Marriott commented on a March 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 March too (read more here) about a walk situation at Marriott property and a reply that he had received from Marriott’s customer service. We have confirmed with Marriott that these loyalty guarantees are waived through July 5, 2020.
You can access Marriott’s page for Elite Guarantees here.
READ MORE: Marriott Bonvoy Rate & Bonus Points And Miles Promotions
Here are the Elite Benefit Guarantees (now waived):
Here’s what we covered in March:
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:
Conclusion
Understandably, Marriott has eased specific brand standards due to the coronavirus (COVID-19) pandemic. What I don’t understand, however, is that they have had ZERO communication to elite members that there are NO benefits guaranteed, NONE.
It wouldn’t surprise me if Marriott continues these waivers (or perhaps yanks the guarantees altogether) and gives properties greater leeway what they offer to guests disguised as a response to Covid-19 when the reality is purely to prop up the profits.
The reason why I decided to cover this again is that travel is finally picking up. We have received several messages this week from readers who have been surprised with the lack of benefits (no lounge access, no breakfast, no late check-outs) or who have been walked (owner has several hotels and keep selling Marriott that is closed and escorting guests to a Hilton) without any compensation.
Why should we have to call hotels to make sure that they are open and not walking guests to Hilton (you don’t get even stay credit or point) or have lounges open or serving breakfast?
It doesn’t bode well for Marriott’s long term success and survival if guests start losing confidence in booking their affiliated hotels.
Do you have some insights on how Hilton is managing this?
Have they also waived all elite benefits?
No they haven’t. Maybe no breakfast but that depends on what state they are in.
No one has waived all elite benefits. Dear lord. This site is great for taking one anecdotal story from the author and then trying to apply it as a company wide policy that’s running rampant everywhere.
Marriott is stating this to inform elite guests that yes, things may be a little different for the next few months while hotels try to recoup from two months of 5-10% occupancy and having furloughed almost their entire staff. So if you think you’re going to demand full compensation because the lounge or restaurant was closed, it’s not going to happen.
If its clearly a situation where the hotel is trying to take advantage of the situation, then take it up with the GM to work something out. This would clearly be an outlier and not a typical experience.
Lounges that are open have limited seating. Most pools gyms are closed still. Upgrades are still available. Diamond guests do not get upgrade from smallest room to penthouse. You will get 1-2 tier upgrade on average at most 4-5 star properties. Expect to have to fight to get a very large suite. I book what I want when I travel anything extra is great. I will ask the desk if they have any upgrades based on status if they haven’t mentioned it at arrival. I will sometimes ask what they have for cash upgrades if it is a special stay. Upgrade rates at front desk are 3x to 4x cheaper than paying for room off Hilton website
We had a reservation that was cancelled. Honestly wasn’t bothered as we were notified 2 months in advance. The hotel we booked into has the lounge closed. It is what it is.
Its particularly “thoughtful” that Marriott Bonvoy has conveyed absolutely none of these changes to its elite members (such as myself) via a simple e-mail blast notice update. In Arne’s process of the death of SPG and Bonvoy benefits by a thousand cuts (and using Covid-19, Riots, etc. as an excuse) these benefits will not likely come back, nor will this LT Platinum guest.
Because its not across all hotels not is it standard practice. If you honestly think all the benefits are gone or will be going away, then you are just acting like a spoiled entitled member during a time of a pandemic who expects all previous benefits all the time despite the fact most hotels have been running 5-10% occupancy. You can’t expect this and if you are feel free to go to another chain which is experiencing the best exact same thing.
Pretending oh noes all my benefits are gone forever and never coming back (if this were true marriott would not be able to keep up with their competitors making it a horrible business strategy no one would actually do) is a horrible attitude to have. Go travel right now and after 5 or 10 stays tell me what horrible issues you’ve run into. My guess the worst will be along the lines of “the restaurant was still closed” or “there weren’t water bottles in my room”.
Not sure what your issue is. I am not expecting much during a pandemic or a riot. As someone who stays in hotels 150+ nights a year and has had 8 stays since March, all I really need is hot water and a quiet room, and I will put up with less.
