What One Marriott Hotel Owner Says About Bonvoy & Elite Breakfast

Filed Under: Hotels, Marriott

One of the interesting things about the introduction of Marriott Bonvoy is that Marriott made promises to two different groups that largely seem to contradict one another:

  • Marriott promised lower costs associated with their loyalty program to hotel owners
  • Marriott promised richer benefits for loyalty program members

I mean, who doesn’t want more for less? Well, not surprisingly some of the “cracks” of this plan have been exposed over time.

Marriott’s controversial breakfast benefit

One aspect of the Marriott Bonvoy program that has left many members disappointed and confused is the breakfast benefit for Platinum, Titanium, and Ambassador members:

  • Unlike Hilton and Hyatt, Marriott doesn’t offer elite members complimentary breakfast at all brands; there are exclusions, including EDITION and Ritz-Carlton
  • Marriott only promises “continental breakfast” even for those brands that do offer a breakfast benefit, and the quality of that varies significantly

Some of the Marriott Platinum breakfasts look like something you’d be served at Fyre Festival, while others are quite good.

A hotel owner’s perspective on Marriott Bonvoy

Diamondrock Hospitality is a company that owns quite a few hotels, including several properties managed by Marriott (here’s a map of their portfolio). For example, they own the Westin San Diego, Westin Fort Lauderdale, Chicago Marriott Downtown, and more.

During a recent earnings call, a Goldman Sachs analyst asked Diamondrock’s CEO the following:

I know you talked about the impact from Starwood and Marriott, the integration there. I don’t think I caught anything on the Bonvoy launch specifically, are you anticipating any revenue impact rather surprising changes as that is being rolled out in market now?

Here’s how the CEO of Diamondrock responded:

Well, so they’re rolling out a lot of them and they’re — you would you hope that your brand partners are being proactive in thinking about the future and — but they’re moving fast on, boy, probably a dozen different fronts. So on the Bonvoy and rewards program, they’ve made some changes and like you would expect when they were on new programs, for some of their hotels, it’s been really good and some we need to make adjustments with the new program.

So, I would say, our rewards cost in Bonvoy are down across our system, which has been good. Some of the contributions in some hotels are up and frankly some are down. And so, we’re working with them and they are agreeable to make adjustments where it’s fair to make adjustments. I’d say the one that we’re — we have been a little bit focused on is they — what — on your Bonvoy, they’ve given the leads who are their premium folks, free breakfast at resorts and they compensate us I think $7 a breakfast. But that’s one that in some markets make sense and in some markets probably is it’s too expensive. So that would be one that under the Bonvoy program we’re working with them on solutions to be equitable.

So if you’re wondering who picks up the tab for breakfast, it seems like the loyalty program does, but the reimbursement rates are really low, so the hotels are largely subsidizing the breakfast.

The bigger issue

This all sort of gets at the bigger issue that I think Marriott has. Marriott seems to have a hard time aligning individual hotels and owners with the greater mission of Marriott Bonvoy.

Offering an elite member breakfast shouldn’t just be about the direct reimbursement, but it should be about the bigger picture — that guest is more likely to stay at that hotel in the future, and is more likely to spend more money on stays.

But often that’s not how individual hotel owners view things. In a way I guess I can’t blame them, given just how big Marriott has gotten.

What do you make of the Marriott Bonvoy comments from Diamondrock Hospitality’s CEO?

(Tip of the hat to Dennis)

Comments

  1. And maybe he should realize that a reason someone stays loyal to a brand is to earn status and thus perks like free breakfast. Without it, he or she may just opt for a different hotel and not worry about the free breakfast.

  2. I stopped giving my business to Marriott once they devalued the SPG card non-bonused spend. Only giving breakfast’s to platinum is another reason I will not give my business to Marriott.

  3. Not complicated – hotel owners are deceitful scum. They signed up for a loyalty program, and are reneging in their obligations.

    Cancel the credit card transaction as you leave if you haven’t received what you paid for. Make them work for a partial settlement.

