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Property Extends Benefits to Family Members following a Member Request, Right or Wrong?

Question asked by bigbrainsonbrad on Jul 26, 2016
Latest reply on Aug 4, 2016 by insertcoffee

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Okay, it seems like we have yet another slippery slope. In the spirit of Customer Service, a property extends Marriott Reward(MR) Benefits to family members following a request by the Member. Is the an example of excellent Customer Service or a member's violation of the Terms and Conditions of the MR Program, membership fraud or a Marriott Employee's willful disregard for a condition which is in conflict with the "Right Thing to Do" Customer Service?

Members and Moderators alike, I'm very interested in your feedback

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Outcomes

94 Replies

cteter Jul 26, 2016 12:39 PM
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I would like to see them allow this once or twice a year for immediate family even if the member is not present. My wife and daughter usually take a trip without me because of work and think this would be a nice perk for higher tier members. As silly as it sounds it makes them feel like they are getting something from my time away from home spent in Marriott hotels. Not looking for an unlimited perk but once or twice a year would make them feel special and build brand loyalty beyond the primary member.
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- bigbrainsonbrad @ cteter on Jul 27, 2016 10:42 AM
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  Do you feel that the property open's Pandora's Box by violating the exact terms and conditions we are expected to abide by as Marriott Rewards Members? I mean, do get me wrong, I enjoy any perk extended to family members if I'm not present should the property chose but don't you think it's setting a false expectation for the guest (family member or MR Member)?
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  - pluto77 @ bigbrainsonbrad on Jul 27, 2016 1:05 PM
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    Definitely excellent customer service.
    
    It's only a "Slippery Slope" or a "Pandora's Box," if you choose to see it that way. I don't see it that way. I think that there are many people who see it reasonably enough to understand that when they are offered something extra that they are not entitled to, it is simply a gift, and not grounds for demanding, expecting or otherwise assuming a permanent entitlement.
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    - bejacob @ pluto77 on Jul 27, 2016 1:09 PM
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      Nicely said, pluto77. A one-time customer service gesture does not create a permanent entitlement.
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    - bigbrainsonbrad @ pluto77 on Jul 27, 2016 1:25 PM
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      Pluto, come back down to Earth......if you don't mind me asking, how much do you spend with the Marriott Brand on an annual basis and are you a PE Member? Mute point; nonetheless, what do you expect when you spend your $$ with the brand? Do you expect to shuttled from room to room, do you expect to have shuttle transportation to/from the airport, do you expect to be treated with respect as guest "mi casa, su casa".......I could go on and on but the crux of my jollies here are this.......when Marriott sets me apart from the other guest and treats me differently because I spend more $ or have earned more points........well, I'm sorry but I do have a certain level of expectation as a result of my "status".......Marriott created the "status" based Rewards Program, I didn't........"Hate the game, not the player"
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      - pluto77 @ bigbrainsonbrad on Jul 27, 2016 1:30 PM
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        Sorry, I don't hate either. I might suggest you do the same.
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        bigbrainsonbrad @ pluto77 on Jul 27, 2016 1:37 PM
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        My celestial buddy.......plz take the comments with a grain of salt, pepper or whatever condiment suits your fancy......this whole string isn't about entitlement, it's about the consistent application of rules, policies, terms and/or conditions......Just for the record, I don't hate..........I just drink a beer, sit on the beach in my super hero undies and discharge those things my super-sized brain can't solve
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        pluto77 @ bigbrainsonbrad on Jul 27, 2016 1:46 PM
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        bigbrainsonbrad,
        I have suggested another point of view for you to consider, which is all I can do. You'll continue to see it the way you see it. I wish you and your wife all the best.
        
