It’s incredible how Marriott seemingly continues to let its hotels do whatever the heck they want, regardless of what brand standards dictate.
In this post:
Aloft Dublin City defies Marriott brand standards
Marriott Bonvoy’s elite breakfast benefit is ridiculously complicated, with more exclusions and restrictions than anyone could reasonably keep track of. That being said, there are certain brands where Bonvoy Platinum members and above are supposed to consistently be able to select breakfast as their welcome amenity. Aloft is one of those hotel brands.
Unfortunately it would appear that the Aloft Dublin City has simply decided that it will no longer give elite members the option of selecting breakfast as their welcome amenity, thanks to a policy change.
Instead, members are being given the option of selecting either a €10 credit per night, or 500 Bonvoy bonus points. For what it’s worth, breakfast at the hotel costs €20 per person, so for two guests, that credit would cover 25% of the cost of breakfast.
This was first reported in the reviews section of Marriott’s website nine days ago, where someone notes this policy change.
I also reached out directly to the hotel to ask about the policy, and it seems to be even stricter than I expected. According to what I was told, the credit must be used “in full at one meal,” suggesting to me that it possibly can’t even used for a couple of drinks at the bar.
The hotel’s bizarre explanation for this policy change
A FlyerTalk member checked in to the Aloft Dublin City in the past couple of days, and was informed of the breakfast policy. He opened a case with Marriott corporate care, given that the hotel is clearly violating Marriott’s published policies.
Corporate care ended up forwarding this to the hotel, and they had the most bizarre response imaginable:
Having assessed our services and listened to our most loyal guests feedback, our property has changed the welcome gift for our elite members to a €10 credit per night to enhance the guest experience.
I am disappointed to learn that this change was not of your likening and I hope you could accept our most sincere apologies for any distress this may have caused you.
As per the Marriott Bonvoy standards, properties are to offer 500 points or breakfast in restaurant or amenity for the member plus one. Failing to do so, the compensation for this would be US$25 per stay.
As per our phone conversation instead of 25 $ compensation, 5000 points has been uploaded to your account.
I don’t even know where to begin with this. For one, the gaslighting here is simply next level. The hotel employee is surprised to learn that someone doesn’t like this change, claiming this was done due to feedback from the hotel’s most loyal guests, and that it’s intended to enhance the experience.
I really don’t understand how someone can write an email like that, while also claiming to offer “sincere apologies.” Do they realize they’re lying and just don’t care, or do they convince themselves this is the truth? And then it’s interesting how the hotel is acknowledging that it’s violating Marriott’s rules, and is therefore issuing compensation, in line with the elite guarantee. But despite that, it’ll continue with this practice?
This is a really slippery slope for Marriott, with hotels seemingly having the discretion to do whatever they want, with no repercussions. Recently we saw the St. Regis Macao cut elite breakfast, in violation of Marriott’s published policies. There’s also nothing being done about that.
Bottom line
The Aloft Dublin City is the latest Marriott property to flagrantly violate the company’s policies. The hotel is no longer offering elite members breakfast, but is instead offering a small daily credit they can use. Worst of all, the hotel claims this change is based on guest feedback, and is supposed to enhance the guest experience.
What do you make of this Aloft Dublin City elite breakfast situation?
The real issue is that the hotels try their luck to get away with it because few customers will really do anything about it and because Marriott does not enforce their policies. They should enforce their policies and give the customer some sort of compensation as a result. This said Aloft breakfast is not so special anyway.
Come Bonvoy sheep
Get rid of the noise around the edges obnoxious guest with some meager compensation
They will increase revenue substantially with the ones that don’t complain
Bonvoyed Forever
I'm a Dublin based bonvoy ambassador I've emailed the global customer service for Marriott ( Based in Cork, Ireland) for an explain for this.
I'll post their response
Marriott's new motto: "If at first you don't deceive, lie, lie again."
Assuming that benefits like free breakfast were important to a traveller, they'd have to be masochistic to accrue points in the year 2025 with any chain on the hope and prayer that said benefit would be provided.
Sure, small chain, coalition of independent hotels, maybe a luxury brand in Asia or the Middle East... OK, I suppose there's still a chance that the promised benefits will be honored in those cases.
But, in this...
Assuming that benefits like free breakfast were important to a traveller, they'd have to be masochistic to accrue points in the year 2025 with any chain on the hope and prayer that said benefit would be provided.
Sure, small chain, coalition of independent hotels, maybe a luxury brand in Asia or the Middle East... OK, I suppose there's still a chance that the promised benefits will be honored in those cases.
