote with our wallets. Will you participate by not posting about Marriott credit cards to avoid hypocrisy?
I gave up on this program and liquidated my points and closed my credit cards long ago. Not the least bit interested in giving it another try and haven't set foot in one of their properties for at least four years now.
The better play is either (a) a complaint with a state consumer protection office or state attorney general or (b) a small claims court lawsuit.
There is some truth to this statement, but it isn't across the board. At Hilton Tel Aviv on points (as a Diamond), I was upgraded from a standard room to the Corner Sea View Suite (one or two below the highest) on more than one occasion.
Frankly, I can't wait for the next recession. Covid killed off a lot of bad restaurants. Unfortunately, most of the bad hotels survived and the average hotels got worse. Between a recession and the permanency of remote work, probably half the chain hotels (if not more) won't survive.
The best recourse of all is to simply stop staying at Marriott. Switched over to Hyatt this year and so far so good. Obviously can't do that everywhere, especially staying in Europe, but I sure will try.
This sucks, but be careful what you wish for. The eventual "recourse" here will be Marriott officially downgrading breakfast across a much larger collection of hotels and brands. Hotel owners are becoming increasingly loud about declining profits in a high cost growth, low revenue growth environment. Elite benefits will be cut.
For more context - within five years, I predict one or more of these changes for Marriott brands:
1) Free elite breakfast limited to "business" hotels/ brands (i.e. Marriott brand, Westin, JW Marriott, Sheraton)
2) Free elite breakfast offered only to Titanium and up
3) A Hilton-like food and beverage credit offered instead of "breakfast" when a lounge is not offered
I expect free breakfast for all guests to remain at brands like Residence Inn
Nobody has persuaded me that there is any recourse. All the suggestions are unimpressive. I recently fought an Aloft property over Resort fee and in the end I won, but it was unpleasant and if this is the game, I'll avoid the friction and stay at a competitor.
What I hope happens is: a competitor uses Elite Breakfast as a wedge, embarrassing Marriott, poaching us with status matches and the like. If Hilton or Hyatt started a "Loyalty Goes Both Ways" Elite Breakfast campaign it would get everyone's attention. I'd love to see funny advertising, ridiculing the labyrinthine rules and fine print Marriott properties use as an ATV to go wherever they want. Until then, I'll just stay at the properties that pretend I'm the customer, not the product.
If they offer something in print, and refuse to give it to you, then I would dispute that portion of my credit card charge with the hotel or fill a small claim action against marriot when you return
Hyatt and IHG both have breakfast benefits that are more codified than Marriott. There are Marriott properties that refuse to give elites a cup of coffee at breakfast.
Marriott already allows Fairfields outside North America to charge for breakfast. Hyatt is experimenting with paid breakfasts at Hyatt Place, which as a brand standard in North America is supposed to provide a free breakfast to all guests.
Except Hyatt doesn't give breakfast to second-tier elites. Only globalists, the Hyatt equivalent of ambassador in Bonvoy, gets breakfast.
How should we thinnk about this? I have my own list of Marriott properties that grant excellent Elite Recognition, where I get excellent value from my Bonvoy points. Shall we punish the innocent?
I love the Athenée in Bangkok and the Elite recog there is next-level. I intend to keep staying there and avoid places that don't play ball. Cutting up my Bonvoy cards isn't in my interest, or anyone's unless they don't have access to good properties.
Why stay at a Marriott property? Never a good value, breakfast or no breakfast.
Competitors won't do this, because their hotel owners will complain - unless these new guests bring much higher occupancy rates and are willing to pay higher room rates. And that is unlikely
They are likely larger properties whose breakfast restaurants cannot accommodate the number of Bonvoy elites staying on any given night, so the owners sought and received exemptions. Marriott has long maintained a short list of exempt properties (e..g, Boston Long Wharf) in the fine print. I'd read it as that list getting a bit longer rather than any test of more significant changes.
I also think people need to remember that brands like Holiday Inn Express, Hampton, whatever became very successful when they were marketing their free breakfast for all guests... But it cost these hotels a lot less to provide because the US had much lower labor costs, food costs, etc. Now this stuff can cost money to provide, and margins are thin. In Europe, most hotels seem to provide free breakfast, but stuff just costs less in general. Remember - Marriott, Hyatt, Hilton, whoever don't pay for free breakfasts - owners do.
