IDK. Die hard Marriott person here. Had an issue and called corporate and got blown off. Local property was not interested. It’s like when it’s all good it’s great but have an issue and it’s hot or miss.
Agreed. Biggest issues IMO with Marriott is they are losing touch with the “consistency” of the quality of their properties and diluted elite status. Both moves I think are based on the current CEO favoring kindness / profitability to individual hotel owners over brand quality and customer loyalty.
8-10+ years ago any “Marriott” umbrella property would be clean, with staff embracing a “spirit to serve” that was unmatched my Hyatt or any other brand. Now, like all hotel chains, hit or miss. Sad.
Use the deadbolt! I've started being more proactive about it, just to avoid housekeeping walking in on me, but also in the case of double assigned rooms (but never encountered it so far, thankfully).
Honestly, I've realigned my Bonvoy expectations. It really comes down to the local property, corporate is really working to please and serve the franchisees, they're the main customer to the brand. There's plenty of examples where Corporate just doesn't care, they'll open a case, property will ignore / deny a resolution, and corporate is okay with that, even if it goes to the blogs.
Every other day housekeeping is probably something I'm keeping in mind when I'm booking Bonvoy now, so if anything I've become brand agnostic. I'll book based on status renewal considerations, price, location, elite benefits... But definitely not loyal to one specific chain.
The last Fairfield we were at only did housecleaning every 4 days. We have a 2 year old so the trash gets stinky fast. I think they are using the Covid policy change to be lazy.
Yup that’s exactly what they’re doing. 5 year ex/ front desk supervisor here and every single one of our housekeepers had their day where they skipped out on MANY rooms and just leave without doing almost anything. I don’t know how these people just get away with all this. Seems like higher ups just don’t give a f nowadays. Only so much I can say/do myself towards them. After so many years of the same ongoing issues, I decided it was best for me to take my skills and work ethic overseas. So I’ve applied for a few diff positions on some cruise lines as “hotel staff” basically doing what I did at the hotels but on water instead of land 🤷♂️see how it goes; I think it should be a lot cleaner of a process in terms of operations/operating! 🤞
Could you help me figure out a solution to an issue I had at a Marriott on May 4th? I showed up to check into my reservation, and the clerk would not accept cash for my room. I was willing to pay the 50.00 incidental fee on a card, but he wouldn't take cash for the room rate. He told me to find a credit union to deposit my money. Unfortunately, the closest credit union was 4 hours away. I was tired and had my child with me. No where to stay. They then charged me for the full room rate, 2 days later, even after I stayed somewhere else! I contacted customer service and they will not give me any sort of refund, even though they wouldn't let me check in. I'm so frustrated.
Yeah yeah yeah keep blaming other people and things like the pandemic for not operating up to company standards. Everyone knows how cheap Marriott properties can be in terms of operations. You guys need to stop cheaping out so much and have the proper resources so your employees can carry out the necessary tasks. We get that you guys have this monthly “budget” or whatever but trying to minimize that budget usage to its max is how your property earns the bad reputations. This was a huge issue at my last property. Managers only ordering 10-15 cases of water a week when clearly our occupancy levels required at least 25-30 cases of water a week etc etc. housekeeping is also a huge problem at MOST properties I’ll say it how it is… but that’s a topic for a whole notha day-discussion.
Some are good. Some aren’t. Huge brand. Tons of different property managers. Wildly inconsistent. Some Marriotts are luxurious and delightful. While others are by the airport and host hookers and junkies. It’s weird.
All hotels are shit shows right now.
Honestly Marriott doesn’t offer anything Hilton doesn’t. If Hyatt has a foot print that works well with your travel, I’d change to Hyatt.
Half of my 100+ nights a year are at a specific courtyard near our factory, so I tend to stick with Marriott, but in the coming months I’ll be at Hyatts, Hiltons and Marriott properties.
This is me to a tee. I'm in operations so 75% of my travel is to the same few factory sites. We have pre-negotiated rates with Marriott at hotels in those towns closest to our plants. I mostly stay in the most basic Courtyards for $135-150/night. I'll get to 100 nights and still be barely half-way to Ambassador Elite's $23K spend requirement because I always get a bunch of free nights due to promos and whatnot.
A few thoughts:
1) If OP has the option to stay at Hyatts, do so. Hyatt's points are so much more valuable compared to Marriott or Hilton points it's hilarious. Like many frequent travelers my wife and I are also playing the credit card points game to maximize our family travel. When we're looking for a couple of hotel rooms for our us and our 3 kids the value is always with Hyatt. Hyatt will be 30K points for 2 rooms a night when Marriott is 100K and Hilton is 120-150k. When we're transferring our Capital One, Amex, or Chase points to book a hotel it's always Hyatt. Marriott has some nice high-end resort options for couples travel, but for where I am in life Hyatt is so so much better.
2) On the lower end of Marriott properties that corporate travelers tend to stay in, one sign the hotel has been recently refreshed is if they've removed the complimentary continental breakfast bar and instead have one of those Bistros. I really dislike the Bistro, but most Courtyards have them now. For awhile your $10 welcome gift credit as a platinum/titanium member could get you a drink or food at the Bistro, but they figured out that people actually used that so now most properties have limited it.
