To Marriott: Dishonesty can kill your brand!

To Marriott: Dishonesty can kill your brand!

When there are so many negative things going on in our lives, I wish I could write something positive. However, we are in an era where money has more value, so I want to create awareness about the loyalty programs that companies are marketing very successfully. Unfortunately, these loyalty programs may not be as beneficial as we are promised because I recently experienced Marriott’s member benefits fiasco after three years.

One of the biggest mistakes most of the companies are making is being dishonest with their customers. However, they aren’t aware that a single customer counts and their dishonesty can kill their brand. As a customer, when we discover their deceit, we lose trust and confidence in their brand and look for other options.

Last week, I felt cheated when I found out that I could book Marriott hotels cheaper when I book through other travel websites. Not only was I very disappointed with their fake exclusive member price promises, but also with myself too because I always brag about my smart decision-making skills. I was a loyal customer over the past 3 years. Somehow blindly, I believed that they provided a competitive price and booked all my hotels through their websites. Last year, I was a Titanium Elite member. You need to have 75 or more qualifying nights to become eligible for it. This year, I’m a Platinum Elite member. You need to have 50 qualifying nights to become eligible for it, which is quite an investment to spend on one brand. Also, I was using their credit card until last week.

I was thinking that I was saving money with their member benefits. I value my money because I work very hard for it, and I always do my best to spend it smartly. However, it seems like I made a big mistake over the past several years by assuming that Marriott provided better member rates than any other travel web sites. By using the Marriott loyalty program, my goal was getting their promised exclusive member rate for the hotel stays and other benefits such as complimentary breakfasts almost at all the hotels, an opportunity to have a late checkout, and receive Marriott points. Sadly, it never occurred to me that the same hotel room could be cheaper at other travel websites.

We had a weekend trip, and instead of booking our hotels through the Marriott website, we booked it through Chase Travels, which uses Expedia. I compared the prices with the Marriott website and found out that it was cheaper on Chase Travels. It was annoying to see the price difference, but it got worse when we arrived at the hotel. It was one of the Fairfield hotels, and I mentioned to the receptionist that I was a Platinum member. He said, “It does not matter because you booked your hotel room through a third party.” So, we weren’t provided welcome points, late check out options, and a warm welcome for being loyal valued customer. I thought that the receptionist was inexperienced and decided to send an e-mail to Marriott later.

The next day, I debated between Hampton Inn and Marriott. I told my husband that I wanted to try again with another Marriott Brand. This time, I decided to record the prices, so I can have an evidence to make my argument with them. I booked a Courtyard Marriott Hotel through Chase Travel, and it was $25.00 less than the Marriott member rate. When we arrived at the hotel, I mentioned that we are a platinum member. We were told that since we booked our hotel room through a third party, it didn’t matter what our membership status was—no warm welcome for being a valued loyal customer, no breakfast, or any other promised benefits..

Also, when I received our invoices, I wanted to enter the missing nights in the Marriott system. The first question addressed whether or not we booked our hotel room through a third-party website. So, regardless of what you pay, more or less, the system doesn’t even allow you to submit the night request if you booked the room through a third-party.

I felt cheated, because over the past 3 years I was paying stupidly more money to be able to get qualifying nights thinking that I was saving money. Not only was I wasting my money, but also, I was recommending to all my friends and bragging about the Marriott benefits. Unintentionally I was helping them to waste their money too.

So, I’m asking the Marriot management:  is this your way to make money from the innocent people, who believed in your brand and became loyal members to get your exclusive member rates? Obviously, if the third-party travel agencies provide better prices than your member prices, why in the world should we pay more through your website?  If it is your member benefit rule to book rooms through your website, why doesn’t Marriott offer a price match? Also, Marriott is still making money from our stay, so why are we getting punished for it?

My husband and I decided not to be part of Marriott anymore. I will never recommend them to anyone, and I will share my experience with all my friends and families. All I can say is, their dishonesty will kill their brand, and I won’t waste my money with their hotels, credit cards or anything related to Marriott.