  4. These companies have shareholders, and it is their job to maximize cash flow. The merger created a lot of new Platinum members. Giving all those members $30 breakfasts in a restaurant (especially considering the labor needed to serve these customers) when Marriott reimburses then $7 is uneconomical, especially when a lot of those customers are already there redeeming points. It’s less of an issue if the hotel can charge $500 a night for a room consistently, but a lot of these hotels aren’t in markets where they can do that. Margins are tight.

  5. The variance of free breakfast between locations is less annoying than the current requirement of some people to start every sentence with the word “so”.

  6. So this begs the question: who is paying the USD10 benefit Plats get against the price of breakfast at some brands? If Marriott is subsiding to the tune of $7 for ‘free’ breakfast, it’s reasonably likely that they’re picking up the tab for the $10 discount ( and that would be a pretty good deal for the hotels for some of the breakfasts I’ve had under that arrangement).

  7. Agreed with @Anon. It’s about profit folks, nothing personal. I stayed at the St. Regis Bangkok last night and the breakfast spread they have laid out could easily cost $50, even in Bangkok. So giving that to Gold and below would be tough, especially on points stays. The check in woman was nice enough to give me half off of breakfast as a Gold member.

  8. Many a Marriott customer will just put up with staying fiercely loyal while receiving no upgrade and next to no breakfast and the hotels simply say sorry there is just to many of you
    It’s the classic elite status illusion
    The Giant Ponzi scheme lets members believe their special with an Ambassador
    Enjoy your croissant and coffee and have a nice day!
    Thanks for your loyalty!
    If elites were to cut out staying In all of their properties they would fix the problem in the morning
    Eggs and fruit cost a few dollars at best.The cost of running a hotel or the fixed costs will always be there.As a top tier elite in a number of programs I choose based on recognition and breakfast quality this cuts Marriott down to almost never
    Hyatt first Hilton second and Marriott absolute last tied with IHG
    That’s tens of thousands lost every year lost by Marriott by just one customer because the hotels many simply can’t deliver benefits to even reasonable expectations
    Yet still many will just follow like sheep and still come
    They depend on that

  9. Depends on the overall compensation the hotel is getting from that person staying. Corporate travelers generally don’t care about the free breakfast as their breakfast is covered anyway, whereas small businesses may care more. So for significant # of folks, it’s only when travelers are staying on points (e.g., vaca) that they’ll take it. Assuming that more free breakfasts are for points stays/guests, depends on overall comp that the hotel is taking. And that’s why vaca attractive hotels are higher categories so they get compensated more and a $7 compensation for breakfast likely doesn’t make much difference to the overall compensation they’re getting. Would they like $10? Sure, as that $3 goes straight to the bottom line

  10. Correction: Marriott requires a “continental breakfast” in brands with lounges. At brands without lounges as a standard or at resorts, Marriott requires a choice of “breakfast” (not a “continental breakfast,” but “breakfast”) in the hotel restaurant. Unfortunately, Marriott doesn’t even say if this is supposed to include tip and tax.
    Some properties have been known to charge elites for tax or even charge for coffee or juice.

  11. The inconsistency with the breakfast benefit is infuriating. I never know what I am going to get. To stay at a JW Marriott and be treated to an exquisite over-the-top breakfast and then move to a Ritz down the street where you get absolutely nothing, doesn’t make a lot of sense to me.

  12. I am a lifetime gold and recently lost Platinum elite status. I gave up on Marriott after I saw the writing on the wall and now give my business to Hilton. It’s a refreshing change. The SPG merger and Bonvey have been a disaster. It’s ironic the current Marriott HQ in Bethesda MD is being converted to retirement properties. Maybe time to retire Bonvoy there?

  13. Well lets see –

    The Bonvoy program induces a business traveler to buy a $300 room rate midweek at an urban Marriott. That business traveler might make time for a sit down $20 breakfast, but more likely will have a bagel at Starbucks (I’ll enjoy a quick lounge meal, but on business, I will never tolerate a drawn out breakfast unless I can conduct business over it). Instead, if that traveler is platinum he or she might make time for a $20 breakfast – one which costs the hotel maybe $10 to prepare and the hotel gets $7.