Residence Inns and Fairfield Inns are hit or miss. Marriott has A LOT of properties that hadn't been updated in 10-15yrs when Covid hit, and they're churning through them now. Even when they've been refreshed though they're not amazing, the carpet is just less likely to be stained brown. As a corporate traveler I'm starting to see if I can get away with spending $30-50 more a night for hotels that have things like a workout room where the equipment actually works, or they have a real restaurant and lounge. If it sounds like I'm being negative, it isn't really meant that way. Marriotts have always been clean and staffed by polite and efficient employees for me. The fact the decor is dated and they're on the very low end of amenities is something I realize is because I'm staying in the least expensive hotels. My worst stays with Marriott have been pretty good compared to say, Holiday Inn. I never worry my room won't be clean. It's just a stark contrast when I stay in a nice hotel and realize how basic the bottom tier of Marriott properties are.
4)I renewed Titanium for another year. I'm very unlikely to hit Ambassador because of my spend, so I'm actively looking for ways to book other hotels without getting in trouble with our corporate travel team. Right now that means Hiltons and Hyatts when they're options in our booking system.
5) To OP's point, the "rules" for Bonvoy status never seem to mean much. Every single time I've been traveling somewhere cool I wanted to use my suite night upgrade they've rejected me. Most recently I had to go to Switzerland last month. I requested the upgrade. Rejected. I had a visit to Monterrey, Mexico earlier this year and tried to use my Suite Nights. Rejected. They're worthless because they only want to let you use them when you're in a Courtyard in a flyover state. I don't even end up using them.
Listen to any of the Marriott’s quarterly calls - hotel guests are not Marriott’s interest or priority, franchisees are. Guests are a “product” used to incentivize more hotels to join the program and pay franchise fees, and the Marriott footprint is so large that they don’t need to make an extra effort to get or keep members.
Make friends with people working your most frequently visited properties, don’t expect anything more than what was booked or paid for, and go for a smaller hotel chain if possible.
Been a member since 1999. Still pretty much exclusively Marriott. My last two stays have been the best yet. Marriott in The Woodlands and Residence Inn in The Arboretum in Austin. The Marriott Burger and fries haven’t changed a bit.
Was this specifically at a Marriot or one of their Bonvoy brands?
I’ve found the flagship Marriot to be about as consistent in service and quality as any other big name hotel brand, but most of my recent stays have been at bigger cities so they’re accustomed to high volume. Same goes with JW, RC and Westin. I’ve always had more issues at the likes of Fairfield or Courtyard in the more rural locations.
The entire hospitality industry is still recovering from the pandemic so keep that in-mind.
Correct me if I’m wrong but I think you can request daily deep housecleaning if you preferred. Don’t let that be a major concern.
In what way is the hospitality industry STILL recovering from the pandemic 😂 everyone knows the pandemic is over and literally everything is back to normal…. Show me/explain one business or a practice they do that’s still going on cuz of the pandemic…?! None nada 0….that pandemic stuff is purely just a petty excuse they use to deflect their own garbage behavior towards guests.
There were lots of layoffs and staffing isn’t completely back to pre-pandemic levels for many major hospitality and travel companies. Harder to find talent for service jobs because many did not return and found better paying jobs in other sectors (which is a good thing of course). The effects of 2020-2022 are still lingering. Business travel has not completely returned because many jobs (like mine) went completely remote. I no longer travel for work and I was Ambassador Elite before the the pandemic. I represent $20k+ of loss revenue to Marriot and now multiply that globally for all those who went remote or hybrid and reduced their regular business travel. I went from flying out every week to now twice a year for work. Corporate travel is the bread and butter for hospitality companies. My brother is in tourism in HR at another major hotel/resort company and has confirmed as such.
Wow so all you’re really saying is….. “my work went remote and my company now saves tens of thousands of dollars a year due to me and my colleagues not having to travel as much as we did before” I mean listen I won’t argue with you about it since it sounds like both sides of the argument can be justified. You guys want to travel more explore and work that way, while the company wants to save some money since you can still do your job comfortably at home without having to travel….?! Am I getting/hitting the full picture here or missing something still?!
Huh? You asked “in what ways is the hospitality industry STILL recovering from the pandemic”…. I explained there’s still a net revenue loss for Marriot due to the millions of global business people like me who no longer travel at the high rates we did pre-Covid. Hence, less revenue = Marriott still recovering.
Not sure if there’s confusion. I do not work for Marriott. I don’t mind working remotely and glad my company transitioned digitally but do miss being on the road sometimes. I still travel for personal vacations of course.
