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!
I tend to float around Titanium and mostly operate around MEA and SEA and lete tell you, I absolutely cringe when I think I have to travel to the US. I refuse to fly abUS carrier and doesn't matter if I already spent almost $20k that year with Marriott I know I'll get the middle finger when it comes to any reward recognition when checking in.
I'm grateful most of my travels take me places that are not in the US because it's a whole different experience with status.
I have been an ambassador status for 6 years, I completely agree with the writer, the Marriott and it's properties don't care!!! I think I've been upgraded ....hmm NEVER!!! Unless I've used my upgrade rewards.
I stay about 200 nights a year for the last 23 years and having the lifetime titanium status, I've truly thought about trying Hilton, as I would reach their Diamond status in no time! Not that they would care,$40,000...
I have been an ambassador status for 6 years, I completely agree with the writer, the Marriott and it's properties don't care!!! I think I've been upgraded ....hmm NEVER!!! Unless I've used my upgrade rewards.
I stay about 200 nights a year for the last 23 years and having the lifetime titanium status, I've truly thought about trying Hilton, as I would reach their Diamond status in no time! Not that they would care,$40,000 a year to be treated like crap, I'm willing to take a chance.
I hope there are some members that get treated better!
I’m on the hamster wheel…only a Platinum, but I actively book and stay at Marriotts as much as I can domestically and then use the points/status to upgrade our room in Europe. Upgrading in the states is frustrating and not typically available for my level. Questioning now if it’s all worth it but I’ve spent so much time and $$ consistently to get here and maintain…seems sad to let it go.
Your experience further validates my own experiences and observations. While I have not earned the statuses you have, the benefits I have reaped are not really worth it. In fact, I "broke up" with IHG this year after having platinum status since 2021 because, for the third time since 2022, they failed to honor a promotion they emailed me until I spent my time talking to management (in 2023 I used a confirmable suite upgrade...
Your experience further validates my own experiences and observations. While I have not earned the statuses you have, the benefits I have reaped are not really worth it. In fact, I "broke up" with IHG this year after having platinum status since 2021 because, for the third time since 2022, they failed to honor a promotion they emailed me until I spent my time talking to management (in 2023 I used a confirmable suite upgrade a couple weeks before my stay, but corporate didn't tell the property and they sold their last suite shortly before I arrived. Turns out, they cannot "restore" those upgrades after they've been "used").
I still have platinum status at Marriott and Gold at Hilton. None of the statuses have gotten me more than a negligible "upgrade", a slightly late check out, or a few more points that aren't actually worth much. Same with my airline status. A few years ago on my very FIRST flight with Delta Silver Medallion status I was actually DOWNGRADED from first class. While they refunded the difference between the fares, I had to spend my time to get it. I recently vowed to be no more loyal to a company than they are to me.
I have found that the benefits of having the staff remember me from a previous visit is far greater than having status in their network. The best was a hotel where I stayed for work in Alberta. One of the front desk staff was giving me dinner recommendations and I noticed their stomach growling. I brought them back a plate. The next time I was there I got upgraded to a suite despite not being a rewards member.
What’s wrong? Not enough people to kiss your butt. America is known for having better customer service than much of the world. Contradiction in FACTS! I guess if you aren’t satisfied with the hotel it must be an American thing. The grass always looks greener on the other side. Watch videos of Europeans visiting the U.S. and you will see repeatedly that they Love the customer service in the States.
I believe that your writings (and experience) are symbolic of the demise of customer service in America, and guest service at Marriott International.
In my opinion, the Marriott, of today, is unrecognizable, and I attribute that, to a large extent, to the retirement of J.W. Marriott, Jr, the untimely death of Arne Sorenson, and the heavy handed leverage that hotel owners now have, over Marriott International. From my vantage point, it it clear that hotel...
I believe that your writings (and experience) are symbolic of the demise of customer service in America, and guest service at Marriott International.
In my opinion, the Marriott, of today, is unrecognizable, and I attribute that, to a large extent, to the retirement of J.W. Marriott, Jr, the untimely death of Arne Sorenson, and the heavy handed leverage that hotel owners now have, over Marriott International. From my vantage point, it it clear that hotel owners, today, are in the driver’s seat, not Marriott International, and that Marriott International is interested in one thing, collecting their licensing fee and other fees from hotel owners, NOT serving guests.
Personally, I am far more concerned about the alleged end of the 4 PM check-out for Platinum and above Bonvoy members, than I am about upgrades, but, I believe both fall into a bucket of Marriott’s general disdain for their guests, and their affirmation that their customer is not their guest, but, hotel ownership.
The Marriott of today, reminds me of Verizon Wireless, alternatives are few, and, unfortunately, equally bad, and there is no aspiration on Marriott’s part to excel, or to reward their customer’s loyalty, through a Guest Loyalty Program. In my opinion, David Flueck, Senior Vice President, Global Loyalty Marriott Bonvoy, has destroyed Marriott’s brand loyalty program.
I can say this. I'm a Hilton Loyalist and tried changing to Marriott via a challenge just because I was capped out status wise at Hilton. Mind you, I was starting out at mid tier status with Marriott because of my companies supposed partnership with Marriott. The overall experience was absolute garbage at Marriott - at several of their properties. I stopped caring about the challenge, cancelled all reservations and went back to Hilton.
Not...
I can say this. I'm a Hilton Loyalist and tried changing to Marriott via a challenge just because I was capped out status wise at Hilton. Mind you, I was starting out at mid tier status with Marriott because of my companies supposed partnership with Marriott. The overall experience was absolute garbage at Marriott - at several of their properties. I stopped caring about the challenge, cancelled all reservations and went back to Hilton.
Not saying Hilton is any better when you come from out of the country but I have always had a great experience at Hilton. The few issues I have had were addresses and I felt taken care of. When I ask for an upgrade, I usually get it and when I don't, the front desk at least seemed to have cared enough to take the time to seemingly look.
I am.more put off by the fees no one uses. A resort fee? Can I have it back if I dont use the resort amenities?
I don’t see any issue with how this was handled at all. Not only did they upgrade you already, they also provided you with a gift. Seem like front desk handled it perfectly. For instance, my property has too many ambassadors and titaniums arriving EVERYDAY that expect these largest suite upgrades and there’s simply not enough suites to satisfy them all, plus, you must keep several suites open for sale in case someone wants to...
