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I first visited this property last August, it was fairly new, Wet Deck was closed, but Breakfast as a welcome amenity at Kitchen Table and Happy Hour a Liquid were available. Sinar Mas Plaza next door was also not prime time at that visit. The hotel was one of the most magnificent experiences - as a Platinum member i was upgraded to the Mega Room - the largest hotel bed i have ever seen, with a fabulous view Pearl TV tower, Shanghai World Financial Center, and Shanghai Tower.

 

I booked and returned again this July-Aug with my sweetheart, and was upgraded to a Cool Corner room. I asked to switch to the Mega room simply bc I prefer to have the Pearl Tower view from the bed at my feet, rather than behind me at my head as was the case in the Cool Corner room. Plus the bed in the Mega room is unbelievable.. i will attach photos to this post or in a reply when i get a chance. 

 

The toilet is my favorite ever - a Toto with a warmed seat, rear and front water cleaner, dryer, automatic seat and lid closing and lifting upon sensor, just amazing. And great hotel toilet paper. The Kitchen Table is one of the best hotel breakfast buffet experiences (short of Mandarin Oriental at the original Hong Kong location on Connaught Street). The W Gym is wonderful as is the Wet Deck and whirlpools. In the female and male locker rooms, there is access to separate zen courtyards with loungers and another private whirlpool. Only wish the male and female zen areas were connected. Saunas and steam rooms and excellent lockers with Havianas flip flops for walking on slippery surfaces. We utilized Liquid for Happy Hour every night, though found the pre-made cocktails undrinkable. Everyone who ordered the first one... something with cola and served in a Turkish / Russian glass left it full... did not see one person all week finish that drink. Odd they do not have Bailey's as a spirit item on that menu. 

 

Josie on the welcome team was very kind to us, sending up gifts and a special old fashioned cocktail mixer along with W Shanghai postcards. 

 

A note to readers - W is aimed at young, sexy, hipster clientele. There is always beat music playing in the lobby and elevator area, and older crowds will feel the ageism. It is upscale but geared toward the 30-40-something year old crowd with money. There was a Range Rover event at the hotel during our stay as well as a Spanish designer fashion show. 

titleist3489

Beyond pleased

Posted by titleist3489 Aug 1, 2019

Great week of travel and received phenomenal customer service. From hotel staff to the Marriott hotline, I'm thrilled. 

 

Regular at the CY Waterloo, IA, and I had to cancel my second night of a 2 night stay with less than 24 hr notice. No problem at all I questions asked. On a different day, also called to talk about a dirty shower pan with the GM (white pans with texture are tough to clean) and they gave me 1k points just because without me even asking. Bravo to this property. Old John Deere factory that is by far the nicest CY I have been in. Nicer than most Marriott's.

 

Have a stay next month at the Marriott in DT MSP, MN and received a killer advance member rate so I booked it. Rate just dropped another $13 so I called the elite line to see if they would honor it. Great service with a short hold time and one quick phone call to the hotel, boom, rate matched. $104 after tax!

 

Had to book a room for my fiance and had no trouble booking that at The Moxy in Uptown MSP, MN. Staff was polite and very accommodating. She had no issue at check in tonight.

 

Last but not least, I called the Hotel Minneapolis about my upcoming two night stay this weekend to check on their lounge and was offered an upgrade to a Junior Suite. Wow.. I usually have to ask for upgrades anymore (73 nights this year and Lifetime Silver) and couldn't believe it.

 

Sometimes this Bonvoy program isn't so bad.. As of tomorrow I'll be Titanium Elite with hopes I can reach the qualified spend to reach Ambassador status. 

jjswift11

Uncelebrated birthday

Posted by jjswift11 Jul 16, 2019

 I was extremely excited about my trip to San Francisco for my birthday this year! Well unfortunately things did not go as I hoped for and I have no one to thank for but Marriott for this regretful experience.

