BLUE AYES
TUG Member
- Joined
- Dec 21, 2007
- Messages
- 306
- Reaction score
- 19
- Location
- NYC
- Resorts Owned
-
Sheraton VV KW; Sheraton VV Bella; Westin Lagunamar x 3 (51 & 52) ; Westin Kierland;
Plat. for Life
This is from a Marriott Forum:
To me, the issue isn't really the free breakfast, it is that Marriott continues to take important benefits away from platinum members, and no longer communicates changes to the program prior to their implementation. I not only earned lifetime platinum by being loyal, but also invested significant dollars in Marriott Vacationclub timeshares. I did this because I trusted the company and was treated like an important customer. Although most of my business travel is during the week, I most value the platinum benefits on my family trips on weekends and to resorts. I made several vacation decisions based on calling the hotel to determine if they have a CL and/or provide vouchers. I am very upset that the recent corporate dictate means two of my upcoming vacation hotels will not provide the services that had been offered when I made my vacation decision. The lack of honesty by Marriott regarding this issue is aggravating.
Although I don't travel as much as I previously did, my decisions account for about 200 room nights per year. Therefore, I would think that Marriott would recognize the longer term impact of alienating loyal customers such as myself. The problem today is that most large corporations hire consultants who tell them how to cut costs to raise revenues. These consultants never take into consideration the value these have in attracting and keeping loyal customers. Profits also invole revenue, and if enough of the people commenting on this issue start staying elsewhere, the profits will be impacted. Loyal customers are Marriott's greatest asset, but can become a liability if you continue to take away valued benefits, and more importantly, respect.
Regarding the breakfast issue, I recommend that vouchers be provided to customers who had made reservations prior to the change in policy. I also suggest Marriott at least offer breakfast vouchers at a greatly discounted price, or lower 2 for breakfast rates for platinum and gold members. Otherwise, I will be staying at Embassy and Homewood Suites.
To me, the issue isn't really the free breakfast, it is that Marriott continues to take important benefits away from platinum members, and no longer communicates changes to the program prior to their implementation. I not only earned lifetime platinum by being loyal, but also invested significant dollars in Marriott Vacationclub timeshares. I did this because I trusted the company and was treated like an important customer. Although most of my business travel is during the week, I most value the platinum benefits on my family trips on weekends and to resorts. I made several vacation decisions based on calling the hotel to determine if they have a CL and/or provide vouchers. I am very upset that the recent corporate dictate means two of my upcoming vacation hotels will not provide the services that had been offered when I made my vacation decision. The lack of honesty by Marriott regarding this issue is aggravating.
Although I don't travel as much as I previously did, my decisions account for about 200 room nights per year. Therefore, I would think that Marriott would recognize the longer term impact of alienating loyal customers such as myself. The problem today is that most large corporations hire consultants who tell them how to cut costs to raise revenues. These consultants never take into consideration the value these have in attracting and keeping loyal customers. Profits also invole revenue, and if enough of the people commenting on this issue start staying elsewhere, the profits will be impacted. Loyal customers are Marriott's greatest asset, but can become a liability if you continue to take away valued benefits, and more importantly, respect.
Regarding the breakfast issue, I recommend that vouchers be provided to customers who had made reservations prior to the change in policy. I also suggest Marriott at least offer breakfast vouchers at a greatly discounted price, or lower 2 for breakfast rates for platinum and gold members. Otherwise, I will be staying at Embassy and Homewood Suites.
