Typically I have no issues holding hotels accountable when they don’t honor published elite perks. However, Marriott Bonvoy’s elite welcome gift guarantee might be the one exception, as it’s something I really struggle with, probably because I’m someone who generally avoids confrontation when I can. I’m curious what OMAAT readers think…
In this post:
How Marriott’s guaranteed welcome gift works
While Marriott Bonvoy has become a pretty inconsistent loyalty program nowadays, the program does offer some elite benefit guarantees,
Marriott Bonvoy offers a few elite benefit guarantees, which cover things like getting your preferred bed type, having your reservation honored, getting access to guaranteed availability, etc.
Arguably the most interesting guarantee centers around welcome gifts. Marriott Bonvoy Platinum, Titanium, and Ambassador members, are entitled to a welcome gift when they check-in at a Marriott property. Choices range from points, to breakfast, to a gift, to a food & beverage credit. As this policy is described:
As a Platinum Elite, Titanium Elite or Ambassador Elite member, you’ll receive a special gift upon arrival at participating hotels, with a choice of an amenity gift or points. If guarantee is not met, guest compensation applies.
If the guarantee isn’t met, Bonvoy members are entitled to compensation ranging from $25 to $100, depending on the brand (most full service brands promise $100, though this doesn’t apply at EDITION and Ritz-Carlton properties).
It’s also quite explicit in the Marriott Bonvoy terms that this is about being offered your welcome gift on arrival, rather than just being offered it at some point during your stay:
If the Elite Welcome Gift is not offered at time of arrival, compensation applies
Requesting compensation is sort of awkward, no?
One of the reasons I’m writing this post is because a reader recently found himself in a situation where he wasn’t offered the guaranteed welcome amenity, and then requesting the compensation became a bit awkward. In all my years of staying at Marriott properties, I’ve not been offered a welcome amenity at check-in maybe a handful of times.
If you’re staying at an eligible brand and aren’t offered the welcome amenity at check-in, you’re entitled to $100 cash compensation, full stop. Sounds great, right?
The issue is, how does one actually request that compensation without it being super awkward, and without coming across as a complete jerk, especially for an honest mistake? After all, most people stay at hotels to unwind, and not to feel like they’re going to battle.
The common wisdom seems to be that when people use this guarantee, front desk agents (and even managers, in some situations) are typically not familiar with this policy, or at least pretend not to be familiar with it. The discussion apparently usually goes something like this:
“Hey, so I checked in yesterday and wasn’t offered my welcome gift.”
“Oh, I’m so sorry about that, let me take care of that right now. Which did you want to select?”
“I’ll take the points, please… and $100.”
“Sorry, what?”
Most Marriott employees aren’t familiar with the policy, and those that are apparently often try to argue that they can still offer the amenity while you’re on property, or that they just “assumed” you wanted the points.
I feel like the way this is executed almost guarantees a really uncomfortable interaction, and I don’t see how a hotel won’t strongly dislike a guest after they request this. After all, the compensation isn’t really proportional to the “mistake.” As a matter of fact, there’s no difference whether I’m offered my points at check-in or later during my stay, since they’ll only post after my stay anyway.
More often than not if you aren’t offered a welcome amenity, it’s because the front desk agent might be overworked, and it was an honest mistake. I certainly don’t want to get the person checking me in trouble or penalized, but that seems like it could very well happen if the hotel has to take money out of its budget to exercise this guarantee.
To be clear, I’m not in any way judging anyone who uses the guarantee — it’s something Marriott clearly promises, and there’s nothing wrong with exercising that promised perk. It’s just something I personally struggle to exercise. Maybe it’s because I’m too much of a pushover, maybe it’s because I don’t like conflict, or maybe it’s a combination of both.
If the money were coming out of the pocket of Marriott’s CEO, I’d be first in line to request it. However, that’s not actually the case, obviously.
Bottom line
Marriott Bonvoy Platinum members and above are guaranteed a welcome gift. If a front desk agent doesn’t offer it at check-in, you’re entitled to cash compensation of up to $100, depending on the type of property.
While the benefit sounds great on paper, taking advantage of it is a whole different story. I can’t help but feel like a jerk for requesting the $100 I’m technically entitled to for something that’s a non-issue, and for that matter it’s probably not worth getting an evil glare for the reminder of my stay over this.