But, in this day and age, anyone who goes to a _Marriott_ of all things expecting breakfast, a room upgrade, an effing bottle of water, _anything_ is asking for disappointment.
It isn’t just Marriott. Hilton is the same as well. At the Lanson Place in Hong Kong, Diamond and Gold members are only allowed to have breakfast on the go and they are not allowed to dine in the restaurant for breakfast. Also, you are only given two small pastries (like croissants) a half-filled cup of fruits, and a small drink (juice, tea or coffee).
You are also suppose to pre-order this the night...
It isn’t just Marriott. Hilton is the same as well. At the Lanson Place in Hong Kong, Diamond and Gold members are only allowed to have breakfast on the go and they are not allowed to dine in the restaurant for breakfast. Also, you are only given two small pastries (like croissants) a half-filled cup of fruits, and a small drink (juice, tea or coffee).
You are also suppose to pre-order this the night before but front desk may not tell you that in advance. So, when you go to the restaurant you need to wait fifteen minutes for the breakfast takeout. Yet, the hilarious thing is that not only SLH members are allowed to dine in at the restaurant for breakfast but even those who book via third parties (travel agencies, OTAS) are allowed to have breakfast in the restaurant. So, Hilton members are third tier guests after SLH guests and OTAs guests. Hilton corporate does not care at all when inquired if this practice is standard or allowed. No reply from the team at Hilton corporate that handles this.
SLH benefits are continental only for Hilton elites, so not sure what you are complaining about. You want Hilton credit, you get shitty breakfast... you want full breakfast, pay or book elsewhere...
Likely a good idea to post this on FlyerTalk - I also check hotels there first before I book. This blog is a short term discussion - but doesn't server as a database.
A response like that means it’s not even from their own employees, and was handled by some outsourced provider using a boilerplate.
Of course whoever wrote that condescending, patronizing email from the hotel knows fully well that they're full of BS. It shows their contempt and lack of respect to customers to send a reply claiming the change is a benefit and in response to guest feedback, since obviously no guests would request this change. It's equivalent to giving a big middle finger to the guests. The person writing the message doesn't seem like they know how...
Of course whoever wrote that condescending, patronizing email from the hotel knows fully well that they're full of BS. It shows their contempt and lack of respect to customers to send a reply claiming the change is a benefit and in response to guest feedback, since obviously no guests would request this change. It's equivalent to giving a big middle finger to the guests. The person writing the message doesn't seem like they know how to write correct English either. They likely saw this bureaucratic, corporate-like language somewhere and thought it was acceptable to use it. Also, 5k is woefully inadequate compensation. Guests should bombard Marriott's executive leadership with email complaints until they get their act together. Elliott(dot)org has the email addresses.
This seems like an industry wide trend. I just got an RFP for an event at the Hyatt Place Chicago O’Hare Airport and noticed they said breakfast would be $11. When asked, they said Hyatt is making changes to their brand standards for free breakfast in April. Frustrating but not surprising.
Not sure why there is no movement to slowly bombard these properties with bad TripAdvisor reviews… should have a website to showcase one or two properties a day or week and have the collective internet spam them until they figure out…
American corporate greed marches on.
“Come be loyal to us, give us your money, make your companies give us their money. We love you. Oh! You’ve accrued status and rewards that force us to give you free/discounted items we promised you? Better change the rules again.”
I’d love to see a rewards program that stands by their promises so strongly they’ll put them into a fixed-term guarantee. “No matter what, we’ll give a full...
American corporate greed marches on.
“Come be loyal to us, give us your money, make your companies give us their money. We love you. Oh! You’ve accrued status and rewards that force us to give you free/discounted items we promised you? Better change the rules again.”
I’d love to see a rewards program that stands by their promises so strongly they’ll put them into a fixed-term guarantee. “No matter what, we’ll give a full breakfast to our elite members from now through to at least 2035.”
Then again, if times get tough, they’ll just cut “full breakfast” down to an apple and a mug of Folgers.
Complain, complain, complain. Marriott has been on this path for years. It has been no secret. And, in spite of it all, based on the comments, there are still people actively engaged with Marriott. What the heck is the matter with you people? By remaining engaged with Marriott, you're doing it to yourselves. Wake up, smell the coffee, and move on. You are the captain of your own happiness. Make a choice.
"What the heck is the matter with you people? By remaining engaged with Marriott, you're doing it to yourselves."
Believe it or not, some people care more about *room rate and overall value/deal* than a free mediocre breakfast.
Also, feel free to replace *___* with, say, proximity to airport/conference/wedding venue or a host of other factors. You get my point.
