Marriott commented on a recent call or news release that brand standards that properties are required to adhere, and could be fined if not, have been suspended due to COVID-19 pandemic.
A LoyaltyLobby reader sent us a question yesterday about a walk situation at Marriott property and a reply that he had received from Marriott’s customer service.
You can access Marriott’s page for Elite Guarantees here.
Here’s the email that a reader received from Marriott:
Thank you for contacting Marriott Bonvoy™ Customer Care. I am sorry about the confusion regarding Marriott Bonvoy Elite Benefits at this time.
The evolving situation caused by COVID-19 is creating a very challenging business environment, therefore requests for compensation for the Guaranteed Lounge Access, Guaranteed Room Type, and the Elite Welcome Gift guarantee are currently not being granted.
We will keep you updated on all loyalty program changes through our Marriott Bonvoy member benefits website. I apologize for any inconvenience this may have cased.
J.A., we value your loyalty as a Marriott Bonvoy Titanium Elite member, and we look forward to welcoming you again soon. Please let me know if there is anything else you need assistance with.
Here’s the question:
Got a feedback about how marriott properties do not respect any T&C those days and walk out guests without prior notice those days (2.30 hours) in my case.
Here are Marriott Elite Guarantees:
Understandably, Marriott has eased specific brand standards due to the coronavirus (COVID-19) pandemic.
The response that the reader received from Marriott doesn’t, however, indicate that the “walking” guarantee for elite member guests would have been discontinued.
I would be understanding under the current operational environment if the offending hotel has moved the reservation to a higher quality one.
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