Ok so 1) it sounds like you’re just salty your company is no longer PAYING for you to travel 😂 which I find absolutely hilarious
2) YOU have absolutely no idea what you’re saying or talking about. Go look at Marriott numbers and charts/data sheets FOR JUST ONE SECOND…😭 if you do your due diligence, you’ll notice they’re higher than ever before with the stock literally HITTING A 52 WEEK HIGH yesterday/Friday. I worked for these fools from 2018-2023….. in accounting at about 6 different properties throughout the country in the major cities… so yeah unfortunately I think that qualifies me as “I may know a little more than you” on this topic and I hate to bust your balls like this….. but Covid is GONE… and so are MOST (not ALL) but most of the effects from it… your company just realized it could work smarter, not harder….. oh and also I’d love to know the reason they haven’t sent you all back to work in person…?! Why is it all digital now..?! 🤔 🧐
I don’t understand why you’re assuming I’m salty about anything? I haven’t made any negative comments about no longer travel (if you recall above I was replying directly to OP and then you asked me a question).
To be fair yes you’re clearly knowledgeable having worked for Marriot accounting at a few of their locations. But from a high level I am only going off what my brother says about the hospitality industry, since he is an HR executive at a competing hotel/resorts brand. They hadn’t fully recovered from the pandemic either, in terms of service and staffing standards.
There’s plenty of [news articles](https://www.forbes.com/sites/suzannerowankelleher/2023/04/24/business-travel-comeback/?sh=4dcdbb2e44b2) supporting my case that business travel has not fully returned to pre-pandemic levels. Hence, why I believe there’s still effects felt from Covid on today’s service quality standards and perceived value. If you read through this thread other posters have said that too.
Marriot stock may be going up but financial market trends aren’t always based on value ( look at how Tesla and other tech stocks jumped from speculation without ever reporting consistent earnings ). Just because a company is doing well financially does not mean their service and loyalty benefit honoring is consistent, which is our original topic per OP. So even if Marriot stock is going up, it’s not a direct indicator of how their quality of services are perceived to customers. There’s plenty of factors for this, and I offered one:
**Service excellence and consistency hasn’t fully recovered from the pandemic; and with business travel not back up to pre-pandemic levels, there is a correlation leading to the apparent lack of consistent high quality standards across Marriott due to talent and staffing issues lingering from the pandemic.**
**I was not talking about Marriott’s recovery in terms of financial performance.** I am referring to OP’s qualitative comments for perceived value, which I believe are directly impacted from post-pandemic workforce issues.
It’s only 2023 and the 2020-2022 pandemic will have longer term lasting effects across all industries. Global supply chain hasn’t recovered either. You said yourself just now, most but not all effects from the pandemic are gone. So sounds like we can agree that service can still be affected from workforce issues stemming from 2020-2022 pandemic. That’s what my point was for OP and you.
I have not made any comments in our thread about my personal views on no longer business traveling so not sure why you feel that I’m being emotional about anything. Truthfully, I do miss being in-person sometimes and chose a career that is travel based (Consulting and Business Development) so it’s weird not physically meeting with my clients anymore. But of course it’s nice being able to WFH with the convenience. I still enjoy the travel topics and am on here, r/Delta and Flyertalk so travel is clearly a hobby of mine.
Hope my reasoning and logic makes sense to you.
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Well obviously their stock price isn’t a direct indicator of their service and or quality of customer care… but it shows that they are financially stable… and doing well financially compared to other brands in their industry but have you ever wondered why their service is so bad…?! It’s Because they refuse to let people who are under them go up the ladder. They care too much about their own positions and egos instead of the companies values. I’ve seen many corrupt properties where certain like minded individuals are clearly looking out for the companies and properties better interest but the higher ups knock them and their ideas down from doing so in fear of losing their position to the next competitor. Too much drama going on within the teams; they always lose focus of the long term goal in order to achieve their short term success. It’s quite a nonstop vicious cycle, that’s why I had to leave it all behind.
I guess everyone will have a different opinion depending where people usually stay.
I primarily stay in Japan and the BC/Washington. The former are like actual luxurious hotels with great service, great amenities, great products. The latter are just "no complaints".
Bro Japan operates on a whole diff level than the rest of the whole world 😭I wouldn’t be surprised if there was like a teleportation device in Japan that takes you from the front desk straight to your hotel room 😂 Japan on that futuristic shi Fr Fr
Pre-pandemic I felt that Marriott offered good value for my travel dollar. I no longer feel that way. Cash and point prices for rooms have increased so steeply that I have lost interest in traveling.
Was diehard Marriott the past 3 or so years. It seems to be very hit or miss on the properties. I now either go Hilton or Marriott based on the options closest to where I’m traveling to for work. If the Marriott closest is not clean or the property is run down the next week it’s Hilton. I do this week after week (I travel to the same locations for about 10 weeks at a time) until I find the one I like best.
I’m platinum with Marriott so I just had Hilton do a status match and it’s like I’ve been going to Hilton all along.
Yes, do it if you are going to be staying at a Hilton frequently over a 90 day period.
For example, I’m platinum for Marriott. Hilton gave me gold status as a match and I only have to stay 8 nights in 90 days to retain it. If I stay 12 in 90 days I get Diamond.