        Btw, my Insider's moniker was chosen for the anthropomorphic Disney character, Pluto the Pup, not the planet.
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        bigbrainsonbrad @ pluto77 on Jul 27, 2016 1:49 PM
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        Thanks a million for the input and keep up the sense of humor
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        john_thai @ pluto77 on Jul 28, 2016 9:54 AM
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        You're not a planet anymore.
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      - seatexan @ bigbrainsonbrad on Jul 27, 2016 1:33 PM
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        Well I suppose you yourself would expect a certain level... but extending to family is the topic. When the main MR Member is not staying at the hotel, those staying should not expect things as you would.
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      - john_thai @ bigbrainsonbrad on Jul 28, 2016 9:54 AM
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        Brad, I think you're mistaken here. The property giving you special treatment over and above what you paid for and over and above what you loyalty has earned you is simply a nice gesture on their part. It in no way obligates them to do it again. Nor should you get it in your mind that you will get the same thing every time.
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  - phctourist @ bigbrainsonbrad on Jul 30, 2016 11:17 AM
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    Giving a benefit that the customer is not promised, violates nothing. It will only become a problem when somebody chooses to believe that because they got it once, they are entitled to it, all the time!
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dansplan Jul 26, 2016 1:07 PM
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I'd say they always do extend to my family, but it depends how you make the reservation and frankly how you speak to them. Lawyers are not running the Marriott's front desks, but if they were, I'd either want better written policies, or just wouldn't stay there
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- bigbrainsonbrad @ dansplan on Jul 26, 2016 1:11 PM
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  thx for the insight
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- cteter @ dansplan on Jul 26, 2016 1:36 PM
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  I've had mixed success. Seems like AC hotels are militant about the member being present and others are not.
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  - dansplan @ cteter on Jul 26, 2016 1:42 PM
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    May times with mergers, the original policies and attitudes stay in place long after they've become part of the mothership. Maybe that's what cteter is saying, but that doesn't mean it' ok if they are really denying a benefit. As mentioned earlier, this is not actually a right, but something they can "choose" to do. Slippery slope as it was referred to in the original post, but then honey does go a long way vs. vinegar as my momma never used to say
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    - bigbrainsonbrad @ dansplan on Jul 26, 2016 1:48 PM
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      honey is outdated and nutella is more effective
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      - dansplan @ bigbrainsonbrad on Jul 26, 2016 1:51 PM
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        might as well throw in a few raw cashews while you're at it
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bigbrainsonbrad Jul 26, 2016 1:56 PM
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r u trying to play on my nut allergy
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- dansplan @ bigbrainsonbrad on Jul 26, 2016 3:12 PM
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  I just thought you were a nut period. The fact that you have allergies is news to me
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bigbrainsonbrad Jul 27, 2016 10:46 AM
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Marriott Insider Moderators, please reply. I'm curious to understand the rationale as to why a property can open Pandora's Box while at the same time setting themselves up for a MAJOR Service Failure if the same scenario is presented in the future and they elect to deny extending the benefits.
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- john_thai @ bigbrainsonbrad on Jul 28, 2016 9:55 AM
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  Kind of seems like you're trying to say that they shouldn't give you the extra benefit to begin with.
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  - bigbrainsonbrad @ john_thai on Jul 28, 2016 1:55 PM
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    failure to manage the expectations of the customer is one of the greatest failures in the Service Industry. So, long story short, that's exactly what I'm suggesting
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    - john_thai @ bigbrainsonbrad on Jul 29, 2016 9:48 AM
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      that's true. But did the property do anything to make you believe that the one time benefit they granted you would be standard?
      
      If I walk down the street and see someone playing guitar on the sidewalk and toss in $10 because I'm feeling great today does that somehow obligate me to toss in $10 every time I walk by? Should he be angry if I don't?
      
      The property gave you an unearned benefit. Be thankful for that rather than bitter because they don't give it to you continuously.
      
      As an FYI since you asked others, I am lifetime Platinum with several thousand actual BiB nights.
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brightlybob Jul 27, 2016 12:25 PM
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Multiposting on the same issue?

Need more popcorn...
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- bigbrainsonbrad @ brightlybob on Jul 27, 2016 12:45 PM
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  No quite Brightly........I'm challenging the Team at Marriott to provide a response that is consistent and doesn't conflict with the practice which is being applied in the field.
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  - dansplan @ bigbrainsonbrad on Jul 29, 2016 11:52 AM
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    With the risk of sounding religious (which I am not)...
    
    Amen Brother! ...But...
    
    Considering we are all (in some way or another, and maybe "all is too broad" so please don't get any knickers in a knot folks) fighting to get what's already promised/contractually stated....
    
    I'm not sure you want to ensure that the property staff will be excluded from doing nice things above and beyond the scope of what's written. I like most I know, want consistency and adherence to policy without having to "teach" Marriott's staff what the corp has already written down as policy. I don't really want them to NOT be able to upgrade my room, give me a few points, or whatever, because it's now verbotten. (or in the case of many out there, the case could be elite status has dropped a notch).
    
