There’s a positive update for Marriott Bonvoy elite members at the newly opened St. Regis Chicago…
In this post:
St. Regis Chicago will offer elites breakfast
The St. Regis Chicago just opened as of last week, and it’s a property that many Marriott Bonvoy loyalists have been excited about. Unfortunately some of that excitement was diminished by the property’s disregard for elite members.
Marriott Bonvoy Platinum, Titanium, and Ambassador members, are entitled to their choice of 1,000 bonus points or complimentary continental breakfast when staying at St. Regis properties, per Marriott Bonvoy’s published breakfast benefits.
Well, for whatever reason, this hotel decided it didn’t want to offer breakfast to elite members, so it made up its own rules. It claimed that the hotel’s restaurant was run by a third party, and therefore breakfast wasn’t an option. That’s not how that works, though:
- There are plenty of St. Regis properties with restaurants run by third parties, and they still offer breakfast
- There’s no exclusion in the Marriott Bonvoy terms & conditions that allows these types of games
There’s a positive update, after quite a bit of backlash. The hotel will now be doing what it should have done all along, and will honor Bonvoy breakfast perks for elite members. I’m going to go ahead and guess the hotel won’t be particularly generous with this benefit, but that’s better than nothing.
A couple of thoughts about this situation
I’m happy to see this resolved, though I have a couple of thoughts.
First of all, what was the hotel thinking when it tried to implement this policy? Obviously hotels are individually owned, and a lot of owners are greedy, and not aligned with the overall mission of the hotel group. But the whole point of having Marriott manage properties is that the company is supposed to ensure that brand standards are met.
How exactly did the meeting go when they just decided they weren’t going to offer breakfast to elite members?
“Hey, so what are we thinking in terms of breakfast for Bonvoy elites?”
“Meh, let’s just not do that.”
“What do you mean?”
“Let’s just claim the restaurant is run by a third party, and therefore isn’t eligible for that benefit.”
Were there then just crickets in the room? Everyone went along with that?
Similarly, I’m amazed how several people in the comments section basically argued that there was nothing wrong with what the St. Regis was doing, and that if you’re spending $800 per night, you can also afford to pay for breakfast.
If I’m understanding this correctly, the argument is essentially that “hey, you’re rich, you can afford to not get what you paid for.” That’s an interesting perspective. I think maybe St. Regis properties should just stop offering in-room coffee machines, towels, and toiletries. Rich people can afford to bring those themselves, right?
That of course doesn’t even address the fact that many people splurge on a trip for a special occasion, might be redeeming points, etc.
Bottom line
The St. Regis Chicago has backtracked on its no breakfast policy, which is good news. I’m happy this happened quickly, before another St. Regis got any ideas about a cost cutting initiative. The fact that this hotel tried to play this game makes me less enthusiastic about staying here in general.
What do you make of the St. Regis Chicago backtracking?
So this property just opened and you have two articles about this. There are games regarding extra fees and breakfast played by hotels all the time and they do not go reported....Unsure how this benefits most of your customers.
Honestly getting the COMPLIMENTARY Breakfast is more satisfying to an Elite from the point of view of being recognized as such by (a) the brand and (b) the property. It is not about the money or the savings. Additionally, it provides an opportunity for the Elite guest to invite guests to breakfast for which revenue is earned by the property. Has always been an incentive for me to have breakfast meetings when traveling on business....
Honestly getting the COMPLIMENTARY Breakfast is more satisfying to an Elite from the point of view of being recognized as such by (a) the brand and (b) the property. It is not about the money or the savings. Additionally, it provides an opportunity for the Elite guest to invite guests to breakfast for which revenue is earned by the property. Has always been an incentive for me to have breakfast meetings when traveling on business. The Chicago property was just plain cheap and greedy with their attitude. Instead of displaying the "generosity" and "grandeur" of that the St Regis brand meant (God bless the Astors) .... it demeaned it.
What's up with Chicago Marriott's? The The LaSalle Chicago, Autograph Collection, said same thing - run by 3rd party so they can only give you a piece of bread and orange juice for breakfast.
"Similarly, I’m amazed how several people in the comments section basically argued that there was nothing wrong with what the St. Regis was doing, and that if you’re spending $800 per night, you can also afford to pay for breakfast.
If I’m understanding this correctly, the argument is essentially that “hey, you’re rich, you can afford to not get what you paid for.” That’s an interesting perspective. I think maybe St. Regis properties should just...
"Similarly, I’m amazed how several people in the comments section basically argued that there was nothing wrong with what the St. Regis was doing, and that if you’re spending $800 per night, you can also afford to pay for breakfast.
