Marriott Bonvoy Claims That Hotel Can Decide When Elite Member F&B Credit Can Be Used?

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A LoyaltyLobby reader sent us a question regarding a Marriott-affiliated hotel in Germany (Courtyard Hamburg City) that claims that daily F&B credit cannot be used towards breakfast?

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You can access Marriott’s page for elite benefits here.

READ MORE: Marriott Bonvoy Rate & Bonus Points And Miles Promotions

Here’s the email from the reader:

Just checked in to Courtyard Hamburg city and to my surprise I was informed that the 8 EUR credit cannot be used for breakfast, only for lunch, drinks etc. Have you heard about this – I was reading T&Cs again but they do not say any more details just to be consumed at hotel restaurants during the stay.

I wonder if this is the next cut to the benefits…

I was in touch with the reader that the hotel is not correct, and it can be used for any F&B expenses during the stay.

The reader was in touch with Marriott Bonvoy customer service and:

Got reply from Bonvoy:

If the hotel advised you that the credit cannot be used for breakfast, then it is not possible to use it. Each hotel deserves the right to manage the Elite Welcome Gift based on availability.

So looks they can do whatever they want.

Platinum and higher members are eligible for $10 per person food and beverage credit DAILY for a maximum of two guests (member + 1) at Courtyard hotels. It can definitely be used for breakfast.

Here’s a cheat sheet for Marriott Bonvoy elite benefits:

 

Marriott Bonvoy Elite-Level Benefits At A Glance

Marriott Bonvoy Elite-Level Benefits At A Glance (Handy Cheat Sheet)

Conclusion

Unfortunately, Marriott has lost control of its system, and customer service spits out incorrect replies. Marriott used to be professionally run, and you could trust that hotels delivered the limited benefits promised for elite members.

It feels that the corporate has completely given up on any brand standards and give a blind eye or silently approves whatever hotels are doing despite giving lip service to Bonvoy members and “confirms” what their supposed benefits ought to be.

Nothing will change as long as people don’t vote with their wallets and leave appropriate feedback on after-stay surveys and post reviews of Google and TripAdvisor.

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