Ok legit question, why are you all so obsessed with these mediocre hotel breakfasts? Go outside and get a coffee and a local treat, ffs. Why bother travelling if you’re just going to eat Marriott food?
I'm not suggesting that you cut up your cards. Ben said we should vote with our wallets, basically boycotting Marriott. I'm just saying that in order to avoid hypocrisy he should stop writing about Marriott credit cards.
Certain hotels - largely in Asia - do provide great elite benefits. If you find one then by all means stick with it. Unfortunately Marriott has increasingly grown to despise their guests and refuse to honor their own terms. As a lifetime Platinum that makes me want to find another company that will appreciate my loyalty.
Actually you should be encouraging the guest to take advantage of the elite benefit guarantee which is $100 in this case.
It will only speed up the process of the greedy owners going further into the red,
That could be right. I am always surprised at how much travelers care about free breakfast. It is possible that a meaningful percent of travelers simply wouldn't travel without it. That would be bad for the industry and hotel owners. We will see
In North America, I'd agree. But the Platinum Breakfast Benefit can provide a lavish hot breakfast buffet all over the world, as we've seen in innumerable reviews on this site. I have no problem "eating Marriott Food" at a 5-star hotel in SE Asia.
Covid killed off a lot of great restaurants too, and lead to a near permanent state of spiraling inflation. Politely, your desire for the next recession to come soon is short sighted.
Maybe it's more of an issue of promoting any kind of benefit and then not honoring it as advertised. The classic fraudulent corporate bait & switch.
Weird antisemitic take there, Connor. Scanning the article and the comments, similar behavior is occurring in Macao, Dublin, Philadelphia, Juneau, Chicago, San Francisco, and San Diego. How about we leave the racial bigotry and stereotypes out of it.
Agree with the sentiment, but would the small claim action require a return trip for adjudication and incurring additional expense, time & inconvenience ? Travelers make perfect victims by these predators by definition they're not local & can't vote ( great for creating/increasing taxes).
Appreciate your perspective, Mark. Two small things:
1. None of these four properties are listed as exempt properties.
2. It was strongly hinted that these are test cases to see if elites will rebel once they play these games with the breakfast benefits.
Hope you're right, but from what I'm hearing, this is a trial balloon.
Mike - In Asia and the Middle East, some of the hotel breakfasts are exceptional with a huge variety of quality food. Sometimes it's so substantial you can skip lunch.
If it's an advertised benefit, and it's good quality - and its honored - you can save a lot of money instead of "going local".
Great suggestion. I agree that Ben should take down any Marriott Credit Card links.
Agreed. For the people that actually will boycott Marriott as a result of this, there'll be more and more joining (and spending) in their place.
I mean that's fine. As long as they're consistent in applying the rules, that's all that a person can ask for. Transparency.
The free breakfast that the holiday inn express of the world was offering was reheated premade microwaved crap . 1 staff member worked on the breakfast refilling items that were smoky warmed up . Wife and I stayed at many of these places over a two week period in 2014 . The stuff became not eatable after a few days . Not restaurant quality food . Not every bodega quality food
@Mike: That's really not the point. The point is that hotels "want their cake and eat it too" - they want all the advantages of the Marriott brand and distribution platform to sell more rooms but do not want to comply with the contracted obligation to offer breakfast to elite members of the program. I sometimes do not eat the breakfast at the hotel - but I still want it offered to me as a elite guest.
Why haven't AA & Marriott 'consumated' some sort of 'arrangement' ? Their corporate cultures/philosophies seemed quite aligned, it would be a marriage made in heaven ( or HELL ! ) ...
I would put the JW Marriott Singapore in this category - excellent breakfast, snacks throughout the day, afternoon tea, cocktails in the evening and other hors d'oeuvres right up until the lounge closes at 1100pm.
In such a case, if the hotel can be booked via Virtuoso, I will book it there. If not, I‘ll book another hotel.
In such a case, if the hotel can be booked via Virtuoso, I will book it there. If not, I‘ll book another hotel.
Try to avoid those hotels if you know about it in advance. If not, warn others by 1 star reviews on Tripadvisor, Google, and Marriott feedback surveys with a mention of this... Eventually they will get the message. Negative reviews, especially in aggregate numbers can really make a difference.
