Typically I have no issues holding hotels accountable when they don’t honor published elite perks. However, Marriott Bonvoy’s elite welcome gift guarantee might be the one exception, as it’s something I really struggle with, probably because I’m someone who generally avoids confrontation when I can. I’m curious what OMAAT readers think…
Marriott Bonvoy offers a few elite benefit guarantees, which cover things like getting your preferred bed type, having your reservation honored, getting access to guaranteed availability, etc.
Arguably the most interesting guarantee centers around welcome gifts. Marriott Bonvoy Platinum, Titanium, and Ambassador members, are entitled to a welcome gift when they check-in at a Marriott property. Choices range from points, to breakfast, to a gift, to a food & beverage credit. As this policy is described:
I feel like the way this is executed almost guarantees a really uncomfortable interaction, and I don’t see how a hotel won’t strongly dislike a guest after they request this. After all, the compensation isn’t really proportional to the “mistake.” As a matter of fact, there’s no difference whether I’m offered my points at check-in or later during my stay, since they’ll only post after my stay anyway.
More often than not if you aren’t offered a welcome amenity, it’s because the front desk agent might be overworked, and it was an honest mistake. I certainly don’t want to get the person checking me in trouble or penalized, but that seems like it could very well happen if the hotel has to take money out of its budget to exercise this guarantee.
To be clear, I’m not in any way judging anyone who uses the guarantee — it’s something Marriott clearly promises, and there’s nothing wrong with exercising that promised perk. It’s just something I personally struggle to exercise. Maybe it’s because I’m too much of a pushover, maybe it’s because I don’t like conflict, or maybe it’s a combination of both.
If the money were coming out of the pocket of Marriott’s CEO, I’d be first in line to request it. However, that’s not actually the case, obviously.
Bottom line
Marriott Bonvoy Platinum members and above are guaranteed a welcome gift. If a front desk agent doesn’t offer it at check-in, you’re entitled to cash compensation of up to $100, depending on the type of property.
A great solo travel tip spotted this week on One Mile at a Time.