I don’t see any issue with how this was handled at all. Not only did they upgrade you already, they also provided you with a gift. Seem like front desk handled it perfectly. For instance, my property has too many ambassadors and titaniums arriving EVERYDAY that expect these largest suite upgrades and there’s simply not enough suites to satisfy them all, plus, you must keep several suites open for sale in case someone wants to actually book one on day-of which happens A LOT in USA as people in the states can actually afford it versus other countries where it’s less likely to be booked on same day. So, just to clarify, as an ambassador, you are to be upgraded to a room above the tier that you originally booked. Thus, you should’ve originally booked the room type you were upgraded to if you wanted to be upgraded further, so this one’s on you for booking the lowest tier room type and for expecting to be upgraded several tiers above that room type in USA. As a titanium myself, I would never expect to be upgraded several tiers above the room type I originally reserved.
If you really are a Marriott manager and you "don't see any issue," then that's part of the issue.
Until very recently, Marriott defined the benefit as: "Platinum Elite Members and above receive a complimentary upgrade to the best available room, subject to availability upon arrival, for the entire length of stay. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors."
...If you really are a Marriott manager and you "don't see any issue," then that's part of the issue.
Until very recently, Marriott defined the benefit as: "Platinum Elite Members and above receive a complimentary upgrade to the best available room, subject to availability upon arrival, for the entire length of stay. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors."
Note the language: "best available room," NOT "one tier up."
Only about six months ago did they change the language of that first sentence to: "Platinum Elite Members and above receive a complimentary upgrade, subject to availability upon arrival, for the entire length of stay."
People earned their status for this year (and made spending decisions during the first half of this year for next year's status) based on the "best available room" language, NOT the plain "complimentary upgrade" language.
It also stands to reason that an Ambassador Elite who spends $23K a year with Marriott should receive higher upgrade priority than a Titanium, who in turn should receive higher priority than a Platinum, even if that's not in the official guest-facing T&C.
You should also understand what your competitors offer. At Hyatt, the Globalist upgrade benefit is what the Marriott Plat+ one used to be (but with actual enforcement): best available room, including standard suites. That is, if there is a standard suite available at check-in, you are *entitled* to it. And they regularly, even proactively honor that benefit in my experience! Yes, even if the suite is "several tiers above" the one I booked. Hilton, too, promises Diamonds "If we have a better room available, it’s yours – up to a 1-bedroom suite" (though actual hotel behavior and enforcement are much less consistent with them, as they basically leave it up to the hotel). Heck, even Hyatt's mid-level status, Explorist, guarantees an upgrade to the best available room at check-in other than suites and club rooms - again, even if it's "several tiers above" the room reserved.
Since the T&C were changed mid-year, then at the very least, the old ones should continue to be honored through the end of the next status year (February 2027). After that, best practice would obviously be to continue upgrading Plat and above to the best available room including standard suites (in order of status). Next-best would be upgrading Ambassador and Titanium to suites, and Platinum to the best available non-suite (similar to Hyatt's mid-level Explorist benefit). But I don't see a world where it's reasonable not to upgrade a $23K/year Ambassador member to an available standard suite at check-in; that should be the bare minimum.
Marriott can take their bag of nuts, and shove them. In my opinion, they are offensive.
Hyatt upgrades me multiple tiers on a regular, consistent basis. And they do it across many, wildly different brands. Just saying.
I was caught up in the Sonder catastrophe, being asked to leave midway through our prepaid stay and the Marriott Bonvoy response was just ridiculous! It verged on comedic. They are trying to entice me to stay, while denying there was a problem. So, nope mgoin' elsewhere!
The US is a joke when it comes to service standard yes and to those idiots talking about entitlement read into the fact to be an ambassador you have to stay something like 100 nights away from family most time business travel ffs AND spend over $18k per year with Marriott ffs. So fy you're going to want more than a bagel and paying for a parking space. Go back to eating whatever you can...
The US is a joke when it comes to service standard yes and to those idiots talking about entitlement read into the fact to be an ambassador you have to stay something like 100 nights away from family most time business travel ffs AND spend over $18k per year with Marriott ffs. So fy you're going to want more than a bagel and paying for a parking space. Go back to eating whatever you can find out of the trashcan as a wannabe hippie and sleeping in your car or hostel or whatever you call a hotel
Marriott Upgraded me to a huge 4 room suite in Amman Jordan several years ago. And I’m just a gold.
If I was in that situation I would make this a sports challenge and challenge myself to get a proper upgrade. With me being on plat level I would not, because I get where I am in the hierarchy and know it would be pointless. But at ambassador level that 20k spend would motivate me to put on a fight.
$23,000 in spending.
The only time I was shocked was when they actually call that my name before I went up to the desk. And that was about 10 years ago. Hong Kong Thailand etc they believe in service. I remember years ago even cheap hotels would give you a bowl of food. Hong Kong they would remember to fill up my ice ball at 5:00 p.m. before I got back.
If you want to get an...
The only time I was shocked was when they actually call that my name before I went up to the desk. And that was about 10 years ago. Hong Kong Thailand etc they believe in service. I remember years ago even cheap hotels would give you a bowl of food. Hong Kong they would remember to fill up my ice ball at 5:00 p.m. before I got back.
If you want to get an upgrade or something for free check in and say it's your birthday or your wedding anniversary. Sometimes especially in Europe they'll send up some cheap champagne or some dessert dishes.. right now I am staying at a SpringHill suites and there isn't even free water bottles.
Lifetime platinum here. Marriott’s loyalty reward is literally non-existent. I have many stories but one that comes to mind. Stayed at a New Orleans French Quarter property. The “breakfast” was a tiny bagel with coffee. Obviously you can get way better breakfast options there, but the fact they went out of their way for that insult was pretty pathetic.
There are countless properties that don't even include coffee.
If they give their nicest rooms away for free then who would buy them?
The Marriott brand is one of many who nickel and dime you for everything. Yet provide minimum service or value for the price. Better staying at a B&B or a Boutique hotel at least you get decent food and a clean bed.
I answered this "then who would buy them?" question under another comment, but I'll answer here as well:
You could ask the same about first-class upgrades on airlines, etc: if people need them (or feel they're a good value at full price), they will book them (I've certainly booked my fair share of suites in advance, either at full price or with upgrade awards). Else, they'll take the chance on the upgrade, but that chance...
I answered this "then who would buy them?" question under another comment, but I'll answer here as well:
You could ask the same about first-class upgrades on airlines, etc: if people need them (or feel they're a good value at full price), they will book them (I've certainly booked my fair share of suites in advance, either at full price or with upgrade awards). Else, they'll take the chance on the upgrade, but that chance is predicated on the premise that if it's available at check-in, you'll be upgraded. It's obviously disappointing that Marriott is walking that promise back, after a lot of people based their loyalty on it.
(Also, it's not giving them away "for free"; elite members paid for those upgrades over time with their loyalty/repeat business. Plus they still paid for the base room; they're not getting a room "for free," just an upgrade.)