I can tell you why this is of outmost importance. Breakfast the reason I strived for platinum status. It is the only guaranteed benefit bsides the % of points per stay.
The upgrades I now recognize are few and far between. Whatever other recognition such as late checkout is helpful but easy for the hotel to say a hotel is full and can't accommodate. Is it worth the extra thousands of dollars to reach the status? And now breakfast is a hollow promise.
Loyalty to anything is dying off quickly and as a consumer the approach has changed. I encourage people to state clearly in reviews how the hotel has not followed the rules and clearly move stays and excellent reviews to hotels who consistently offer elite perks.
There is recourse and I started taking advantage of it last year. I had 59 nights in hotels last year and none were at a Marriott property of any kind. None will be at a Marriott property this year either. I continue to have complimentary Bonvoy Gold Elite status via Amex, but I won't be using it again.
My strategy would be:
Decline points politely as a welcome amenity. Let them add breakfast to the bill (but don’t sign anything) then ask they correct it later on. If they are not willing, escalate to Marriott corporate that they mischarged you.
If that still does not help make a credit card dispute because they mischarged you.
Same here. I have stopped doing business with Marriott in the last 2 years other than use up my remaining points.
You can't just dispute a charge that you've agreed to because you didn't want to pay it. LOL
Fine way to end up in Thailand jail for dining and dashing your breakfast. Doesn't quite seem worth it, but to each their own.
An IHG hotel already pulled the “we don’t have our own restaurant” card on me as an IHG Diamond even as the hotel sold breakfast-included rates. That property is now a Hyatt Regency in NYC, and I wouldn’t be surprised if it’s just as bad or gets as bad about breakfast for Hyatt Globalists too.
Even though I am a lifetime Titanium Elite, this is one of the reasons my stays at Marriotts have become much less frequent. At a recent stay at the Renaissance Honolulu no breakfast or credit was offered but they did have a resort fee which included a food credit. Basically a way to force you to eat at their property and pay for it. When you also consider highly inflated room rates it just doesn't make sense to stay with them.
What's the point of going for Platinum if they don't honor the perks.
Marriott is shooting itself in the foot by making the brand less sticky. But clearly nobody at Marriott cares anymore.
I'm lifetime Platinum but now avoid Marriott hotels. Rarely do I stay there and instead stay with Hyatt or individual hotels where I think the price and benefits are right.
These latest no free breakfast for Elites stuff just making the decision not to stay at Marriott affiliated hotels even easier.
@FNT Delta Diamond, this heavily depends on jurisdiction. In some parts of the world, even the simplest civil claim requires representation by a fully qualified lawyer and a willingness to wait for years for resolution.
Marriott, Marriott. Yes, I used to stay at their hotels. Now I choose hotels based on location and price. I don't care brands, loyalty programs and their fake benefits. Marriott and others have killed my loyalty few years ago. Same with airlines.
Been avoiding Marriott hotels for a couple of years. Perks and benefits are disappearing for elite members.
If the charge includes items that were offered but didn't receive you certainly can dispute that portion of the bill.
LOL right back at you
If the Marriott corporate office does not enforce the terms and conditions that it has written, then they are of no value.
While a breakfast benefit may be a small item, it is the response by the Marriott corporate office that has influenced on my decision to limit stays at Marriott properties to free night certificates. Our cash stays are reserved for Hyatt and Hilton.
Once great, Marriott has turned into an extremely unethical company. For example, I had a 6 month stay at a negotiated rate in the Riyadh, Saudi Arabia Marriott Hotel Diplomatic Quarter.
When 3 major events and conferences were in Riyadh on October, I was told I had to leave for 3 weeks. An employee told me the hotel could get 5+ times the rate during the events.
I was told I had to depart and had to find a new hotel to stay immediately for a 3 week period. But…I was welcome to return 3 weeks later.
The hotel would not engage. Marriott corporate customer service didn’t help much after 13 calls. I am still fighting this to this day. I write a letter to the CEO but got an email from some corporate customer service guy saying they were going to contact the note and the note should get back to me.
Here we go again. After over 1,250 marriott nights and a platinum for life elite member, I’m now an Hilton guy!!! They really seem to appreciate their loyal customers.
I have responded many times about Marriott.
The fault and responsibility falls clearly with Marriott. Marriott is collecting huge franchise fees from non-Marriott properties.
