Many Marriott hotels, especially in the United States, have cut down on services, even at the full-service and luxury brands, using coronavirus as an excuse.
Marriott sent out a lengthy email late Friday, usually the chosen time to sent out negative information, about various services offered at their hotels. It is unclear whether these changes only apply to Marriott-affiliated hotels in the United States or if they are rolled out globally.
You can access Marriott Bonvoy here.
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Here’s the relevant part of the email:
| Daily Housekeeping Services |
| We know that this service is important and personal. Daily service is automatically provided at our Luxury hotel brands and available on request at our Premium or Select hotel brands. As always, if you have specific requests, we will do our best to honor those. |
Marriott Brands:
Luxury
The hotels should provide daily housekeeping service without having to request them at the following brands:
- Ritz-Carlton
- EDITION
- W Hotels
- Luxury Collection
- St. Regis
- JW Marriott
- Bvlgari
I would assume that these hotels also provide turndown service.
Premium
These brands can now skip daily housekeeping and provide it only if the guests request it:
- Sheraton
- Marriott
- Marriott Vacation Club
- Delta Hotels
- Westin
- Le Meridien
- Renaissance
- Autograph Collection
- Tribute Portfolio
- Design Hotels
- Gaylord Hotels
Select
These brands can now skip daily housekeeping and provide it only if the guests request it:
- Courtyard
- Springhill Suites
- Four Points
- Fairfield
- Protea Hotels
- AC Hotels
- Aloft
- Moxy
Long Stay
These hotels do not have to provide housekeeping services even upon request:
- Residence Inn
- Townplace Suites
- Marriott Executive Apartments
- Element
Many Marriott affiliated hotels have a separate website where they list services available:
You should check this to see what services are provided.
Remember To Check What Marriott Hotel Facilities Are Open On Specific (Hidden) Website
Here’s the email that Marriott sent out:
Conclusion
The pandemic has been a good excuse for the hotels to cut services they have previously associated with, such as open lounges, complimentary breakfasts, room upgrades, late/early check-ins/check-outs, daily housekeeping, turndown services, staffing the front desk adequately, etc.
Hotels need to be very careful, however. Why would I stay at a “full” service hotel if they provide the same level of “care” as select service or no-frills hotels or even Airbnb?
Daily housekeeping and sometimes turndown services are important to me, but I understand that they may not be to everyone.
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I’m definitely in the minority here, I’m pretty sure about that, because I NEVER want housekeepers coming into my room. I can change my own sheets and replace my towels AND dust etc. They can give me a toilet bowl brush and I’ll gladly clean my own toilet too. I just wish more hotels had toilet brushes already in the bathrooms.
I have a few marriot stays coming up, and thank goodness they are at Elements and Residence Inns, so I can avoid people coming into my room. And yes, people still carry the covid virus and they can keep it to their selves and their peering eyes into my personal belongings…..which is the main reason I don’t want people in my room. I’ve been traveling like this since day one.
When the guest requests it is an outright lie. 90 nights this year. 35 as part of stays. I have specifically asked for housekeeping this year and have been told by hotel properties they either a) do not offer housekeeping or b) offer housekeeping every three nights
Marriott does absolutely ZERO to properties that don’t comply. Ambassadors are toothless. Properties can do whatever they want. Benefits can be cut to save money. IMHO corporate has a wink wink arrangement with properties to help them recoup lost revenue by squeezing elite benefits
Corporate tells big spenders that properties need to do x and y but tells properties behind the scenes there will be no enforcement or penalties for being non compliant
Marriott isn’t alone on that topic. Hyatt is totally toothless as well. I couldn’t get Centric Waikiki to comp anything beyond a paltry 500 points. My concierge said they have the restaurant closed due to Covid (which is utter BS – nearly 80% of restaurants in Waikiki are open for indoor dining including two other Hyatt properties)
I realize it’s not about housekeeping, but elite benefits are supposed to be attainable, consistent benefits.