If I’m understanding this correctly, the argument is essentially that “hey, you’re rich, you can afford to not get what you paid for.” That’s an interesting perspective. I think maybe St. Regis properties should just stop offering in-room coffee machines, towels, and toiletries. Rich people can afford to bring those themselves, right?"
You weren't understanding it correctly, so your counter-argument is a bit off...
Any surprise this is Chicago? A town run by mobsters and Obamas. And who I their right mind would spend $800 a night in Chicago to get mugged and mobbed by a bunch of "youth groups"...
What an asinine and not true comment.
Much better than countryside with MAGA white trashes who can't even spell.
The US is just full of scam hotels, airlines, and scam artists in general. What a joke. To thank you for your loyalty and spending $800/night, here is a 1000 points (worth what, $7?) instead of breakfast that is arguably worth a lot more than that.
The W Lakeshore plays the same game, has done for years. Titanium phone support backs their claim that they don't have to offer breakfast because the restaurant in the lobby is third party.
That hotel is pretty lousy (small and outdated rooms), so the only reason to stay there is the below-average rates for that tier of hotel. At least the lake views are nice, so that's better than nothing.
“ Similarly, I’m amazed how several people in the comments section basically argued that there was nothing wrong with what the St. Regis was doing, and that if you’re spending $800 per night, you can also afford to pay for breakfast.”
Well! There are plenty of Marriott paid users who earn their livings by trolling on the net with only one purpose, defending the program.
Does it really have to be so complicated????!!!!!!
Ok Avril Lavigne.
Glad to see them making the right decision. I would hope Marriott made this happen themselves once seeing the bad press.
It's funny to me that these management companies think they're being taken advantage of by greedy Marriott elites. If they don't find any value in having Marriott Bonvoy members stay, then they shouldn't use Marriott for their hotel brand.
I can guarantee I would never stay at this property if it wasn't a St Regis and that's likely the case for many of their guests. They want all of the benefit of the loyalty halo without any of the related cost.
I feel like you should go check it out now. Interesting that breakfast is debuting in their Japanese restaurant. While mostly traditional breakfast items, they still have some cool stuff on the menu like pork belly fried rice. I imagine breakfast will shift to the Italian restaurant when it opens later this year. Curious if they'll be offering a fixed credit, an entree choice, or provide a poor continental corner of pastries and coffee.
Pork belly fried rice is about as "cool" as bacon mac and cheese.
F***ing white people, man.
Bacon Mac and cheese is pretty cool.
Racism is disgusting as are racists.
@Lucky delete for hateful racism please.
Also hateful against delicious Asian-inspired cuisine.
Why on earth would anyone go check it out now? As Antonio wisely said in a previous comment, now it is clear that they lied, to elites and to the public. Who would be foolish enough to patronize an establishment run like that?
@XPL for content and to keep them honest. If someone like Lucky goes in there and rips them apart for drifting from brand standards, it will help discourage this type of behavior or similar in the future.
lolllllllll Sel, D. might be best friends with the Uber head of diversity who was placed on leave recently for whining about racism towards white people.
You can't be racist towards white people because they are the oppressor race !
It’s okay, not surprised you’re at SFO. That lady at Uber is about 5-10 years ahead of the curve, we’ll get there.
Your argument that certain races can’t be racist, is well, racist. And categorically false. You’re clearly latching on to a politically-motivated racist redefinition of the word created in an extremist echo chamber.
Even if it was true (which it isn’t) what you said is still 100% hate speech.
It’s okay, not surprised you’re at SFO. That lady at Uber is about 5-10 years ahead of the curve, we’ll get there.
Your argument that certain races can’t be racist, is well, racist. And categorically false. You’re clearly latching on to a politically-motivated racist redefinition of the word created in an extremist echo chamber.
Even if it was true (which it isn’t) what you said is still 100% hate speech.
@UA GS @ SFO, while I agree with the pork belly fried rice sentiment, please refrain from using the term “white people” along with some kind of denigration. As a non-white person, it’s a very cringey, undereducated-Gen Z-TikToker colloquialism that’s sadly become socially acceptable. It also sounds unhinged and makes us all look bad.
Eh, people were poking fun of "white people" long before the Gen Z-TikToker thing became a thing. Most non-white people don't find it cringey or uneducated...and heck even some white people feel the same.
https://stuffwhitepeoplelike.com/
Oh man, that's a relief. I can now book my stay there knowing that I'll get a free hotel breakfast.