I would bet that in the franchise agreement are all details that the franchisees are obligated to honor including 1) minimum hotel property standards that must be met for hotel branding and Marriott designated category, 2) the elite member rewards program (including points redemption pricing), 3) authority for Marriott to enforce compliance to what is marketed on Marriott web sites (eg Club lounge hrs and amenities etc) and resolving disputes when customer has issues with franchisee failure to comply.
These are all standard in any type for franchise agreements where the incentive to become a licensed franchisee is access to the marketing power if the franchisee.
Clearly Marriott is wilfully negligent and violates law in misrepresenting what is marketed on their web sites. I am all for joining a class action lawsuit with Marriott on their negligence to enforce minimum hotel standards and advertised amenities/benefits.
A LOSING PROPOSITION WHERE YOU WILL LOSE ON BOTH FRONTS WITH MARRIOTT AND THE CREDIT CARD COMPANY
A LOSING PROPOSITION WHERE YOU WILL LOSE ON BOTH FRONTS WITH MARRIOTT AND THE CREDIT CARD COMPANY
Once they deny the benefit, pay for breakfast and take Marriott to small claims court. $50 in fees that you get Marriott to reimburse along with the breakfast.
I want to see Marriott explain the deceptive nature of their T&C's to a judge (hint: judges travel too, and aren't fools).
Here is the 2023 Marriott franchisement agreement for Marriott and JW Marriott: https://www.hotel-development.marriott.com/resourcefiles/fdd-document/2023-mhr-fdd-3-31-2023.pdf
Honestly if this situation continues, I will just cancel my Marriott Bonvoy credit card and move my business to Hyatt 100% or just stay at whatever hotels that are more convenient. Brand loyalty to Marriott will be forgotten. I guess if enough elite members left, Marriott will start to care!
Last week I stayed at the JW Marriott Desert Ridge in Phoenix. When I booked my room I noticed I could get the same room, which included access to their JW Griffin Club, for $20 more per night. Thinking I would have access to the club with my Platinum status I picked the cheaper room. When I arrived I was told Platinum status didn’t include access to their club but I would receive a credit each day for the cold part of their breakfast buffet, served at their restaurant, not in their club. I then asked if I could change my reservation to the higher nightly rate, that included access to their club, and was still available on their web site, and they told me I couldn’t. They never could really tell me why, just that I couldn’t. I might understand this happening in a foreign country at one of their other brands but this was a Marriott in Phoenix. It is a nice hotel but it certainly put a damper on our stay.
Time.
Say you’re an underemployed DINK without saying you’re an underemployed DINK
When considering a Marriott chain hotel (in the US or Europe) I give the hotel a call prior to booking to understand exactly what I will get as a Plat member. There is so much fiddling going on with a so called "separate elite breakfast" (read reduced offering) etc.
When certain what I will get, I book accordingly.
It is marriott's policy rearding breakfast and the brand and the related terms. Not enforcing it is unacceptable.
Marriott is a U.S. based company. They can be sued in a U.S. small claims court regardless of where the stay takes place.
Disgusting.
Having a look at Tripadvisor it seems that the Aloft Dublin may have performed a U-turn on 'enhancing' the experience for elites.
They replied to a recent review where a guest highlighted the lack of elite benefits:
"Dear LoyaltyReporter,
Thank you for bringing this matter to our attention. We understand the importance of adhering to the Elite Welcome Gift guidelines and sincerely apologize for any inconvenience caused.
I would like to clarify that the adjustments were a one-time occurrence. We are committed to providing our guests with the best possible experience and have taken steps to ensure that our loyalty program benefits are consistently upheld.
Rest assured, we take this matter seriously and are committed to ensuring that all our guests, particularly our elite members, receive the highest level of service."
Kind regards,
Roderick Vastenburg
Director of Operations
I had same experience with a Tribute Portfolio hotel…on check-in, I asked for the welcome gift of breakfast in lieu of points. They refused. I filed a complaint with Marriott, stating I wanted the cash compensation for refusing to honor welcome gift. Hotel contacted me stating they don’t own the 3 restaurants in hotel (funny..if you research, they are all owned by the same group, just operate separately). They would NOT budge on compensation…offered me points instead. Seemed like I was not the first to complain! Platinum life member now switching to Hilton.
I have stayed at Desert Ridge and the Griffin Club is not your typical club experience…more like a Ritz and well worth paying for! Several JW have these exclusive club experiences.