    Whatever loss exists seems small in proportion to the value of the traffic the program drives to that Marriott.

    Whatever loss is involved seems to be

  14. curious question:
    When I book 2 rooms, I usually get benefit for both, 4-5 people for free breakfast. In this case, when pick up the tab? Do Marriott compensate the hotel for more then 2 guest base on 1 platinum membership? or the hotel does?

  15. Marriott and their credit card rewards partner,Chase, have to be raking it in with the APR on that program. Woe to those who leave a balance at the end of their billing cycle. The interest generated by these lines of credit should pay for something better.

  16. I am always surprised at how different hotels look at the breakfast, especially when staying on points. Some managers are smart and treat a customer extra-special when staying on points, because they get this customer had to have made a lot of stays to earn those points and here is an easy opportunity to bring some of that business to you by showing how great it is to stay there. Others will treat you like the most expensive overhead and do what they can to see you never want to come back. It’s just sad some are micro and some are macro. Those places that treated me well are the ones I return to over and over, often paying and not using points. Those that treat myself and my family (since I am using points that’s usually meaning I’m on vacation and with my family, so if they are less than special at that time, it’s a double whammy where I won’t stay there and place my money elsewhere). Different styles of management I think bring the story as well as marriott corporate.

  17. also, compare US to the rest of world,at least to Europe and Asia,US hotels are generally being “cheaper”. Outside US, hotels rarely ( I never met one ) nickle and dime customer on breakfast. There are no distinction on “continental” and “full” breakfast, the offering are generally much better than even the full breakfast in a luxury hotel in US.

    In US, both Hilton and Marriott usually either charge more for “full” breakfast or just give you credit for their restaurant offering. ( $10 mostly) One exception is Hilton at Disney Spring Palace, they offer a pretty good breakfast on the same level as an European luxury hotel but doesn’t charge any extra.

    Asian is usually on another level though, both China and Japan offering much larger and better choices in breakfast , even than Europe let alone US>

  18. As primarily a business traveler, it’s interesting…I don’t ever eat breakfast on business trips. I’m not hungry most days until lunchtime, it takes away time in the morning from getting to work, and usually just makes me sleepy. On top of that, there’s mounting evidence that eating breakfast isn’t particularly good to eat if you eat typical lunches and dinners. Give me a machine that can make an espresso and then pour the Pike Place from the jug and I’m good to go.

    The hotels I would actually use the benefit are hotels I would visit for leisure travel – St. Regis, Ritz Carlton, Edition, JW Marriott, W, Autograph Collections, Design Hotels – don’t offer breakfast late enough that i care to eat it after I’ve slept in until 8, hit the gym, and then want to eat at 10.

    TL;DR: Free breakfast is not a benefit that has much value for me. I’m surprised it’s such a big deal to this many people.

  19. Except a breakfast buffet will never actually cost $7 per guest – the marginal cost of someone else accessing a buffet has to be close to $0.

  20. So if you are running a buffet, the prep cost is already there. Perhaps, a PLT member after being trained on free stuff for years would consume:
    1) 2 eggs x $0.15=$0.30
    2) 3 sausage links = $0.65
    3) bacon (1/4 lbs uncooked eq.)=$0.65
    4) 1/8 of a cantaloupe and 1/8 of a pineapple=$0.50
    5) Pastry =$0.50
    6) 1/4 lb of strawberries =$0.50
    7) Coffee + orange juice=$0.60
    8) Yogurt =$0.30
    I doubt you can consume that all but the Total=$4.00

    Sure it would cost more in Hawaii but then you charge resorts and/or destination fees – something that you cannot do if you run a place in nowhere.

  21. They obviously ran the numbers before they did this and had to guess on some factors, and it is working in some ways and not in others. Thats the nature of business and that is the main point this CEO is saying- they are adjusting things as they go.

