Report: Marriott Calls Cops On Guest Asking For Elite Benefits

Report: Marriott Calls Cops On Guest Asking For Elite Benefits

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This might just be a new low when it comes to elite recognition at a hotel…

Courtyard Niagara Falls calls cops on guest for WHAT?!

View from the Wing flags a shocking FlyerTalk post about what allegedly happened when a Platinum member recently spent one night at the Courtyard Niagara Falls.

Marriott elite benefits can be hard to understand, but when staying at a Courtyard property in North America, Platinum members should receive a welcome gift, with their choice of either 500 points (total) or a $10 food & beverage credit (per person). If this isn’t offered or honored, there’s an elite welcome gift guarantee.

According to this FlyerTalk member:

  • Breakfast was closed, so the Platinum member asked if he could use the $10 food & beverage credit for grab & go items from the pantry; the agent initially said yes, but when he came down later to grab the food, he was told no, and that he’d have to pay
  • The Platinum member pointed out the elite perks from Marriott’s website, but the supervisor said no
  • At this point the Platinum member pointed out that this was going against the elite welcome gift guarantee, and the supervisor said to take it up with Marriott
  • The supervisor then said that if he didn’t pay for the food, they’d call the police for shoplifting
  • At this point the Platinum member asked for the general manager, and the supervisor accused the guest of making threats, and said he would call the police; the supervisor picked up the phone and started dialing, and at this point the guest walked away and said his credit card could be charged

This is a new low for elite recognition

What a bizarre story, though let me start by acknowledging that we only have one version of events. That being said, a few thoughts:

  • It’s kind of unbelievable that there was this much drama over a $10 food & beverage credit
  • Hotels typically care so much about TripAdvisor and other online reviews, and as a result you’d think hotels would typically make reasonable accommodations to ensure that guests leave happy; clearly that’s not the case at this property
  • Even if the supervisor had a different take, how ridiculous to accuse a loyal customer of shoplifting because they have a different (correct) interpretation of the rules
  • Unfortunately Marriott hotels making up their own rules is nothing new; there’s no reason the guest shouldn’t have been allowed to use a food & beverage credit this way, especially if the restaurant was closed for breakfast

Bottom line

The Courtyard Niagara Falls allegedly threatened a Platinum member because he wanted to use a food & beverage credit for the grab & go selection, when breakfast was closed. Goodness, how the value of elite status has fallen…

What do you make of this Courtyard food & beverage credit incident?

Conversations (97)
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  1. Mark Guest

    We're both (xxxx)status and a Marriott property in Savannah dropped the ball 11.25 on a stop from Ohio to Florida! Had to switch room at 11pm and missed 2nd chance for our upgrade at out evel and AmexPlatinum perk--overlooking parking lot x2 is very underwhelming when across hall were water views and not 2x queen beds which ee got both times! Looking at Hyatts a bit closer! Were 100+ night travelers....

  2. Adam Guest

    You need to specify which Courtyard Niagara Falls to which this refers, the American or Canadian one.

  3. O.K. Boomer Guest

    It sounds like the guest is the one who started the drama over $10 in snacks when they should gave just taken the points abd walked away. Next time don't be late for breakfast.

  4. Bob Guest

    Just a thought… Maybe your attitude got you that reaction. Try being civil. Otherwise, just get a life.

  5. JAY Guest

    Sounds about right. At the Hilton Garden Inn Merrillville, Indiana, the late night front desk agent called the police on me after a relatively innocuous exchange. These wild things happen all the time I suspect, most simply don't make it to article status, like mine...

    I arrived at the front desk w/ my roller bag & backpack (dressed in a 3 piece suit) around 11PM. The attendant briefly glanced at me and said, "Place the...

    Sounds about right. At the Hilton Garden Inn Merrillville, Indiana, the late night front desk agent called the police on me after a relatively innocuous exchange. These wild things happen all the time I suspect, most simply don't make it to article status, like mine...

    I arrived at the front desk w/ my roller bag & backpack (dressed in a 3 piece suit) around 11PM. The attendant briefly glanced at me and said, "Place the food on the counter because you cannot go to the guest's room." I responded, "I'm checking in." She said, "I don't like your tone, please leave or I'm calling the police." I said, "I have a reservation and am checking into my room." She called the police and told them I had threatened her. The next day, the general manager told me he had no apology to make because I had threatened his employee. Mind boggling power trip. Obviously I will never willingly stay at a Hilton property again for as long as I live.

  6. Kevin Guest

    2 sides to every story right?
    Maybe he threatened on the shoplifting and the guy called his bluff. Other guy wasn't gonna back down and called. We call it a P1551NG Match where I'm from.

    Or screaming match broke out and perhaps a 19yo inexperienced worker called or another guest.

    It could have played out so many ways.

  7. Gregg Guest

    Marriott Hotels has basically turned into a collection of flop houses; they behave as if their guests, paying them 200+USD per night, are all criminals. They threaten the police, which they learned from the airlines. They entered my credit card incorrectly for a dinner charge, and when I called down to correct it, said, "I'm glad you called, we wouldn't want to have to have you arrested." This may have been a very lame attempt...

    Marriott Hotels has basically turned into a collection of flop houses; they behave as if their guests, paying them 200+USD per night, are all criminals. They threaten the police, which they learned from the airlines. They entered my credit card incorrectly for a dinner charge, and when I called down to correct it, said, "I'm glad you called, we wouldn't want to have to have you arrested." This may have been a very lame attempt at humor, but it sounded quite serious. I was so shocked I just hung up. Then I started noticing they are taking guests that the federal government is paying for - they've essentially started padding their bottom line with disadvantaged people and treating them poorly, as well as their "elite" members.