Having been in a corporate Fortune 50 HQ management position, Yes, the benefits will go away and never come back. My point is, pre-pandemic, there was a serious erosion in Bonvoy/SPG benefits, devaluations in point value, and an almost complete loss in customer service center support (which is critical given my travel schedules). From a business decision standpoint, the current situation will give Marriott the additional impetus to eliminate or further reduce Bonvoy benefits. They can afford to do so with their majority market share and market clout. Think how they made “resort fees” stick, when everyone was saying it would cost them business and/or that it was a stupid idea. Marriott has market dominance and can afford to dictate the market’s terms, the paying customer can accept it or reject it. Lets see where things are at in 2-3 years and continue the discussion. If you work for Marriott, please stop drinking the Bethesda Kool-aid. Remember what Marriott management’s compensation incentives are based on.
As a frequent paying guest, I just happen to really hate what Marriott management has done over the years to Starwood, Renaissance, Ritz-Carlton, and other great branded properties.
SPG is dead already?! Why compare a brand that’s gone already? Either u stay w/Bonvoy or leave.
Leave the brand. Simple.
The entire world is facing a pandemic and were about to witness the biggest economic crisis probably ever, and you guys are complaining about no Lounge Access or missing compensation for being walked.
You can be glad if your affiliated hotel is still operating after this.
And why should the hotel compensate anyone for government orders?
Use your common sense. There’s a freaking worldwide pandemic going on. People are literally dying and you are complaining that no one took you by the hand and told you your free breakfast wouldn’t be available. Get over yourself, grow up, and come back down to reality. Spoiled, entitled, self consumed, immature brats like yourself, are precisely what is wrong with modern day travelers.
@NexusMan. Before you start being all judgmental and critical, I am not “whining” about pandemic related service at a specific property. This “immature brat” is a 59 yr.old who has been a “road warrior” for 35+ yrs. I understand there is a pandemic going on and I am not expecting a free breakfast for my $195/nt Fairfield at this time. I have to travel during the pandemic & riots and it is not my personal choice. What I am complaining about is the general erosion of Marriott’s customer service and lack of communications in general (not just with Bonvoy). It started well before the pandemic. Marriott Corp. will use this “event” as the rationale (or excuse) for all sorts of adverse changes in the customer experience, much like they did after 9/11 or during the ’08 recession. I have not seen similar erosion in “customer relations” during this pandemic period from Marriott’s competitors. If fact, some of them have had very frequent and informative communications in my experience.
I am sure that members would have been understanding had these service reductions been clearly communicated to them and when they are withdrawn. You cannot even count the hotel being open that you book on Marriott’s website for tomorrow.
I just read elsewhere that Marriott has decided to suspend benefits through the remainder of this year, December 31, 2020. The announced it on Facebook supposedly.
Hospitality industry is dealing with low occupancy which means low staffing. Expecting it to run like a hotel at full capacity is ridiculous. Have a little understanding if things like the restaurant isn’t open. If you assume the restaurant is open, or the pool or fitness center, where have you been the last three months? Or you know, maybe take 30 seconds to call the hotel directly or text thru the Bonvoy app.
I know it’s rough as many travelers have gotten paid to stay at home these last few months to work and now have to hit the road again while massive hotel workers now have no job at all. Maybe show a little compassion and you’ll get some in return. Should you be kicked out of the hotel? Certainly not. Politely get in touch with the GM and explain the situation and see what can be worked out. This doesn’t mean you expecting your whole stay to be comped. Many hotels are franchised and barely keeping the doors open.
Should you be irate because some of the full service offerings are temporarily closed? Certainly not. Coming in with an entitled attitude that everything should be like it was back when you last traveled in February won’t get you anywhere, especially now when hotels know you can’t blast them with a 1 in every category on the survey. It’s a tough situation for everyone, so show a little compassion.
