How does Marriott treat you as an elite?

[jase05]

Not sure who you try next. was happy with Accor but currently at Pullman brizVegas cbd and it is hopeless re any status recognition

I haven’t stayed there for a while but they were really excellent with status recognition once upon a time so disappointing to hear

 

[Duffa]

Hi.
Travelling to Hawaii and staying at Royal Hawaiian Luxury resort booked via Bonvoy website. Am Gold Elite through Amex
Benefits state I am eligible for room upgrade on arrival S.T.A.
What are my chances and do I need to remind them when I get there?
Any advice gratefully received

Duffa

 

[Daver6]

Hi.
Travelling to Hawaii and staying at Royal Hawaiian Luxury resort booked via Bonvoy website. Am Gold Elite through Amex
Benefits state I am eligible for room upgrade on arrival S.T.A.
What are my chances and do I need to remind them when I get there?
Any advice gratefully received

Duffa

Can't comment on this hotel, but I'm also gold elite via Amex. I've stayed at a few different Marriott hotels and never received a proper upgrade. The best I've got is a preferred view. Remind them at check-in, but set you expectations to nothing and that way you won't be disappointed.

 

[dairyfloss]

Hi.
Travelling to Hawaii and staying at Royal Hawaiian Luxury resort booked via Bonvoy website. Am Gold Elite through Amex
Benefits state I am eligible for room upgrade on arrival S.T.A.
What are my chances and do I need to remind them when I get there?
Any advice gratefully received

Duffa

If it's quiet you might get lucky, but best to temper expectations in Hawaii (or anywhere in the US, for that matter) with Bonvoy.

If the visit is tied to a special occasion of some kind, then perhaps look at reaching out to them via the app chat feature after online check-in has opened (usually 2 days out), and let them know what it is, and that it would be appreciated if they can do anything to make it more special.

Other than doing that, you're in the hands of the gods, the front desk agents, and the three tiers of Bonvoy elites above you as to what happens! Good luck though - it does occur from time to time!

Cheers,
Matt.

 

[drron]

Very unlikely at the Royal Hawaiian. It is a very popular hotel and always full over winter and early spring. Hawaiian beach front hotels are all popular. We got a fantastic upgrade at the Sheraton Waikiki but that was because we were friends with the GM at the time not due to my LTP.

 

[11110000]

Property: Melbourne Marriott Hotel
Status: Platinum
Dates: 6-10 Feb 2023
Booked: Standard
Rate: $270 (corporate)
Received: Suite

 

[Stevo.1702]

Property: The Westin Brisbane
Status: Titanium
Dates: 13 - 15 Dec
Booked: Standard King
Received: King Suite

A superior Balcony Suite was showing in the Marriott app before check-in. We arrived at the hotel at 3:20pm and were told our room was not ready (no verbal mention of an upgrade). We said that was ok and left out bags to go and walk through the botanical gardens.

At 4:15pm the hotel called saying our room was ready. Despite the late preparedness, the check-in staff were polite, personable, and efficient. The restaurant at hotel was closed for breakfast so the staff indicated all guests in the hotel entitled to breakfast will be served inthe club. Staff said a welcome gift of 1000pts is the best choice as breakfast was already provided.

Room was spacious and very clean. As advertised.

About two hours later a bottle of wine and a handwritten note were delivered signed by the staff member who checked us in. I didn't note down the wine but it was definitely better than what was served in the Club.

The Club was quite impressive. The only other Australian experience I have is the Sheraton Grand in Sydney and I much preferred this Westin. Way less crowded, with good canapes and self-serve wine, sparking, and beer. Spirits were available through the staff.

I think W Brisbane, unsurprisingly, is a better Marriott choice but depending on the price points I'd happily stay here again. I've yet to try the Marriott proper and the four points.

 

[drron]

The Marriott and 4 Points not as nice but have stayed at the 4 points a few times due to the price being significantly lower.