But that’s just me, and I don’t think there’s anything wrong with requesting what you’re “entitled” to. It just seems like a policy that’s set up to lead to disappointment, regardless of how strongly it’s worded.
I’d love to hear how other Marriott Bonvoy members feel. Have you ever not been offered your welcome gift, and if so, did you request the compensation? How did it go?
I tried to invoke this guarantee once when the welcome gift wasn't offered by approaching the front desk the next day. The front desk associate called over the manager who was nice under the circumstances and offered 10,000 points which I accepted. Of course, the points never posted. I now don't bother with trying to get this extra compensation, I just make sure that I am actually getting a welcome gift if it isn't initially...
I tried to invoke this guarantee once when the welcome gift wasn't offered by approaching the front desk the next day. The front desk associate called over the manager who was nice under the circumstances and offered 10,000 points which I accepted. Of course, the points never posted. I now don't bother with trying to get this extra compensation, I just make sure that I am actually getting a welcome gift if it isn't initially offered.
It's ironic that one of the few Marriott policies that sounds customer friendly on paper is in reality awkward to use and difficult to actually obtain.
There's a "Seinfeld" episode where Kramer attempts to get compensation when a local bank that promises $100 to any customer not greeted with a "hello." When greeted with "Hey," Kramer demands the money. He's not sheepish.
It ends with the bank manager saying "You got a greeting. It starts with an 'H'. How's twenty bucks sound?"
Its a weird dynamic and I'm with you Ben — I don't think it's worth an argument or escalation to get $50 or $100 in compensation.
It happens countless times that FD "assumes" you want points in the US and I've even experienced oversight in Southeast Asia where they forget to ask.
I only claimed the policy once against the Aloft in Sunnyvale by the Caltrain where they don't offer breakfast on weekends at all.
Question, when/if you complete Mobile Check-In it states that you will receive Points as your Welcome Gift and if you would like ___ ___ ___ instead, to let them know at check-in...Is this a C.Y.A. on the Property's part...???
@ SEM -- Yeah, in that situation you wouldn't be entitled to anything.
The way you handle this is to send a message through the Marriott mobile application since the demand for compensation has to be made before checking out and departing the property. It is always a good idea to have this documented as opposed to being demanded in a verbal conversation. I've had a couple properties refuse compensation. But as I had the screenshots, I was able to escalate to Marriott corporate, which sided with me...
The way you handle this is to send a message through the Marriott mobile application since the demand for compensation has to be made before checking out and departing the property. It is always a good idea to have this documented as opposed to being demanded in a verbal conversation. I've had a couple properties refuse compensation. But as I had the screenshots, I was able to escalate to Marriott corporate, which sided with me and required the property to mail a check.
Remember, it's not just about a welcome gift. There is also $100 compensation at some brands for things like bed type.
And don't forget about the wifi replacement benefit. All Bonvoy members (not just certain elite tiers) are required to receive a replacement benefit at properties charging a resort or destination fee that includes wireless internet access since wifi access is free for all Bonvoy members.
Didn't know the demand had to be made before checking out. Your solution seems completely reasonable and a good CYA process.
In general, I think any kind of complaint, particularly about a property's failure to provide an advertised service or amenity or a required elite status benefit, should be made in writing either by text or email.
Marriott makes it easy with the Bonvoy mobile application's built-in chat feature. Hyatt and IHG makes it harder but some of their properties use text messaging.
Likewise, any issues with cleanliness, etc. in a room should be...
In general, I think any kind of complaint, particularly about a property's failure to provide an advertised service or amenity or a required elite status benefit, should be made in writing either by text or email.
Marriott makes it easy with the Bonvoy mobile application's built-in chat feature. Hyatt and IHG makes it harder but some of their properties use text messaging.
Likewise, any issues with cleanliness, etc. in a room should be documented with photos taken on your phone.
And I've generally invoked the demand at certain legacy Starwood properties, where the welcome gift benefit is a choice of restaurant breakfast, points, or an amenity.
Some of these properties have a club lounge (Westin San Francisco St. Francis, for example) and refused to offer a restaurant breakfast or refused to offer the third choice of a local amenity (Sheraton Frankfurt Airport, Westin DTW, Westin DFW, Westin Cleveland, Westin Honolulu Moana Surfrider).