    So do I want to have my cake and eat it too? On occasion yes. I just don't like the taste of "no cake" or to be an unpaid trainer for Marriott.
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- seatexan @ brightlybob on Jul 27, 2016 1:17 PM
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  - brightlybob @ seatexan on Jul 27, 2016 2:29 PM
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    Thanks for the popcorn seatexan, this thread is getting quite tasty
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  - dansplan @ seatexan on Jul 29, 2016 11:52 AM
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    I'd like dippin dots and extra napkins please
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seatexan Jul 27, 2016 12:53 PM
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Considering the rules, the right thing to do would be to not extend benefits. The courteous thing to do, would be to extend them.

I think it is a nice courtesy extended (due to the ToS), but one that should not be expected. Just b/c a hotel allows it once, doesn't mean they have to allow it twice. *insert some quote about expectations and disappointments*. I would not call it a service failure at all considering they are not required to "serve" the benefits to anyone but the individual rewards member. I think this rule is in place for a good reason, as I could see this getting abused. Hmmm where is that over crowded CL lounge thread??

You are probably better off not even asking, but hoping for the best. Then when the courtesy is extended to the person you booked the room for, it can truly be appreciated.

It is the responsibility of each member to read the rules and understand them. Being on MR Insiders is a great way to get clarification on these rules. I don't think it sets up false expectation when one reads and understands the ToS.
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- bigbrainsonbrad @ seatexan on Jul 27, 2016 1:00 PM
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  Tarheel @ heart......I agree with your response 100%. Would you agree that once one opens Pandora's Box, it's very difficult to shut it? My level of expectation is nil unless I'm the guest, but it doesn't discount the fact that if Marriott makes the rules and Marriott (or affiliates) break the rules, am I in the wrong for merely making the request? I'm a big boy with big brains and I can accept "no", but don't give me a song, a dance, and a kiss on the cheek; and then not ask me out........
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  - seatexan @ bigbrainsonbrad on Jul 27, 2016 1:11 PM
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    I don't think it is wrong to request extending benefits, not at all.
    
    But when the manager says, "No sir, (or no mam), we cannot do that." That should have been the end, other than thanking them for their time.
    
    Of course none of us will ever know the exact dialogue here. It would be so strange if you asked and immediately the manger jumped all over you about it and insulted you.
    
    I don't see this as Pandora's box at all.
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bejacob Jul 27, 2016 1:58 PM
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The general consensus seems to be that 's okay for a property to extend unearned benefits, but that doing so once does not require them to do so again. Most everyone is saying some variation of that. You seem to want us to say something different. Perhaps you should just tell us what our collective opinion should be so we could save time.
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- tommo781 @ bejacob on Jul 27, 2016 2:00 PM
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  Well said bejacob!
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- bigbrainsonbrad @ bejacob on Jul 29, 2016 12:19 PM
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  Bejacob, it seems like a few of your comments hit the board and disappear.....maybe b/c they're in violation of the board Ts&Cs; nonetheless, I'm gonna give you a shout out. In your professional opinion as a Gov't Man (former or present) and accountant, what are your thoughts on those members who unjustly enrich themselves when their employer(s) pay the bill? Just curious, b/c I'm pretty confident that's a direct violation of the MR Program Terms and Conditions.
  
  The Guy With Big Blue Brains
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  - bejacob @ bigbrainsonbrad on Jul 29, 2016 12:35 PM
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    Ok, I'l bite, but I'm not sure I understand the question. Please explain what you mean "members who unjustly enrich themselves when their employer(s) pay the bill."
    
    If it's about earning MR rewards on business travel that is then used for personal travel, I'm sure that is up to the individual employers. For the Federal Government, I refer you to the GSA regulations on travel. §301-53.3 states "You may use frequent traveler benefits earned on official travel to obtain travel services for a subsequent official travel assignment(s); however, you may also retain such benefits for your personal use, including upgrading to a higher class of service while on official travel."
    
    So either using for future official travel or personal use is fine.
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  - dansplan @ bigbrainsonbrad on Jul 29, 2016 1:18 PM
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    How are the unjustly enriching themselves? It's fine to be on gov't per diem nor when useing employers cc and earn points, etc? Please be specific bigbrainsonbrad
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    - bigbrainsonbrad @ dansplan on Jul 30, 2016 3:16 PM
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      @dansplan I believe we're about to hit another slippery slope by which Marriott states
      "If the Member attends a convention or group meeting and individually pays
      the hotel directly for the room, he/she will be eligible to receive Points and
      elite night credits for the stay.
      