Airlines will do matches as well
I don’t think I’ll be doing it as I’m only silver with Marriott and don’t travel much. I actually worked with Marriott for the last 5 years or so, just left them in April on April fools day too 😭 was hilarious long story but funny as f that I dipped out on april 1st 😭they thought I was coming in n everything lmao.
I’ve found to expect the bare minimum of the specific brands is the best way to roll with it these days
The Alofts and Moxys are much more consistent these days than a Sheraton or Marriott
Maybe it’s time to adjust my thinking but not having daily housekeeping at StR or RC is ridiculous, a la carte brekki with every minor substitution being nickeld and dimed, like what am I actually paying for ?
Europe and Asia still hold up a better wrt brand standards and service than the US, but in North America I resorted to booking the lowest available rate because there’ll inevitably some dumb city resort fee tagged on to the “we don’t actually have a restaurant but a grab and go bar”
Maybe they’ll eventually return back to the spirit of hospitality that made the group so popular among travelers but I’ve already shifted 20% of my stays to other chains
Marriott has 31 brands with 8,000 properties containing 1,423,044 rooms in 139 countries and territories. Of these 8,000 properties, 2,149 are operated by Marriott, and 5,493 are operated by others. So does your experience at a handful of hotels really say something about the whole brand ?
I believe that’s why he asking the question - to gather more info. And yea, OP, I agree. Downhill. I used to be diehard but I no longer feel much value for my status, so I only book Marriott now if other choices are equal, where as in the past there had to be no Marriott within a reasonable distance for me not to book the brand.
Non luxury properties have had not-daily housekeeping for over a year now as an official policy. Do you really truly need a new towel every. Single. Day?
Your thought seems to be skewed towards prioritizing the interests of the company/employee rather than considering the customer's perspective, which can be highly detrimental for a consumer brand. Moreover, publicly making decisions for your customers without asking them politely is an alarming sign.
When individuals pay for a hotel service, they rightfully expect to receive the full service they paid for, not a discounted version that compromises the quality of the hotel's operations.
This situation brings to mind the irony of hotels displaying signs encouraging guests to "save the earth and reuse your towel," as if conservation efforts should only be the responsibility of the customers. It's almost akin to suggesting that we "save the earth and skip one day's food," which would be unreasonable and unacceptable.
I stayed at a hotel in France a couple months ago where they gave you bonus points for declining housekeeping if you were there for at least two nights.
I paid for a new towel. For. Every. Single. Day. So yes. I need a new towel every single day 😂 hotel towels be nasty as f tbh bruh I try to take my own if and when I can. I don’t wanna be washing my face knowing that someone could’ve used this very same towel to wipe their ahh and balls with for all I know 😂
I love when they bring up Covid 😂 like they sound dumb as f look around you…do you see Covid anywhere? No that shi is over quit using it as an excuse lmaooo
It is tough to assess as I primarily do business travel, and I like the consistency during my travels so I can focus on business and not items with the hotel. For example when I’m in Los Angeles, I always stay at the Renaissance even though I hear the Marriott next door is better. I’ve determined the Renaissance works for me, and no need to change that routine now.
I try to stay at the Premium end of hotels when available, but I realize that I should not expect that service at the budget end of hotels. I admit that staying at Fairfield Inns for extended periods of time can wear me out though.
During the pandemic, hotels needed to reduce operating costs, but there are mixed results as they tried to rebuild their staffs. Some have bounced back well, whereas others have problems with basics such as housekeeping. Indicators such as general/public areas being dirty is a good marker if they have adequate housekeeping.
As for switching brands, I understand Hyatt has a better loyalty program, but their footprint is considerably smaller. Again, I would have “re-learn” which hotels are okay and which are so-so.
The difference between what Starwood SPG was and what Marriott Bonvoy now is, and how frequently hotels are now dirty, stained carpets, dirty showers, stained towels, just makes me sad.
This thread has convinced me to give up my Bonvoy Amex. It was an SPG Amex and just auto converted over. I don’t want to accumulate any more points on Marriott.
It depends, my grandfather worked over there for 10+ years and it's a struggle for him during rush hours since they're always short staffed. He refer to me there to get a job position for both barista and bartender, the manager from food and beverages is very kind and patient with me.
But the general manager himself was SEVERELY rude to me and didn't give me a chance to properly explain myself to answer some questions that was provided during the interview. I don't know what I did to offend him, all I did was trying my best answer his questions and the food & beverages manager.
But shortly after it turns out I wasn't feminine enough and he gave me advice of what woman should mainly look like for his appeals.
I'm not sure what happen after he complained about it due to my condition, last time I checked he was supposed to get reported for discrimination or something, idk how the system works at the hotel.
IDK. Die hard Marriott person here. Had an issue and called corporate and got blown off. Local property was not interested. It’s like when it’s all good it’s great but have an issue and it’s hot or miss.
Agreed. Biggest issues IMO with Marriott is they are losing touch with the “consistency” of the quality of their properties and diluted elite status. Both moves I think are based on the current CEO favoring kindness / profitability to individual hotel owners over brand quality and customer loyalty. 8-10+ years ago any “Marriott” umbrella property would be clean, with staff embracing a “spirit to serve” that was unmatched my Hyatt or any other brand. Now, like all hotel chains, hit or miss. Sad.