So typical.
Recently stayed at the St Regis in Aspen where the breakfast benefit is $62 dollars. There is nothing on the menu that one could get two of and stay under this amount. ( The buffet is something like $80 per person, and the closest thing to a continental breakfast was around $40)
Er Josh.....you do know that St Regis + Aspen = high prices ?
Your comment misses the point. If someone is supposed to receive a breakfast benefit, the person receives breakfast . . . irrespective of price. Now, if Marriott wants to shift to a credit . . . perhaps a credit amount based on the property category . . . that would be a different story. But, that's not the stated benefit.
Fair enough
Very fair. Also such an American thing, to put a precise dollar figure on breakfast. At European and Asian hotels, you just get breakfast and don't have to worry about charges unless you order something extraordinary.
LOL St Regis Aspen and Deer Valley both are hilariously overpriced for what you get. They aren't true luxury hotels, they're riddled with terrible service and subpar facilities, and they often charge as much (or more) than real luxury hotels in their respective areas (ie Jerome in Aspen, Stein in Deer Valley).
Don't bother with Marriott anymore...
Sound like Park Hyatt Beaver Creek.
File a complaint with the Colorado attorney general.
Genuinely feels like companies just don't care anymore and everything just gets worse service wise.
i have been a long time Marriott Plat but I find the whole brand so devalued to the point i now avoid them. it seems each location shaves off what it can - parking, breakfast etc...and if questioned it is either Marriott corporate or a green initiative!
real shame as this aloft is really one of the nicer ones in europe with sizeable rooms and great service. breakfast also was very good with quite a few options and not substandard or processed stuff in the slightest.
but i guess the hyatt centric a block away will be getting my future visits given the price point is nearly the same.
(and shocker some of us ambassadors enjoy this aloft over the other severely overpriced and underwhelming Dublin city hotels!)
That Hyatt is mediocre compared to this Aloft. Tired, dirty rooms, very hard with upgrades, GM has an attitude. Stick with Aloft - it even beats Dublin Hilton.
Platinum level is when the true benefits of the Bonvoy loyalty program begin, at least on paper. Lifetime Silver or Gold status, is it really of any value? Lifetime Platinum is valuable, again, on paper.
Because of this, we no longer stay at Marriott properties when paying cash, only staying when using FNA from credit cards. Our cash bookings go to a brand with a reputation of being more consistent. In the near future...
Platinum level is when the true benefits of the Bonvoy loyalty program begin, at least on paper. Lifetime Silver or Gold status, is it really of any value? Lifetime Platinum is valuable, again, on paper.
Because of this, we no longer stay at Marriott properties when paying cash, only staying when using FNA from credit cards. Our cash bookings go to a brand with a reputation of being more consistent. In the near future we will achieve their lifetime status for our global travels. Until that time, we discover and explore staying at that other brand.
Someone who has wised up should not care about the onslaught.
Very similar to Wikipedia, where teenagers anonymously vote for their friends to become administrators then use made up reasons to act arbitrarily. Wackopedia.
At this point, why has has someone not filed a class-action lawsuit? I honestly do not understand how a property or Marriott as a corporation are not committing fraud by promising a benefit (breakfast) and then not delivering it.
Similar situation at Westin San Francisco Airport. Switched “breakfast” to “$10 credit”. Took over 2 months to pay out the $100 elite guarantee. Marriott ambassador member here and of course Marriott corporate keeps sending the case back to the property.
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I am reaching out regarding a gxp case regarding your stay with us about the welcome gift. We switched our welcome gift to a 10$ Food and Beverage Credit or 1,000 MBV Points....
Similar situation at Westin San Francisco Airport. Switched “breakfast” to “$10 credit”. Took over 2 months to pay out the $100 elite guarantee. Marriott ambassador member here and of course Marriott corporate keeps sending the case back to the property.
—————
I am reaching out regarding a gxp case regarding your stay with us about the welcome gift. We switched our welcome gift to a 10$ Food and Beverage Credit or 1,000 MBV Points. I completely understand that you are upset about this. I see that you selected the 1,000 MBV bonus points. I will add 5,000 additional MBV points to your account today and they should reflect in your account by Sunday.
This is why I have IHG’s credit card instead.
Honestly who cares? This is a dirt cheap low quality hotel. Tons of better hotels in Dublin. Seriously, walk outside and pay $5 or whatever for a coffee and move on with the day. I only either stay in hotels where my travel agent through virtuoso / other high end programs gets breakfast included with with the rate or cheap hotels that are there for clean quality sleep where I just get up and get...