  8. JenW Guest

    In my last 6 stays, I have not been offered anything. One staff member thanked me for being a Lifetime Platinum Elite. I haven’t bothered to say anything because, like many of us, I just want a room key and a place to put down my bags. Although, my last few stays were Courtyard, Aloft and AC, arriving in late evening. So that may play a part.

  9. F. Parent Guest

    As a platinum for life member I can say that Courtyard is one of the worst Marriott properties. They're always the last on my list.

  10. Tom Crew Guest

    I have stopped hitting Marriott properties and have much better experiences at both Hilton and IHG properties. In fact in the 2.5/low-3 star category, Holiday Inn Express is now my preferred option over Courtyard or Springhill Suites or the Hampton from Hilton.

    Courtyard always reminds me of a snotty employee working in a fancy store. You know the kind that looks down on customers, thinking she has money because she sells expensive goods, when...

    I have stopped hitting Marriott properties and have much better experiences at both Hilton and IHG properties. In fact in the 2.5/low-3 star category, Holiday Inn Express is now my preferred option over Courtyard or Springhill Suites or the Hampton from Hilton.

    Courtyard always reminds me of a snotty employee working in a fancy store. You know the kind that looks down on customers, thinking she has money because she sells expensive goods, when in fact she is a clerk who goes home to a sad life after a day being uppity to customers who actually do have money.

    Courtyard doesn't know where it fits in the market anymore. No free breakfast like lesser tiered hotels and I once got charged for parking at a empty one outside Portland located near nothing. Often the Courtyard has no pool and a bad gym and sometimes they have this weird bar that are open just a few evening hours and seems to attract old unattractive prostitutes looking for fat old travelers who plan to go to bed by 10pm.

    These days I affirmatively skip out on Courtyard, which is odd because when they came into the market decades ago, they dominated their tier.

  11. Kim H. Guest

    Great read! As a titanium member I have been disappointed with the lack of consistency among properties. There's a reason why I became a member. And my loyalty should be recognized across the brand which is what they promise.

  12. Joshua Guest

    My experience as a Platinum Elite is that very few properties actually give you the room upgrades they promise as a benefit, simply staring they are sold out yet you can readily book the room online as they are fully available for the length of your stay when you check online, even as you are checking in! Losing faith in this brand and their loyalty program.

  13. Elle Guest

    Corporate should straighten this out. Threatening to call the police is terrible.

  14. D Pilit Guest

    It's this type of treatment that after 30 plus years of loyalty to Marriott, I'm done.

  15. Dave L. Guest

    Platinum status with Marriott isn't that high up on the "food chain" . . . that's one of the reasons lower tier Marriott chain properties don't really care about your status. However, once you have achieved the Titanium or Ambassador status then you will see major difference. Just to be fair to other hotel chain . . . Hilton is the same. I am speaking from experience. I travel for work for the past 20...

    Platinum status with Marriott isn't that high up on the "food chain" . . . that's one of the reasons lower tier Marriott chain properties don't really care about your status. However, once you have achieved the Titanium or Ambassador status then you will see major difference. Just to be fair to other hotel chain . . . Hilton is the same. I am speaking from experience. I travel for work for the past 20 plus year, average 40 plus weeks/year. I sleep in their beds more than I sleep in my own bed.

    1. Francois Guest

      As a Titanium for life I can vouch that I do enjoy their perks. Free breakfasts, free high speed internet, vouchers, upgrades. I have noticed that traveling through Europe and Canada my status seems more respected that in the USA.

  16. Joel Guest

    I would determine if the property was a franchise or a Marriott managed hotel. Once determined I would contact Marriott, report the incident. I am sure Marriott would not want any guest treated this way no matter what their status.

    1. Heidu Guest

      I agree, I would of have called the reservation number and let them know immediately

  17. Brian V Guest

    I have had lifetime Platinum status for a very long time. The past few years have seen a humongous drop in Marriott service and quality. I recently decided to start frequenting Hilton properties and was surprised how much better they are than Marriott. From the people to the properties. Once my points are exhausted I will only stay at a Marriott if I have no other choice.

    1. John Guest

      Unfortunately Hilton gives one credit per stay regardless how many days it is while Marriott give one credit per day, which is much better method.

  18. Michael Hertel Guest

    We had a similar situation happen to us at the court yard in ft myers. We were titanium ate that time and would not give my wife the 10$ credit as well we we’re staying in the same room per policy guest +1 staying in same room. Then would let us use on grab and go only from their over priced market. Marriott court yards are the worst

  19. John Guest

    Just visited this Marriott during Buffalo snowstorm. No welcome points or gift. Breakfast was $20 and you had to pay for parking while lot was half empty. Visited a Marriott in Toronto a couple days later - nice welcome Gift complementary parking and free breakfast. Learning Marriott is not Marriott everywhere.

  20. craig Guest

    I'm sure you did due diligence in this article. You got multiple sources. You tried to interview the hotel. You interviewed Marriott. YOu sought out neutral guests.

    Have you ever stood behind an entitled customer and listened to how they treat people in service rolls?

    1. Eve Guest

      You sound like an employee of this hotel…

  21. Seth Guest

    I’ve given up on Bonvoy after three years of Platinum status. Not one single lounge has been open since the pandemic allowed operators to close them. Only once has the breakfast benefit been worthwhile since my employer also reimburses breakfast expenses. Room preferences are seldom honored at brands above Courtyard, and these “Suite Night” rewards have never been available for me. Free agency is the way to go.

