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How does Marriott treat you as an elite?

twiningb

Member
Joined
Sep 2, 2015
Messages
469
Solutions
1
Points
220
Status: Gold
Property: Sheraton Melbourne
Date: 28/11/2020
Booked: Deluxe Larger Guest Room (king)
Received: same class, but a corner room

This was our first hotel stay since COVID19 became a thing, so obviously some stuff was closed or unavailable. They'd just reopened the spa so we got a good deal on massages, then the couple before us ran overtime so despite only being 20min late starting, they added 25% duration and discounted the treatment prices by a further 20%. I was also offered a glass of sparkling wine on checkin.

I received my Amex Offer email as soon as the preauth was placed on the card, and we charged the massages to the room, so I've already received my Bonvoy points and I'm expecting the cashback in a couple of days.
 

eric2011

Established Member
Joined
Feb 5, 2011
Messages
2,017
Points
470
Qantas
Bronze
Virgin
Platinum
Status: Platinum Elite (from status match)
Property: W Hotel, Brisbane
Date: 19/11/2020
Booked: "Wonderful guest room" (entry level room) Partial river view
Price Paid: $254
Received: "Fantastic Suite" Full river view, Bottle of (good) wine
Normal price: ~$620 - $750 depending on occupancy
 

wannabeinvestmentbanker

Active Member
Joined
Aug 14, 2014
Messages
569
Points
290
Status: Platinum Elite (from status match)
Property: W Hotel, Brisbane
Date: 19/11/2020
Booked: "Wonderful guest room" (entry level room) Partial river view
Price Paid: $254
Received: "Fantastic Suite" Full river view, Bottle of (good) wine
Normal price: ~$620 - $750 depending on occupancy
As an Ambassador I second the above. Stayed about 4-5 nights over last couple of months at W Brisbane and received Fantastic Suite each time when booking base level room including last Friday when they were completely full and where have been on separate reservations.

Welcome gifts included: sparkling wine, beers on a hot weekend and doughnuts

Marriott discounts make drinking at Wet Deck somewhat reasonable. I prefer breakfast in room on weekdays but breakfast in restaurant is more than adequate.

The team have no idea when Westin/Marriott will cease being quarantine hotels so W remains only Marriott option for now in Brisbane.
 

eric2011

Established Member
Joined
Feb 5, 2011
Messages
2,017
Points
470
Qantas
Bronze
Virgin
Platinum
The team have no idea when Westin/Marriott will cease being quarantine hotels so W remains only Marriott option for now in Brisbane.
I was told a long time ago that it was to be end of January but since everything is opening up now that may not be correct. Hopefully when the Westin/Marriott/Four Points come back on line the prices may reduce a little at the W. Same can be said for the Rydges which is also off line ATM. I use them all and juggle the prices.
I have another stay at the W this Sunday. Interesting to see what, if any, upgrade I get
 

redwoodw

Member
Joined
May 25, 2016
Messages
140
Points
135
As an Ambassador I second the above. Stayed about 4-5 nights over last couple of months at W Brisbane and received Fantastic Suite each time when booking base level room including last Friday when they were completely full and where have been on separate reservations.

Welcome gifts included: sparkling wine, beers on a hot weekend and doughnuts

Marriott discounts make drinking at Wet Deck somewhat reasonable. I prefer breakfast in room on weekdays but breakfast in restaurant is more than adequate.

The team have no idea when Westin/Marriott will cease being quarantine hotels so W remains only Marriott option for now in Brisbane.
Do they still do free flow drinks for plat and above in the evening as they did before the pandemic?
 

LadyC

Established Member
Joined
Feb 21, 2012
Messages
2,584
Points
695
Status: Platinum Elite
Hotel: Element Richmond
Date: 9/12
Room booked: Entry level room
Room received: View King room (next level up) plus a bottle of wine
Price paid: 12,000 points - pointsaver redemption rate
 

sudoer

Established Member
Joined
Feb 23, 2015
Messages
1,973
Solutions
3
Points
575
I participated in the recent Bonvoy Plat status challenge (15 nts / 90 days to retain til Feb 2022) and on a recent trip to Melbourne stayed at two different properties to get a feel for my options. These were nights #14 and #15 to meet the challenge requirements so I guess I'll have to try a few more properties in 2021 😏

Status: Platinum
Property: Westin Melbourne
Date: 5/12/2020
Booked: Westin Standard
Price Paid: $257
Received: Westin Deluxe (~$350)

A few days prior I noticed my booking had been bumped up two categories to a Deluxe. Checked in with the Bonvoy app on the morning of the stay with an arrival time 11am and check-out for 4pm. Shortly after a notification arrived that my room key was waiting at the front desk, but I then saw the category had been bumped down one category to a City room. At the front desk I mentioned that the category had been jumping around on the app. He apologised and re-upgraded to a Deluxe.