I agree we should show compassion but sadly, Marriott corporate is not. I am Titanium. I have owned Marriott timeshares for 20 years. Until now. Obviously, the resorts are closed and employees are furloughed but Marriott demands 100% of maintenance fees. Complete loss is on owner. So pay $5k for nothing or give back timeshares. I made the choice to give them back rather than pay for nothing. Marriott said this would take over 2 months because it was understaffed. Meanwhile, Marriott froze my Bonvoy account. I had 1.5 million points. Now, this business traveler who is starting to travel again, cannot make a reservation at a Marriott hotel and help get good employees off of furlough because I felt the timeshare policy was unfair to charge owners 100% while laying off Marriott employees at the timeshare and not being able open. We are all suffering with the pandemic. I offered to partner with Marriott because I have been loyal for 25 years. But this policy benefits only corporate. It doesn’t help the Marriott employees, the business travelers or the vacation club owners. I’m now back to weekly business travel and not staying at Marriott hotels because Marriott Vacation Club is too understaffed to take back the timeshares.
Well you can protest all you want but no matter how wrong you think it is, if there’s nothing in your timeshare contract about it, then yeah, you are still responsible no different than people still having to pay rent and mortgages.
You took it upon yourself to not pay so they froze your account if I read that correctly and now you’re blaming Marriott because you can’t use your account? You can’t honestly just decide that you think Marriott is doing something you don’t like so you’ll protest by ignoring the contractual obligations, right?
I’m not saying Marriott is in the right here, believe me, there’s a lot to criticize them for for furloughing all their hourly employees while top execs are still getting high salaries. But getting upset they froze your account because you breached the terms doesn’t seem very logical to me.
Read again. I accepted the offer to deed back the timeshares. No breach because my contractual choice was to pay (for something I thought had no value) or deed them back. Now I am waiting on MVC for the documents. While I wait, my Bonvoy account is frozen meaning I cannot make a reservation in the hotels. My app does not work. When I receive the documents is completely in control of MVC. It could be 2, 6, or 9 months. It is completely at the discretion of MVC. Do you think it is good business for the hotel side of the business to lose my weekly business travel during the time it takes the vacation club side to process documents? From a revenue point, my business travel expenses far exceed my timeshare fees. At this time, the hospitality industry needs its business customers back more than the customers need hospitality. And you are wrong. I don’t care my account is blocked because the points will be there whenever the documents are done. I have no need for the points now. What this has done is switch my business to Hilton where it will stay after the account is unblocked. The point is the same as the others being made. Marriott should value its loyal customers or we will be the competition’s loyal customers. The true losers—-the employees.
I have Marriott timeshares for over 20 yrs also. MVC gave us ALL alternatives to be able to use our week up until 2022 w/ exchange co. or using 2019 points until 2021. My other stand alone small timeshare weeks cannot even afford to do that for all their week owners! You should know what owning an ANNUAL week TIME share means???
My $3,000 maintenance fee 2BD deeded (not point system) Oceanview unit in Hawaii isn’t available for exchange in II. Views are stripped in II. The only way to get it is to own it or the points system which I did not pay more to join bc I used my EOY week. You cannot travel to Hawaii without quarantine for 14 days. I own an EOY even week. At the resort, beach and pool are closed. Limited takeout is available. My Spain week is summer season. My retired friends own 4 weeks in Hawaii. They are 70. They were told they could have 4 II certificates. 2 of their weeks came with 10 years of free golf. You don’t get free golf in II. I wouldn’t feel like it were so unfair if the employees had not been furloughed. But MVC cut its costs at the expense of owners and employees at a time when everyone has taken cuts. Don’t get me wrong. We loved our vacation experience until this. In crisis true character emerges. Not all properties cost the same and not everyone lost the same but the MVC didn’t care. Read the social media. And then corporate is doing the same on the hotel side. I may have walked away from MVC, but I was going to continue my hotel side loyalty. I stay some places so much I know the staff personally. Does it make business sense to turn away weekly hotel revenue? I called Bonvoy and said I’m trying to make 5 new reservations….and that’s how I found out the MCV document delay impacted my biz travel. The Bonvoy rep was very nice. She went to her manager. Apparently, this decision is made at “the umbrella” level. And maybe it was a policy before COVID 19. But it should be revisited for the hospitality industry.
I suggest that you go to TUG2.COM t/s forums and visit Marriott forum. Lotsa t/s owners in same situation.