    That being said, don’t argue with...

    I’ve given up on Bonvoy after three years of Platinum status. Not one single lounge has been open since the pandemic allowed operators to close them. Only once has the breakfast benefit been worthwhile since my employer also reimburses breakfast expenses. Room preferences are seldom honored at brands above Courtyard, and these “Suite Night” rewards have never been available for me. Free agency is the way to go.

    That being said, don’t argue with the desk staff or local manager who just worked a graveyard shift. Take it up with Marriott afterwards.

    1. SJC New Member

      Hilton is much better

  22. D3kingg Guest

    I went to McDonald’s thanksgiving morning and the Mobile app wasn’t working. About to get into an argument with the supervisor but I stopped and said to myself is it worth it over $9 bucks ? No pick your battles. The guest should have handled the situation better that was obviously poor service and they could have just called Marriott as the employee suggested.

    After staying at Hilton 50+ nights before I’ve had issues...

    I went to McDonald’s thanksgiving morning and the Mobile app wasn’t working. About to get into an argument with the supervisor but I stopped and said to myself is it worth it over $9 bucks ? No pick your battles. The guest should have handled the situation better that was obviously poor service and they could have just called Marriott as the employee suggested.

    After staying at Hilton 50+ nights before I’ve had issues such as being double charged when my reservation was a pre pay. So I called the GM after my stay and got it fixed. No need to start an altercation with an hourly hotel employee. Be kind.

  23. Pete Guest

    I feel like I need to call the cops on the decor of the room in the header photo. It’s laughably, pitifully bad; like Zsa Zsa Gabor was given a big dose of acid and $100 to decorate the place.

    1. D3kingg Guest

      @Pete

      Not funny. Pathetic.

    2. Pete Guest

      Really? Too much like your own taste to get the joke, perhaps?

      That room is supermegafugly. Period.

  24. Peter Guest

    We have given up on Marriott as after decades of problem issues overcharging, disrespect for their own policies, not crediting points, not honoring perks, poor conditions at hotels, managers clearly not doing their jobs and total lack of loyalty towards their frequent customers ( more than 180 room nights per person) and lack of taking responsibility and lack of cars for their customers. We have stopped using Marriott or their affiliates! We don’t mind paying...

    We have given up on Marriott as after decades of problem issues overcharging, disrespect for their own policies, not crediting points, not honoring perks, poor conditions at hotels, managers clearly not doing their jobs and total lack of loyalty towards their frequent customers ( more than 180 room nights per person) and lack of taking responsibility and lack of cars for their customers. We have stopped using Marriott or their affiliates! We don’t mind paying but we hate to be used!

  25. Ben Guest

    Yes, the $10 is for food and beverage. I just spent a week at a Marriott and received a $20 credit which I used for food and beverage in their market place. I am a Titanium Elite member. I also received 8 nights of suite upgrade at the same Marriott. Other times when at various Marriotts in the past 2 years when the breakfast has been closed I applied the credit towards the marketplace.

  26. Not The Digital Nomad Guest

    The Elite status at Marriott is usually not recognised and no upgrade is offered
    Plus a lot of Marriott properties are run down
    Not to mention extremely expensive

    They also put a hold on your card for incidentals like items from the grab and go section

  27. Martin Guest

    bizarre to say the least

    " Marriott hotels making up their own rules "

    seems to be fairly common practice at all hotels

    try the Grand Hyatt Bali , the only Hyatt hotel, perhaps only hotel anywhere to add 3% charge for using a credit card- try getting an explanation from the hotel or Hyatt, good luck

    1. SJC New Member

      Maybe, they want you to pay the merchant fee instead?

  28. Jimmy Guest

    I've been using Marriott for my work trip for years, and most of the time I had an unpleasant experience with the front desk staff. Now I use Holiday Inn and wow, what a difference in friendliness. Also, Holiday Inn has the most comfortable beds, and they ways serve hot breakfast.

    1. Shaun Guest

      After reading through the comments on this story, wow. You people and your behavior is exactly why you cant get good customer service in hotels anymore. I worked in the hotel industry for 10 plus years at the big 3 (Hilton, Marriott, IHG) and will never work in a hotel again due to guests undeserving pretentious behavior. Grow up and stop treating front desk agents and management less then you because your company pays for...

      After reading through the comments on this story, wow. You people and your behavior is exactly why you cant get good customer service in hotels anymore. I worked in the hotel industry for 10 plus years at the big 3 (Hilton, Marriott, IHG) and will never work in a hotel again due to guests undeserving pretentious behavior. Grow up and stop treating front desk agents and management less then you because your company pays for you to stay 100 nights in a hotel. I can guarantee you the guest in question here was being unreasonable in their response to whatever miscommunication was going on over ten bucks. Management doesn't just call the police for no reason. Good luck to you all. Hotel loyalty programs are a scam and they don't care about you.

    2. SJC New Member

      I totally agree. As an IHG Diamond Ambassador, I would say that Holiday Inn service is even better than some Intercontinental hotels. Much better elite recognition plus benefits.

  29. David Starnes Guest

    Since COVID, and I hate that scapegoat, but service, in general, has fallen. Where I often stay, I'm on a first name basis...and it's cool. But, when I venture to "new" properties I often feel less than, a most welcome guest. Often, I'm on other's credit cards/accounts...I'm still staying 100+ nights in a hotel per year. I appreciate all the little things. The extra pillows, late check out...the observance of Do Not Disturb. Yes, you...