      However, contract rooms, rooms reserved by
      corporations on an ongoing basis and master-billed rooms are not eligible to
      earn points or elite night credit. Military rates at certain overseas locations
      are subject to local restrictions and may be ineligible for points or elite night
      credit.
      
      Now, I'm pretty confident that all Government employees (Mil/Non-Mil) alike are under a Contract Rate. In turn, I'd venture to guess that most corporations have similarly negotiated contract rates with our beloved service provider. Now, I'm not crying abuse, membership fraud or anything of the sort........Just Saying
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      - bejacob @ bigbrainsonbrad on Jul 30, 2016 6:09 PM
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        Actually, the Gov't/Military rate is not a contract rate. GSA sets the rate for different locales around the US. Hotels are not required offer this rate, though many do. So there is no "contract," thus the rate is eligible for points and elite nights credits. Overseas, things may be subject to different rules as the terms specify.
        
        Like brightlybob, I've reached the bottom of my popcorn bag. It was fun while it lasted.
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        bigbrainsonbrad @ bejacob on Jul 30, 2016 6:48 PM
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        Well, not quite so fast bejacob. We're not talking about Per Diem, we're talking about negotiated rates for lodging. Each GSA Schedule is shrouded with Terms and Conditions governed by FAR/DFAR/or the Respective Agency. Interestingly enough, USOGE and the IRS have taken a very strong positions on the topic.
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        iahflyr @ bigbrainsonbrad on Aug 2, 2016 9:25 AM
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        Brains....the Government rate is the Government rate for each locale, period. It is not negotiated for each agency. The FBI gets the same rate as the IRS as the FAA. bejacob is on his game and correct.
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        bigbrainsonbrad @ iahflyr on Aug 2, 2016 11:00 AM
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        Nicely said, hence the term contracted rate.....or do you think it's because Marriott is bowing to the Federal Government as a result of economies of scale? In either case, let Uncle Sam's tab get to large (national debt) and see how Marriott Responds.
        
        Love the input though
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        iahflyr @ bigbrainsonbrad on Aug 2, 2016 5:39 PM
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        The rate would be the same at Hilton, Holiday Inn, or even Motel 6. Call it what you like.
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        bigbrainsonbrad @ iahflyr on Aug 3, 2016 6:01 PM
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        Okay, okay you win......Uncle, Uncle
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        seatexan @ bejacob on Jul 31, 2016 1:04 AM
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        Yeah, bejacob I this popcorn is now making me sick! No mas por favor!
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      - john_thai @ bigbrainsonbrad on Jul 30, 2016 10:12 PM
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        I worked for one of the largest corporations on the planet and we did, indeed, have agreed upon rates with Marriott but they weren't "contract rooms". These are specific rooms that the corporation reserves for their employees usage. For instance if Exxon can contract with Marriott and have a room that is reserved for their employees and the billing goes to Exxon. Those are ineligible for points. However when I go to a hotel and use the corporate rate I get points.
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bobblehead Jul 27, 2016 2:17 PM
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have enjoyed the topic BBoB, I saw comments that the AC brand absolutely does not extend benefits and I will add the Ritz to that category.

I am a PE for life a few times over and don't think it unreasonable to expect that if my Wife goes off for a shopping weekend somewhere without me that she is extended the same benefits.

The Ritz's (except downtown Atlanta) have been downright condescending when she tries to check in using points and I am not with her to the point where we just don't stay there anymore. The JW's and Marriott's (except Chicago) have extended concierge benefits where available when she is traveling without and all the other properties have allowed early/late checkout and room type preferences.

I have been happy overall with the program but would like to see the spouse codified in to the benefits or allow you to add a spouse to the profile page.
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bobblehead Jul 27, 2016 2:17 PM
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have enjoyed the topic BBoB, I saw comments that the AC brand absolutely does not extend benefits and I will add the Ritz to that category.

I am a PE for life a few times over and don't think it unreasonable to expect that if my Wife goes off for a shopping weekend somewhere without me that she is extended the same benefits.