    I know they lost me as a loyal customer when they devalued my status to NOT include free breakfast. Now I don’t try to stay at a Marriott or Sheraton. I’d rather stay somewhere nicer overseas for work, thanks.

  22. “they’ve given the leads who are their premium folks, free breakfast at resorts and they compensate us I think $7 a breakfast”

    Hello and guess why we bolted? Ask old Bob Crandall, who saved by taking the olive out of salads.

    https://www.nytimes.com/2001/05/06/business/and-to-penny-pinching-wizardry.html

    “BY now, it is the stuff of legend: in the 1980’s, Robert L. Crandall, then the head of American Airlines, came up with the idea of removing just one olive from every dinner salad served to passengers. They would never notice, let alone squawk, he figured, and the airline could save some money. He was right, to the tune of $40,000 a year.”

    Except we noticed.

  23. Marriott values guests with no status above everyone else. The odds are greater that these people will pay a small upgrade fee ($10-$50) or promo rate for a room with lounge access and/or free breakfast. There are numerous staycation and weekend rate packages with generous perks (upgraded room; lounge; late check-out; spa/gym access).

    Those lounges aren’t just crowded due to bloated Platinum members. Lounges and/or free breakfasts are an add-on revenue stream built into promo rates. There’s no added revenue from free stuff.

    They would rather skip (deny) the upgrade for a Plat/Tit/Amb and instead sell the room to a non-loyal member or offer an upgrade for a fee; just like the airlines with seats. Another reason why Suite Night Awards are a joke.

    Regarding Marriott hotels in Asia:
    St Regis Osaka- Basic comp breakfast, but, for Plat and above, you can pay a surcharge for the Japanese breakfast.
    Courtyard Ginza, Tokyo- $10 voucher doesn’t cover the $25 breakfast.
    Westin Seoul- Lounge restricted to 2 hours on Sat nights.
    Westin Singapore- Lounge Over capacity and has 30-45 min waits for all guests on weekends.

  24. Wait, I have stayed in Westin Seoul and get in there every night,
    Glad all the nickel and dime in Bonvoy only happens in US.
    As a Titanium in Asia, Marriott takes care me well, Hyatt’s presence is a non-starter for Asia, they’re so dumb to get rid of stay as elite threshold,

  25. I’m an Ambassador level member with 1,376 lifetime nights over 16 years….
    A few thoughts:

    1) @Lu – You hit the nail on the head! Non-US properties treat elites MUCH better. They understand branding and requirements much better. I never have to worry about “continental” breakfast at say the Sheraton Amsterdam Airport, or the Westin Vendome Paris or the Marriott Istanbul Sisli. But when I stay at US properties -be they Sheraton, Westin, Courtyard, or Marriott – one just never knows what to expect – lounge or not.

    2) Former Starwood branded hotels seem to “get” the new Bonvoy program better than Marriott International brands.

    3) IF they truly value the upper elite levels – Titanium & Ambassador – then maybe offer these levels a more complete breakfast. Starting this year, Ambassador level requires BOTH 100 nights AND $20,000 spend. The spend is based on room rates only – not parking, resort fees, taxes, etc. If a member can make that requirement, as well as having an Ambassador (who is restricted to what they can do for a member since Bonvoy), and Your24 – then they should also have a more substantial breakfast allowance. Giving someone who spends upwards of $20,000/year and 100+ nights at Marriott Intl a box with a dry croissant and fruit is truly embarrassing….and disrespectful.

    4) Having stayed at a Four Points by Sheraton recently (last week) I noticed signage was still SPG. I asked the Front Office manager about this and she said – the Bonvoy signage (welcome mats, etc) are very expensive and the hotel owner doesn’t want to invest in it. REALLY ???

  26. So James and Paolo collectively win the best post of the week award! I’m still laughing.

    Anyway, great job!

  27. @Tom O , I am surprised that you are surprised you have a unusual habit. By the way, I don’t know where you get this “breakfast is not good” thing.

  28. Maybe if they offered more points for the welcome amenity less people will opt for breakfast. Or offer you a 1000 points a day not per stay and then less travelers would take breakfast.

