Marriott commented on a March call or news release that brand standards, which properties are required to adhere, and could be fined if not, have been suspended due to the Covid-19 pandemic.
A reader sent us a question back in March about a walk situation at Marriott property. We confirmed with Marriott that Elite Benefit Guarantees were first waived through July 5, then until September 15, and now until December 31, 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.
Marriott Elite Guarantees:
How To Check What Benefits Are Available?
Understandably, Marriott has eased brand standards due to the Covid-19 pandemic. What I don’t understand, however, is that there has been zero communication from Marriott directly to program members.
How difficult is it to get an email out?
Marriott has already extended these waivers twice, and it wouldn’t surprise me if they continue (or perhaps yanks the guarantees altogether) until the pandemic is over sometime in the second half of 2021.
We have received messages from readers who have been surprised by the lack of benefits (no lounge access, no breakfast, no late checkouts, no early check-ins, no housekeeping, etc. ) or who have been walked without any compensation.
Marriott has now launched a separate website with property specific information about what services and benefits are available and which have been suspended.
How difficult is it to provide breakfast, lounge benefits at open F&B outlets (if lounge closed), upgrades, and late checkouts for elite members?