The Ritz's (except downtown Atlanta) have been downright condescending when she tries to check in using points and I am not with her to the point where we just don't stay there anymore. The JW's and Marriott's (except Chicago) have extended concierge benefits where available when she is traveling without and all the other properties have allowed early/late checkout and room type preferences.

I have been happy overall with the program but would like to see the spouse codified in to the benefits or allow you to add a spouse to the profile page.
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bobblehead Jul 27, 2016 2:17 PM
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have enjoyed the topic BBoB, I saw comments that the AC brand absolutely does not extend benefits and I will add the Ritz to that category.

I am a PE for life a few times over and don't think it unreasonable to expect that if my Wife goes off for a shopping weekend somewhere without me that she is extended the same benefits.

The Ritz's (except downtown Atlanta) have been downright condescending when she tries to check in using points and I am not with her to the point where we just don't stay there anymore. The JW's and Marriott's (except Chicago) have extended concierge benefits where available when she is traveling without and all the other properties have allowed early/late checkout and room type preferences.

I have been happy overall with the program but would like to see the spouse codified in to the benefits or allow you to add a spouse to the profile page.
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bobblehead Jul 27, 2016 2:17 PM
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have enjoyed the topic BBoB, I saw comments that the AC brand absolutely does not extend benefits and I will add the Ritz to that category.

I am a PE for life a few times over and don't think it unreasonable to expect that if my Wife goes off for a shopping weekend somewhere without me that she is extended the same benefits.

The Ritz's (except downtown Atlanta) have been downright condescending when she tries to check in using points and I am not with her to the point where we just don't stay there anymore. The JW's and Marriott's (except Chicago) have extended concierge benefits where available when she is traveling without and all the other properties have allowed early/late checkout and room type preferences.

I have been happy overall with the program but would like to see the spouse codified in to the benefits or allow you to add a spouse to the profile page.
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bobblehead Jul 27, 2016 2:17 PM
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have enjoyed the topic BBoB, I saw comments that the AC brand absolutely does not extend benefits and I will add the Ritz to that category.

I am a PE for life a few times over and don't think it unreasonable to expect that if my Wife goes off for a shopping weekend somewhere without me that she is extended the same benefits.

The Ritz's (except downtown Atlanta) have been downright condescending when she tries to check in using points and I am not with her to the point where we just don't stay there anymore. The JW's and Marriott's (except Chicago) have extended concierge benefits where available when she is traveling without and all the other properties have allowed early/late checkout and room type preferences.

I have been happy overall with the program but would like to see the spouse codified in to the benefits or allow you to add a spouse to the profile page.
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- bigbrainsonbrad @ bobblehead on Jul 28, 2016 8:15 AM
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  Brightly, thanks a million for the invitation but I'm currently on "House" arrest for violating the Terms and Conditions of my relationship with Marriott and if I leave my home, the ankle bracelet will alert Marriott that I'm on the move......bahahahahaha
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ks77 Jul 28, 2016 9:36 AM
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Extending benefits as a gesture of goodwill would be the nice thing to do. If it's a one time thing, or if it is due to unforeseen circumstances, then I have no problem with it. After all Marriott is in the hospitality industry, and being hard nosed and tough on guests just because there is a policy doesn't do them or the guest any good. If I was an employee who helped a guest by extending them a benefit they didn't technically "earn" but that guest tells even 3 people about how well they were treated at my property, that helps the business. If that same guest then stays at Marriott going forward because of my treating them well, again that is good for business. To give a guest a breakfast or a wifi password or late checkout, doesn't really cost much if anything. The potential gains in the future are much greater than the "cost" of the nice gesture but that is just my opinion.
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john_thai Jul 28, 2016 9:51 AM
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If the member asks for the property to extend benefits to a family member and it is clear that it is the family member who is staying there and *NOT* the member then it is entirely up to the property what they do. If they choose to extend the benefits then they are being nice guys.

If, on the other hand, the member asks for the benefits and says or implies that he is going to be staying there in order to get the benefits then that is membership fraud.
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- profhill @ john_thai on Jul 28, 2016 9:58 AM
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  We can now move forward.
  Will someone do the research to determine if "membership fraud" is a felony or misdemeanor?
  
  If a member is aware in advance of the penalties he/she could suffer the request for extension of benefits might never happen!
  
