Marriott Suspends Brand Standards & Loyalty Guarantees

by John Ollila

March 31, 2020

Reading Time: 3 mins read

Marriott commented on a recent call or news release that brand standards that properties are required to adhere, and could be fined if not, have been suspended due to COVID-19 pandemic.

A LoyaltyLobby reader sent us a question yesterday about a walk situation at Marriott property and a reply that he had received from Marriott’s customer service.

You can access Marriott’s page for Elite Guarantees here.

Here’s the email that a reader received from Marriott:

Thank you for contacting Marriott Bonvoy™ Customer Care. I am sorry about the confusion regarding Marriott Bonvoy Elite Benefits at this time.

The evolving situation caused by COVID-19 is creating a very challenging business environment, therefore requests for compensation for the Guaranteed Lounge Access, Guaranteed Room Type, and the Elite Welcome Gift guarantee are currently not being granted.

We will keep you updated on all loyalty program changes through our Marriott Bonvoy member benefits website. I apologize for any inconvenience this may have cased.

REMOVED., we value your loyalty as a Marriott Bonvoy Titanium Elite member, and we look forward to welcoming you again soon. Please let me know if there is anything else you need assistance with.

UPDATE: There apparently was two separate cases from a reader:

1. Was in a property that asked me at 10.30am to leave before 1pm. They need to give the place to government for quarantine of returning citizens. The government asked foreigners to leave.

I told them that I was more than upset and ask for compensation: they refused.

I have booked by myself to another place and still waiting for them to come back to me after my complain. One stay shorten and other stay canceled.

> this claim = waiting for answer and will not give up, it’s just not acceptable as they will make money with the government, no force majeur here.

2. I checked in to another property (paid for the stay, as no compensation) but no welcome gift so based on the fact that I was not in the mood for poor elite recognition (just walked out).

I asked for compensation based on T&C, for the principle. For weeks I pay for hotels without anything open and poor service. They refused thee compensation and try to not know this compensation, mentioned another option (we post you the points, etc). After talking with director he told me he will not apply this T&C and received the email In copy from marriott.

> this claim = still open but I will give up, I will not beg them for this compensation but will remember.

Here’s the question:

Got a feedback about how marriott properties do not respect any T&C those days and walk out guests without prior notice those days (2.30 hours) in my case.

Here are Marriott Elite Guarantees:

Marriott Bonvoy Platinum, Titanium & Ambassador Elite Welcome Gift-Guarantee (Remember To Collect The Cash)

Conclusion

Understandably, Marriott has eased specific brand standards due to the coronavirus (COVID-19) pandemic.

The response that the reader received from Marriott doesn’t, however, indicate that the “walking” guarantee for elite member guests would have been discontinued.

I would be understanding under the current operational environment if the offending hotel has moved the reservation to a higher quality one.