This reeks of seppo privilege, entitlement and audacity.
Sounds like the hotel ownership groups.
Got my lifetime status just as Marriott was sinking it's claws into Starwood. Marriott then pushed the threshold up so another year to attain Lifetime Platinum. What used to be a great achievement with great benefits became pretty useless status that Marriott could care less about. I am a domestic USA traveler with some Canada trips but I expect absolutely nothing when I stay at a Marriott property. The breakfast was a great perk, oh...
Got my lifetime status just as Marriott was sinking it's claws into Starwood. Marriott then pushed the threshold up so another year to attain Lifetime Platinum. What used to be a great achievement with great benefits became pretty useless status that Marriott could care less about. I am a domestic USA traveler with some Canada trips but I expect absolutely nothing when I stay at a Marriott property. The breakfast was a great perk, oh how I miss the SPG Days, but so many hotels now make that akin to getting a root canal without novacaine. If I could have told my younger self anything it would have to be "Get your lifetime status with Hyatt and forget Marriott."
Imagine being a front desk employee and every guest asks or demands something for free? I’ve checked into hotels many a time and watched the guest beside me with a gross entitled attitude demanding somifor free.
Want an upgrade? Then pay for it.
Imagine promising something, then saying “Just Kidding but thanks for the years of loyalty and the money…”. You know that deal we made? We don’t feel like honoring it.
You got the room you paid for. Nothing was promised that you didnt receive. As was said, if Suites were given away for free, who would buy them?
Platinum members and above *did* pay for it - with their loyalty/repeat business over the years. Even moreso for Ambassador members.
Obviously they didn't pay for that specific suite on that specific stay, but they paid to have a decent probability of getting consistent meaningful upgrades. Politely asking for what the program promised you doesn't mean you're "demanding" something with a "gross entitled attitude."
As for "if suite [upgrades] were given away for free, who...
Platinum members and above *did* pay for it - with their loyalty/repeat business over the years. Even moreso for Ambassador members.
Obviously they didn't pay for that specific suite on that specific stay, but they paid to have a decent probability of getting consistent meaningful upgrades. Politely asking for what the program promised you doesn't mean you're "demanding" something with a "gross entitled attitude."
As for "if suite [upgrades] were given away for free, who would buy them," you could ask the same about first-class upgrades on airlines, etc: if people need them (or feel they're a good value at full price), they will book them (I've certainly booked my fair share of suites in advance, either at full price or with upgrade awards). Else, they'll take the chance on the upgrade, but that chance is predicated on the premise that if it's available at check-in, you'll be upgraded. It's obviously disappointing that Marriott is walking that promise back, after a lot of people based their loyalty on it.
You are not guaranteed suite upgrades but you are guaranteed nightly upgrade awards which you can redeem for suites. Only thing you are guaranteed is an upgrade to a room type above that you originally booked which this guest in the article DID receive!
I debunked this on your comment above, but I'll do it here as well.
Until May of this year, Marriott did indeed promise suites if available: "Platinum Elite Members and above receive a complimentary upgrade to the best available room, subject to availability upon arrival, for the entire length of stay. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors."
Emphasis:...
I debunked this on your comment above, but I'll do it here as well.
Until May of this year, Marriott did indeed promise suites if available: "Platinum Elite Members and above receive a complimentary upgrade to the best available room, subject to availability upon arrival, for the entire length of stay. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors."
Emphasis: "best available room" and "includes suites."
People earned their status for this year, and made hotel spending decisions in the first half of this year for next year's status (through Feb 2027), based on *that* language. None of this "one tier above" nonsense.
Not to mention it's just ridiculously stingy, even compared to what your competition offers. Hyatt even guarantees their mid-level Explorist members upgrades to the *best available room* at check-in, excluding suites and club rooms - and of course, Globalists get the best available room *including* standard suites. This is an actual enforced benefit that's consistently, proactively offered. Even Hilton tells Diamonds, "If we have a better room available, it’s yours – up to a 1-bedroom suite." That's just industry standard at this point.
(And I should've stated this explicitly here as well, but even the current language states: "Platinum Elite Members and above receive a complimentary upgrade, subject to availability upon arrival, for the entire length of stay. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors." They took out the "best available room" part, but everything else stayed the same. "Complimentary upgrade include...
(And I should've stated this explicitly here as well, but even the current language states: "Platinum Elite Members and above receive a complimentary upgrade, subject to availability upon arrival, for the entire length of stay. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors." They took out the "best available room" part, but everything else stayed the same. "Complimentary upgrade include suites" still applies, and there's nothing limiting it to one tier even now.)
David - complimentary upgrades are a benefit of certain membership levels that people earn(i.e. pay for). If you don't receive what you pay for or what was advertised then you might be unhappy. If you don't get that distinction, then I don't know what to say.
Now, I’m finding hotels are charging for non-secure, asphalt lot parking outside the hotel. Another reason to stay at hotels that don’t have a parking charge. A nickel and dime charge which is totally disgusting.
I haven't stayed at a Marriott property in years. Their elite recognition is a joke. Their point earning is laughable. Even their transfer ratio with partners is absurd, given how little their points are worth. I cancelled all my Marriott cards years ago and haven't looked back.
Ask for the manager. That's also goodtraining for the new clerk.
marriott seem to have the worst status recognition. when i used them for a brief while, the upgrades were basically irrelevant and the number of times status was recognised was probably single digits
The destination fee is frustrating, just experienced at full service Marriotts in Toronto and Vancouver.
Also, $25 parking fee at limited service Marriotts, in the middle of no-where, is perplexing.
As former CEO and loyal Bonvoy customer, who spends 75 nights/year in Marriotts, I understand the need to generate cash flow. I am also aware that many Marriotts are privately owned (owners don't really care about brand loyalty), but the incremental add ons will come...
The destination fee is frustrating, just experienced at full service Marriotts in Toronto and Vancouver.
Also, $25 parking fee at limited service Marriotts, in the middle of no-where, is perplexing.
As former CEO and loyal Bonvoy customer, who spends 75 nights/year in Marriotts, I understand the need to generate cash flow. I am also aware that many Marriotts are privately owned (owners don't really care about brand loyalty), but the incremental add ons will come back to haunt the brand.
Charge me more for the room and stop the gamesmanship.
Ben, why won’t you share the hotel name?
Is it because you are rattled from that JetBlue FA commenting against you!
Don’t be afraid to be honest - you are very polite and reasonable!
I have traveled a lot both internationally and domestically, and sure I have had not so great service, but I won't say that the US is better or worse. In general, I find if you approach with a friendly hello and smile you are often met with this in return. Sure, American service isn't about tossing your salad and I know some people think it should be that way. But if your approach is America...