Tell us you missed the point without telling us you missed the point.
First, upmarket hotel breakfasts tend to be very expensive at retail rates. This is not a trivial freebie.
Second, F*** YOU!!!!!!!!! Stop bootlicking and start standing up for consumers. Consumers didn't even write the provision in the Bonvoy terms that breakfast should be free. Marriott wrote it, Marriott and consumers agree to those terms, and Marriott needs to uphold its end of the bargain. I frankly don't give a DAMN who owns the hotel because...
First, upmarket hotel breakfasts tend to be very expensive at retail rates. This is not a trivial freebie.
Second, F*** YOU!!!!!!!!! Stop bootlicking and start standing up for consumers. Consumers didn't even write the provision in the Bonvoy terms that breakfast should be free. Marriott wrote it, Marriott and consumers agree to those terms, and Marriott needs to uphold its end of the bargain. I frankly don't give a DAMN who owns the hotel because that's not relevant under the Marriott system where people are booking for the brand, the consistency, and the accountability.
Third, there is a broader issue here that is beyond this hotel. There are definitely other hotels cheating Marriott customers out of benefits. I remember a decade ago staying at Westin Philadelphia when SPG was still around. An elite member asked for a late checkout and the receptionist said it was "based on availability." The member did not push back. He got SCREWED.
These issues are so prevalent that it is needed consumer advocacy to highlight bad actors, especially prominent upmarket hotels, over and over until GREEDY AS F*** owners get the message that if they want to fly under the Marriott flag, they better DELIVER THE MARRIOTT BENEFITS which are not even that great compared to Hyatt.
Maybe if I mention Hilton, DCS will show up. I gotta hand it to him. He bootlicks for a better hotel chain compared to Marriott.
"Maybe if I mention Hilton, DCS will show up. I gotta hand it to him. He bootlicks for a better hotel chain compared to Marriott."
Concur.
TravelinWilly, tell us you missed the sarcasm without telling us you missed the sarcasm.
I see it as a lot more basic than room rate, the wealth of guests, etc. Whether it is a $800 room or a $200 room, a property signs up to be part of the Marriott portfolio. That means they benefit from the marketing of that brand, one component of which is the elite guest program. By choosing to benefit from being part of that program, which no doubt funnels guests to the property, there...
I see it as a lot more basic than room rate, the wealth of guests, etc. Whether it is a $800 room or a $200 room, a property signs up to be part of the Marriott portfolio. That means they benefit from the marketing of that brand, one component of which is the elite guest program. By choosing to benefit from being part of that program, which no doubt funnels guests to the property, there are certain responsibilities for the property, one of which is free breakfast for elites. Period. Those are the terms to which they knew and implicitly or explicitly agreed when they took the St. Regis branding. If they don't want to accept that commitment, find another brand or go independent. This to me is a very basic question.
The St. Regis Chicago seems like a boondoggle.
First, it was originally planned as a Chinese wonder.
Then that fell through and it became a St. Regis. Looking at the photos of the hotel, the rooms don't look any nicer than the J.W. Marriott in Chicago. The decor/furnishings just don't look on par with what you would expect at a St. Regis.
Second, Chicago already has several established five-star hotels, including the...
The St. Regis Chicago seems like a boondoggle.
First, it was originally planned as a Chinese wonder.
Then that fell through and it became a St. Regis. Looking at the photos of the hotel, the rooms don't look any nicer than the J.W. Marriott in Chicago. The decor/furnishings just don't look on par with what you would expect at a St. Regis.
Second, Chicago already has several established five-star hotels, including the Peninsula, Four Seasons, Ritz-Carlton, Waldorf Astoria, and Trump. At a time when offices still haven't recovered, crime is on the rise and Chicago is losing residents, who are the customers for the St. Regis? Admittedly, the Ritz-Carlton is kind of a fake Ritz-Carlton as it's one of two or three licensed Ritz-Carltons that isn't owned or managed by Marriott, but I struggle to see a nearly 400-room five-star hotel making money in the current operating environment.
Fourth, I wonder if this is any kind of indicator that the Ritz-Carlton is leaving Marriott. Like I said, it's a licensed property that only joined Marriott in 2015 and remains operated by Sage Hospitality. I've stayed there and it was more like a good Sheraton or Marriott, not a Ritz-Carlton.
The Waldorf in Chicago is a Waldorf in name only. When the game is rent-a-name, it all becomes meaningless.
"The Waldorf in Chicago is a Waldorf in name only."
Nailed it.