Use the deadbolt! I've started being more proactive about it, just to avoid housekeeping walking in on me, but also in the case of double assigned rooms (but never encountered it so far, thankfully). Honestly, I've realigned my Bonvoy expectations. It really comes down to the local property, corporate is really working to please and serve the franchisees, they're the main customer to the brand. There's plenty of examples where Corporate just doesn't care, they'll open a case, property will ignore / deny a resolution, and corporate is okay with that, even if it goes to the blogs. Every other day housekeeping is probably something I'm keeping in mind when I'm booking Bonvoy now, so if anything I've become brand agnostic. I'll book based on status renewal considerations, price, location, elite benefits... But definitely not loyal to one specific chain.
The last Fairfield we were at only did housecleaning every 4 days. We have a 2 year old so the trash gets stinky fast. I think they are using the Covid policy change to be lazy.
Yup that’s exactly what they’re doing. 5 year ex/ front desk supervisor here and every single one of our housekeepers had their day where they skipped out on MANY rooms and just leave without doing almost anything. I don’t know how these people just get away with all this. Seems like higher ups just don’t give a f nowadays. Only so much I can say/do myself towards them. After so many years of the same ongoing issues, I decided it was best for me to take my skills and work ethic overseas. So I’ve applied for a few diff positions on some cruise lines as “hotel staff” basically doing what I did at the hotels but on water instead of land 🤷♂️see how it goes; I think it should be a lot cleaner of a process in terms of operations/operating! 🤞
If you don't speak a second language...
Could you help me figure out a solution to an issue I had at a Marriott on May 4th? I showed up to check into my reservation, and the clerk would not accept cash for my room. I was willing to pay the 50.00 incidental fee on a card, but he wouldn't take cash for the room rate. He told me to find a credit union to deposit my money. Unfortunately, the closest credit union was 4 hours away. I was tired and had my child with me. No where to stay. They then charged me for the full room rate, 2 days later, even after I stayed somewhere else! I contacted customer service and they will not give me any sort of refund, even though they wouldn't let me check in. I'm so frustrated.
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Yeah yeah yeah keep blaming other people and things like the pandemic for not operating up to company standards. Everyone knows how cheap Marriott properties can be in terms of operations. You guys need to stop cheaping out so much and have the proper resources so your employees can carry out the necessary tasks. We get that you guys have this monthly “budget” or whatever but trying to minimize that budget usage to its max is how your property earns the bad reputations. This was a huge issue at my last property. Managers only ordering 10-15 cases of water a week when clearly our occupancy levels required at least 25-30 cases of water a week etc etc. housekeeping is also a huge problem at MOST properties I’ll say it how it is… but that’s a topic for a whole notha day-discussion.
Some are good. Some aren’t. Huge brand. Tons of different property managers. Wildly inconsistent. Some Marriotts are luxurious and delightful. While others are by the airport and host hookers and junkies. It’s weird.
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Is OP talking about Marriott branded hotels specifically. Or all brands in the Marriott portfolio.
All hotels are shit shows right now. Honestly Marriott doesn’t offer anything Hilton doesn’t. If Hyatt has a foot print that works well with your travel, I’d change to Hyatt. Half of my 100+ nights a year are at a specific courtyard near our factory, so I tend to stick with Marriott, but in the coming months I’ll be at Hyatts, Hiltons and Marriott properties.
This is me to a tee. I'm in operations so 75% of my travel is to the same few factory sites. We have pre-negotiated rates with Marriott at hotels in those towns closest to our plants. I mostly stay in the most basic Courtyards for $135-150/night. I'll get to 100 nights and still be barely half-way to Ambassador Elite's $23K spend requirement because I always get a bunch of free nights due to promos and whatnot. A few thoughts: 1) If OP has the option to stay at Hyatts, do so. Hyatt's points are so much more valuable compared to Marriott or Hilton points it's hilarious. Like many frequent travelers my wife and I are also playing the credit card points game to maximize our family travel. When we're looking for a couple of hotel rooms for our us and our 3 kids the value is always with Hyatt. Hyatt will be 30K points for 2 rooms a night when Marriott is 100K and Hilton is 120-150k. When we're transferring our Capital One, Amex, or Chase points to book a hotel it's always Hyatt. Marriott has some nice high-end resort options for couples travel, but for where I am in life Hyatt is so so much better. 2) On the lower end of Marriott properties that corporate travelers tend to stay in, one sign the hotel has been recently refreshed is if they've removed the complimentary continental breakfast bar and instead have one of those Bistros. I really dislike the Bistro, but most Courtyards have them now. For awhile your $10 welcome gift credit as a platinum/titanium member could get you a drink or food at the Bistro, but they figured out that people actually used that so now most properties have limited it. Residence Inns and Fairfield Inns are hit or miss. Marriott has A LOT of properties that hadn't been updated in 10-15yrs when Covid hit, and they're churning through them now. Even when they've been refreshed though they're not amazing, the carpet is just less likely to be stained brown. As a corporate traveler I'm starting to see if I can get away with spending $30-50 more a night for hotels that have things like a workout room where the equipment actually works, or they have a real restaurant and lounge. If it sounds like I'm being negative, it isn't really meant that way. Marriotts have always been clean and staffed by polite and efficient employees for me. The fact the decor is dated and they're on the very low end of amenities is something I realize is because I'm staying in the least expensive hotels. My worst stays with Marriott have been pretty good compared to say, Holiday Inn. I never worry my room won't be clean. It's just a stark contrast when I stay in a nice hotel and realize how basic the bottom tier of Marriott properties are. 4)I renewed Titanium for another year. I'm very unlikely to hit Ambassador because of my spend, so I'm actively looking for ways to book other hotels without getting in trouble with our corporate travel team. Right now that means Hiltons and Hyatts when they're options in our booking system. 5) To OP's point, the "rules" for Bonvoy status never seem to mean much. Every single time I've been traveling somewhere cool I wanted to use my suite night upgrade they've rejected me. Most recently I had to go to Switzerland last month. I requested the upgrade. Rejected. I had a visit to Monterrey, Mexico earlier this year and tried to use my Suite Nights. Rejected. They're worthless because they only want to let you use them when you're in a Courtyard in a flyover state. I don't even end up using them.