I have traveled a lot both internationally and domestically, and sure I have had not so great service, but I won't say that the US is better or worse. In general, I find if you approach with a friendly hello and smile you are often met with this in return. Sure, American service isn't about tossing your salad and I know some people think it should be that way. But if your approach is America has terrible hospitality and thats how you approach the front desk, Im guessing the check in person is already thinking this guy's an ass. And for the person who states it must be a jungle, I will note, US airlines tend to have the most flexibility on non refundable tickets, at least the legacy carriers, where Asian and European carriers are very strict, either no change or if possible same route. Every where has good and bad. But in general, everyone likes to be engaged with as a human being.
I will never stay with Marriott again, shoddy rooms, poor service, over priced. And I have only ever stayed at two, both either in a major city or major airport. Very poor.
Hyatt is more consistent with upgrades. There are some Hyatt hotels to watch out for. Once you avoid those, the World of Hyatt program is great
American airlines, American hotels, pretty much American everything - end of empire ... end of arrogant exceptionalism ... end of USD hegemony.
what empire?
Philippines and Cuba are gone, but there is still Guam, Mariana Islands and various others in the Pacific, US Virgin Islands, Hawaii and Puerto Rico.
Ben, I couldn't agree more with your anguish dealing with such an issue. It is definitely rampant in the USA, but I was really upset when it happened to me in Bangkok with the St. Regis hotel.
The so-called "guest experience manager" who, for that matter, is NOT a Thai national, tried her best to lecture that upgrades are based upon the inventory, etc, but she was happy to sell a suite for me...
Ben, I couldn't agree more with your anguish dealing with such an issue. It is definitely rampant in the USA, but I was really upset when it happened to me in Bangkok with the St. Regis hotel.
The so-called "guest experience manager" who, for that matter, is NOT a Thai national, tried her best to lecture that upgrades are based upon the inventory, etc, but she was happy to sell a suite for me at a discounted rate.
Loyalty meant nothing to this Western staff, and I just hope they do not infect the hospitality of hotels of the Far East, which have been excellent in this matter.
Selling upgrades in Thailand is a national sport. Marriott Marquise and Hilton Millennial both upgraded me to the same type room a higher floors above, while pushing a paid upgrade to a suite. Hilton, in fact, offered an upgrade to a gorgeous river-view suite for less than $30 a day, so I happily obliged. But yeah, I don't remember ever getting a complimentary upgrade in Thailand.
Stayed at the SGS, Westin, and aloft in BKK, and the Sheraton Samui this past July - landed suite upgrades at all of them but the Westin, which was just an upgrade to the room type above the one I booked (though I was only at that property for one night; as at the SGS for a week, the aloft for 4 nights, and the Sheraton Samui for a week). With the breakfast benefit and...
Stayed at the SGS, Westin, and aloft in BKK, and the Sheraton Samui this past July - landed suite upgrades at all of them but the Westin, which was just an upgrade to the room type above the one I booked (though I was only at that property for one night; as at the SGS for a week, the aloft for 4 nights, and the Sheraton Samui for a week). With the breakfast benefit and the butler service at the SGS and Westin, I am fine maintaining my Platinum status to get all of this, which was pretty close to what I got the March and June prior. The Marquis and St. Regis are not hotels I have tried.
Aside from Suite upgrades, we've just been thru Europe, many hotels were showing full. Once in awhile they opened up, we booked.
When staying in these hotels, we did not find them full. Absolutely not even very busy. We are High lever tiers in several brands, having had enough years of experience on the road to know when a hotel is full or not.
Breakfast restaurant no lines, many tables open, the exec lounge...
Aside from Suite upgrades, we've just been thru Europe, many hotels were showing full. Once in awhile they opened up, we booked.
When staying in these hotels, we did not find them full. Absolutely not even very busy. We are High lever tiers in several brands, having had enough years of experience on the road to know when a hotel is full or not.
Breakfast restaurant no lines, many tables open, the exec lounge and even the bar in the evening. Total quiet walking thru the hallways, no wait at the elevators, etc.
Maybe this is a new phenomena, hotels are allowed to show full to achieve higher prices.
Loved this post so much, Ben! It thankfully reminded me of why I recently cashed out all my Marriott points when Aeroplan was offering that modest bonus so that I can use them on business class flights on quality airlines rather than deal with low-quality Marriotts such as what you experienced.
I am also a frustrated Ambassador Elite Member. Have 120 nights and have almost doubled the spend requirement. Have been denied Nightly Suite Upgrades at 6 properties in a row this year. My upgrade certificates are now expiring and I’m escalating with Marriott (doubt it will do anything). Just had no meaningful upgrades at two properties in a row, when there were tons of nice suites available. Seems like being an Ambassador is pretty worthless....
I am also a frustrated Ambassador Elite Member. Have 120 nights and have almost doubled the spend requirement. Have been denied Nightly Suite Upgrades at 6 properties in a row this year. My upgrade certificates are now expiring and I’m escalating with Marriott (doubt it will do anything). Just had no meaningful upgrades at two properties in a row, when there were tons of nice suites available. Seems like being an Ambassador is pretty worthless. Might be time to pivot to Hilton, can’t be worse.
It is worse. Been diamond for more then a year with 78 nights stayed this year alone, success rate to suite is like 15-20% and all were in Asia, where is more like more then half the times. In Europe maybe 25% and US is ZERO. There is also the fact that there is no set check out time so there are many aspect of diamond that are just subpar compared to Bonvoy even beyond the upgrades
I agree with everything that was said. But I also agree that when I travel internationally, which is the most of the time, The benefits are much greater. Therefore it’s not worth it for me to dump the membership, especially because I don’t think Hilton or Hyatt treats you any better. You can find a boutique hotel company that treats you right but they will not have properties everywhere you go.
Marriott has no incentive to treat elites better as long elites are willing to accept abuse from Marriott. If Marriott won't provide the benefits you earned through years of loyalty, stay elsewhere.
Ben, other than seeing every room type on the app, how do you determine how many rooms are available in inventory on any given day? Thanks
I don't think you can see exact quantities - but you can tell if there's at least 3 of a given room type available by changing the number of rooms in your search to 3, as only room types with at least 3 available will show up.
Been Ambassador Elite status for 3 yrs now. But after my experiences - similar to this article - I'm not even trying any more. There are no upgrades. That's a great theory but it's not even close to a reality. I hit lifetime platinum elite and that's enough for Marriott. Hotel loyalty programs are ridiculous
Yup. Platinum (even if just via the Brilliant card) is best for free breakfasts, where included. Otherwise, the rest is a farce.