Oh…and stayed at another Autograph hotel that played the same “no breakfast” game, points only…filed a complaint and they ended up giving me the compensation for not honoring the benefit.
Just a reminder, Marriott CEO promised Wall Street $100 million savings in this fiscal year.
I had pretty severe problems with Marriott, after months trying to fix the situation, resorted to writing the CEO.
His actions and response was less than adequate and he did not solve the problem.
I think with this fellow at the helm, Marriott is going to decline as customer service, as like this hotel, dictatorial. People will certainly will move to other brands.
… 😉 and i would (and did in the past) do it exactly as @David writes here, of course after arguing with the Hotel in written correspondence first and lastly go via AmEx and they solved the case.
Once i was asked if it really was only 2 people for Breakfast or if the charge was for added people, but could proof according to Restaurant receipt that showed 2 in party.
Those who don’t want to work accordingly, need to learn the HARD way.
Being Marriott Titanium since 8 years and pretty loyal, i am not shy of punishing Marriott Bonvoy for it too.
Always remember, those who laugh last, laugh the most 😉
Fair play in anything travel these days is more important than ever, call me too German, but i’m tough if it comes to resist faulty Company promises.
We got a saying in Germany:
“Wenn Unrecht zu Recht wird, wird Widerstand zur Pflicht” (Berthold Brecht)
>>>> EN translated for you guys: “When injustice becomes law, resistance becomes duty!” … i know, counts for many aspects in the US these days, but it’s a MUST to know your rights!
@Alonzo … you might have a different source then, the OFFICIAL Bonvoy site of Benefits DOES mention “Breakfast”.
as follows:
“ 1,000 points per stay or breakfast in restaurant per night of stay for Member +1“
…. not just a crab & go, in Restaurant! ;-o ALWAYS good to know your RIGHTS!
@ Michael_FFM: maybe check DER-Tour first, often cheaper and never 100% cax fee on prepaid rate, Breakfast rates are lot cheaper there , especially in Resorts!
I hope you do know DER-Tour, from your City! 😉
i fully agree with @GoodValueGreg
a simple but inviting and objective review is 1 of the BEST warnings to the next, who might get into the same trouble!
If you can’t afford to be good, stay out of Business or learn your lesson.
Simple as that.
If Bonvoy is getting lousy at the job, show them who’s the last to laugh the loudest!
It ALWAYS depends on the masses!
See how many follow a criminal in the US as a “leader”, …. see …. it always depends on the masses!
Does NOT mean that it’s RIGHT, but it attracts attention, … and some ALWAYS listen 😉 It works!
Reviews (honest and good ones) are a good way!
@Bob: respect, Loyalty in a different way! cool, but remaining points as we all know won’t last long. For your $$$ sake, i hope you DON’T keep a Bonvoy AmEx and pay an annual fee? 😮 WOULD NOT BE CLEVER! Often, independent hotels are better and cheaper anyway. FULLY agree! (maybe not in the North American market, but possibly rest of the world i would say yes.)
🙂 🙂 especially Hawaii, after Las Vegas, THE biggest scam place when it comes to Hospitality in the USA.
Don’t know the Renaissance HNL, but i wonder if this was publicized somewhere before? If so, bad luck, if not … a call to Bonvoy can’t harm!
Let them be BUSY, … and get them to know THEIR fine print!
I would.
… and again, a review! Sometimes works wonders. 😉
Especially you as a Titanium Lifetime should know how things work these days with LOYALTY, unless the extra $$$ is not important to you?
If you deserved that level of Loyalty, you should get what you deserve! …. and Bonvoy is proud of putting your advantages into your face over and over again, so stand up for your RIGHTS!
@Endlos: (i hope you’re not Endlos? ;-))
Great look at it!
I agree, if any brand or Loyalty Program is not worth it, just avoid it.
Often independent Hotels offer the same or even more, and are happy to earn the $$$ from not so loyal Guests too.
@Ryan: that’s a shame on Marriott absolutely!
Too bad, it is NOT really enforced by that Company, who still thinks they’re the lead?
Some companies or businesses just want to learn the HARD way, just too bad, that there is sooooooo many blind followers who just don’t value the $$$ anymore or the level of recognition in terms of what they are promised, LOYALTY attached with there privileges that come with it. Maybe as Lifetime Titanium or Ambassador, Marriott would work more like a PRO Company (… but i doubt it). SAD
seems, they want to learn the HARD way!
