What is most important to Marriott elite members?
While all 3 are really important to me, the availability of a suite on those really important family vacations(without having to just hope for an upgrade, or spend a bunch of our hard-earned points), means the most to me at this stage in my life.
The first choice would be easy to initiate, the second choice would be a little more difficult, and the third should be EXPECTED at every check-in!
To me, the CL for 7 days access with breakfast, et al is a biggie. The suite is appreciated when it happens but not a necessity for me, especially when I travel alone. I might get lost in that big room......
Wish I could vote for all three!
CL for me! I usually travel alone so I don't really need a big suite. Don't really care if my status is recognized or not... doesn't get me anything!
I think this should be part of a bigger Rewards program survey. Something along the line of "Rank the benefits in order of importance". I'm sure we could come up with quite a few bennies. Then everyone puts them in order. Marriott could then try to deliver on the top 2-3-5...however many.
See my 2012 post, I am working on a way to prioritize these
I'm on it...great idea.
Most of the time I prefer the 7 day concierge's lounge with breakfast and appetizers. If I am on a vacation, the upgrade can reign supreme especially if that includes a great view.
True and thanks
correct for me as well.
I am completely with dblanz on this. When on business CL but when on vacation with family suite. I generally check CL hours, etc when selecting and booking for business but do not even worry about a room upgrade (if I get one great if not it is ok- assuming no issue with room). When it is for vacation, I try and let the hotel guest services know before I get there this is for a vacation and have generally be upgraded to nice rooms -ocean front, etc. Would be nice to be able to get confirm a suite on these stays.
Hard to vote on, as each of the first two is the most important situationally. I'd say only 20% of my stays are at full Marriotts (most of my clients are in smaller towns), and usually on a Friday night, so that would be good to have an open CL. Suites are only important when I'm traveling with coworkers so we have a place to meet & work in privacy, regardless of the property level. The third, as has already been stated, should be a given; it's free and costs only a few seconds of the associate's time at check in or check out.
As much as I'd like all of it, I also understand business economics, and don't want to be an Entitlement Queen. Besides, there's just too many places and nights on the road, my days are filled with annoyances of all sorts, so I honestly don't recall most "slights" beyond that day. I guess mostly I'd just prefer that I'm not being taken for granted, that my past loyalty isn't a guarantee of future business. If I am truly one of Marriott's "top 3%", there is an expectation that it is recognized in some concrete form beyond my elite label and a black membership card.
I usually can talk my way into a suite, especially if I frequent the property on a regular basis.
A well appointed , cozy concierge lounge is very important to me, especially after a long day or in a new city. I loved the Denver Marriott City center for being open on a weekend I was there recently. Wish this were the case everywhere.
Full CL for me too. Not even close on the others.
CL Is my main focus. Given options, I will avoid location that don't have a CL or have poor hours.
Neat thread and a good read. Concierge Lounges are a vital for business travelers. Great feedback here!
Seven day access to CL is wonderful. I really enjoy that in Europe.
Upgrades are nice but not even close.
Acknowledgement of status is something that I really don't need and certainly does not come close to the first two options.
7 day CL.
TBH, I value breakfast even more than CL.
7 day cL with off hours access by room key for refreshments
It shouldn't be an either/or for recognition. That costs Marriott nothing and shows courtesy to their best customers.
Back in the 90's I lived in Chicago and went to UAL's HQ. They had a banner telling their employees that 9% of their customers are responsible for 50% of their revenue. I have to think Marriott #s would be similar.
For me it is the Lounge that is most important - especially if stocked with complimentary grown-up refreshments! Suite upgrade is nice and the recognition is, for me, one of Hertzberg's "hygiene factors".
Oh man Professor, when you Do the Freddie, you get Dr. bpelican all weak in the knees
It's definitely the lounge for me! A great Cl really adds a lot to a vacation, When they serve enough good things in the evening to make an adequate dinner, we often make lunch our major meal and just have a pleasant evening in the CL. This is especially nice in Europe, where the CL includes alcohol. Sometimes, when dinner in the CL is marginal, we supplement it with something from room service and it's still a lot cheaper than going out to eat.
On our last trip to Paris we used the savings to splurge on a couple of spectacular lunches at Bistrotter and Le Dome.
Consistency of treatment at check in and check out would be nice. When it is good it is very good, although sometimes a bit contrived. I have to chase welcome points with customer relations about 50% of the time, even when I have signed for them! I find it generally much better than at other hotel chains. Up grades are great even if not to suites but a room with everything you expect would be nice. How often is there no bath robe - or one when staying with my wife? Too often. Suites can actually be a pain when making a single night stay. The Lounge properly equipped and policed is an essential and if none, they a voucher for drinks is appreciated.
I don't really care that much about stating the recognition at check-in / check-out. Actions speak louder than words.