 

[Duffa]

Very unlikely at the Royal Hawaiian. It is a very popular hotel and always full over winter and early spring. Hawaiian beach front hotels are all popular. We got a fantastic upgrade at the Sheraton Waikiki but that was because we were friends with the GM at the time not due to my LTP.

Got an upgrade to partial ocean view without asking. They had my pre-booked room available at 10.30 am and offered it to us immediately or wait for upgraded room to be cleaned. Chose latter. Received text at 12.20 to say room ready. Official check in time 3pm.
Not bad!!

 

[knagelli]

My partner is Gold Elite and has a booking at JW Marriott in Auckland for 21 Feb - 24 Feb . Is there a possible that we get auto upgrade based on Gold Elite status or do we have to ask at the time of checking in. ta

 

[Stevo.1702]

As Gold they will likely receive an upgrade to a better room after any other higher category guests. I've usually found that an upgrade will show up in the app about 24 hours prior.

I always like to reach out the hotel 48-24 hours prior letting them know what time I will likely be checking in, any special occasion for the visit and let them know I'm excited to be staying with them. Not sure if this helps in any way but I believe it's polite which can often be enough of a differentiation.

Best of luck

 

[ChrisGibbs]

Property: Fiji Momi Bay
Status: Ambassador Elite Lifetime Titanium
Dates: 15/2/23 - 19/2/23 (4 nights)
Booked: Duplex Lagoon Bure, Villa, 1 King, Terrace
Received: Duplex Lagoon Bure, Villa, 1 King, Terrace

Checked-in and advised of breakfast amenity. No upgrade provided. Transferred to the room and found the Room Wifi and Room Telephone weren't working. Rang front desk and they advised they would get right onto it.... Day 1 - No response, Day 2 - No response. Prior to dinner on Day 2 went to the front desk to speak with Duty Manager. He apologised and offered a $FJD500 credit plus a room upgrade to an over water bure. We received the $FJD500 credit however the over water bure didn't materialise and we were transferred to another Duplex Lagoon Bure, Villa, 1 King, Terrace with working Wifi and Phone. On departure did online checkout and transferred to the Airport and noticed we had been charged for breakfast. Rang the hotel and they advised we would received a $FJD347.97 credit for the breakfast amenity with a 7-14 day ETA on crediting back to my Amex. Total charges were circa $FJD5,500 including $FJD847.97 credit for 4 nights.

Emailed the thread of conversation with the hotel to the Ambassador team. Sophia advised she had opened up a customer service file and she would credit 2,000 Service Recovery points.

After 1940+ nights over 20 years in Starwood now Marriott Bonvoy programs service levels continue to fall significantly with the Marriott "Elite" program no longer passing the test.

 

[albyd]

Property: Westin Melbourne
Status: Gold through AMEX
Dates: 23/3/23 - 24/3/23 (1 night)
Booked: Standard Room
Received: King Deluxe

I usually stay at Westin or Sheraton when I visit MEL. I don't usually get an upgrade as a gold as I'm assuming it's very common - especially with free loaders like me getting it as part of Amex membership.

I was pleasantly surprised with my room. I was thinking wouldn't be able to swing a cat but had heaps of room in the upgraded room on a higher floor. I even received a welcome message and Starry Night Nougat which lasted all of 5 mins. Wish I was staying the weekend now.

 

[drron]

Marriott Plaia D’El Ray Resort Obidos, Portugal.
Lifetime Plat.
Booked lowest level King room.
Received Ocean view king.
Plus breakfast, 1000 points, free drinks, Small bottle cherry liquor with chocolate and coupon for free bottle of wine in their top restaurant.

But when we got to our room a ring from the restaurant. That night it was a wine dinner and no bottle of wine only wine pairing for 50% off at 75 euros a head. No thanks Mrsdrron only drinks dry white wine.

 

[drron]

Sheraton Cascais resort.
Booked basic king .
Received 1 bedroom suite with kitchenette.
Breakfast as amenity.
Waters, fresh fruit and macaroons as well as some spa creams and a 20 euro off voucher for the spa.

