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?!
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
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?