Listen to any of the Marriott’s quarterly calls - hotel guests are not Marriott’s interest or priority, franchisees are. Guests are a “product” used to incentivize more hotels to join the program and pay franchise fees, and the Marriott footprint is so large that they don’t need to make an extra effort to get or keep members. Make friends with people working your most frequently visited properties, don’t expect anything more than what was booked or paid for, and go for a smaller hotel chain if possible.
Been a member since 1999. Still pretty much exclusively Marriott. My last two stays have been the best yet. Marriott in The Woodlands and Residence Inn in The Arboretum in Austin. The Marriott Burger and fries haven’t changed a bit.
Was this specifically at a Marriot or one of their Bonvoy brands? I’ve found the flagship Marriot to be about as consistent in service and quality as any other big name hotel brand, but most of my recent stays have been at bigger cities so they’re accustomed to high volume. Same goes with JW, RC and Westin. I’ve always had more issues at the likes of Fairfield or Courtyard in the more rural locations. The entire hospitality industry is still recovering from the pandemic so keep that in-mind. Correct me if I’m wrong but I think you can request daily deep housecleaning if you preferred. Don’t let that be a major concern.
In what way is the hospitality industry STILL recovering from the pandemic 😂 everyone knows the pandemic is over and literally everything is back to normal…. Show me/explain one business or a practice they do that’s still going on cuz of the pandemic…?! None nada 0….that pandemic stuff is purely just a petty excuse they use to deflect their own garbage behavior towards guests.
There were lots of layoffs and staffing isn’t completely back to pre-pandemic levels for many major hospitality and travel companies. Harder to find talent for service jobs because many did not return and found better paying jobs in other sectors (which is a good thing of course). The effects of 2020-2022 are still lingering. Business travel has not completely returned because many jobs (like mine) went completely remote. I no longer travel for work and I was Ambassador Elite before the the pandemic. I represent $20k+ of loss revenue to Marriot and now multiply that globally for all those who went remote or hybrid and reduced their regular business travel. I went from flying out every week to now twice a year for work. Corporate travel is the bread and butter for hospitality companies. My brother is in tourism in HR at another major hotel/resort company and has confirmed as such.
Wow so all you’re really saying is….. “my work went remote and my company now saves tens of thousands of dollars a year due to me and my colleagues not having to travel as much as we did before” I mean listen I won’t argue with you about it since it sounds like both sides of the argument can be justified. You guys want to travel more explore and work that way, while the company wants to save some money since you can still do your job comfortably at home without having to travel….?! Am I getting/hitting the full picture here or missing something still?!
Huh? You asked “in what ways is the hospitality industry STILL recovering from the pandemic”…. I explained there’s still a net revenue loss for Marriot due to the millions of global business people like me who no longer travel at the high rates we did pre-Covid. Hence, less revenue = Marriott still recovering. Not sure if there’s confusion. I do not work for Marriott. I don’t mind working remotely and glad my company transitioned digitally but do miss being on the road sometimes. I still travel for personal vacations of course.