  29. I am with Tom O on this. If I am staying at a hotel during the week, it’s likely for business and either I don’t have time for a leisurely breakfast or I just expense it.

    If I am at a hotel on a weekend, that likely means I am there for pleasure and the last thing I want to do is wake up a God awful early time just to indulge myself in powdered eggs and sausage containing who knows what. I’d rather sleep in and then enjoy a nice brunch with a bloody mary.

    Free breakfast is the last thing on my mind when deciding which hotel to stay at.

  30. Being a Titanium/Platinum for life for a really long time, I can guarantee that the one thing you can count on is total inconsistency across a brand, let alone a Chain. The fact that the hotel model is the way it is, ‘that the hotels are owned by independent businesses’ results in all the challenges encountered.

    If a company owns hotels of one brand only, I have seen adherence to the rules pretty strictly followed. The issue comes in where you have franchisees that have multiple hotels with multiple brands or multiple management companies. It is very difficult to gain economy of scale, if your 100 hotels all have different sets of rules. IE. Bonvoy, Hilton, etc. each with 10,15, 25 different brands. Having management keep track of all this has to be difficult.

    As an aside, I once was given by the CEO of a large franchise his “Marriott” card, but he then told me that it wasn’t his real card. “Marriott” required only their logo on his card to do business with Marriott. He then gave me his real card with at least 5 different Hoteliers, and a total of 20+ Brands. I get where he is coming from. Your manager at one hotel today is at another tomorrow. Cross training isn’t easy.

    The moral of this story is that each property should be treated as an entity to itself, and if breakfast is important, call the hotel and ask if it is served. If not, and it is important to you, then take your money elsewhere, or understand that your cost to stay is really +$25 or so.

    The bottomline issue is that these hotel management companies try hard to create consistency, but they don’t own the hotel. Marriott mandates Pepsi, but almost every hotel had Coke somewhere, even if it was an employee lounge. Now with Starwood not having this mandate, how are they ever going to have a Pepsi consistency policy?

    I love all these hotels, but I know to ask if it is important. What Bonvoy could do is to put the breakfast status of each hotel on their website, highlighting the breakfast status. Noncompliance of policy results in a red mark, drawing attention to the hotel not following policy. But what you would get are hundreds of franchisees complaining it’s not in their contracts.

    And if it is, then Bonvoy needs to enforce the contracts. I think those not following the rules would toe the line quickly. And as an aside no one sets price for each hotel, so those not following the rules can raise their prices. And any blowback from higher prices is only because they are charging uncompetitive prices and don’t know how to market their business. They sit back fat, dumb, and happy not willing to differentiate their hotel from a No Tell Motel.

    Bonvoy does their best. Maybe it is time to weed out those not up to the standard. I know they do this, but…..

  31. I’m a Plat, I stayed at a Bangkok Sheraton and Breakfast was free. Great spread.

    A month later I’m in Curacao at a Sheraton and they charge me $25 for breakfast.

    I have no clue what is going on.

  32. Recently stayed at Protea hotel. Told I could only have access to cold part of the breakfast buffet! As an ambassador/titanium/plat member I was frankly outraged. I get that technically you get continental breakfast but I’ve never seen this in practice. Also the incremental cost of a boiled egg will hardly break the bank! Such a fed up policy completely ruined my loyalty to the chain and my stay at the Protea.

  33. As an ex-SPG PLatinum for life member (now Bonvoy Titanium Elite) breakfast was always free in the lounge OR in the restaurant. As I like my breakfast hot (not tepid as lounge food always is) I prefer having my breakfast in the restaurant, This was never a problem in Westin or Sheraton hotels. Seems that now it is a huge problem at all properties I’ve stayed at since the merger; often begging for a breakfast voucher from reception during check-in.

  34. Not everyone who stays at a Marriott for business can expense breakfast. For those of us that claim per diem, free breakfast is an extra $5 in my pocket.

