I have been a LOYAL Marriott supporter since 1991 and I am currently a Lifetime Platinum member. I am in changing my patronage loyalty to another hotel company, either Hilton or Hyatt, depending upon which entity consistently provides me with the most value. The reason I am leaving the Marriott brand is solely due to consistently experiencing a lack of service throughout their brands and also a increasingly declining return loyalty by Marriott to their high-stay customers like myself.
Over the past few months, nearly every stay I have had at a Marriott-owned property has resulted in my having to actually complain about the level of service I have received. That does not even include my frustration at the decline of benefits for Platinum members. The specific benefits to which I am referring are: no longer offering concierge lounge access & amenities on the weekends; no longer upgrading members to the best room available in the hotel upon check-in.
I don't need the gratis breakfast and beverages during the week when I am on business as much as I do when I am traveling for pleasure. However, I now receive nothing in terms of the concierge lounge when traveling for pleasure as it is always over the weekend.
It doesn't cost Marriott anything to have me sleep in their best room, assuming it is not already reserved. Why not make their best customers feel special? Especially if it doesn't cost them anything? About the only upgraded room I receive is one with a slightly better view. Big deal! I am not spending time looking at the view when I am in a hotel room, but I could use more space.
As far as going from Platinum to Lifetime Platinum, I have absolutely no idea what additional benefit this has provided me. Absolutely ZERO that I can see.
In this economy, all businesses and particularly those that are in the service industry, should be giving extra attention as to how they can enchant and delight their customers, particularly their loyal ones who give frequent patronage. Marriott just doesn't seem to get it. I usually end up frustrated about halfway through my stay at one of their "full-service" facilities. Not only will they lose my business, but I will also now book my meetings & colleagues rooms in their competitors hotels whenever possible.
I have heard others complain about these same issues with Marriott. Perhaps if enough of us "vote with our feet", Marriott will eventually wake up.