When that property originally opened as the Elysian ~13 years ago, it was out-of-this-world fantastic amazing wonderful (big rooms, very nice amenities, a firm no-tipping policy, the works). Everyone was nervous with Hilton took it over, and over time, those concerns seem to have been warranted (sadly).
Can you give examples of what this means? What's wrong with the Waldorf in Chicago?
Park Hyatt Chicago is arguably a better property than all but maybe the Peninsula on your list.
Langham.
Good for them, they righted a wrong. Only after the serious high pressure from blogs like this, Flyertalk, phone calls directly to the hotel, etc.
According to comments posted at View from the Wing, the owner of the St. Regis in Chicago also owns Pyramid, a well-known management company/franchisee that regularly cheats Marriott elites out of benefits at its properties. Look up their property in Honolulu, the Laylow Autograph Collection, on FlyerTalk.
White Lodging is another crooked operator. They have properties such as JW Marriott Charlotte, Hotel Distil Louisville, Marriott downotown Indianapolis, JW Marriott Indianapolis just to name a few. They do not like elites
Good to know about the Laylow's tactics, it's always on my radar but I haven't stayed there.
The author continues to get Marriott's elite benefits WRONG.
The "continental breakfast" benefit is actually the lounge benefit that ONLY applies at certain non-resort legacy Marriott brands. At those properties, a guest is entitled to a choice of 750 points or continental breakfast in a restaurant.
The benefit that the St. Regis in Chicago failed to provide is the elite welcome gift, which at certain legacy Starwood properties is a restaurant breakfast (NOT CONTINENTAL!).
The author continues to get Marriott's elite benefits WRONG.
The "continental breakfast" benefit is actually the lounge benefit that ONLY applies at certain non-resort legacy Marriott brands. At those properties, a guest is entitled to a choice of 750 points or continental breakfast in a restaurant.
The benefit that the St. Regis in Chicago failed to provide is the elite welcome gift, which at certain legacy Starwood properties is a restaurant breakfast (NOT CONTINENTAL!).
At the legacy Starwood properties like the St. Regis in Chicago, eligible elites get to choose between 1,000 points, an amenity, or a restaurant breakfast. Failing to offer a choice of all three options is $100 cash compensation. I really don't understand why the author, Ben, can't get this right.
Another reason why TripAdvisor scores are unreliable. Despite people giving this hotel 1 star reviews, TripAdvisor is ignoring everything that isn't a five star score and saying this hotel has an average rating of 5 still.
It's may be that TA doesn't calculate the average on-the-fly, but instead does it at periodic intervals, hence why it looks wrong
No, if you sort by Most Recent, the oldest entries are actually also extremely negative. There is only a single 5 star entry that was posted (chronologically speaking) in the middle, and it was the only one that counted.
Now the score is slightly lower, but still doesn't reflect the average score (of even just the old scores).
But if the restaurant operation belonged to a 3rd party there Will be some contract signed, paid and agreed and suddenly in 2 days policy change and contract broken, so its clear they lied .. Now im sure ill wont ever go there....
Marriott as a whole has been stiffing elites. I just checked into the JW Essex in NY and was told there were no upgrades. My colleague checked in and was given a suite. I’m ambassador and he’s titanium. I went back down and they mysteriously had one.
Various benefits are either not available or not given at the properties I’ve stayed at this year.
Simple Question: If you can't trust them with the little stuff, how can you trust them with the big stuff?
I wonder if the hotel's 1.3 star google rating had anything to do with the policy change XD. Not the momentum you want to start with then opening a hotel... entirely their own doing.
It was just intended a way to block points/award stays from receiving breakfast. I'd think most bookings paid in cash would be through programs like FHR/Virtuoso/Marriott Stars which would require breakfast to be provided
What is the source of the this backtracking rumor?
I would not hold my breath that they will reach out to any elites that have already stayed there and apologize and refund the breakfast cost or issue points, right?
When a St Regis misbehaves and Marriott knows about it and does nothing, it's Marriott's fault. My takeaway from this story is that bad press can sometimes correct these things, after the fact. But Marriott doesn't correct them proactively. When I read online hotel rankings, Marriott never ranks highest in Elite Recognition.
When most of your guests are elite then nobody is an elite.
Just look at SkyClubs. Can't say Amex didn't have part in this too.
Thank you for your additional thoughts dismissing the 'if you can afford the St. Regis, you can afford breakfast' nonsense. We splurge sometimes and/or use points and we pick the Regis because it includes breakfast. We don't eat enough at breakfast to justify spending 30+ dollars for it.