If you are a Hyatt Globalist on higher you can contact your WoH personal concierge in Omaha
I already tried that. They said the hotels are in control.
Does the hotel have a restaurant open that serves breakfast?
Negative. Hyatt Centric Waikiki has “restaurants on the ground floor” that are not part of the hotel – they left their own restaurant conveniently closed.
I should mention this isn’t uncommon. Lucky from OOMAT just panned Hyatt Carmel Highlands for the same reason. I’ve run into it several times at Hyatt Centric Fisherman’s Wharf. It’s the new way to make your 4-star hotel run on a 2-star budget.
I should mention this isn’t uncommon. Lucky from OOMAT just panned Hyatt Carmel Highlands for the same reason. I’ve run into it several times at Hyatt Centric Fisherman’s Wharf. It’s the new way to make your 4-star hotel run on a 2-star budget.
I’m definitely in the minority here, I’m pretty sure about that, because I NEVER want housekeepers coming into my room. I can change my own sheets and replace my towels AND dust etc. They can give me a toilet bowl brush and I’ll gladly clean my own toilet too. I just wish more hotels had toilet brushes already in the bathrooms.
I have a few marriot stays coming up, and thank goodness they are at Elements and Residence Inns, so I can avoid people coming into my room. And yes, people still carry the covid virus and they can keep it to their selves and their peering eyes into my personal belongings…..which is the main reason I don’t want people in my room. I’ve been traveling like this since day one.
On that check in form you when you make your reservation you can request one. 😀
Just hound the front desk and the housekeeping phone for a fresh supply of towels and then when you get them put the dirty ones outside your door. What are people paying $200+ a night for – to do their own linen laundry and make their beds, etc.? I’m far from a sloppy, dirty person and can keep the same sheets on the bed but I do want clean, dry towels and washcloths. How much more can they dumb things down to nothing ????
I have gotten to the point I get two Queen beds over king so I can sleep in fresh sheets for three or four night stays
“Marriott sent out a lengthy email late Friday, usually the chosen time to sent out negative information”
This exactly 100% and you got it right as to why/when they did it
Indeed. reminds me of a corporate employee unwritten rule many years ago (pre-email and text); don’t answer the phone of Friday afternoon! Good news will still be good Monday. Bad news (“you’re fired”) needs to be deferred as long as possible!
Expect massive devaluation in all programs. Members have continued to earn lucrative sign up bonuses and accrued a ton of points for hotels and airlines. That plus free night certs have been extended. Finding award nights will get harder at aspirational properties.
I am already seeing rewards redemptions available for 4 nights but magically the 5th night isn’t available so you can’t book. I’ve also seen Monday and Tuesday available but nothing else
I’ve seen beachfront property that appears to have a lot of occupancy but no rewards nights
I usually only stay one or two nights so not a problem for me. I think of all my stays in Hyatt and Marriott in Mexico this year I had housekeeping in every hotel where I stayed more than one night.
I have been lucky with daily housekeeping as well, and they tried to do a turndown service too at the Grand Hyatt where I am currently staying at (was having a nap).
There’s really nothing to ‘housekeep’ once my room is set up for my arrival. A note & tip to fd gets things refreshed. A tip & thank you in the room for when they deliver means all will be well.
That’s no different to before Covid.
OK so rates could ould reflect reduced services but that’s not going to happen and the difference would be insignificant so, don’t allow it to stress you.
Move on, ‘Don’t Look Back In Anger’
It’s a bright new dawn on a what could evolve into a better travelling future. So, let’s all relax, be extra patient, kinder & helpful to the staff, who all feel bad enough.
Ditto on our flights please.
soon, long stay hotels will emphasize their guest laundries and short stay properties that traditionally had a small kitchen will attract more customers with in-room washing machines and dryers!
I would love an in room washer and dryer on longer stays.
For your clothes, not the towels and sheets!
I have enjoyed the Hilton Vacation Properties for having them available, but they typically don’t offer breakfast, etc. Getting upgrades is like pulling teeth!