The check in process was a mess… I had requested a room on the top floor because I cannot  have overhead noises due to my PTSD from military service. Furthermore since it was my birthday, I was surely hoping that the courtyard Marriott would make sure that I had a memorable stay!!! I did get a room on the top floor, however this room had zero views. Just another wall right in front. It was also next to the janitors closet which had a constant flow of traffic especially throughout the early morning and that is that’s the last thing you wanna hear on your birthday morning or even the day after or ever!!!! When I voiced these complains to the front desk staff and asked to speak to a manager several times I was told that there was no manager on duty. I found that a bit odd.   Furthermore while voicing my complaints over the phone to one of the FD staff, she left me talking to myself… That’s right! Simply put the phone on the counter, walked away and left me talking to myself like a crazy person on the phone. That was not only disrespectful but 100% unacceptable in every form there is of customer service.   Oh and it gets worse… I had requested for a late check out however the staff did not inform housekeeping and I kept getting knocks on my door at least three different people asking me if I was going to check out. The whole point of requesting a late check out is that you don’t get bothered till the time you check out.  when I pointed this out to the front desk, they acknowledged it and apologized however the knocks  on my door kept coming. Feeling disrupted about this whole morning process I requested a later check out and offered to pay an extra fee for such. Given the circumstances  had not been going in my favor already, I would have thought that Marriott was going to use common sense and fairness to make things easier for me however that was not the case. They wanted to charge me half of a full price stay just to remain A couple of extra hours later after 2pm. I found this appalling.   If they were charging me half the price of a full  reservation then at least I should’ve been able to stay half the length of a reservation. So when I pointed out the fact that I wanted to stay a little bit extra longer due to the payment I had made they said no and that I had to leave...  they even cut the electricity to my room various times and kept calling my room to see when was I going to check out. This experience had turned hostile.  Eventually they charged my card for a full night stay without my approval.  

 I mean seriously what the hell Marriott? Has anyone I have had a similar experience to this? Because this was crazy and I hope someone takes note and does something about it because it’s just not cool.  

wsm78

Feeling Appreciated

Posted by wsm78 Jun 5, 2019

I have felt genuinely appreciated by the hotel staff and management at a number of properties that began with my first stay in March. Prior to then, I had experienced what I considered my normal check-ins at former Starwood properties (welcoming, warm, friendly) and those more perfunctory check-ins at the Marriott brands (professional, business-like). I received my usual welcome emails and upgrades at the Starwood brands: top-floor rooms or suites and small gifts. At the Marriott brands, I learned I would be notified by app that the room I paid for was going to be exactly what I was getting (with one or two exceptions). But something changed that first week of March. I had booked a weekend stay at the Dallas/Fort Worth Marriott Solana for myself and my partner (who promptly rolled his eyes when I told him we were staying in a Marriott, having been unimpressed with our other Marriott-branded stays) and, honestly, wasn't expecting anything more than what I'd already experienced. I was shocked when the front desk agent looked genuinely happy to greet me, stepped around the counter to welcome both me and my partner, asked the nature of our stay, noted my elite status and thanked me for my continued loyalty, explained all aspects of the property, offered to get someone to take our bags, and noted that we'd been upgraded to one of their suites. While walking down the hallway to the elevator bank, my partner looked at me and said, "That was an SPG welcome." And it was!

 

And that suite was only the beginning! Inside, staff had left a box of chocolate truffles, fresh fruit, water bottles, and a card thanking me for choosing their property. I was floored. I immediately wrote a thank you email to the general manager. Since that first stay in March, I've received similar thanks and small gifts, including:

  • Upgraded room at JW Marriott Indianapolis; discounted meal at in-house restaurant as thanks for staying with them
  • Upgrade to a spacious suite at DFW Airport Marriott South; personal welcome email from management
  • Upgrade to luxury room at Sheraton Princess Kaiulani; fresh flower leis at check-in; bottle of sparkling wine, fruit plate; personal welcome email and meeting at property
  • Upgrade to suite at Sheraton Dallas Hotel by the Galleria; bottle of sparkling wine, charcuterie plate; personal welcome email from management
  • Personal welcome email from management at Aloft Tulsa; follow-up email after check-out
  • Handwritten thank you card from management at Courtyard by Marriott Kansas City Shawnee; snack bag, bottled water