    Since COVID, and I hate that scapegoat, but service, in general, has fallen. Where I often stay, I'm on a first name basis...and it's cool. But, when I venture to "new" properties I often feel less than, a most welcome guest. Often, I'm on other's credit cards/accounts...I'm still staying 100+ nights in a hotel per year. I appreciate all the little things. The extra pillows, late check out...the observance of Do Not Disturb. Yes, you do all this on the app, but bam, bam, bam...despite the sign on the door too!? I'd love to be an uncover guest...there are hotels that simply rock! And, then there's staff even at higher end properties that....let's just say, fail miserably. I feel like they can't wait until I leave! Next!

  30. Terrence green Guest

    Yes this is how they act now something very similar happened to me at the renaissance St. Louis airport

  31. iamhere Guest

    If the hotel was unwilling to comply they should have said to take it up with Marriott and required he pay. The chance of Marriott doing anything about it is slim. Marriott corporate used to get involved and/or give people reasonable compensation based on such events, but these days they basically push it down to the hotel. This said, it may be more successful as the request came through corporate. On the other hand if...

    If the hotel was unwilling to comply they should have said to take it up with Marriott and required he pay. The chance of Marriott doing anything about it is slim. Marriott corporate used to get involved and/or give people reasonable compensation based on such events, but these days they basically push it down to the hotel. This said, it may be more successful as the request came through corporate. On the other hand if they were going to call the police, I would have paid the $10 or whatever it was and dealt with it later. THe time involved to deal with the police etc would not be worth it. Marriott needs to control these extra fees that hotels seemingly can get away with. I was once charged a package delivery or storage fee and did not know about it in advance.

  32. Elaine Chambers Guest

    I will not be staying at that hotel. I expect a certain amount of decent from any Marriott hotel I stay in.

  33. Jay Guest

    I had a similar experience recently with a Marriott Rewards program issue. I called corporate Marriott while on property. They were as unwilling to assist as the manager on duty, and equally as unconcerned about the lack of resolution of the issue. Since COVID, amenities are reduced, service is lacking and hotels seem content with the new normal.

  34. Heywood Guest

    Lifetime Platinum Elite, just got my luggage LPE luggage tags in the mail a week ago. Yay. Haven't got an upgrade since the Clinton Administration. Here's my revenge at a Courtyard hotel. I travel solo for work, but I book the room for 2 people, 95% of the time it's the same price as it would be for 1 person.

    The Courtyard Platinum Elite F&B/ Breakfast benefit is $10 per guest per room per...

    Lifetime Platinum Elite, just got my luggage LPE luggage tags in the mail a week ago. Yay. Haven't got an upgrade since the Clinton Administration. Here's my revenge at a Courtyard hotel. I travel solo for work, but I book the room for 2 people, 95% of the time it's the same price as it would be for 1 person.

    The Courtyard Platinum Elite F&B/ Breakfast benefit is $10 per guest per room per night, so I get an extra $10 by booking for 2. Makes up for the recent breakfast price inflation and gets me back to the "free breakfast" I was promised back when being Platinum meant something ...

  35. Hobbs Guest

    Stayed at the Hampton Inn Chester in VA during a drive up the I95. Hilton Diamond parking out front. The lady at check in offered me and my guest water and snacks despite that not being my chosen MyWay benefit. Although everyone gets breakfast at the Hampton, the hotel was more than generous lining up to go bags for guests to grab in addition to the hot one that was already offered. I’ve received upgrades...

    Stayed at the Hampton Inn Chester in VA during a drive up the I95. Hilton Diamond parking out front. The lady at check in offered me and my guest water and snacks despite that not being my chosen MyWay benefit. Although everyone gets breakfast at the Hampton, the hotel was more than generous lining up to go bags for guests to grab in addition to the hot one that was already offered. I’ve received upgrades at each of my European stays. I currently bookended a free night certificate with two Amex FHR reservations due to availability at the Waldorf Edinburgh Caledonian. The hotel honored the Amex $100 (€75) credit for each separately reserved night while upgrading my room for the entire stay. That, plus Amex Platinum annual $200 FHR credit, plus Amex Offers’ current $100 of $500 spend at said Waldorf…. Three nights’ stay, two nights paid, $400 off.

    Let’s just say I have yet to step foot into a Marriott.

  36. Bruce E Rittenberg Guest

    Marriott has fallen so far. Starwood RIP. In the last 30 years I have spent nearly 1000 nights at Marriott related properties. Now I only stay at their properties if we have no other choices. We have not stayed at a Hilton for 20 years and yet because of AMEX PLANTINUM we pretty much have the same benefits as we get being Bonvoy Lifetime Platinum. Marriott has lost a loyal customer who spent atleast 25...

    Marriott has fallen so far. Starwood RIP. In the last 30 years I have spent nearly 1000 nights at Marriott related properties. Now I only stay at their properties if we have no other choices. We have not stayed at a Hilton for 20 years and yet because of AMEX PLANTINUM we pretty much have the same benefits as we get being Bonvoy Lifetime Platinum. Marriott has lost a loyal customer who spent atleast 25 nights a year for over 20 straight years. I hope many many formerly loyal and happy Starwood members will take this opportunity to boycott Marriott. One person makes very little difference to Marriott but thousands would. Marriott is the bully on the block. The only reason Marriott even bought Starwood was so they could monopolise the Loyality Market. Something they have long been trying to do. Shame on them for being so transparent. I hope it eventually turns around and bites them in the you know what. Please can't we unite against tyranny?

  37. Mark Guest

    I had something like this happen to me at the Abingdon, Va. Fairfield Inn.
    I was given the wrong room key by the hotel manager because she was frustrated with a young employee she was ineptly training at the time and wasn’t paying attention to what she was doing. Anyway after I entered another guests room I went straight back to the Lobby When I approached her about what she had done she got...