After many hotel check in experiences of similar vein or worse, I have concluded that many hotel employees must be dyslexic and think they are part of the “hostility” vs ‘hospitality” industry
On my RTW trip last year I stayed at the Anara Hotel inside of CGK. Around $ 90, everything perfect, with a breakfast buffet consisting of 4 60' long counters laden with everything, fruit, jam filled donuts, chocolate filled croissants, tons of mysterious local dishes, one carving station, one omelet station, and the Americano made to order, served at my table. Wow! A month later I stayed in some PHX hotel, for $ 150, no...
On my RTW trip last year I stayed at the Anara Hotel inside of CGK. Around $ 90, everything perfect, with a breakfast buffet consisting of 4 60' long counters laden with everything, fruit, jam filled donuts, chocolate filled croissants, tons of mysterious local dishes, one carving station, one omelet station, and the Americano made to order, served at my table. Wow! A month later I stayed in some PHX hotel, for $ 150, no airport shuttle on the hottest day there ever, and it was a disgusting run down dump with a dirty pool somewhere around the corner, no pool towels, and the breakfast was just depressing. Tiny crowded room, greasy scrambled eggs, white bread and grape jelly, and lukewarm coffee out of one of those pump thermos cans, accompanied by artificial coffee whitener. Oh what a difference.
Many of us posters here are so knowledgable on our elite perks. Ben - while you may have had a less than stellar checkin interaction with a lousy outcome, hotel chains do need to train new staff. I mean, until we get robots to perform these tasks I imagine checkin is better with a staffed desk where newbies are being trained, than an understaffed one where you have to wait longer. No? Sorry no free...
Many of us posters here are so knowledgable on our elite perks. Ben - while you may have had a less than stellar checkin interaction with a lousy outcome, hotel chains do need to train new staff. I mean, until we get robots to perform these tasks I imagine checkin is better with a staffed desk where newbies are being trained, than an understaffed one where you have to wait longer. No? Sorry no free suite have these nuts. You got something. Before the nut allergy crowd comes out to attack me, is it really that important?
Less than stellar? Do you work for Marriott?
Any Marriott I've been to in the US has been worse than act Sheraton in Asia, South America and even most in Europe.
But you seem to be invested so you keep defending them if that makes you happy.
That was my experience with Marriott before I dumped them, 3 years now. Hilton is just as bad in the us but much much better for me over seas so I still use them. But I have also reduced my stays with hilton as well after all the deval. I just go with Amex now since points with them is so much more useful and the hotel benefits are similar. I mind as well help...
That was my experience with Marriott before I dumped them, 3 years now. Hilton is just as bad in the us but much much better for me over seas so I still use them. But I have also reduced my stays with hilton as well after all the deval. I just go with Amex now since points with them is so much more useful and the hotel benefits are similar. I mind as well help smaller hotels since the giants are so awful. The whole upgrade now is no longer suites but next category upgrade. The US chains have all embraced this they just haven't said it in writing.
I was Marriott ambassador years ago when they originally had it. I don't recall ever noticing any benefit. Now I'm lifetime titanium and stick to Hyatt properties whenever possible.
I would tell the front desk agent to stick the nuts up his ass - one at a time. He could teach the trainee how to handle entitled guests (those that have status and expect something other than a room).
The trainee might enjoy a nut in his butt!
I wish you not have posted the picture of " NUTS". There are people here that would have their imaginations run wild!
I feel a bit trapped by Marriott, lifetime Titanium, but rarely see an upgrade. I get the usual, “Thank you for your loyalty” line and an offer of 1000 Bonvoy points. My loyalty is soleybbased on mistakes I made years ago. I have millions of Bonvoy points and we do use them frequently on international trips, and domestically when prices are high, but if I had it to all over again, I would have focused...
I feel a bit trapped by Marriott, lifetime Titanium, but rarely see an upgrade. I get the usual, “Thank you for your loyalty” line and an offer of 1000 Bonvoy points. My loyalty is soleybbased on mistakes I made years ago. I have millions of Bonvoy points and we do use them frequently on international trips, and domestically when prices are high, but if I had it to all over again, I would have focused on Hyatt. We do frequent Hyatt a lot and have some status and even as a lowly Explorist, I never feel Bonvoyed like I do at Marriott. We often depart Marriott’s and snicker, ‘ole Bill (Marriott) got over on us again. Maybe I’ll turn in all my Marriott points for United miles. That says something about my concern for good use of Bonvoy points.
I hope you left the bag of nuts sitting on the counter. I'm (only) Lifetime Platinum, but fortunately have no annual spend or night count to chase to maintain my status. Due to that and the lack of upgrades , terrible breakfast offerings, uneven offering of elite status benefits, etc. I no longer maximize my Marriott nights. Hyatt and even Hilton are typically better options cost and amenity wise.
The other Marriott quirk is the...
I hope you left the bag of nuts sitting on the counter. I'm (only) Lifetime Platinum, but fortunately have no annual spend or night count to chase to maintain my status. Due to that and the lack of upgrades , terrible breakfast offerings, uneven offering of elite status benefits, etc. I no longer maximize my Marriott nights. Hyatt and even Hilton are typically better options cost and amenity wise.
The other Marriott quirk is the total waste of time that online in app checkin in. I rarely get a room assigned when checking on via the mobile app, before I show up at the front desk. Also my OD and credit card, both of which have been on file for years, are always checked. The Hilton online checkin / mobile app / digital key offering is far better, I rarely need to stop at th front desk and NEVER get asked for ID and credit card. Staying at Marriott properties is les compelling every year....
Lifetime Platinum here. I was Ambassador for a few years and never noticed much of a difference between Ambassador, Platinum, and Titanium. Ambassador and Titanium get you (or used to at least) extra perks at a small number of hotels (e.g., London's St Pancras Renaissance's private members club, which is very nice and Platinums don't have access to) but beyond that, unclear. I do appreciate Marriott's global footprint though.
Unfortunately, I have to agree with...
Lifetime Platinum here. I was Ambassador for a few years and never noticed much of a difference between Ambassador, Platinum, and Titanium. Ambassador and Titanium get you (or used to at least) extra perks at a small number of hotels (e.g., London's St Pancras Renaissance's private members club, which is very nice and Platinums don't have access to) but beyond that, unclear. I do appreciate Marriott's global footprint though.
Unfortunately, I have to agree with many commenters that hospitality in the U.S. has been non-existent for a while now. It's all about extracting as much profit from guests as possible, however disingenuous or shady the method required. Sure there are still nice hotels - mainly boutique properties, not chains - with great rooms and amenities, but those now charge 1-2k a night, which for many of these properties is also absurd. And so many more hotels are just downright sad and in dire need of a makeover.