  The penalties could include be locked up in a Motel 6 for a week.
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  - john_thai @ profhill on Jul 29, 2016 4:22 PM
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    You missed what I said. I said it's membership fraud **IF** the member says or implies that he will be staying there (when he's not) in order to get his benefits extended to his family.
    
    And the punishment could be loss of points, status, benefits, etc.
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tker Jul 28, 2016 11:41 AM
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There are some benefits I would like my wife to be able to enjoy traveling without me. So, no. Which ones no? Lounge access. As Marriott gives Gold Status to United Silver (we only got Silver in return), the lounges get very crowded especially at Breakfast. That benefit should be reserved for those that earned Plat-and a guest with them. Otherwise, I see no harm. I really get frustrated when people do expand use of benefits to the point it infringes on my enjoyment. (Too many guests with them in lounge for example.)

I find Marriott VERY helpful with me when i need certs extended. Plans change etc. They have taken care of me nearly EVERY time. So, they are very flexible already to elites.
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ne_traveling_man Jul 28, 2016 12:18 PM
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I have been trying to stay away from this posting, but I have finally given in.....
Yes rules are rules, however if a hotel chooses to "bend" (I guess the way you look at "break") due to status, circumstances, just being hospitable, why is this a bad thing? To me, from what I am perceiving from your postings the minute a hotel does not follow the letter of the rules then it should happen every time - no exceptions.
Life doesn't work this way; why do you expect/demand it happens with a hotel loyalty program??
I am very happy with my overall experience with Marriott and the rewards program. Are there times of disappointment, yes but I also know in life not all things go our way all the time....
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- jerryl @ ne_traveling_man on Jul 28, 2016 4:37 PM
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  I Agree with you . I expect to get what the rules say I should get. When I get more I am of course happy but don't stress when more doesn't happen. I am lifetime platinum with around 1200 nights but I don't expect a suite just the one level upgrade when I go to a resort or any other full service Marriott Many times when I go to trip advisor to see reviews on a hotel ( it's easier to me that trying to find within Marroitt ) I often will see a highly ranked hotel with a few 1 out of fives . When I review many of those posts I see a lot of check in time was 4 and I got there at 2 and they didn't check me in . Well I am sure if rooms are ready they will give it to you but you are not entitled . Same with mega bonuses . I enjoy and take advantage of them but I am now going to change to Hilton if Marroitt decides not to have a summer bonus. Enough said
  
  ne_traveling_man wrote:
  
  I have been trying to stay away from this posting, but I have finally given in.....
  
  Yes rules are rules, however if a hotel chooses to "bend" (I guess the way you look at "break") due to status, circumstances, just being hospitable, why is this a bad thing? To me, from what I am perceiving from your postings the minute a hotel does not follow the letter of the rules then it should happen every time - no exceptions.
  
  Life doesn't work this way; why do you expect/demand it happens with a hotel loyalty program??
  
  I am very happy with my overall experience with Marriott and the rewards program. Are there times of disappointment, yes but I also know in life not all things go our way all the time....
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  - ne_traveling_man @ jerryl on Jul 29, 2016 1:18 PM
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    Thanks Jerryl, I appreciate your comments and agree with you that some of the criticism you see on Trip Advisor is not always valid.
    Happy and Safe Travels!!!
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  - phctourist @ jerryl on Jul 29, 2016 5:07 PM
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    My guess is that Bigbrain is just upset that they won't bend the rules for him every time!
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phctourist Jul 28, 2016 2:46 PM
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Of course it is an example of good service and not "a Marriott Employee's willful disregard for a condition which is in conflict with the "Right Thing to Do"."

That does not mean that it must be done anytime anybody asks for it. There are multiple factors that must be considered when granting special requests and a Marriott employee should consider the pros and cons.

I do occasionally ask for service beyond my entitlement and I am often granted these favors. I try not to abuse such favors and usually have a good reason for making these requests.

BigBrainsOnBrad I appreciate when these accommodations are made for me and I try to understand when they are denied.
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brightlybob Jul 29, 2016 6:07 PM
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Well, this started off entertaining enough but ran somewhat sour as the I reached the bottom of my bag of sweet popcorn.

bigbrainsonbrad, I wasn't with you at all on your first version of this complaint and this version does you no more credit. Expecting a favour to be repeated because it's been made once before shouldn't raise an expectation of repetition, it should raise gratitude at the favour. Your position is fundamentally unreasonable and I can't see how it is possible to believe otherwise. john_thai example serves well here, tipping the beggar one day does not confer an obligation to tip every day; Likewise my example on another thread of an offer to buy a pint does not confer an obligation to buy another beer later, or indeed ever again.