Granted we should have patience but explain to me why they can’t give welcome points? Seems Hilton isn’t doing this so I will take my business to them. Marriott has been on a downward spiral lately as evident by their fearless leader who doesn’t really care about it’s elite members.
Stop spreading incorrect information. All guests are still getting welcome amenities and stay points. None of this has changed.
Taking an anecdotal story of a hotel that refused to give a late check-out does not indicate this is a widespread situation, because it’s not. I would say 99% of hotels will still grant you a late check-out based on your tier level. Yes, the lounge might be closed because the hotel you’re staying at has been running at 5-10% occupancy for the last two months.
The point is hotels are running with enough staff to try to keep the doors open, so that if you don’t get every single elite benefit guaranteed because of these abnormal times, people can’t take advantage to get cash compensation for the next six months.
Relax and be a little understanding. If its clear the hotel is doing something drastic on purpose then try to work it out. Most GMs or leaders will be understanding if it’s a legitimate issue.
Did you not read the matrix? It says welcome points or F and B credit will not be adhered to certain brands. I was not talking about points earnings for stays. I have been understanding but do not like the demise of a once great program for its elite members. I wish the Marriott family still manned the helm.
I don’t see this happening anywhere. Welcome points are still being issued. From the hotels I’ve been in contact with working in the industry, f&b credit for those low percentage guests that choose the credit over the welcome points are being offered for use in the markets while hotel restaurants are closed.
I would be interested in seeing any data suggesting guests are not getting their welcome benefits as these are built in the system and still are there now.
I was just going by what was in the matrix. I will see as I have a 39 day road trip coming at Marriott and Hilton. Well see.
I have yet to hear of a Marriott hotel denying welcome points to a guest. Its literally built into the system for the front desk agent to select at check-in.
💯💯
The key to success is to set the expectations right and then meet or, even better, exceed them. Hotels should clearly communicate what services are open and not take reservation knowing that they are closed and merely walk the guests a hotel belonging to another chain albeit with the same owner.
After 6 Marriott stays this week and a Hilton stay, everything has been cut for COVID cost cutting, to include the service, upgrades, late checkouts. Only thing provided now is cheap excuses for not providing anything and a bag with some crap muffins in them.
Being retired, our trips are pleasure only and traveling under these conditions would be anything BUT pleasurable! With 1.6 millions points we have not had many stays and been downgraded from Titanium to Gold. No lounge, no nothing but no matter. We expect to wait a year at least before traveling or even waiting for vaccine.
in times like these you would think people would be more understanding of unforeseen and unexpected sudden changes. I work for Marriott and 1/2 for almost 9 years we are having to redo everything in our daily procedures to help accommodate the guests that are still traveling or displaced most of the hotels to Marriott’s are franchise owned there for a lot of smaller companies own the hotels so if they were unable to keep their doors open that is not Marriott fault that is something at property level the franchise owners responsibility. Maybe just be thankful that there were still hotels open and people willing to put their loved ones at risk and themselves everyday to make sure you had a place to stay with or without your loved one none of this is perfect it’s trial and error by everybody I’m guessing everything must be going perfect and right in your life for being compensated for something that happened during the pandemic to be your top priority right now the rest of the world has real shit to deal with and more important things to worry about a couple hundred dollars because someone wasn’t able to accommodate you so sad.
This person sounds horribly entitled. If the government has requisitioned the hotel, and asked all foreigners to leave, that’s hardly the hotel’s fault.
Also, lounges are closed for the same reason restaurants are closed: The pandemic. Sorry you can’t get your free breakfast, but we’re trying to stop the spread of a deadly global disease.
And no, you can’t have late checkout, because we need to completely disinfect the entire room between each guest’s stay, and that kinda takes a bit more time.
People need to get over themselves. No, you don’t get your elite benefits. Suck it up, and be happy you’re not in the damned hospital. Better yet, go home!