Our aspirational stays now happen almost exclusively in Europe and Asia where hospitality is still alive and some people - even in the hospitality industry - still take pride in their work/craft.
The St. Pancras Renaissance was converted to an Autograph Collection, resulting the lounge's closure.
Marriott is definitely worse than Wyndham Wyndham! I can’t believe ppl still patronize Marriott. They don’t even waive junk fees on award stays. But the nickel-and-dime king is American Express. It’s not even close.
Well, let's not get carried away. Marriott still promises Platinum and above a guaranteed 4 pm checkout...and won't generally call the police on you for trying to use it, unlike a certain La Quinta Inn by Wyndham did recently. ;)
Marriott Ambassador handed his nuts (or left holding his nuts?) when asking for upgrade ….
Sick to death of being treated badly by hotels in the USA which almost universally treat their customers as an unfortunate nuisance we have solved this problem entirely.
We used to travel to the USA at least twice a year from Europe. We have now stopped visiting entirely and instead head east where we are treated by friendly staff, get regularly upgraded and get treated with some respect. We have no intention of returning...
Sick to death of being treated badly by hotels in the USA which almost universally treat their customers as an unfortunate nuisance we have solved this problem entirely.
We used to travel to the USA at least twice a year from Europe. We have now stopped visiting entirely and instead head east where we are treated by friendly staff, get regularly upgraded and get treated with some respect. We have no intention of returning as we can enjoy good vacations without being insulted, nickel and dimed and being constantly hounded for tips by anyone you meet. It used to be a pleasure to visit the US but no longer.
Well you just wrote it yourself, you're a moron for spending $23k with Marriott for a useless status.
Anyone who tries to spend all their nights with one chain can in no way in hell convince me they're making good use of their money.
The moment you stop filtering hotels by brand, you'll realize there are endless options out there for you at a better price, at a better location, with better rooms or facilities...
Well you just wrote it yourself, you're a moron for spending $23k with Marriott for a useless status.
Anyone who tries to spend all their nights with one chain can in no way in hell convince me they're making good use of their money.
The moment you stop filtering hotels by brand, you'll realize there are endless options out there for you at a better price, at a better location, with better rooms or facilities and whatnot. I won't even argue with people who lock themselves inside a brand jail only to be read a cheesy fake welcome script at arrival ("thank you for staying with us, we treasure your loyalty as an elite member"), if the desk agent even bothers. Hotel statuses shout attention wh0re and moron at the same time.
I imagine most hotel chains will be automating upgrades in the same manner as airlines, thereby remove discretion from the front desk staff (and possibly front desk management). No more "is an upgrade available" requests at check-in.
Typical Marriott: "Oh, you booked a stay on our website at a hotel you thought was owned by us? Sorry, it belongs to someone else and they just went bankrupt and no, we aren't going to refund your money and no, we aren't going to put you up in an alternate hotel at our expense even though we do own half the hotels in the city and no, we don't care if you got kicked...
Typical Marriott: "Oh, you booked a stay on our website at a hotel you thought was owned by us? Sorry, it belongs to someone else and they just went bankrupt and no, we aren't going to refund your money and no, we aren't going to put you up in an alternate hotel at our expense even though we do own half the hotels in the city and no, we don't care if you got kicked out of this bankrupt hotel in the middle of your stay with less than 24 hours notice and you have to spend hours of your vacation looking for a new place and everything is booked and costs 10x what you paid and no, we don't care how stressful this is to you and yes, you can pound sand."
Bullshit. Totally inaccurate.
Jessica...look up the recent stories involving the Fairfield Inn & Suites Louisville North (closed hotel that Marriott knew was closed but continued accepting reservations for, and refused to accommodate guests at other Marriotts at the reserved rate, telling them they're on their own), as well as what Marriott did to guests with ongoing stays at Sonder properties when they abruptly terminated their agreement with them. Sadly...it's pretty accurate.
Completely accurate. Marriott hates guests.
@Jessica: You're right, there's probably no city where Marriott owns half the hotels.
Reminiscing about SPG... oh, what a wonderful time that was.
It was good while it lasted. They're (loyalty programs) all like this now. I'm Diamond Delta and it's the biggest waste of time and money. Hyatt Globalist ditto - consistently received better upgrades via AmEx or Hyatt Privé.
Cash is king, Loyalty is worthless
This is correct. If you want that big suite or that wide, flat seat, you'd better have the cash to splash.
I got off the Marriott flywheel long time ago (am a so-called Lifetime Titanium, which has zero perks). Now, I try and stay at properties based on my goals - do I wanna be closer to the airport, do I want R&R, do i just want a place to sleep for 6 hours, etc.
In general US hospitality is non-existent. It is all transactional and numbers, which is increasingly repulsive. I almost always travel for...
I got off the Marriott flywheel long time ago (am a so-called Lifetime Titanium, which has zero perks). Now, I try and stay at properties based on my goals - do I wanna be closer to the airport, do I want R&R, do i just want a place to sleep for 6 hours, etc.
In general US hospitality is non-existent. It is all transactional and numbers, which is increasingly repulsive. I almost always travel for R&R in Asia or in some EU destinations - way less headache and way more rest for your money.
P.s. I used to assert sometimes on upgrades when property was clearly empty, but grew tired of it very quickly. Its not a good experience when you have to ask... much less put your foot down for principles. I miss SPG :(
You need to be thankful that u got a bag of free nuts.
Take some honey roasted zogchow and proceed to your goychamber sir
Ben, you SERIOUSLY need to be more assertive when it comes to this!
No. He is a customer of the hotel, who are not going to be interested in assertive snobbery. If you came to my hotel acting the way I imagine you would based off this comment, I'd toss you out onto your keester!
Yeah right....LOL
Samuel, in the event that you actually are an hotelier, from what I infer after reading your post, I cannot imagine that you will be in the business much longer Sir. A real hotelier is a host and the hotel customers are his guests. No host deserves to be in business with an apparent attitude like yours. It is not “Snobbery” if a paying customer is mistreated and becomes assertive as a result.
Good...
Samuel, in the event that you actually are an hotelier, from what I infer after reading your post, I cannot imagine that you will be in the business much longer Sir. A real hotelier is a host and the hotel customers are his guests. No host deserves to be in business with an apparent attitude like yours. It is not “Snobbery” if a paying customer is mistreated and becomes assertive as a result.
Good luck in your search for a more suitable occupation which will tolerate your mindset.
I remember checking into one of the best Starwood hotels in London, sometime around 2010. I had actually made an error in the two night points reservation and booked the stay beginning the night prior to my arrival. Boneheaded moment.