 

This is by no means a comprehensive list of the hotels I've visited during this timeframe, but these small things have definitely made me feel appreciated by Marriott, and I make sure to let the management at each location know this. I sincerely hope that others are benefiting from similar excellent customer service; it really makes a difference.

regnow

Platinum Help Useful

Posted by regnow May 13, 2019

Actually, I’ve benefited via telephone help from “on high” ever since the properties had little cards at checkin saying to signup to the app. And the help continues with cheerful assistance and information on what are my best choices when booking.

Hello,

Since Marriott BONVoY, and since I am Titanium Elite LT, I feel I am missing out on some of the perks I had with MRW Platinum Elite LT, specially around room upgrades, some examples:

 

  • 24/FEB - Marriott Suites Deerfield (Paid stay) - No room upgrade (not sure if they have those), free continental breakfast like Platinum Elite, nothing extra
  • 02/MAR - Dubai Renaissance (Stay on points) - No room upgrade, did not even get a room at the Club floor, and 4PM late check-out denied
  • 22/APR - Hotel Nassau Breda Autograph Collection (Paid stay) - No room upgrade, at check the clerk even confirmed they had given us the smallest room (???)
  • 26/APR - Marriott Suites Deerfield (Paid stay) - No room upgrade (not sure if they have those), free continental breakfast like Platinum Elite, nothing extra
  • 28/APR - Sheraton Grand Chicago (Paid stay) - Room upgrade to the Club floor, but is I look at the floor plan, I have been given worst of all rooms on this floor (noise, phone not working, view, ...) while they are certainly better rooms on this floor

Is this a training issue? Does staff not know what Titanium Elite means? ... or am I doing something wrong here...

Did anybody experience the same or similar things?

 

Thanks,

 

Dirk

As many of you have vented before, resort fees have gotten out of hand and are a shameful attempt as a money grab by Marriott.  Now someone has started a petition on Change.org to encourage Marriott to follow the industry trend and remove these fees for high status members.  I find it sad that this is the only way Marriott hears how much of an inconvenience this is to their base and I hope it indeed brings change.  Please sign the petition and hopefully there is movement on this issue.

 

Go to Change.org and search Marriott Bonvoy to find the petition.  We are not allowed to put external links in posts.  

My wife and I booked a 9 night stay at Scrub Island Resort and Marina to celebrate our honeymoon. The expenses associated with traveling to the British Virgin Islands are significant and our expectations were high given that Scrub Island is a Category 7 property. I used 480,000 MR points to book this stay. 

 

Below is a list of my complaints with a brief description:

 

1)      Service – About 50% of the staff were fairly rude and did not show any interest in providing good service. The poor service experience was felt as soon as we arrived. The “Guest Experience Director” was underwhelming to say the least and had a bad attitude. We also had multiple interactions with servers that were terrible as well. For example, when my wife would ask questions about specific menu items and the ingredients, the server seemed downright annoyed and answered the questions in a completely disrespectful tone.

2)      Dining -  When we booked our reservation, the Scrub Island Resort website was advertising 4 restaurants. Upon arrival we learned that only 1 restaurant was open – Donovan’s Reef. A major part of our travel experience is food and I would expect that the property/Marriott would provide advance notice about several restaurants being closed. This most likely the most disappointing aspect of our stay. The lack of dining options pushed us to leave Scrub Island a few days into our trip and travel to St. Thomas to stay at another Marriott property (Frenchman’s Cove). Additionally, on a number of occasions we ordered food from Donovan’s Reef only to learn upon delivery of the food that main ingredients were missing because the resort ran out. Not only were we not notified about missing ingredients when we ordered, but we were charged the full price for menu items and the restaurant didn’t offer any compensation.