I agree with @Adrian
… get the most out of it, but at the end, it’s YOUR money you’re spending, so why not support those who are worth it and treat you as you should, as a Guest!
Privileges are not EVERYTHING these days and often an independent Hotels next door offers a LOT more for the same you pay to a Marriott or any chain property for a Standard room, but instead get a cool room incl. Breakfast for same or even less $$$. Of course, maybe not in North America, as too many followed too long in a blind way those BIG companies.
A real shame!
I had an experience during my 3-day stay at Moxy Bangkok 3 weeks ago. As I am a Marriott Bonvoy Titanium Elite, a complimentary breakfast should be included. Unfortunately, Moxy Bangkok does not offer this benefit; they instead provide three below options as an Elite Welcome Gift where benefits cannot be accumulated:
1) 500 bonus points per stay
2) $10 B&F credit per night per person (max 2 people)
3) Grab & Go (2 (food and drink) items per person per day, max 2 people)
I had complained directly to the check-in staff that I am a Titanium Elite and breakfast should be included or complimentary. They apologized (not profusely) and asked if I could use the options as an Elite Welcome Gift. I relentlessly opt for the $10 B&F credit for my whole stay, including bar and breakfast.
It looks like Marriott is now losing its prestigious hotel brand due to cost-cutting, which is a result of the post-pandemic and economic turmoil. I was very disappointed that this is happening now after I trusted this hotel brand for around 2-3 years.
@FlyerDon: Hilton has the same thing!
BUT to be fair, the JW Griffin Lounge is not an “Executive Lounge” … so you were fooled in the wording.
Waldorf Astoria Dubai Palm same thing, oh the list is long, JW Marriott Cancun, former Hilton Tel Aviv (at least they let ELITES know in advance “NO LOUNGE FOR YOU”, before they now split up the property)
Often the invested time to read all the rules snd details DO help to not end up in a trap of some Hotels, that are “Special” in their Terms.
20Us$ sounds like a bargain, if you just think of how much a glass of wine outside would cost and a decent meal too! ;-o
Marriott Ambassadors don't always get breakfast either... though in any case I don't mind paying $30 for breakfast knowing it's not included. The points value alone makes up for the lack of breakfast and you can at least get club access for a stay after 20 nights.
Unfortunately, the Marriott Bonvoy terms and conditions have a mandatory arbitration provision. So you can't even go to real court to fight it.
It would be nice if there was a website listing those properties that didn't follow Marriott policy.
They do the same games with the Lounges. I was staying at the Hong Kong Mira, they told me that the lounge was run by a third party, and ai was not allowed to access it.
@Pye So, if hotel guests are not allowed access then who can access this hotel lounge? Is it a paid lounge access?
I think this is the same with Hilton. IHG is actually better compared to Hilton and Marriott. Correct me if I am wrong. A family member of mine with Hilton gold status booked a rate on the Hilton app that specifically included breakfast for two people every morning of their stay. This was at the Hotel Resonance Taipei, Tapestry Collection by Hilton. They stayed there a few years ago and I believe that Hilton Gold members were and still are entitled to complimentary breakfast.
So, since they booked a room rate that included breakfast they should be able to collect on the Hilton points as part of their welcome amenity. The hotel front desk staff member refused it and said that regardless they must choose either breakfast or points as part of their welcome amenity. When pushed back saying that their room rate already included breakfast they should be able to have breakfast and points. The staff member replied that they were not really affiliated with Hilton but I think that it is his lack of training and not understanding the different benefits offered to the Hilton elite members. He just gave some random lame excuse.
At least, he was willing to let them change from points to complimentary breakfast. This was after initially choosing points as welcome amenity because in their Hilton app booking it included breakfast for two. Sometimes, elites don’t get whey they are entitled to because of lack of staff training and knowledge.
I think Marriott should re-write their T&C stating, "Elite members "May be provided these benefits", just to temper the expectations.
Thanks for your comments. The thing that bothered me the most was not letting me simply change my room reservation, to the higher rate, in order to get access to the lounge. I was more than happy to pay the higher price, they just would not let me.