The manager was not accommodating and scoffed that they'd canceled ghe whole trip, taken the points and levied a cash rack-rate fee as no-show.
A call to SPG Platinum member services got us...
I remember checking into one of the best Starwood hotels in London, sometime around 2010. I had actually made an error in the two night points reservation and booked the stay beginning the night prior to my arrival. Boneheaded moment.
The manager was not accommodating and scoffed that they'd canceled ghe whole trip, taken the points and levied a cash rack-rate fee as no-show.
A call to SPG Platinum member services got us a room, upgraded to a suite for both nights, and welcome amenity (bottle of wine).
The hotel fought tooth and nail to avoid refunding the cash penalty and SPG got us both a refund, plus the credit card interest.
It was nice having a program that protected loyal members from the variance of anti-customer service hoteliers.
I think he was an appropriate level of assertive, given that (as noted) Marriott's upgrade benefit no longer promises the *best* available room available at check-in - i.e. even if a better room/suite is available, they no longer *have* to upgrade you to it. He asked, they said no (even if they seemed to be lying/underhanded about the reason why), and he accepted it.
Further down, commenter Beachfan suggested that he could have said something...
I think he was an appropriate level of assertive, given that (as noted) Marriott's upgrade benefit no longer promises the *best* available room available at check-in - i.e. even if a better room/suite is available, they no longer *have* to upgrade you to it. He asked, they said no (even if they seemed to be lying/underhanded about the reason why), and he accepted it.
Further down, commenter Beachfan suggested that he could have said something like, “Would you please check again as I saw several available on line”, to be assertive-but-not-argumentative, and I'd tend to agree with that - but I wouldn't say he *needs* to; he just could if he felt like pressing the issue but still ultimately accepting it if they said no. (...But in reference to Samuel's comment, I hardly think that would count as "assertive snobbery" deserving of being "toss[ed] out onto your keester"!)
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?
Expat... ROFL... You mean emigrant.
Nah, 'expat' is 'I'm an American abroad', 'emigrant' is more 'I've moved abroad and moved on (and possibly renounced citizenship as well)'.
It is fascinating that you think you are an expat, an oxymoron if there was ever one, while at the same time you and people like you think that others are emigrants. Dude, you are exactly the same - you are an emigrant. There is no such thing as an expat. Simply a racist, a pseudo superiority attempt of entitlement BS.
There used to be a saying "The Customer is the King".
The statement is still true. It's just that staying guests aren't the customers in an "asset lite" operating model - the hotel operators are customers of the Marriott brand. (Which is why they may get super elite status for being an owner.)
We're now the product.
@Andrew, that may be true in terms of the relationship between the hotel and the brand (Marriott)... But the guest is still the customer of the individual hotel. Even if you're no longer Marriott's (direct) customer, you're still the (e.g.) Marriott Louisville Downtown's customer (or insert any specific hotel you're staying at). It would make sense, in a sane world, for them to still treat you as such...
So the 'no kings' movement is right in one way they didn't plan?
Emigrating out of this shithole that I served for and used to love sounds like a pretty good idea lately. Have you looked around lately and seen what our american brothers and sisters' society has devolved into. Its embarrassing and sad.
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.
I mean, he got the exact same treatment I’ve gotten as silver elite so I feel like he has a right to be disappointed.
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 hope Samuel's post is just ragebait...but if so, I fell for it, lol.
For one thing, most (almost all?) Comfort Inns have those old crappy PTAC air units, the plastic ones on the wall that are super loud and let in all kinds of noise (and air, smells, etc) from the outside. That's the #1 reason I try not to stay at that category of hotel in general; give me nice quiet central-style air...
I hope Samuel's post is just ragebait...but if so, I fell for it, lol.
For one thing, most (almost all?) Comfort Inns have those old crappy PTAC air units, the plastic ones on the wall that are super loud and let in all kinds of noise (and air, smells, etc) from the outside. That's the #1 reason I try not to stay at that category of hotel in general; give me nice quiet central-style air any day.
I also enjoy a hotel with a good pool and hot tub, but I don't fully trust a Comfort Inn to keep theirs clean and safe, with the right level of chemicals, etc.
I value a real restaurant/bar on-site that serves a proper, decent breakfast, with real eggs, quality bacon, fresh fruit, etc, that's also open for dinner. (Even at Choice's better brands with real restaurants like Ascend and Cambria Hotels, they don't provide free breakfast even for their highest-tier elite members.)
(And let's not pretend the bed, bathroom, and other fixtures and amenities at a Comfort Inn are the same quality, comfort, and cleanliness as those at a Hilton, Hyatt, or Marriott.)
In my experience, the price comparison is way off, too. Comparing hotels in the same market, I find a Comfort Inn-class hotel might be like $100-$120, while I can find a Hilton/Hyatt/Marriott-class hotel for maybe $110-$130. (Sometimes, the Hilton/Hyatt/Marriott-class is cheaper than the Comfort Inn-class! Maybe partly because the rate doesn't include breakfast [or F&B credit] for non-elites, but still. Also, if the Hilton charges for parking, the Comfort Inn next door probably does, too - and if it's free at the Comfort Inn, it's probably free at the Hilton next door. And what kind of Hilton are you staying at that charges extra to use the pool? I ran into that *one time* at the Hilton Chicago - but it was free for Silver Elite members or higher, i.e. basically everyone. Otherwise it was $8/person, but they had rates that included access as well. Never ran into that again at any other property. This was roughly a decade ago, so they might not even charge anymore for all I know.) If *every* 4-star-class hotel in an area is $290+ a night (very rare for most markets), then the Comfort Inn next door is generally still gonna be ~$250+ (also very rare, obviously; usually means a special event like a graduation or football game in a college town or something).
So for around a ~30% price difference (if that), of course it's worth it to stay at the nicer places as opposed to the crappier ones. Hyatt is my personal choice when their footprint works for me (not sure how Choice award-redemption value is, but you can often still get amazing value with lower-category US Hyatt award redemptions), with Marriott as my backup. Hilton and IHG are my backup-backups. But for all of the above reasons and more, Choice isn't even really on my radar.
Come to think of it, why is the comparison with Hilton, when this post is about Marriott? Wouldn't Fairfield Inn (Marriott) or Hampton Inn (Hilton), or even Holiday Inn Express (IHG), be just as good of an alternative as Comfort Inn, if not better? Their rates are usually comparable to a Comfort Inn of similar quality and location, but at least they have good(ish) loyalty programs backing them up, with genuinely nice 4-star-class properties to stay at occasionally and get decent elite benefits at.
No ragebait here, buster. Only irrefutable logic. Truth hurts. Check my numbers in the 2024 United States Department of Commerce Study on Hospitality Sector Socioeconomic Impact.