    I had something like this happen to me at the Abingdon, Va. Fairfield Inn.
    I was given the wrong room key by the hotel manager because she was frustrated with a young employee she was ineptly training at the time and wasn’t paying attention to what she was doing. Anyway after I entered another guests room I went straight back to the Lobby When I approached her about what she had done she got defensive, acted irate and blamed her mistake on me. Long story short she threatened to call the cops on me (because I pointed out her carelessness) if I didn’t leave. I was with a female at the time so we left quietly. If I were by myself I would have pushed it further but I didn’t want to make a scene in front of my lady friend. The manager should have lost her job for 1. giving out the wrong room key and 2. causing a major disturbance to cover up her incompetency, but with the labor shortage I’m sure she’s not only kept her job but I bet she’s been promoted to regional manager.

  38. Hazel Guest

    Some people aren't meant to work in customer service jobs they have no appreciation for people or value their business standards, rules or satisfaction of service so pick your employees very carefully because sometimes qualifications do not matter

  39. Disappointed in Hilton Honors at Canopy Guest

    As a Hilton Diamond member, recently I was denied a room upgrade at the Hilton Canopy hotel in Grand Rapids, Michigan solely because I was using my HH points to pay for the room. There were rooms available for an upgrade, but the supervisor who was assisting check-ins informed me that the Hilton “system” would not allow him to provide a room upgrade to someone who was using HH points rather than paying. When I...

    As a Hilton Diamond member, recently I was denied a room upgrade at the Hilton Canopy hotel in Grand Rapids, Michigan solely because I was using my HH points to pay for the room. There were rooms available for an upgrade, but the supervisor who was assisting check-ins informed me that the Hilton “system” would not allow him to provide a room upgrade to someone who was using HH points rather than paying. When I explained that I’ve never been denied an upgrade at a Hilton while using points, he repeated that the “system” would not allow him to provide an upgrade because I was using points to stay there. I asked Hilton about this via the Hilton website, and received a reply that I’d be receiving a response, but weeks later there has been no reply from either Hilton or the Canopy. Does anyone know if only Canopy hotels deny upgrades to Diamond members using points, or is this a practice that is more widespread within Hilton? Need to know for planning future stays. Thanks.

    1. SJC New Member

      It is probably this particular hotel’s system of not allowing upgrades on awards/points stay. I have stayed at a Hilton property before as a Diamond member and they were very generous with the upgrade even on points stay. I have stayed at an IHG property before and they provided a suite upgrade on a paid stay as a Platinum Ambassador (now, I am a Diamond Ambassador). Someone else who stayed at this hotel on an...

      It is probably this particular hotel’s system of not allowing upgrades on awards/points stay. I have stayed at a Hilton property before as a Diamond member and they were very generous with the upgrade even on points stay. I have stayed at an IHG property before and they provided a suite upgrade on a paid stay as a Platinum Ambassador (now, I am a Diamond Ambassador). Someone else who stayed at this hotel on an award stay was not given an upgrade as a Platinum member because of this reason (no upgrades on awards/points stay). So, it is probably something that has more to do with the individual property rather than the corporate policy, which I don’t think denies upgrades on awards/points stay. Yet, overall, Hilton and IHG have been very generous for upgrades. Apparently, better than Marriott based on comments here. Most likely, Asia based properties of Hilton and IHG are much better.

    2. Mel Guest

      I'm Diamond and staying on free night Amex certs next week at a Waldorf... my upgrade just got processed automatically last night.

  40. Jay Guest

    If a hotel employee says you have to pay for something, then pay for it. Otherwise, it is stealing. If you think you were denied a benefit, take it up with corporate at a later date.

  41. Raffy E. Guest

    It's not surprising me as I notice bad iteracton with Marriott Florida and really desapionted to know that I become a member to such a low service.
    They lost me and many others who keep reading about it. R.E.

  42. Peter Howard Guest

    I so miss Starwood!!!!!

  43. Libby Guest

    I stayed in that hotel about 4 years ago. The attitude of employees was terrible. They could care less. It was very disappointing. It is a one time tourist stop and they know you won’t be coming back.

  44. Mary Alice Guest

    Wait until you get a load of the managers at Wayne NJ Courtyard! Majid and Valerie are incompetent as they come! Avoid!!

  45. Anthony Joseph Guest

    I have written about the issue of Marriott executives kowtowing to franchise owners of Marriott properties. This continues to sully the Marriott brand. It is disappointing that you don't get what is marketed on the Marriott. I used to love Sheraton because one could get a consistent experience globally. But now, I have had multiple negative experiences. I am a lifetime Titanium member but feel no loyalty to Marriott.

    1. retired gambler Guest

      @Anthony Joseph - if lifetime why are you loyal at all? I'm lifetime Titanium and also lifetime elite on AA and DL (3 million miles on each). Then I am top or next to top level with every major chain through credit cards or status match. Finally Caesars Diamond Plus (through gambling) and MGM Rewards Gold (through Hyatt match). Lifetime status (and having status with credit cards or ongoing matches is basically lifetime status) frees...

      @Anthony Joseph - if lifetime why are you loyal at all? I'm lifetime Titanium and also lifetime elite on AA and DL (3 million miles on each). Then I am top or next to top level with every major chain through credit cards or status match. Finally Caesars Diamond Plus (through gambling) and MGM Rewards Gold (through Hyatt match). Lifetime status (and having status with credit cards or ongoing matches is basically lifetime status) frees you from any loyalty! I fly and stay with whomever works best for me on any individual trip without regard to which program I'm in. That is the beauty of 35 years of heavy travel - at this point I don't have to get on the hamster wheel to keep "earning" status so have ZERO loyalty to anyone. Life is good!

