In the world of hotel stays, the elite experience with Marriott in the United States is often marked by predictability and disappointment, especially during the check-in phase. As an individual who travels internationally more often than within the country, I find the hospitality in the U.S. to be insufficient, frequently tainted by high costs and poor customer service. Nonetheless, there are occasions when a stay at a Marriott is necessary, and my recent encounter embodies the typical experience for Marriott elites.
Boasting Marriott Bonvoy Ambassador status, which is not easy to achieve, I expected a certain standard of service. Prior to my arrival, I observed a pre-upgrade to a room offering a view, a small enhancement that came with an additional cost of $9 over my initial reservation. Even though there were several higher room categories available, the upgrade was minimal, a frequent situation at Marriott locations.
During check-in, I encountered a front desk agent instructing a new hire. Taking the chance for a teaching opportunity, I asked about a possible upgrade. The agent, with a laid-back and dismissive attitude, swiftly declined any possibility of a suite upgrade, instead presenting a bag of honey roasted peanuts as a token for my loyalty. This gesture seemed insufficient, particularly in light of the considerable investment needed to achieve Ambassador status.
The situation was further complicated by the explanation of the daily destination fee, which necessitated a $35 charge for an $18 credit at the restaurant. This illustrates the nickel-and-diming tactic that diminishes the overall experience.
Numerous Marriott properties in the U.S. seem apathetic toward the possibility of upgrading elite members. Casual inquiries about upgrades rarely yield positive outcomes unless one is ready to engage in a disagreement, which I prefer to steer clear of. The recent introduction of an AI tool for allocating elite upgrades has not enhanced the situation, as the system does not prioritize ideal upgrades.
Even with the increased qualification criteria for Ambassador status, the actual benefits often resemble those of lower-tier statuses such as Platinum or Titanium. Significant upgrades usually happen when utilizing Nightly Upgrade Awards, which are tied to Choice Benefits rather than status. While my Ambassador is praiseworthy, their influence is restricted to remote support.
Ultimately, the Marriott elite experience in the U.S. continues to fall short. My recent visit reaffirmed my hesitation to select Marriott for domestic stays. As an Ambassador member, the upgrade to a room with a partial view and the token offering of a bag of nuts highlight the inadequate attempts to elevate the elite experience. The cycle of dissatisfaction persists, leaving one to ponder the value of maintaining such a status.