Yes, I know it is for your clothes and it is only the Vacation Properties that offer them. Only once did I stay in a Marriott Vacation Club and once is enough. There were definitely pros and cons. Pros are that you had a washer and dryer in the room and a small kitchenette area. The cons were many: Not having regular daily maid service, lack of upgrades like you mentioned. The property was very spread out and the wifi was terrible. I had trouble even being able to use my cell phone, calls would drop. The other thing I didn’t like is one towel for the pool that you needed to bring with you each time you went. At least I can say I tried it. Oh and like you mentioned no breakfast.
Yes, I know it is for your clothes and it is only the Vacation Properties that offer them. Only once did I stay in a Marriott Vacation Club and once is enough. There were definitely pros and cons. Pros are that you had a washer and dryer in the room and a small kitchenette area. The cons were many: Not having regular daily maid service, lack of upgrades like you mentioned. The property was very spread out and the wifi was terrible. I had trouble even being able to use my cell phone, calls would drop. The other thing I didn’t like is one towel for the pool that you needed to bring with you each time you went. At least I can say I tried it. Oh and like you mentioned no breakfast.
No feather duster…
…and all the clever, superior: ”I’m Platinum Elite” and “Well ‘I’M’ Ambassador” brigade collapse in a weeping heap and run to tell their daddy.
I’m NOT impressed.
Have not seen an email yet but recently returned from a stay at a Ritz Carlton and was told that they only offer housekeeping every other day. So not true that they are offering it everyday at the high end hotels.
That’s very strange. Stayed at Ritz Carlton Amelia Island in March and services were outstanding. Room service every day and turndown service
I’m in one right now. I was told the same thing you were (also that they need 24 hours notice), but they’ve attempted to clean my room every day. (RCR Waikiki)
Hey, I am staying at that RC in September what is the hotel like? Are there good places around the area to eat or shop? What would you recommend doing while we are in Honolulu (Waikiki)?
It’s really, really nice. Very modern design, local restaurants inside hotel are open again. Exceptional service.
It’s not central to the Waikiki strip, but it’s close enough that you can hit any restaurant with a 5-10 minute walk. I admit that other than eating in Waikiki, we spent most of the time driving around Oahu to see their other beautiful beaches.
Have a great time!
Thanks for the information and I can’t wait. We are walkers so anything with a 1 – 2 miles is great.
The daily housekeeping should be back at the luxury brands per the email that the Marriott sent out. I would have asked to speak with the MoD.
Thanks I don’t stay at another RC until August so we will see what they offer.
Thanks for reminding me why I generally avoid Marriott properties.
Marriott needs to get their properties back in line with brand standards. Breakfast still not being honored for welcome gift even though restaurant is open, front desk refusing to do daily housekeeping at both premium and luxury hotels when paying $200-$400 a night for rooms. It’s a shame that it has come to this and it’s continuing. This email does nothing but lie. Recently stayed at both a Hyatt and a Hilton. Hyatt lounge was open with full buffet and Hilton had a full buffet as well. Stayed at 7 different marriott properties ranging from W, Marriott, Westin, to Fairfield Inn not one of them providing a breakfast besides the Fairfield Inn which was a bag with a small water bottle and apple in it. Marriott and Westin lounges were both “closed” because of covid. The Hyatt had no problem providing me with lounge access IN THE SAME CITY. WHAT A SHAME!
I think that it is very unfortunate, but things won’t change unless:
1. People vote with their wallet
2. Leave appropriate feedback on Google and TA.
I stayed at the Pentagon Sheraton for a reunion last week. On the 3rd day I requested room service and was told you only get room service if you stay 5 days. Then I was flipped a piece of paper, with Sheraton policy written in small print. I slide the paper back under the counter. So much for the premium image.
SpringHill Suites in NYC Midtown/Fifth Avenue is doing daily (and excellent) housekeeping – pleasant surprise.