@JeanY: … sorry i have to correct your lines here, but Bonvoy states clearly as “Welcome gift” to Titanium Elites the following in Asia:
500 Points per stay or F&B amenity per stay or $10 USD F&B credit per night of stay
NOWHERE does it say “FREE BREAKFAST”, and that counts for ALL MOXY brand hotels and i've stayed at many of them, and ALL of them (Asia, Europe) have handled it accordingly to the Bonvoy rules.
Hope you did NOT argue too much, as YOU are wrong, with your assumptions, even as a TITANIUM Elite! 😉
I experienced similar thing staying at Yokohama Four Points Flex which has a restaurant on premises but no free breakfast offered for Bonvoy Platinum Elite member like me.
In order to punish them with our warnet, how do we know if complementary breakfast is offered to us in advance???
If we find out upon check-in then it will be too late and they won't be punised that way!
I think the fairer approach is Ozempic for Americans who abuse hotel status and its associated benefits, and free breakfast for those from civilised countries.
An Israeli hotel not following rules that apply everywhere else in the world. Who would have thought!
You have an unconventional view of breach of contract.
If a restaurant advertises a prix fixe menu that includes dessert but then refuses to provide one who would you say is abusing whom?
Anthony has it right. Marriott benefits from promising these benefits and even absent an obligation in their agreements with hotels to provide them (which would be surprising) when Marriott does so they are obligated to make sure they are delivering.
As every first year law student knows the basis for a binding contract is offer, acceptance and compensation. For bookings where Marriott promises breakfast its an inducement to the customers to enter into an agreement. The breakfast in an integral part of the deal and is a binding obligation upon them. If it isn't delivered there is every reason to believe a court would find them liable for damages as a result of breach of contract.
Failing to deliver means they benefit from the promise, without having to incur the cost of actually doing so. In addition to breach of contract one could reasonably claim fraudulent inducement (intent to mislead the customer by promising what they have no intention of delivering) and unjust enrichment (the money saved by not delivering what was a part of the bargain).
As Anthony says one option is a class action lawsuit. The other is to file a complaint with your State's Attorney General and hope that one of them decides to run with it. But really when any company, let alone one based on service, takes the position they are comfortable defrauding their customers they are telling you who they are and as a lifetime Titanium I say vote with your feet and don't look back.
This is correct.
In Oregon we have a unique statute that allows for $2,500 above and beyond the damages so it makes suing in small claims worthwhile.
Probably not the best strategy. What you are proposing is rescission, when a party cancels a contract because of another party's material breach. The risk is failure to provide breakfast wasn't material. Plus you'd need to find another place to stay for the night.
You'd be safer staying, making a claim under Marriott's guarantee and if the company failed to make payment suing in small claims court.
Here's an idea. Send an email to the CEO/President of Hyatt with a link to this OMATT page.
Tell them how much you value their company's ethics, including by delivering when they promise breakfast, and that your only regret is that they don't have more locations so you could stay with them more frequently.
Call me discriminatory but I think it’s fair that AI are not allowed to access it. Some spaces need to be human only.
I think it’s more a question of is there recourse for the current situation. This is like telling someone who got scammed “don’t give them your business”, when they’re asking what they can do about this incident.
I don't understand this policy from Marriott. It doesn't make sense to advertise these benefits as part of the program when they can't even enforce the property to offer the benefit. As much as I appreciate the large Marriott network, I really hate its loyalty program compared to others.
Criticizing the Gymnasia Isrotel Tel Aviv for not providing breakfast is antisemitic. Do you support Khamas?
Me? I’m a trauma surgeon but sure, go off.
Also I agree - the breakfasts in Singapore are next level… but I’d still rather get something at the hawker centre.
The Warwick Hotel Philadelphia, a Tribute Portfolio, refused the breakfast benefit.
I contacted corporate and was told it was breakfast OR points, so since breakfast isn’t being honored, I’m stuck with 1,000 points.
Such a joke.
The Warwick Hotel Philadelphia, a Tribute Portfolio, refused the breakfast benefit.
I contacted corporate and was told it was breakfast OR points, so since breakfast isn’t being honored, I’m stuck with 1,000 points.
Such a joke.
This exact scenario happened to me at the W hotel in Minneapolis in 2024. I stood my ground on it and eventually got the GM to meet me at the front desk. Pulled up the terms on the Marriott website for him and everything. They (begrudgingly) paid me the $100 cash instead.