They need additional time to clean rooms, yes…except there are so many unoccupied rooms that they could easily accomodate late checkouts. I understand the lack of restaurant/breakfast options, but you would think Marriott corporate would perhaps offer points in lieu, to those still travelling and staying at their properties. Points don’t cost the individual properties anything, and it demonstrates an appreciation and goodwill from the brand toward its most loyal clientele. They’ve got this ass-backwards. This type of situation is actually the perfect time to lead by example and gain a ton of goodwill from elite customers and non customers alike. Any extra points would be going to a handful of people still travelling, and we wouldn’t be reading stories about how they’re giving the middle finger to their elite membership. Smh…
Could they be more generous? Perhaps, but Marriott doesn’t own the hotels directly. They manage them for hotel owners for a fee. And the points aren’t free. The hotel owners pay Marriott for those points. And with occupancy down, the hotel isn’t making nearly as much money as before. So they have less money to use for awarding discretionary points to whiny elites.
As for Marriott’s part, they have already extended all elite statuses by a full year, so no one even has to go to a single Marriott hotel for the rest of 2020, and they will still retain their status until 2021. That seems pretty generous to me, and I’m the first one to try and game the system to get all the value out of it that I can. But there’s a time and a place for that, and this isn’t it.
Compensation for the US is clearly written. It will get a bit hairy quickly when referring to Europe, Asia, and other parts of the world and claiming compensation will be much more difficult. Unfortunately, their customer service is not as good as it used to be.
Haha, you people are funny. “Oh no, I didn’t get my courtesy points and I have had to deal with adjustments as a results of coronavirus. I should be exempt from life’s hardships because I am an elite member.” These programs foster entitled behavior unfortunately. Keep in mind: people have died, people have lost their jobs, people are suffering. On your deathbed are you still going to be holding a grudge? “Sonny, My one regret was that Marriott stopped offering their full service breakfast during the corona-virus. I know the government made them… but still… tell your kids to pick a different hotel.”
Many of you obviously work, or have worked in the hospitality industry. You seem to be forgetting the cardinal rule of hospitality: don’t make excuses. I used to teach food and beverage management at the college level, and the cornerstone of my teaching was “don’t make excuses”. People don’t care about the challenges you face, they care about the hospitality you provide. Marriott should be looking to set the standard among hotel brands in how to manage their clientele with generosity and grace, particularly during trying times. Instead they have dropped the ball, and no amount if excuses changes that.
Glad I left Marriott to Work for Hilton. Better Company. Policies are black and white most of the time and they don’t put out redemption / benefit charts that require a law degree to decipher. Glad to take reservations and help out those road warriors. Marriott does require agents to put a simple code in a line to make sure welcome points (500-1000)are issued. When it got busy sometimes it was missed by agents.
I feel sympathy for these guests that are left hanging. I work breakfast for a Marriott branded hotel, and am not recieving communication from them either. I am still furloughed, and have received no word on when I will be able to resume work. So I understand the pain of lack of communication. Us employees feel it too!!
So, I see a lot of back and forth happening with a ton of information. Some of that information is correct and some of it is not. The most important thing to remember is that there are two different types of hotel, one Marriott owned and operated and the other (90%) are franchised. Not all of these franchise hotels are owned or run by BIG management companies and some hotels are still trying top operate as a big business even though they are small. These hotels pay Marriott franchise fees which have been slightly reduced, but they are really just trying to make it out of this year still breathing. Even though we are offering less our service should not suffer and people should be more than compassionate and care more about that service than about the “perks” of travel. There will be a “new normal” of travel and our industry as a whole is still trying to figure out what that looks like. We have lost billions of dollars and people have suffered throughout this on both the business end and the personal end. Please be patient as we all try to navigate these whitewater rapids we call travelling and be prepared to lose some of the perks that we have all become accustomed to.
I’m sorry, but you’ve got this the wrong way around. Marriott’s clientele doesn’t “owe” the company or its franchisees anything. As I said in another post, if breakfast can’t be provided, lounge access isn’t available, or late check-out can’t be honoured, points in lieu (as a goodwill gesture and coming from corporate) would at the very least acknowledge that travelers have maintained THEIR loyalty during these trying times, and Marriott greatly appreciates this. Saying “sorry, but times are tough for us right now so we’re suspending what you’ve worked hard to earn” isn’t the right way to go. Elite perks aren’t “given” away, they are earned. It seems Marriott lost sight of this a long time ago so I’m not surprised that they’re actually leading by example in the wrong direction.