3)      Physical facilities – After a long day of travel I wanted to take a bath when we arrived. When I turned on the tub in the room (room 1131) the water coming out of the faucet was yellow/brown. I assumed that it may have been because the tub wasn’t used in a while so I let the water run hoping it would filter out. The problem wasn’t fixed until our last day at the resort.

 

My wife also took a number of photographs of the property that show it is still clearly undergoing fairly significant maintenance. This isn’t a huge issue, but I’d expect to be notified ahead of time.

 

I stayed 85 nights at Marriott properties in 2018 and this was easily the worst experience we had. It has seriously weakened my confidence in Marriott and turned a major vacation into a letdown for my wife and I. The amount of points I used to book this trip (and points I used to leave Scrub to stay at Frenchman’s Cove) feel like a complete waste. I’m sharing my experience in hopes that Marriott will require resorts to be more transparent. I am going to continue to give my business to Marriott because a majority of my stays are wonderful, however I won’t hesitate to switch my personal and company business to Hilton if we have another poor experience in the near future. 

 

Thanks,

 

Adam 

kh24

The Ritz - trying new brands

Posted by kh24 Jan 7, 2019

Enough of the negative, at least with 3 brands becoming one we can explore more hotels and enjoy / build platinum status.

 

(as a former SPG guy) I tried the Marriott downtown NYC last month, am trying a Residence Inn near Central Park next week and just got the Ritz Carlton in Montreal on budget for late January. Fingers crossed for a suite upgrade at the latter as it's a quiet time of year up there!

 

Ritz Montreal

In Postcards from Old Montreal (which was my first stay at Delta Montreal after the merger) I forgot to note the exhilarated feeling at check-in when the Front Desk handed over the keys and Platinum Premier perks in a newish black Marriott Rewards sleeve with THINGS ARE LOOKING UPGRADED in all uppercase letters.

 

Has anyone else got that feeling?

 

I recently discovered through platinum guest services that if you are not offered your arrival gift they will compensate you by issuing you a check ranging from $100 - $200 dollars depending on hotel. The only catch is that you need to notify Marriott during your hotel stay, it cannot be done after you check out of property. I rarely am offered arrival gift or offered room upgrade. I have found most of the time it is due to employees lack of training and also unprofessional behavior once it is brought to there attention. I am definitely becoming annoyed by this constant problem that needs to be addressed in order for me to remain a loyal  customer, as there are many other hotel options out there.

First attempt to escalate:

 

On July 2th, I booked a family vacation to Paris with the certainty that, as a long time loyal Marriott customer, and Rewards Member, i would get the best price for our August 10th thru the 18th stay. Since this was my first hotel stay in Europe, ever, I booked a room that was priced specifically for Rewards Members, confident I had benefited from my membership, and my loyalty.  On July 6th, my sisters call me to see if they can take advantage of my member status and also book at "MY" hotel.  We  discover I was paying DOUBLE than comparable hotels in the area.

 

I was embarassed and dumbfounded!  I had chosen a hotel far from Gare de Lyon train station, we planned to travel by, because I wanted to stay at a Marriott, and it turned out that inconvenience was costing me twice as much as your competitors.  I quickly got back on my app and cancelled on July 6th, just 4 days after booking online, disappointed, but confident I would now have more spending money on our dream family trip to Paris.

 

On July 17th, I am going through my online cc statement, and find a $1,781.42 charge from Marriott, from July 2nd.  I quickly contact the billing office, and after some hold time, I am told that the room I booked was part of a "no refund" program, and I was out of luck!  To add insult to injury, I got slapped with a "foreign transaction fee" of $53.44, which i have not seen charged after booking at the "other" hotel.