 

[wannabeinvestmentbanker]

Property: Westin Melbourne
Status: Gold through AMEX
Dates: 23/3/23 - 24/3/23 (1 night)
Booked: Standard Room
Received: King Deluxe

Good to see the team looking after you! This is basically my second home with 100+ nights there so hard to fault any of the staff.
Doing one night at Hilton tonight and it feels wrong, not to mention highly underwhelming

@chrissgibbs - you’ve been having a rough trot of late. What do you think it’s down to?

 

[ChrisGibbs]

Good to see the team looking after you! This is basically my second home with 100+ nights there so hard to fault any of the staff.
Doing one night at Hilton tonight and it feels wrong, not to mention highly underwhelming

@chrissgibbs - you’ve been having a rough trot of late. What do you think it’s down to?

Pre-pandemic and pre-Bonvoy the service levels provided for long term SPG Lifetime Platinums were exceptional. I don't believe we will ever revert to these service levels again.

Pre-Pandemic under the Marriott Bonvoy program the Elite service levels dropped significantly. Post pandemic, over the last 12 month, travelling domestically in AU the likes of the Westin Melbourne, Sheraton Melbourne, W Melbourne would upgrade you as they saw you as a regular. Travelling to the USA (Boston, NYC, Philly, LA, Orlando, Maui, Honolulu) saw upgrades being provided 20-30% of the time. Travelling through Asia has been a challenge with zero upgrades the likes of the Westin Tokyo (Ebisu) knocking Elite members back from entering the lounge on weekends and peak times as it had reached capacity. Resort locations like Fiji, while charing premium $'s, appear to be struggling with consistent staffing levels which impact service levels. The Ambassador Elite service desk is essentially non existant. If you have a query regarding a hotel reservation they simply give you the email for the concierge at the hotel who may or may not get back to you....

Being a P1 LTP with QF I am experiencing Accor Live Limitless (ALL) Platinum. My experience across hotels like the Sofitel in Darling Harbour are very good and the service levels are great. Some of the hotels in regional NSW - Kiama, Wollongong, Newcastle are also good albeit quite expensive...

 

[wannabeinvestmentbanker]

Appreciate the response and definitely get the sentiment. Hotel loyalty seems a particularly fickle game. I’ve always discounted Accor but maybe it’s worth a shot given the broad coverage.

I’m yet to stay at too many Marriott’s outside Aus but it’s a shame to have such low expectations.

 

[Kscf]

Sheraton Melbourne hotel
Lifetime Platinum
Booked: Standard room
Received: Larger room, city view

Took a 6 AM flight from BNE as that was the only flight with J available (had to hear lot of curses from P2 for making her wake up at 3 45).

Reached hotel around 10 15 and was not expecting a room - had called in a few days ago to combine resverations - her work was paying for 1 night and we used points for another but forgot to ask early check in.

Initially said no rooms available but manager did some override and unlocked the Larger guest room. They said they would have a suite at standard check in time but we were very tired and needed some rest so took the room.

Its a nice room but a weird layout with the bathroom having a window to the bedroom, it does have blinds which would not come down - had to call maintenance. They did come immediately and fixed it

The bathroom door would not close properly as well. But everything else seemed nice.

The property does not have a lounge and they were very short staffed during breakfast on both days we stayed.

No wait staff bothered to come and ask for anything - granted its a buffet but this was a bit strange.

They did give us 2 drink coupons for house drinks - I took a beer and P2 took wine, both were very good drinks.

They gave us macaroons and chocolate covered strawberries which were awesome.

Stayed here as I am trying out different properties for each visit. Not sure if I would stay here again - will try W or ritz next.

 

[JWILLS]

Always get top treatment by the staff at Sheraton in Pretoria South Africa - spent close to 100 nights over 10 years usually get a upgrade - never request they do it - sometimes to the Executive Floor which gives you drinks and free snacks at no cost. The rooms are great, great food choice, restaurant, bar, Meeting rooms, internet PC free, pool , hairdresser, gym , outdoor area looking over parliament and great security - highly recommend.