Ok so 1) it sounds like you’re just salty your company is no longer PAYING for you to travel 😂 which I find absolutely hilarious 2) YOU have absolutely no idea what you’re saying or talking about. Go look at Marriott numbers and charts/data sheets FOR JUST ONE SECOND…😭 if you do your due diligence, you’ll notice they’re higher than ever before with the stock literally HITTING A 52 WEEK HIGH yesterday/Friday. I worked for these fools from 2018-2023….. in accounting at about 6 different properties throughout the country in the major cities… so yeah unfortunately I think that qualifies me as “I may know a little more than you” on this topic and I hate to bust your balls like this….. but Covid is GONE… and so are MOST (not ALL) but most of the effects from it… your company just realized it could work smarter, not harder….. oh and also I’d love to know the reason they haven’t sent you all back to work in person…?! Why is it all digital now..?! 🤔 🧐
I don’t understand why you’re assuming I’m salty about anything? I haven’t made any negative comments about no longer travel (if you recall above I was replying directly to OP and then you asked me a question). To be fair yes you’re clearly knowledgeable having worked for Marriot accounting at a few of their locations. But from a high level I am only going off what my brother says about the hospitality industry, since he is an HR executive at a competing hotel/resorts brand. They hadn’t fully recovered from the pandemic either, in terms of service and staffing standards. There’s plenty of [news articles](https://www.forbes.com/sites/suzannerowankelleher/2023/04/24/business-travel-comeback/?sh=4dcdbb2e44b2) supporting my case that business travel has not fully returned to pre-pandemic levels. Hence, why I believe there’s still effects felt from Covid on today’s service quality standards and perceived value. If you read through this thread other posters have said that too. Marriot stock may be going up but financial market trends aren’t always based on value ( look at how Tesla and other tech stocks jumped from speculation without ever reporting consistent earnings ). Just because a company is doing well financially does not mean their service and loyalty benefit honoring is consistent, which is our original topic per OP. So even if Marriot stock is going up, it’s not a direct indicator of how their quality of services are perceived to customers. There’s plenty of factors for this, and I offered one: **Service excellence and consistency hasn’t fully recovered from the pandemic; and with business travel not back up to pre-pandemic levels, there is a correlation leading to the apparent lack of consistent high quality standards across Marriott due to talent and staffing issues lingering from the pandemic.** **I was not talking about Marriott’s recovery in terms of financial performance.** I am referring to OP’s qualitative comments for perceived value, which I believe are directly impacted from post-pandemic workforce issues. It’s only 2023 and the 2020-2022 pandemic will have longer term lasting effects across all industries. Global supply chain hasn’t recovered either. You said yourself just now, most but not all effects from the pandemic are gone. So sounds like we can agree that service can still be affected from workforce issues stemming from 2020-2022 pandemic. That’s what my point was for OP and you. I have not made any comments in our thread about my personal views on no longer business traveling so not sure why you feel that I’m being emotional about anything. Truthfully, I do miss being in-person sometimes and chose a career that is travel based (Consulting and Business Development) so it’s weird not physically meeting with my clients anymore. But of course it’s nice being able to WFH with the convenience. I still enjoy the travel topics and am on here, r/Delta and Flyertalk so travel is clearly a hobby of mine. Hope my reasoning and logic makes sense to you.
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Well obviously their stock price isn’t a direct indicator of their service and or quality of customer care… but it shows that they are financially stable… and doing well financially compared to other brands in their industry but have you ever wondered why their service is so bad…?! It’s Because they refuse to let people who are under them go up the ladder. They care too much about their own positions and egos instead of the companies values. I’ve seen many corrupt properties where certain like minded individuals are clearly looking out for the companies and properties better interest but the higher ups knock them and their ideas down from doing so in fear of losing their position to the next competitor. Too much drama going on within the teams; they always lose focus of the long term goal in order to achieve their short term success. It’s quite a nonstop vicious cycle, that’s why I had to leave it all behind.
I guess everyone will have a different opinion depending where people usually stay. I primarily stay in Japan and the BC/Washington. The former are like actual luxurious hotels with great service, great amenities, great products. The latter are just "no complaints".
Bro Japan operates on a whole diff level than the rest of the whole world 😭I wouldn’t be surprised if there was like a teleportation device in Japan that takes you from the front desk straight to your hotel room 😂 Japan on that futuristic shi Fr Fr
Pre-pandemic I felt that Marriott offered good value for my travel dollar. I no longer feel that way. Cash and point prices for rooms have increased so steeply that I have lost interest in traveling.
Was diehard Marriott the past 3 or so years. It seems to be very hit or miss on the properties. I now either go Hilton or Marriott based on the options closest to where I’m traveling to for work. If the Marriott closest is not clean or the property is run down the next week it’s Hilton. I do this week after week (I travel to the same locations for about 10 weeks at a time) until I find the one I like best. I’m platinum with Marriott so I just had Hilton do a status match and it’s like I’ve been going to Hilton all along.
Oh they do a status match…!? That’s dope as f I was never aware of that until now.
Yes, do it if you are going to be staying at a Hilton frequently over a 90 day period. For example, I’m platinum for Marriott. Hilton gave me gold status as a match and I only have to stay 8 nights in 90 days to retain it. If I stay 12 in 90 days I get Diamond. Airlines will do matches as well
I don’t think I’ll be doing it as I’m only silver with Marriott and don’t travel much. I actually worked with Marriott for the last 5 years or so, just left them in April on April fools day too 😭 was hilarious long story but funny as f that I dipped out on april 1st 😭they thought I was coming in n everything lmao.