Honestly who cares? This is a dirt cheap low quality hotel. Tons of better hotels in Dublin. Seriously, walk outside and pay $5 or whatever for a coffee and move on with the day. I only either stay in hotels where my travel agent through virtuoso / other high end programs gets breakfast included with with the rate or cheap hotels that are there for clean quality sleep where I just get up and get coffee and maybe a yogurt the next day.
The amount of hand wringing over cheap poor quality breakfast that I see on this forum and others continues to amaze me.
these 'loyalty' programs are stupid and not worth anywhere near the amount of time people spend worrying about them. They do not return the favor, act accordingly.
Yup this is my view too. Did Aloft even offer an Irish breakfast or was it just a mediocre buffet with like warm eggs and cereal?
If you really want a nice included breakfast in Dublin, check out the Conrad. Otherwise, walk down the street and explore the city. It’s a great place.
I'm sure they offered nothing but ultraprocessed no-nutrition crap. Perhaps a gross frozen/ reheated breakfast sandwich of unknown origin.
You know this is a miles and points blog right? Not a yacht convention?
It was actually a very good value at the hotel. We enjoyed utilizing and the customer service was very good. But they did have multiple people working at breakfast. I imagine it’s also a way to cut labor hours. Regardless, disappointing to hear about.
The Aloft Ontario-Rancho Cucamonga has been doing this already 2 years ago.
Wrote a warning on Flyertalk then.
When complain to Corporate they came up with the explanation that every hotel could choose what to offer of the three options.
Got some points after some back and forth.
I am happy if people post information like these, so I can also vote with my pocket and avoid the hotel.
Speaking for myself, I've largely stopped staying at Marriott-branded properties in part because I have no idea what I'll be getting, and I don't like surprises.
@Jim,
I've come to a similar conclusion while researching a trip to Tokyo later this year. Many of the hotels I'm considering don't offer rooms that can be booked with points. Some don’t provide any benefits for Platinum status, while others have exorbitant redemption rates. It raises the question: why bother? I earned my Platinum status through work travel and my Bonvoy credit card. However, with my company switching to Hilton later this year, I’ll...
@Jim,
I've come to a similar conclusion while researching a trip to Tokyo later this year. Many of the hotels I'm considering don't offer rooms that can be booked with points. Some don’t provide any benefits for Platinum status, while others have exorbitant redemption rates. It raises the question: why bother? I earned my Platinum status through work travel and my Bonvoy credit card. However, with my company switching to Hilton later this year, I’ll be saying goodbye to Marriott and significantly reducing my Bonvoy credit card spending. Additionally, I'm planning to cut back on work travel, which means I won’t be able to reach any status moving forward. For personal travel, I’ll focus on booking options that provide value for me.
That's why I'm a Globalist. Consistent wonderful benefits. I only stay at Marriott when a convention requires me to do so.
The crazy part to me is that Aloft's Elite Benefit Guarantee payment for not providing breakfast really is just $25. I was getting ready to chastise the hotel for not following the guidelines but went and checked and that's what it is.
At that point, Aloft hotels may as well just not offer it to guests and pay out the few guests who invoke the guarantee onsite. They could also just decline breakfast to elite...
The crazy part to me is that Aloft's Elite Benefit Guarantee payment for not providing breakfast really is just $25. I was getting ready to chastise the hotel for not following the guidelines but went and checked and that's what it is.
At that point, Aloft hotels may as well just not offer it to guests and pay out the few guests who invoke the guarantee onsite. They could also just decline breakfast to elite guests staying more than a 2-3 nights where the $25 starts to become the better option for them.
Exactly, a lot cheaper for them to pa $25/stay then to offer free breakfast.
What is a BonVoy Plat/Titanium doing staying at an Aloft...? On a related noted, used a few IHG free night certs at the Holiday Inn Dublin last year, and we couldn't believe how extensive their (free) breakfast was, plus it had a real bar for the drink vouchers we received.
Work travel where you can’t splurge on something full service. I did hundreds of those over the years.
At $25 per stay, it’s barely more expensive than providing breakfast. Certainly cheaper factoring in how few will complain. I suspect next to nobody does complain.
The fine is just the cost of doing business.
Breakfast is the cheapest and most profitable F&B offering a hotel can afford. Especially if it's a buffet. The margins on eggs, toast and coffee are absurd. I would be shocked if the actual cost of a hot breakfast is more than $4 per person.
As with the StR Macao, Marriott properties will increasingly not GAF and keep defying program T&Cs since the CEO has made clear that they, not the guests, are the primary constituents.