Marriott Extends Brand Standards & Elite Benefit Guarantee Suspensions Through September 15, 2020

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 reader sent us a question back in March March (read more here) about a walk situation at Marriott property and a reply that he had received from customer service. We confirmed with Marriott that these guarantees were first waived through July 5 (read more here), but have now been extended until September 15, 2020.

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

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:

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 Covid-19 pandemic. What I don’t understand, however, is that they have had zero communication to elite members that there are no guaranteed benefits.

It wouldn’t surprise me if Marriott continues these waivers (or perhaps yanks the guarantees altogether) until the pandemic is over sometime in the second half of 2021 or 2022.

We have received messages from readers who have been surprised by lack of benefits (no lounge access, no breakfast, no late check-outs, no early check-ins, no housekeeping, etc. ) or who have been walked without any compensation.

For me, it all boils to expectations and what the hotel has communicated to the guests. They should be upfront on what services are provided and not hide behind waived brand standards and elite guarantees. It shouldn’t be challenging to have a warning on their Marriott page what services are offered and what has been suspended?