    2. Kevin Guest

      No such thing as a "LIFETIME TITANIUM" member.... I stay over 100 nights a year... LIFETIME PLATINUM... yes.... I wish therewas a lifetime titanium!

    3. Ralph Guest

      There is certainly a lifetime titanium status. Anyone who earned lifetime what-at-that-time-platinum (before plat was devaluated) at the time of the SPG / Marriott merger was granted Lifetime Titanium. It was a one time thing, but they are grandfathered into lifetime Ti forever.

  46. Lai Guest

    This is Billy Rubin territory!!

  47. Shsne Guest

    Had a similar situation in Fort Wayne, no cops though

    The staff really doesn’t understand what they can and can’t do, and certainly don’t understand hospitality.

    1. Chris Guest

      There’s a lot missing here, particularly what this looked like from the employee’s view.

      People who work in hotels ( and many other service fields) have been exhausted by the past three years. Their tolerance for rudeness or history from guests is in many cases very low, probably lower than it should be. But the police do not make a judgement about that. If a hotel staff member calls the police to evict a guest,...

      There’s a lot missing here, particularly what this looked like from the employee’s view.

      People who work in hotels ( and many other service fields) have been exhausted by the past three years. Their tolerance for rudeness or history from guests is in many cases very low, probably lower than it should be. But the police do not make a judgement about that. If a hotel staff member calls the police to evict a guest, the police will do it. The business has the right to ask just about anyone to leave.

      It’s frustrating, but there days getting team members is harder than getting guests. That is the background against which management at the property will view this. It is also the background for Marriott.

  48. STEFFL Member

    Cops called . . .
    maybe because, it was shoplifting at the end, because of a 4,- USD difference?
    Grab-n-Go Breakfast at that property (according to Bonvoy Webpage) starts at US$ (from!) 14,-
    So the Bonvoy Welcome Bonus of USD 10,- would NOT get you far!

  49. Kate P Guest

    Unfortunately in general people usually interprete the benefits to there benefit. I agree Marriott should be more clear and consistent with Elite benefits. But there is never a good reason to belittle staff. And as a employee I can say this happens. Remember a simple rule"you get more done with sugar apposed to vinegar" you are dealing with a human being please be respectful. If a hotel is sold out there is simply no more...

    Unfortunately in general people usually interprete the benefits to there benefit. I agree Marriott should be more clear and consistent with Elite benefits. But there is never a good reason to belittle staff. And as a employee I can say this happens. Remember a simple rule"you get more done with sugar apposed to vinegar" you are dealing with a human being please be respectful. If a hotel is sold out there is simply no more rooms available. Don't argue the fact ask for a
    Manager and carry on like your the only person on earth. When you call for reservations, get off your car phone, speaker phone, speak clearly, with limited back ground noise. So that we may be as accurate as possible with your reservations.

  50. Joe Guest

    Don't ever go to the Marriot again if they treat you like garbage . Customer service is everything for a business. It takes months to find a customer but a few seconds to lose one over bad service.

  51. James Hastings Guest

    Hotel members are most definitely not free to leave the chain... They have to pay Marriott the $they would have made if they would have remained with the flag.,..

  52. Luther B Guest

    Stay another hotel chain- the Big M like alot of companies today don’t care

  53. Joseph Curcio Guest

    Funny thing is that a few years ago while traveling with my family, we had a different but equally discouraging experience at the Niagara Falls Marriot. Our car was looted by the Marriot Valet Service and we were misled and lied to by Marriot. In the end, no compensation was made and we simply abandoned our Marriot elite status in favor of Hilton Honors. Haven't looked back and have found Hilton properties to provide terrific...

    Funny thing is that a few years ago while traveling with my family, we had a different but equally discouraging experience at the Niagara Falls Marriot. Our car was looted by the Marriot Valet Service and we were misled and lied to by Marriot. In the end, no compensation was made and we simply abandoned our Marriot elite status in favor of Hilton Honors. Haven't looked back and have found Hilton properties to provide terrific value and the personnel to be reliable and professional. Thank you Marriot for opening us up to the positive experience of being a loyal Hilton Honors member.

  54. Sammy Eppel Guest

    If you want a good one, I have been a Marriott owner for 30 years, attained platinum for life status 10 years ago and have never, not once received an upgrade. Clear?

    1. Paul Guest

      Are you only staying at popular high end properties? Or maybe courtyards and Fairfield's?
      As a gold member, I often got uogarded... Even on a five night award stay.
      As platinum and now especially as titanium, I frequently get uogarded.
      There are plenty of problems with the chain... And I fear it will get worse now that platinum can be purchased via credit card.

      But I find it hard to buy that ten years as platinum never got you a single upgrade.

  55. PreferNotToSay Guest

    I am a hotel GM. In my experience 95% in the past six years tell any lie they have to, to get their money back. No hotel will waste the time to call cops fill incident reports etc. Questions to ask:

    Did the guest come down during breakfast hours to get breakfast? If they didn’t, they can’t get compensation for a breakfast they missed.

    $10 is F&B credit. NOT a cash redeem if the guest...

    I am a hotel GM. In my experience 95% in the past six years tell any lie they have to, to get their money back. No hotel will waste the time to call cops fill incident reports etc. Questions to ask:

    Did the guest come down during breakfast hours to get breakfast? If they didn’t, they can’t get compensation for a breakfast they missed.