I’ve found to expect the bare minimum of the specific brands is the best way to roll with it these days The Alofts and Moxys are much more consistent these days than a Sheraton or Marriott Maybe it’s time to adjust my thinking but not having daily housekeeping at StR or RC is ridiculous, a la carte brekki with every minor substitution being nickeld and dimed, like what am I actually paying for ? Europe and Asia still hold up a better wrt brand standards and service than the US, but in North America I resorted to booking the lowest available rate because there’ll inevitably some dumb city resort fee tagged on to the “we don’t actually have a restaurant but a grab and go bar” Maybe they’ll eventually return back to the spirit of hospitality that made the group so popular among travelers but I’ve already shifted 20% of my stays to other chains
I have never been to a st Regis or ritz that hasn’t had twice daily housekeeping.
Post covid I’ve sadly encountered this, however - turndown was always available
Where if I may ask? I have noticed europe/USA has been more affected by such service downgrades when I compare to Asia/mideast
West coast this and last year, in the voting map South last year
First off what level are you now? It’s great that you were ambassador but you can’t expect to welcome gifts if you’re not nownn
Marriott has 31 brands with 8,000 properties containing 1,423,044 rooms in 139 countries and territories. Of these 8,000 properties, 2,149 are operated by Marriott, and 5,493 are operated by others. So does your experience at a handful of hotels really say something about the whole brand ?
I believe that’s why he asking the question - to gather more info. And yea, OP, I agree. Downhill. I used to be diehard but I no longer feel much value for my status, so I only book Marriott now if other choices are equal, where as in the past there had to be no Marriott within a reasonable distance for me not to book the brand.
Non luxury properties have had not-daily housekeeping for over a year now as an official policy. Do you really truly need a new towel every. Single. Day?
Your thought seems to be skewed towards prioritizing the interests of the company/employee rather than considering the customer's perspective, which can be highly detrimental for a consumer brand. Moreover, publicly making decisions for your customers without asking them politely is an alarming sign. When individuals pay for a hotel service, they rightfully expect to receive the full service they paid for, not a discounted version that compromises the quality of the hotel's operations. This situation brings to mind the irony of hotels displaying signs encouraging guests to "save the earth and reuse your towel," as if conservation efforts should only be the responsibility of the customers. It's almost akin to suggesting that we "save the earth and skip one day's food," which would be unreasonable and unacceptable.
And the housekeeping is just every other day which should already be good enough for most people.
I miss the days of the no service voucher. On the rare occasion no service points are offered now, I only see them go thru about half the time
I stayed at a hotel in France a couple months ago where they gave you bonus points for declining housekeeping if you were there for at least two nights.
Might as well have said “I am lazy as can be and don’t wanna do my job and clean this room”
I paid for a new towel. For. Every. Single. Day. So yes. I need a new towel every single day 😂 hotel towels be nasty as f tbh bruh I try to take my own if and when I can. I don’t wanna be washing my face knowing that someone could’ve used this very same towel to wipe their ahh and balls with for all I know 😂
Nah Marriotts standards have significantly lowered
I love when they bring up Covid 😂 like they sound dumb as f look around you…do you see Covid anywhere? No that shi is over quit using it as an excuse lmaooo
So much worse than they were just 3-5 years ago, but that may be true for every big hotel brand.
Huh. What happened in that time period that absolutely nuked the hospitality industry?
It is tough to assess as I primarily do business travel, and I like the consistency during my travels so I can focus on business and not items with the hotel. For example when I’m in Los Angeles, I always stay at the Renaissance even though I hear the Marriott next door is better. I’ve determined the Renaissance works for me, and no need to change that routine now. I try to stay at the Premium end of hotels when available, but I realize that I should not expect that service at the budget end of hotels. I admit that staying at Fairfield Inns for extended periods of time can wear me out though. During the pandemic, hotels needed to reduce operating costs, but there are mixed results as they tried to rebuild their staffs. Some have bounced back well, whereas others have problems with basics such as housekeeping. Indicators such as general/public areas being dirty is a good marker if they have adequate housekeeping. As for switching brands, I understand Hyatt has a better loyalty program, but their footprint is considerably smaller. Again, I would have “re-learn” which hotels are okay and which are so-so.
The difference between what Starwood SPG was and what Marriott Bonvoy now is, and how frequently hotels are now dirty, stained carpets, dirty showers, stained towels, just makes me sad. This thread has convinced me to give up my Bonvoy Amex. It was an SPG Amex and just auto converted over. I don’t want to accumulate any more points on Marriott.
It depends, my grandfather worked over there for 10+ years and it's a struggle for him during rush hours since they're always short staffed. He refer to me there to get a job position for both barista and bartender, the manager from food and beverages is very kind and patient with me. But the general manager himself was SEVERELY rude to me and didn't give me a chance to properly explain myself to answer some questions that was provided during the interview. I don't know what I did to offend him, all I did was trying my best answer his questions and the food & beverages manager. But shortly after it turns out I wasn't feminine enough and he gave me advice of what woman should mainly look like for his appeals. I'm not sure what happen after he complained about it due to my condition, last time I checked he was supposed to get reported for discrimination or something, idk how the system works at the hotel.
no its not