"Irrefutable logic"... You're comparing apples to oranges. There's more Hiltons in desirable locations where people need to stay, and there's more Comfort Inns on the roadside in the middle of nowhere.
I don't know if a formal study has been done comparing hotels of different brands *in the same/similar markets,* but that would be a relevant, apples-to-apples comparison. A Comfort Inn and a Hilton that are both 1 mile from a given major airport, for...
"Irrefutable logic"... You're comparing apples to oranges. There's more Hiltons in desirable locations where people need to stay, and there's more Comfort Inns on the roadside in the middle of nowhere.
I don't know if a formal study has been done comparing hotels of different brands *in the same/similar markets,* but that would be a relevant, apples-to-apples comparison. A Comfort Inn and a Hilton that are both 1 mile from a given major airport, for example, or that are both located within 0.2 miles of a given city center. (A traveler doesn't generally have a choice between staying at a $101 Comfort Inn vs a $291 Hilton on the same night in the same location. And if they do, there's probably another alternative that's similar to the Hilton but much cheaper.) Even then, my observations about the quality/amenity differences still hold. (If there really *are* both a $101 Comfort Inn and a $291 Hilton on the same night in the same place, well...there's a reason for that. Not that I think $291 is reasonable; I'll just try to find somewhere else to stay.)
But again, Ben's post was about Marriott, not Hilton, so I ask: why focus on Hilton? What were Marriott's numbers? And if that's your argument, why wouldn't Fairfield Inn (by Marriott) and their other limited-service brands (SpringHill, TownePlace) work just as well as, if not better than, Comfort Inn, while still allowing you to occasionally enjoy a reasonably-priced full-service property where you receive (at least some) elite benefits?
I'd also be interested to know your source - if you have a specific link, that'd be great. I googled "2024 United States Department of Commerce Study on Hospitality Sector Socioeconomic Impact" and there's no single document with that title. I searched for "Hilton average 291.95" and didn't get anything solid either; what did come up was something saying, "According to Statista, the average daily hotel room rate in Times Square was approximately 291.95 U.S....
I'd also be interested to know your source - if you have a specific link, that'd be great. I googled "2024 United States Department of Commerce Study on Hospitality Sector Socioeconomic Impact" and there's no single document with that title. I searched for "Hilton average 291.95" and didn't get anything solid either; what did come up was something saying, "According to Statista, the average daily hotel room rate in Times Square was approximately 291.95 U.S. dollars in 2019," which seems like a different (but coincidental) figure.
But even if the $291.95 figure is completely true, it's neither here nor there. (The "use of pool: $17.01" figure is interesting, as like I said, the vast majority of Hiltons I've encountered do not charge guests to use their pool - so perhaps this means "out of the very few Hiltons that DO charge to use their pool, that's the average amount they charge." But then every other Hilton should have a "$0" entered for that variable, bringing the real mean down near zero, and the median certainly to zero...and similar logic for the parking charges at Hiltons with free parking...but I digress.) The fact remains, an apples-to-apples comparison is what would be needed: same market, side-by-side, all else being equal. Comfort Inn versus lowest-priced Hilton/Marriott-or-similar 3.5-to-4-star option. I'm quite sure the prices will *usually* be comparable (within that ~30% or so) and (IMO) certainly worth consistently choosing the 3.5-to-4-star option.
Forgot to even mention probably the #1 reason Hyatt and Marriott are my top two programs and I'd never consider Choice as a primary option: guaranteed 4 pm checkout as an elite benefit. Try asking for that at a Comfort Inn or similar property and watch them laugh you out of the lobby. (Or call the police on you for trying to stay in your room until your generously-approved 1 PM checkout, if it's a...
Forgot to even mention probably the #1 reason Hyatt and Marriott are my top two programs and I'd never consider Choice as a primary option: guaranteed 4 pm checkout as an elite benefit. Try asking for that at a Comfort Inn or similar property and watch them laugh you out of the lobby. (Or call the police on you for trying to stay in your room until your generously-approved 1 PM checkout, if it's a La Quinta Inn in Miami!)
Indeed, if you know you'll need the room until 4 pm at chains *without* guaranteed 4 pm checkout, you'd have to book two nights there (even if you have zero intention of using the second 'night' beyond your ~4 pm departure). Not only does that double the cost; you can also run into issues with availability, as well as points and elite nights not posting if doing this causes seemingly-overlapping stays. (You're staying Monday night at hotel A and Tuesday night at hotel B, but you had to book Monday+Tuesday nights at hotel A and Tuesday+Wednesday nights at hotel B to ensure you could stay until 4 pm both days; thus, it looks like you're staying at two different hotels Tuesday night, which the program doesn't allow/account for, so it might not award your nights/points for one or both stays.)
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?
Seems you are a hotel owner. It is very easy to classify any room with a non-dumpster view as an 'upgrade'.
Just because you can doesn't mean you always should.
No Sammy, I’m not a hotel owner. Or even in the industry. I’m just querying the process.
Reasonable to be disappointed when a hotel follows the letter, but clearly not the spirit, of the program, doing the bare minimum they can get away with while still saying "we provided the benefit as required."
Actually, there's a more important point that I failed to make here.
Until May of this year, the upgrade benefit was spelled out as: "Platinum Elite Members and above receive a complimentary upgrade to the best available room, subject to availability upon arrival, for the entire length of stay. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors."
Note "best available...
Actually, there's a more important point that I failed to make here.
Until May of this year, the upgrade benefit was spelled out as: "Platinum Elite Members and above receive a complimentary upgrade to the best available room, subject to availability upon arrival, for the entire length of stay. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors."
Note "best available room" and "includes suites."
In May of this year, they quietly changed it to: "Platinum Elite Members and above receive a complimentary upgrade, subject to availability upon arrival, for the entire length of stay. Complimentary upgrade includes suites, rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities or rooms on Executive Floors."
No more "best available room" promise.
People based their spending decisions last year and the first half of this year (for this year's and next year's status, through Feb 2027) on the *old* terms ("best available room...includes suites"), not the new ones.
So that's the real answer. They moved the football. Bait and switch. Promised something, then took it back once they got people's money and business. Plus it's just a bad, stingy business practice, even compared to what the competition promises. (Hyatt Explorist: best available non-suite; Hyatt Globalist: best available room including standard suites; Hilton Diamond: "If we have a better room available, it’s yours – up to a 1-bedroom suite.")
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”
I've been reading Ben's blog for years waiting for a deez nuts opportunity. Well played!
Would have been hilarious if Ben had said "So these are Marriott's nuts?" and then punched the bag and smashed them on the counter.
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.