    $10 is F&B credit. NOT a cash redeem if the guest did not use it..

    How did he / she address the employee? Was she being talked rudely? When she said she cannot give, the guest should have gone to Marriott because that is where she sent the guest to..

    Don’t trust every word of what the guest says..Being at the front desk is the most aggravating job.. There are too many Karen’s in the guest portfolio.

    1. PB Guest

      Sounds like a Jail warden than hotel GM.
      There is a reason why customers to hotel are called guests. Hosts are to err on the side of making especially frequent guests comfortable. Even if the guest was wrong, the agent could have politely told him/her that the guest can have it, but it will be charged later if the manager doesn’t approve.
      Hospitality business is not for the impatient and hostile. Guests have...

      Sounds like a Jail warden than hotel GM.
      There is a reason why customers to hotel are called guests. Hosts are to err on the side of making especially frequent guests comfortable. Even if the guest was wrong, the agent could have politely told him/her that the guest can have it, but it will be charged later if the manager doesn’t approve.
      Hospitality business is not for the impatient and hostile. Guests have diverse backgrounds and have visible and invisible baggage. The hotel staff and property will pay a price for this.

    2. Willieron Guest

      The benefit is not $10 towards breakfast, it is $10 F&B, which can be used for anything, at least the way the T&C's are written. From the T&C's - "United States, Canada, Europe: 500 Points per Stay or U.S. $10 F&B credit per night of Stay for Member"
      Since you are incorrectly interpreting the T&C's I can only assume you are a Marriott manager.

    3. Bruce E Rittenberg Guest

      That's what you are paid to do Bubba. If you don't like dealing with Karens get a real job. I am sick and tired of earing about fat cat GMS sitting on their you know whats making excuses for their employees. Instead train them properly so they don't screw up. Remember that the customer is always always right. That idiot desk clerk should have bitten their tongue and accommodated. And in the meantime you need...

      That's what you are paid to do Bubba. If you don't like dealing with Karens get a real job. I am sick and tired of earing about fat cat GMS sitting on their you know whats making excuses for their employees. Instead train them properly so they don't screw up. Remember that the customer is always always right. That idiot desk clerk should have bitten their tongue and accommodated. And in the meantime you need to grow up. Maybe you could use some remedial hotel management training? Also using proper grammar might make you look better too.

  56. Mike H Guest

    This is why everyone should just climb the Hilton ladder instead, I’m only gold but have never ever been denied a status benefit, even when they’re sold out or at high occupancy you still get upgraded and still get that sweet sweet late check out. I have Marriott gold, but it’s never a better experience.

    1. R. Guest

      I'm the guest in question in the post. I've been toying around with the idea of a Hilton status match and splitting my loyalty for a while but never got around to it. This incident was certainly the catalyst for me to finally pull the trigger on it.

      If/how much business I split between Marriott and Hilton in the future I guess will depend on how Marriott CS comes back to me with a resolution.

  57. The Joe Guest

    Maybe he learned?
    I recently went to an extreme to avoid giving Marriott my money.
    While I stopped staying after burning my remaining points at Al Maha (amazing place), we still had a free night leftover from a CC we cancelled earlier this year. Decided to do a staycation. Mistakenly didn't check parking rates, showed up at the hotel to find they blocked off self-parking, and valet was $45 a night. So we...

    Maybe he learned?
    I recently went to an extreme to avoid giving Marriott my money.
    While I stopped staying after burning my remaining points at Al Maha (amazing place), we still had a free night leftover from a CC we cancelled earlier this year. Decided to do a staycation. Mistakenly didn't check parking rates, showed up at the hotel to find they blocked off self-parking, and valet was $45 a night. So we drove home, and ordered an Uber to the hotel (ended up being $35 RT, after tip).
    Front desk then asks whether we want points or breakfast, we say breakfast, and they tell us it's across the hall without any explanation of what "breakfast" includes.

    So we go to breakfast at a chain restaurant that's on property, and I decide to check with front desk about the benefit. It's $20 credit.
    We have the restaurant bill $20 to the room, and pay the rest directly. If it takes even a $0.01 away from Marriott, it was worthwhile.

    Marriott deserves active avoidance (within reason) and hatred. Obviously do your level best to be respectful to the people who are just working for them, to the extent they are willing to be respectful to you.

  58. Anita Guest

    The hotel should always favor its clients, especially when the clients are at their Platinum level. Hyatt is my favorite hotel brand and I would be upset too if I were treated this way.

  59. Tom Guest

    @John Doe - Yes, airlines routinely do compensate their passengers when the experience isn't up to par due to broken equipment, etc. Domestically, I primarily fly Delta, and I have been awarded SkyMiles numerous times when I've had slight issues, like my seat having a broken IFE, etc.

    1. Jimmy Guest

      I've been using Marriott for my work trip for years, and most of the time I had an unpleasant experience with the front desk staff. Now I use Holiday Inn and wow, what a difference in friendliness. Also, Holiday Inn has the most comfortable beds, and they ways serve hot breakfast.

  60. John Doe Guest

    Do Airlines give anything for free? Travelllers pay hefty fees for an airline seat for only a few hours of palne ride, but in hotels guests stays for average of 12 plus hours and comparatively pay less. Why is that only there are expectations of give ways from Hotel? Are brands going too far to please the guests as Hotel owners expense?

    1. Another Steve Guest

      The expectations are based on the described benefits of loyalty. If programs dont want to fulfill the benefits, they should simply say so. They don’t say that though, because that would indicate that loyalty has limited value

    2. Samo Guest

      1. Do hotels pay for a fuel to take you across the planet during those 12+ hours
      2. People expect hotel benefits because they are published and marketed.
      3. Hotel owners are free to leave the chain. What they can't do is to benefit from the brand and customers who come for the perks they were promised and then not give it to them.