  35. What free breakfast? I’ve had 5 Marriott/affiliated hotel stays in the last 11 weeks and there is virtually no sign of any of the supposed benefits of lifetime gold.
    Under SPG lifetime gold with the branded credit card I got:
    * greeted and thanked for my loyalty
    * free internet
    * welcome gift (points, cocktail) with every stay
    * room upgrade (really good upgrades when I had platinum, so-so with gold)
    * bonus starpoints (50% bonus)
    * 4pm check-out whenever I wanted (I never had a time where I was denied)
    Since Marriott merger:
    * no greeting at check-in (once in 5 stays doesn’t cut it)
    * free internet
    * no welcome gift
    * no room upgrades
    * only 25% bonus points
    * only one 2pm checkout in 5 stays
    * one crappy breakfast I could have done without (where were the other four?)
    Prior to the last two stays, I wrote a complaint to Marriott. After an “investigation”, I got awarded 3,000 bonus points. Whoopdy-freakin-do.
    Currently taking recommendations for where to transfer my loyalty.

  36. I’m in the no breakfast crowd. Business days are for expensed Starbucks, maybe including a sandwich, but I rarely eat breakfast. If I’m on a leisure trip, I’d rather eat at a good local place if my wife wants breakfast. I’m not going on vacation to waste a meal at a hotel restaurant. I’m much more concerned about room upgrades and flexible check in/out.

  37. Bloggers being a stock analyst. LOL. Do most of you even know what the real big picture is.

    You see, hotel management companies doesn’t care about your repeat business, they care about their corporate contracts. They don’t care about impressing a single lifetime elite with a million points, they care about impressing a company that will book 500 rooms a year.

    For Marriott, it’s the reverse. The lifetime elites are their cash cow and being used as leverage against management companies if they want non corporate guest to fill the property. Before they leave for SPG, now they don’t have a choice. Now Marriott is milking the top line and bottom line. Owners are now held hostage. “So”, no Diamondrock is not happy with $7 breakfast rebate after Marriott already took $40 from the top line and another $15 to serve breakfast. (No, wages and overhead are not free, they cost money just like ham, eggs, and juices)

  38. I’m with Tom. Most of us need to skip breakfast and instead hit the gym. Surprised this is such a big deal too. Grab a bowling oatmeal and I’m good.

  39. I am confused that you say they get 7 USD per breakfast and that the reimbursement rates are ‘Really low’. Just because a hotel might charge 20 USD or 20 EUR for breakfast doesn’t mean that it costs them 20 USD or 20 EUR. When I eat a hotel breakfast, I usually have maybe 2 pieces of bread, a thing of butter, some eggs, some beans and some mushrooms if they have. And if I am feeling particularly hungry, I might follow it up with a plate of fruit and a cheeky pain au chocolat. Add a cup of tea, a glass of water and maybe a glass of juice. I can get this breakfast at most greasy spoons for approximately 7 USD and that includes some profit and actual table service. I refuse to believe that my presence at the vast majority of breakfast buffets is costing the hotel more than 7 USD. So yes, perhaps you might see it as an opportunity loss, but I wouldn’t pay for the hotel breakfasts at the rates they charge, additionally, when I stay in a chain hotel I specifically choose them for the benefits of loyalty programmes and would otherwise likely stay elsewhere.

  40. I also don’t see the problem with the $7 breakfast rebate. List prices for breakfast ($20-30) are grossly inflated because of a captive audience and the fact that business travelers can expense their meals. Notice that hotels will often sell breakfast at discounted rates (~$10-15) as part of breakfast-inclusive rates or via pre-purchase at check-in. Therefore, the $7 is likely to cover costs, including overhead and labor.
    Hotels could argue that they bear an opportunity cost when providing free breakfast, but it is debatable whether the same guests who get free breakfast would ever pay for it.

  41. I have been given a $7 dollar credit toward breakfast at AC Hotels. Now I understand where the amount of that money/credit came from ….