Your expectation was wrongheaded and a dreadful example of Platodious behaviour. I see you raising everyone who disagrees with you here, which is, um, everyone who has replied. No doubt you believe one day the world will agree with you here, but I can guarantee it won't be in either of our lifetimes. You asked for opinions and got them. Move on.

Incidentally, I don't think bejacob has ever had a comment or thread removed by the mods here, he is a stunning example of tolerance and moderation. The same cannot be said of me

@misterchk oops, profhill - stop this infantile campaign against tommo781. It's pathetic and demeans you...
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- profhill @ brightlybob on Jul 29, 2016 6:50 PM
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  brightlybob and tommo781
  
  When Tommo discovers who I am he will understand my animosity toward him. In 2014 he made the attempt to bully me and post that the comments I made on various issues were "stupid" - his words.
  
  As to our mutual acquaintance Chuck - he will no longer communicate with me as he is convinced that he is getting blamed every time I post.
  
  I believe earyone should now be aware that Chuck, prior to cutting off all communications, asked me to forward a private note to Tommo - as it was in the form of an email one could not help read it.
  
  In any case it is quite surprising that Tommo didn't publish it . (you will recall that Tommo loves to publish private messages if to his advantage.)
  
  So I will: Another clue as to me not being Chuck is simply: I'm not that nice!
  
  From: Chuck Marinoff@ms
  Sent: Saturday, July 16, 2016 12:07 PM
  To: 'profhill@gmx.com' <profhill@gmx.com>
  Subject: Our previous communication
  
  Hill,
  
  As I previously requested I would be most appreciative if you would forward this email to Tommo via private message. I no longer have the ability to do so.
  
  With thanks in advance,
  
  Chuck
  
  Dear Tommo,
  
  Firstly, I am not “profhill” – I was contacted by him via email (he obtained the address from a member he was told had it) and asked me why I was banned. He feels the way I do about what we joking call the “police state” site. And, it’s practice of censorship.
  
  I made the mistake of forwarding him most of the posts that ignited the incident.
  
  Basically I have no ill will as to you. You might have been in the wrong place at the right time. What brought me to the point of lashing out was the idiotic and treatment by these “moderators” practicing censorship – if the site is an “insider’s site” why in the world would you give “non-insiders” “policing powers”?
  
  In any case please accept my apology for what was simply bad behavior on my part.
  
  Although I don’t travel to Norwich I do travel to London a few times a year and would love the opportunity to share a drink or a lunch/dinner if we can arrange to meet.
  
  Take care,
  
  Chuck
  
  You all can make up you own minds who is who - my given name is Charles. The same as Chuck - We both live in Los Angeles. I'm a recent arrival - Chuck has been here for a zillion years. We have never met face to face but those plans are on hold as communications to him are not answered.
  
  The only regret I have is the blame he is receiving for my trashing of the site -
  Chuck is also aware that I have credible evidence that the site is managed by a third party vendor (public relations company) and the moderators do not work for Marriott.
  
  SO TOMMO, THE ABOVE PRIVATE MESSAGE SENT TO YOU SEEMS TO BE THE ONLY ONE THAT YOU HAVE CHOSEN NOT TO PUBLISH. Come to think of it you don't have a habit of posting anything constructive.
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  - brightlybob @ profhill on Jul 29, 2016 7:06 PM
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    Yeah, profhill that's right... Double down, and swipe again at an ill man who is a valuable and well regarded member of this site.
    
    Your latest wretched contribution is no more welcome than those effluent-ual ones you "passed" and befouled this thread with earlier...
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    - profhill @ brightlybob on Jul 29, 2016 7:25 PM
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      Sir BB,
      
      If you review Tommo's 2014 comments you will easily determine that he is a chronic "bully".
      
      Yes, I am very vindictive in my comments - I have my reasons. (If Mr. Trump is elected the monitoring of sites will be common place).
      
      I also have a general view that those that post regularly are so afraid of "rocking the boat" that this site will remain what Marriott wants it to be - a marketing vehicle that was never intended to initiate change or improved conditions of it's customers.
      
