It Seems Like Some Marriott Properties Are Ignoring Elite Perks — What You Should Know

As much as hotel and airline loyalty programs try to deny it, we all know that it’s a race to the bottom. After all, it’s why the phrase “earn and burn” has become a trademark for those working with points and miles.

And while points will remain a depreciating asset, the same hasn’t always been said about loyalty programs. Or has it?

We’ve noticed a trend across a variety of outlets, noting that Marriott — the world’s largest hotel chain — seems to be conducting its own form of unofficial devaluations. The victims? Its most loyal customers.

Let’s take a look at what’s going on with missing elite benefits, plus what Marriott has to say about the issue.

You’ve Been Bonvoyed

It’s been nearly 10 years since Marriott purchased Starwood Preferred Guest (SPG), which was famous for the way it treated its elite members. And while the hotel chain has fiercely defended the way it’s integrated SPG’s loyalty program into its own Bonvoy program, the journey has been less than smooth — so much so that being “Bonvoyed” has become a verb.

Although things have more or less smoothed out as the years have rolled on, 2020 really threw a wrench into the gears of the loyalty program. As FlyerTalk, Reddit, View From the Wing, and One Mile at a Time have repeatedly reported, there is a disturbing number of Marriott properties willing to cut corners when it comes to honoring loyalty benefits.

The most frequent arena for this appears to be the guaranteed welcome benefit available to those who have Platinum, Titanium, or Ambassador Elite status.

Marriott’s breakfast breakdown is unnecessarily complicated, depending on where you’re staying and the Marriott brand you’re visiting. To put it succinctly: Those with eligible status might receive breakfast (or a food and beverage credit), bonus points, or amenity per stay.

Now, it’s important to understand that Marriott elite members have the choice of which benefit they’d like. The hotel doesn’t get to decide which of these “guarantees” it will honor.

That fact seems to be lost on multiple Marriott hotels, including:

• The St. Regis Macao: The site’s welcome message now reads: “Elite Members Benefits Update: Starting March 1, 2025, welcome gifts for Platinum, Titanium and Ambassador Marriott Bonvoy Elite Members have a choice of bonus points or a local amenity. Platinum and above Elite Members can also enjoy a discounted price for breakfast at the Manor.” In addition, the general manager for the St. Regis Macao evidently told a guest that they were trialing a worldwide change.
• Aloft Dublin City: The hotel decided unilaterally to offer a €10 nightly credit to guests rather than breakfast.
• Courtyard Lake George: It doesn’t allow guests to redeem their nightly credit at its restaurant, despite it being advertised on the Marriott website and available for room charges.

The St. Regis Chicago also appears to have tried something and run afoul of Marriott brand standards, though this apparently has been resolved.

Is Marriott Upholding Brand Standards?

We reached out to Marriott regarding the above cases. After all, per Marriott’s terms and conditions, each of these properties was clearly violating Marriott’s brand standards.

According to Marriott, there are explanations for these cases:

• St. Regis Macao: “The hotel GM misspoke. This test is being run by the St. Regis Macao and is not part of a broader program change.”
• Aloft Dublin City: “This was an isolated incident and Elite benefits, including the Elite Welcome Gift breakfast, will be honored.”
• Courtyard Lake George: “We’re in discussion with the property to clarify their offerings on the website, but they are following the terms of the program.”

These are some interesting responses. While it’s great that Marriott isn’t going to allow the Aloft Dublin City to blatantly slash breakfast benefits, it’s a little muddier when it comes to the other 2 hotels.

For example, the St. Regis Macao is trialing a reduced welcome benefit for members. Although Marriott has clarified that it’s not doing so for an upcoming worldwide change, this doesn’t address the fact that it’s still removing the option for breakfast for elite members.

And the Courtyard Lake George, which apparently gets away with not allowing guests to apply their food and beverage credit to breakfast because its restaurant is operated by a third party, is somehow within terms and conditions.

This is despite the fact that the only hotels with third-party restaurants that are exempted from breakfast offerings are Four Points Flex properties:

“Four Points Flex: 500 Points per Stay or breakfast in restaurant per night of Stay for Member +1 If property (i) does not have a restaurant, (ii) the restaurant is closed, or (iii) the restaurant is operated by a third party, Member will receive 500 Points per Stay.”

What To Do if a Marriott Hotel Isn’t Honoring Your Benefits

In a just world, we’d all spend our money at our favorite hotels, be rewarded handsomely, and everyone would go home happy and satisfied. Alas, that’s not the world we live in. It’s increasingly becoming the job of the customer to make sure that companies are upholding their end of the deal (and that sucks).

If you’re staying at a Marriott hotel and realize the property isn’t maintaining brand standards, your first move is to invoke your guarantee. Depending on where you are and what’s missing, you could be entitled to up to $100 in compensation.

Afterward, a spokesperson for Marriott says guests should “call Customer Care or they can ask the hotel directly.”

Final Thoughts

It appears that several Marriott hotels have been playing fast and loose with the way they honor benefits for Marriott Bonvoy elite members. While Marriott has been making headway with some of the offenders, the jury is still out for the rest.

If you find yourself on the short end of the stick when it comes to your Marriott stay, verify the benefits to which you’re entitled in the member guarantee. Afterward, contact Marriott’s customer service or inquire directly with the hotel to get the situation resolved.

It shouldn’t have to be this difficult, unfortunately, but this is where we are.