 

After my shock, i tried to explain to the Marriott person on the phone that there is no way i could have been made aware of this no refund policy and that i had cancelled well over a month before the date of stay.  Marriott loses nothing on this deal, but a loyal Rewards Member would be out nearly $2,000!.  She asked if I'd like to open a case, and was given a case #, and that i would get a call in 2 or 3 days. 

 

I received no call, but did get an email from some customer service guy, at the Paris Marriott, on 7/7 who told me they will not refund.    The $1,781.42 charge is still on my cc statement, and will accrue interest in a few days.  (Rewards) Membership doesn't seem to have its benefits these days.  Hows can Marriott possibly justify keeping an $1,800 requested refund amount on a stay cancelled over a month in advance, and still expect to keep their customers coming back? 

 

I responded and shared my deep disappointment, as a loyal customer and would be escalating further. 

 

Charlie F.

monyrewards

A tip for lifetime seekers

Posted by monyrewards Jul 26, 2018

2018 is quite unique for people who are seeking Lifetime Elite but are short of a year or so. 2018 will be yiur last opportunity to get “two years” of elite. All what you need to do is to qualify for BOTH SPG and MR under their current rules (25 stays or 50 nights for SPG or 75 nights for MR). I believe this worth some effort for people who are close to LTP so they could be grandfathered to LTPP. 

 

GOOD LUCK ALL TRAVELERS 

johnnyg

Platinum on-hold times are bad

Posted by johnnyg Jun 26, 2018

I need to add to my comments in the paragraph below. I called Marriott again on a fairly complex booking. I went through the call tree and selected "associate". This time I did not have to listen to the "an associate will be with you momentarily" message. Instead I waited for 12 minutes with music on hold and got disconnected. Ouch. If this is the way they are treating Platinum members what must others be going through?  Does Marriott know how bad this is?

 

 

Here is my original post:

Now on hold for 14 plus minutes on the Platinum number. Trying to make a request that can't be fulfilled on the calling tree. If I hear an associate with be with me momentarily again I will cry. The Platinum number us to be the industry standard by which all others were judged. No longer.  I am lifetime Platinum with over 1,400 nights (over 20 years) and the calling tree is nuts.

This is how I became a MR Millionaire.  Everyone's journey is different, but we all have access to a world of amazing opportunities that can create a lifetime of memorable experiences for our families and friends. I'm happy to share this Dream-setting checklist.

 

Item

Earnings Category

Earnings Sub-Category

Average Yearly Earning Potential

My Lifestyle Choices

1

MR Credit Cards

Business/Personal accounts

Monthly Spends and Special Bonuses

Unlimited

Business and Personal spends filtered through MR Credit Cards accounts. Spend wisely and responsibly!

2

Meetings/Events/Group Travel

Total Spends

Unlimited

Plan Business Meetings/Events at select Marriott Brands. Use the awesome Marriott brand to highlight my brand!

3

Hotels

Rate/Rate + Total Spend and Vacation Packages

Unlimited

Based upon business needs and Holiday flex time.

Select a location, brand, and date. Go, Go, Go and create a Lifetime of Experiences!

4

Activities/Shopping

Marriott Moments and Marriott More

Unlimited

Plan social and entertainment around lifestyle choices. Put Social on the calendar and enjoy family and friends. Life is too short!

5

Bonuses

Yearly Mega Bonuses and Special Bonuses

75K-100K

Get what you can where you can. The icing on the cake!

6

Partners

Airline, Car Rental, Cruises (RC Yachts coming soon), Others

25K-50K

If it fits, make it happen. It all adds up at the end of the year.

7

Bonuses

Hotel Rate Bonuses

10K-30K

Take advantage while available during travel planning.

8

Marriott Vacation Club

Loan/Maintenance Fee Spends, Vacation Packages, Tours, Activities, Travel Insurance, Luxury Home Rentals

10K-25K

Always filter Vacation Club experiences and related expenses through the Personal MR Credit Card.

 

Everyone can become a MR Millionaire!  Who's next?