  61. DenB Diamond

    Niagara Falls is particularly bad for EPF (Elite Pampering Failure) incidents. Staff deal with so many unrefined people they arent attuned to the expectations of high status guests. Best advice: Travel in SE Asia

    1. STEFFL Member

      .... or Europe or Middle East! ;-)

    2. Regis Guest

      Or South America. Anywhere but the US!

    3. Eve Guest

      Or the Oceania regions m, heck even Russia treats elites better. I received two suite upgrades at the former Ritz Carlton due to my status

      Like Regis pointed out, anywhere but US for elite status on hotel loyalty programmes

  62. Brant Guest

    This is exactly why I only stay at properties which charge an exorbitant resort or destination fee. If I’m going to get ripped off, I like to know about it up front!

  63. HooNedict Guest

    I’ve been in few similar situations so not surprised by at all. Some of these hotel employees(and so called supervisors) are not informed on the elite benefits or just don’t care.

  64. Mike Guest

    In these situations, always good to be firm for what you paid for and were promised, but if it's clear that the situation is escalating or you're dealing with someone who absolutely can't or won't change their (wrong) decision, it's better to roll with it and call customer service afterwards. This happened to me at the Beverly Hills Marriott -- they refused to give free breakfast nor any upgrade (multiple standard suites available) despite Titanium...

    In these situations, always good to be firm for what you paid for and were promised, but if it's clear that the situation is escalating or you're dealing with someone who absolutely can't or won't change their (wrong) decision, it's better to roll with it and call customer service afterwards. This happened to me at the Beverly Hills Marriott -- they refused to give free breakfast nor any upgrade (multiple standard suites available) despite Titanium status; I said 'ok' and called customer service. Customer service was able to get the hotel to upgrade me to a suite AND comped me somewhere in the neighborhood of 45k points as well, which I was more than happy to take instead of free bad breakfast :P

    In my experience, Marriott customer service is not good on most days, but when it's a black and white issue with a paid stay, they will usually make it right even if it is after the fact.

    1. Lee Guest

      Mike, the problem becomes when the elite member experiences a "situation" at property after property. Denial of this benefit or that benefit, property after property. At a point, a person asks, "What am I really getting out of this elite status?" For me, having been an Ambassador for years and having read the experiences of so many others, I exited hotel loyalty programs for free agency . . . and have not looked back.

    2. Lee Guest

      PS - Call customer service? Even the Ambassador Team was useless.

    3. Jonathan Barr Guest

      It's actually a $20 credit because it is $10 per person per stay for up to two elite plus one. So if you are a couple it's $20. I have had EVERY SINGLE Courtyard I've stayed at try to only give my wife and I $10. Always have to show them the website and they always say ok this one time!?!?! It is in writing, just honor your promises. I had a Courtyard night clerk...

      It's actually a $20 credit because it is $10 per person per stay for up to two elite plus one. So if you are a couple it's $20. I have had EVERY SINGLE Courtyard I've stayed at try to only give my wife and I $10. Always have to show them the website and they always say ok this one time!?!?! It is in writing, just honor your promises. I had a Courtyard night clerk updlgrade me for my one night stay, then they tried to add $120 the next morning for my "complimentary platinum upgrade". I told them if you have upgrades available, then I should get it complimentary, by definition you gave me an upgrade, so it was available and therefore complimentary. This always just embarrasses my wife so we never stay at Courtyards anymore. Had better luck at Sheraton and Westins and JW.

  65. Lee Guest

    The elite member DESERVES such treatment. Any person who still buys into the lie of Marriott elite benefits DESERVES such treatment. When will people learn?!?!?! The one surprise, though, is that the guest then asks the items be charged but the hotel person calls the police. Marriott has become Hertz. But, then, maybe it should not be a surprise.

    1. Brian Gasser Guest

      Hotel loyalty programs get you a points mutliplier and a $10 food voucher that hasnt been raised for years to match inflation. You shouldnt expect anything else.

    2. STEFFL Member

      .... i need to pull out my Swahili dictionary, because i did NOT understand 1 line you said! :-o

Featured Comments Most helpful comments ( as chosen by the OMAAT community ).

The comments on this page have not been provided, reviewed, approved or otherwise endorsed by any advertiser, and it is not an advertiser's responsibility to ensure posts and/or questions are answered.

Lee Guest

Mike, the problem becomes when the elite member experiences a "situation" at property after property. Denial of this benefit or that benefit, property after property. At a point, a person asks, "What am I really getting out of this elite status?" For me, having been an Ambassador for years and having read the experiences of so many others, I exited hotel loyalty programs for free agency . . . and have not looked back.

3
Pete Guest

I feel like I need to call the cops on the decor of the room in the header photo. It’s laughably, pitifully bad; like Zsa Zsa Gabor was given a big dose of acid and $100 to decorate the place.

1
Heywood Guest

Lifetime Platinum Elite, just got my luggage LPE luggage tags in the mail a week ago. Yay. Haven't got an upgrade since the Clinton Administration. Here's my revenge at a Courtyard hotel. I travel solo for work, but I book the room for 2 people, 95% of the time it's the same price as it would be for 1 person. The Courtyard Platinum Elite F&B/ Breakfast benefit is $10 per guest per room per night, so I get an extra $10 by booking for 2. Makes up for the recent breakfast price inflation and gets me back to the "free breakfast" I was promised back when being Platinum meant something ...

1
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