      Have a nice evening Sir.
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- bigbrainsonbrad @ brightlybob on Jul 30, 2016 2:38 PM
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  Now brightlybob, are you disappointed b/c I didn't buy you a pint after your offer? I do see how an expectation could've been established after extending that manly gesture, but you see.....I'm the beggar on the street john_thai extended himself to and I spent the last $10 I had buying Marriott Reward points so that I'd have a roof over my head. So, please forgive me, but as soon as my lottery check clears, I'll buy the bar and close the loop on the expectation.......
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john_thai Jul 29, 2016 8:57 PM
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Well one thing we have to say. This thread has made MRI a bit more interesting to read the last few days.
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bigbrainsonbrad Aug 2, 2016 8:26 AM
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Et Al,

First let me extend my sincere thanks for all who have taken the opportunity to share your thoughts regarding this post. Facts, opinions, here say.......all welcome. For the Marriott Associates who have taken the time, energy and to read and take action as a result of my post........I extend a special thanks to you. For had you not tipped your hand(s), I would've never known, much less, realized there is a deeper/darker underbelly to this beast.

Kindest Regards

BBOB
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insertcoffee Aug 4, 2016 12:05 AM
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I'm a little unclear on the question due to the framing of the question/s.

But I have been the happy recipient of a number of things not overtly part of my listed benefits, as I'm sure we all have at some time or another.

Unless I had a very special relationship with a GM, I would never call a property back and ask for those things, and certainly I don't expect them just because I got them once.

I also don't kiss and tell. If a GM wants to do me a solid and give me some very lovely benefits no one else is getting there, I'm certainly not going to out him/her on the interwebz and have *other* people thinking they, too, should have X, Y, or Z benefit.
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- tommo781 @ insertcoffee on Aug 4, 2016 1:54 AM
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  I quite agree with you insertcoffee. I too have received benefits, some big - some small, especially at hotels where I am known as a regular guest. The only time I have ever asked for anything was when during a conversation with a GM at one of the hotels, he asked if we had any plans for future breaks. I mentioned we were going to book another Marriott for later in the year, using points. He told me to email him the confirmation number when we booked - and said that he would be "very displeased" with me if I didn't! So I did, and lo and behold our reservation was immediately upgraded from a standard points room to a suite. However, I certainly would not expect him to arrange such treats at other hotels again, and I would never ask him to.
  
  But this sort of perk, is not exclusive to hotels is it. Generally, it is called "looking after your loyal, regular customers. I regularly go to a couple of restaurants. One is a chain, the other a small privately owned restaurant. Both of them will notice our name from the bookings, and reserve us our favourite table - if they can! But if they can't (in both restaurants our favourite table is for 4 and we are usually only 2) we totally understand. Because they often give us the tables, doesn't mean we expect it every time.
  
  We also sometimes are given a glass of wine on the house, or an extra food treat. This is what businesses do to keep their regular customers, but we don't expect it every time.
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  - insertcoffee @ tommo781 on Aug 4, 2016 3:15 AM
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    Our thoughts are like brothers on this, tommo781. And so utterly delightful when something like that happens--whether at hotel, restaurant, club, or whatever it might be. It would never cross my mind to expect these things, like you, just because they might have happened before once or multiple times. Like the dinner table item, it isn't always possible, even if the desire by the host is there. Always appreciative when it happens.
    
    We used to have a particular restaurant we would always go to when both of us were in town more than a two days at at time. We loved going, and were always given a warm reception. Like you, we liked a table for four even though we were two. When they could, they would give us that larger table. We would regularly get some additional oysters, or port, or some new cheese to try, or some other gesture, which we appreciated, but did not expect. That restaurant has sadly moved to a larger footprint and for us, lost much of its charm, the GM went on to open his own restaurant, but we still talk about those wonderful dinners and the good times we had then. While the food was wonderful, it was also the relationship we enjoyed greatly which added much to our experiences there.
    
    I have been the beneficiary of many lovely gestures over the years and good treatment. Have had some clunkers, too, but honestly, those pale in comparison to the many good hospitality folks out there, who really mean to do the right thing and, let's face it, for not much financial reward.
    
    I think that some folks have expectations not congruent with what should be expected, or think that a certain gift is now an entitlement or benefit. Say thank you graciously and don't think it should be a regular occurrence.
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