Room itself was great, bed very comfortable and huge bathroom with separate bath/shower and double basins. The only let down was the TV which was rather old, laggy, and low res. I tried plugging my laptop into the HDMI input by the work desk to watch something on Netflix, but the port only carried video (no audio) which made it unusable. It wasn't possible to switch source to the HDMI port on the TV itself.

No special status perks except a couple of drink vouchers for the Lobby Lounge (used on takeaway coffees in the morning which were passable), and the choice of 1000 points or an a la carte breakfast also at the Lobby Lounge. I took the points so can't comment on breakfast.

Status: Platinum
Property: Marriott Melbourne
Date: 6/12/2020
Booked: Grand Deluxe Guest Room, Top floor
Price Paid: $238
Received: tl;dr, 1 Bedroom Suite, City view (~$303)

The day prior to arrival I contacted the property using the Bonvoy app 'Chat with Us' function to confirm whether the Exec Lounge had reopened (it hadn't) and ask about the possibility of an upgrade. The response was a promising "we will certainly upgrade you at check in".

Fast forward to the check-in desk - the clerk makes no mention of status and hands over a paper to sign which showed the allocated room the same as booked. I queried whether an upgrade would be available and was met with a dismissive "we've already upgraded you to one of our top floor rooms". After showing the booking confirmation email, the response was "the booking is coded in our reservation system as a Premier room", and there were no higher category rooms available. There were five higher categories available for sale on marriott.com, but the clerk was adamant that those rooms on marriott.com were actually not available for guests to stay in (and then frustratingly mentioned again that I had already been upgraded, which I hadn't). They could not explain the discussion I'd had with the property via chat the day prior.

This interaction really took me by surprise and the clerk's lack of understanding/empathy was a little frustrating. I accepted there were no point arguing further but asked for the GM's email address so I could share the experience. At this point, the manager on duty popped out from a room and was immediately very apologetic. He explained no higher category rooms were available because the majority of floors were closed off due to low occupancy. He also said it was out of his hands, but altering inventory on marriott.com is particularly hard so they had left it all showing as bookable. Apparently this misunderstanding had arisen with a few Platinum/Titanium guests in recent weeks since the lockdown lifted - I wasn't the first.

I appreciated his honestly and completely understood that it wasn't viable for a hotel with low occ to keep all its floors open, but also explained the customer experience had been far from ideal and I would have appreciated the honesty from the beginning.

About 30 minutes after reaching the room (as booked) I received a call from the same manager on duty. He'd relayed my comments to the GM and been given permission to open up another floor and that a room key for a 1 Bedroom Suite would be available from reception in about an hour after housekeeping had given it a once over.

The rest of the stay was fairly good. A noticeable step down from the Westin in terms of room comfort, but not terrible. In lieu of the exec lounge the property is offering an "executive menu" which can be ordered for free via room service.

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sudoer

Established Member
Joined
Feb 23, 2015
Messages
1,973
Solutions
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Points
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Thanks for the review. Could you have a selection from the executive menu in all three category headings?

I didn't end up making use of the menu as I was out in the evening and had breakfast plans in the morning, but my understanding was you could order as much as you wanted - how the EL would usually operate.
 
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jjonnboy

Member
Joined
Jan 2, 2014
Messages
192
Points
165
Status: Platinum Elite
Property: JW Marriott Gold Coast Resort and Spa
Date: 21 to 24 December
Booked: 2 x points rooms. 120k + 135k
Received: 2 room suite with extra large balcony overlooking pool and ocean + twin room with large balcony (both on level 4).

This property relaunched yesterday and the staff couldn't be more excited to see guests. Everyone has been so accomodating. Check-in for status members was in the seated area, with lavender and lemon refresher drink and chocolates.
Whilst the lovely Amber was checking us in, Ravinder, the GM came out to greet us and I had a good chat to him about the refurbishment. He said $35M had been spent with the rooms stripped bare and it shows; the rooms are newly finished in a luxury coastal style with high quality finishes and amenities. Other important features for me are 2 x 60 inch TVs with seamless chrome cast integration, rain shower and accessible bedside power and USB points.
Both pools are open; we have previously enjoyed swimming amongst the fish in the salt water lagoon pool but Ravinder said they are still on holiday at SeaWorld until they can balance the pool and reintroduce them after a lot of rain on the GC.
They have a family program, with pizza and sushi making sessions through the week.
Water stations per floor will be ready this week.
Citrique, the main restaurant has been fully refurbished and are now offering seafood stations (as compared to buffet previously). Misono, Japanese restaurant is reopening in a few days.

Overall, having stayed at the previous Marriott many times, this first JW in Oz is a fantastic welcome addition to the GC and to the growing Marriott portfolio in Australia.
 

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