I voted for the guaranteed suite upgrades (maybe in the form of upgrade certs?), since in 90% of the hotels I've visited the CL was open on weekends any way. Or when coming in the low season, the hotel gave breakfast coupons, which suits me fine too.
Maybe a coupon for a drink per person per night to compensate for the CL being closed for appetizers/desserts could be interesting.
We deserve the three options. !!
Really, all three of these should be expected. The third one is just a given. It is so simple and makes you feel like you are actually a member of the rewards program and that it means something to someone other than yourself. I can't tell you how much I love this question on the Marriott post-stay survey. It is really the simplest thing the hotel can do to make you feel appreciated and I can't believe it when the check-in agent neglects to acknowledge either your membership or your status.
The second one is a nice perk but if you have obtained elite status, you really should be granted an upgrade whenever available.
The first one is the one I voted for because I think it is the most fluid between all the hotels and brands. I don't necessarily need a lounge (since I travel only for pleasure, I find myself outside of the hotel most of the time anyway) but free breakfast is far more important - as is free parking! (::cough, cough, Courtyards! ::Cough, cough::)
Chain/Property again will vary on actual upgrade received and if at all
I prefer the CL and upgrades as well in that order, but the hotels that have that special letter or card signed by all the staff on duty ready when you check in... that really makes a customer feel special!! Tend to re-book these locations. Its almost like competition between Marriott properties within the same city. Managers, those that don't give letters to their elite guests on check in are possibly missing out on repeat visitors.
I agree with most of the respondent. Access to the lounge is the perk/benefit that provides the best value of recognition and thank you for being a loyal Marriott member. Whether I am traveling with my family or by myself, having this access allows me to rest/lounge in a more comfortable setting meet some people (like those in the Marriott Community) and possibly save some money on food purchases. The other two choices are nice, but do not compare to the lounge access.
As I always travel with my wife breakfast is the big saver. Luckily as an SPG traveller, even if there is no lounge I can have breakfast as my welcome gift. I get upgraded to suites on at least 95% of my stays in Europe, however having my 10 Suite Nights just re-enforces a Special Request, birthday, anniversary etc. Recognition is easily cured, just put your Platinum SPG/ Marriott card on the desk as you check in and say " Do you need my Platinum membership card?" that usually catches peoples attention.
I must be an odd duck out here bc the CL benefit means nothing to me. I like having it. But other than access to water, tea, coffee, I don't really use it much anymore. I used to love the thought of going to the CL. After 10 years of the same awful food from hotel to hotel with very little switch up. It's old. The CL and the free so called breakfasts at the other chains actually drive me to buy something elsewhere. There is only one CL that I stay at which is allowed to change it up and I look forward to their food but other than that its old and tired and not worth it. I would much rather have a suite upgrade. Plus now so many of the lounges are locking the doors down at 10pm you can't even get water now. You have to go to the front desk or bar so honestly what is the point? The concept is great but come on... I'm not expecting 5 stars but the brand awareness has to stop. 120 nights a year of the same bad food is too much. Nights are a little different but still not great.
I actually wish on our room profiles Marriott would ask what is your preference type of upgrade? Suite, CL floor, and so forth. Give me the Suite upgrade ever single time!
Recognition - shouldn't be an option. Should be automatic when you walk in the door. It isn't hard to say: Welcome (so and so) we have your PE status on file. Thank you for being a valued Marriott Rewards member can I get you anything? Let me know if there is any way I can make your stay more enjoyable? It's funny the welcome gifts have def slowed down..
I really like locations where the CL is open on weekends so when I cash in my points for family stays we can enjoy it together. Was at the MM in SF a few weekends ago, took my teenage son had his friend. We got them their own room so they could stay up late, it came with their own CL key. They hit the CL snacks pretty hard as you can imagine! They had a great time and it is a wonderful benefit.
Whenever I have travelled with family of friends with SPG all members of our party have been upgraded to lounge access and given a free breakfast. The best was 3 rooms booked in Malta for our children and partners. All rooms upgraded to suites, all given free breakfasts and all given lounge access FOR A FULL WEEK.
If some hotels don't want to provide food on weekends, I would like to see the CL at least be accessible to members 24 hours around the clock and during the weekends. They don't have to put out food on weekends, but they can still put out some coffee machines, a bowl of fruits, and maybe a tray of cookies. Get somebody to check and replenish them every few hours. That will go a long way.
Sometimes people just want to have a quiet lounge to do work or watch TV or meet with colleagues/friends, but don't want to sit in the noisy lobby or at the bar.
Many do that. Many others lock the door after hours.
As a leisure traveller who is about to achieve Lifetime Platinum all on my own money, I object to Marriott's attitude that it's lounges are purely for businessmen who only travel during the week. I have never yet come across an SPG lounge that is closed at weekends. Some don't open for breakfast at weekends, but provide free access to the normal breakfast service instead but then open later for drinks and snacks. None close for the whole weekend.
Without disregarding the loyal Gold Elite members who really got a raw deal.
God Save The Gold!
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