  42. @Tom O

    Finally! I thought I was the only one who didn’t care for hotel breakfasts. I stopped eating regular breakfasts in my 20’s after realizing three meals a day was too much. I’m fine with just lunch and dinner, and sometimes just dinner. As long as there’s coffee or tea in the morning I’m fine. As a member of IHG / HHonors / SPG programmes, who also frequents these hotels mostly for leisure, the free breakfast option was arguably one of the least useful benefits in my case (if it was offered at all). Not surprisingly, I was REALLY astounded to see what a ruckus it can cause! Just goes to show how we all travel differently….

  43. @SeeSharp

    At many places, $7 doesn’t even cover the overhead and labor, think W Time Square. Need I remind you also that breakfast is not cooked from order, they have to fill the buffet even if 2/3 gets thrown away (to be employee lunch, lol) Having othet guests paying full asking price $20 to compensate, is just that “compensating” the cost not covering the cost. If no guest paid for breakfast and only elites eat there, then the property is loosing money feeding guest.

  44. @eskimo, I ran back of house for the Bellagio for almost 4 years. Staff and overhead for a buffet are nothing compared to food costs. If you are going to go that route as a hotel operator, you are doing it fr one of 2 reasons: you either don’t want the additional labor of cook to order or you are trying to build your top line from the hotel and are willing to eat the higher food costs. At Bellagio and most high end buffets in a hotel, the buffets are loss leaders to get people through the doors, so if you wind up with 45% food costs vs. 30% for cook to order it’s by design. Breakfast is when you prep for the real moneymaker, catering and banquets, so you are already overstaffed in the kitchen in the mornings. Either way, your labor is less than 10% vs. 30-35 for cook to order because you are cooking large batches and service staff are covering 3-4X the number of tables. As a hotel, the anything but room overhead is minimal because you were going to have some form of restaurant space by contract or to get your AAA diamonds anyway. So yeah, the marginal costs are less than $7 and you were already going to eat the fixed. It’s the cost of doing business if you want to operate a 3-5 diamond hotel and if you didn’t plan for that you shouldn’t be in the business.

  45. He says overall his Bonvoy costs are down. Is that because he provides fewer benefits or has Marriott reduced the cost they charge hotels for the points?

  46. As someone who feels #bonvoyed I’ll say their new loyalty program has made me loyal to @Hilton, when the new program launched and gold members of Marriott rewards lost club access that was a big hit…I’m now all in on Hilton and couldnt be happier

  47. Marriott is screwing both the hotels and the loyalty program members
    Marriott has lost its grip on the bigger picture because it is now too large
    Profits before People (customers) is a dangerous investment strategy that will affect all parts of the business not just loyalty program members.
    “The larger an organisation, the greater is its power to do harm. …Large, organised groups have in themselves the seeds of corruption. They become the means of power to be used by the heads or by each individual who feels the power of the organisation which gratifies him, sharing in it according to his capacity. This sharing of power helps to maintain the [corporation] and it further strengthens narrowness of thought, encouraging exclusiveness and intolerance. The bigger the organisation the more tyranical and exploiting it becomes… [and] the greed for power is almost inexhaustible. This greed is covered over by all kinds of sweet and official-sounding words, but the canker of avariciousness, pride, and antagonism is nourished, shared and encouraged. From this grows conflict and other ugly manifestations… The more there is a yielding to greed, the more [that greed] grows…” J. Krishnamurti

  48. After no Gold breakfast, and SPG business card no longer giving lounge access, this will be my last year of being Bonvoyed. The only silver lining is I was actually given an upgrade and late checkout at a Ritz, but that might have been the hotel, not the program itself.

  49. Late entry to this thread but real information.

    No matter what has happened to the breakfast, nobody is staying at Marriott Hotels any more.

    I own a suite in an Airport Marriott that was making me $500 or more a month after all expenses and management fees (hotel operates the property).

    Since the merger the hotel has LOST MONEY EVERY MONTH. From a small but sustainable profit the investment is a dog. This tells the full story of the merger. Soon I will be having to subsidize the hotel for operating almost empty.

    Bonvoyed!

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