In the video titled “Marriott: After 6 Years, 600 Nights & $120,000 – I QUIT!” by Coolist, the speaker shares their experience as a Marriott Ambassador Elite member for six consecutive years and why they ultimately decided to leave the program. They discuss the perks they enjoyed as an ambassador, such as frequent upgrades, late checkout policies, and valuable points redemption. However, they also highlight the declining quality of customer service and personalized perks in the program. Despite being extended titanium Elite Status for the current year, they express uncertainty about returning to Marriott Bonvoy and believe the program needs to regain its previous value. They also mention how other companies have started reinstating loyalty program perks due to customer feedback and ask for viewers’ thoughts on Marriott Bonvoy and other worthwhile loyalty programs.
Reasons for Choosing Marriott Bonvoy
Perks of being an ambassador
When you initially chose Marriott Bonvoy, it was because of their prestigious ambassador program and the enticing perks that came along with it. As an ambassador, you enjoyed a myriad of benefits that enhanced your hotel stay experience. One of the key perks was the frequent and substantial upgrades you received. Almost every time you checked in, you were pleasantly surprised by an upgraded room, ranging from Junior Suites to luxurious Presidential Suites and Villas. These upgrades made your stays feel special and added an extra touch of luxury to your travel. The upgrades were not only plentiful but also meaningful, allowing you to truly enjoy the best accommodations that Marriott had to offer.
Another significant perk of being an ambassador was the late checkout policy. You were able to extend your checkout time to 4:00 p.m., effectively granting you an entire extra business day at the hotel. This flexibility came in handy when you needed extra time for meetings, exploring the city, or catching a late flight. The ability to have a late checkout provided convenience and made your trips more relaxed.
Furthermore, the points system within the Marriott Bonvoy program held great value. As a top-tier member, your accumulation of points was rapid, but more importantly, the points were worth something. You could redeem your points to book luxurious hotels around the world, such as Bora Bora, Paris, or Las Vegas, for a relatively low number of points. This made your points valuable and allowed you to indulge in incredible experiences without breaking the bank.
Previous positive experiences
During the first few years of your Marriott Bonvoy membership, you had nothing but positive experiences. The expansive selection of hotel brands and locations, including the newly merged Starwood properties, provided a wide range of options to suit your travel needs. The exceptional customer service and personalized perks made you feel taken care of and appreciated. Whether it was personalized greetings, handwritten letters, chocolates, or last-minute cancellations with full refunds, the customer service team went above and beyond to ensure your satisfaction. These positive experiences solidified your loyalty to the Marriott Bonvoy program and made you excited to continue your partnership with them.
Brand reputation and trust
Another reason that convinced you to choose Marriott Bonvoy was the brand reputation and long-standing history of trust associated with Marriott. As one of the largest hotel chains globally, Marriott had a proven track record of providing quality service and accommodations. Their extensive portfolio of hotel brands, including Courtyard, SpringHill Suites, and Ritz Carlton, gave you confidence that you would always have a comfortable and enjoyable stay regardless of the destination. This reputation and trust further reinforced your decision to align yourself with Marriott Bonvoy.
Noticeable Decline in the Program
Lack of upgrades
Unfortunately, over time, you began to notice a decline in the program, which affected your overall satisfaction. The once abundant and impressive upgrades you received started to dwindle. Initially, you were getting upgraded to Junior Suites, then only to corner rooms or higher floors. The grandeur of being upgraded to Presidential Suites, Governor Suites, or Villas became a distant memory. This decline in upgrades made you question the value of the program and left you disappointed during your stays.
Changes to late checkout policies
Another major disappointment was the changes to the late checkout policies. Previously, as an ambassador, you were guaranteed a late checkout time of 4:00 p.m. However, the policy became problematic, leaving you uncertain about the convenience you had grown accustomed to. Late checkout was no longer guaranteed but rather just a priority request. The guaranteed time shifted to 2:00 p.m., then to 1:00 p.m., and sometimes even as early as noon. Occasionally, late checkout was simply not available due to the hotel being fully booked. This inconsistency and the lack of certainty in late checkout significantly impacted your travel experience and disrupted your plans.
Devaluation of points
One of the most disheartening changes you experienced within the Marriott Bonvoy program was the devaluation of points. The transition from a price-based points system to a category-based system had a profound impact on the value of your loyalty points. Previously, the cost of a hotel stay in points reflected the actual price of the room, allowing you to book incredible properties for a relatively low number of points. However, with the category-based system, the points required for stays at premium hotels, such as W, St. Regis, Ritz Carlton, or Autograph Collection increased substantially overnight. The once reasonable amount of points needed for a week’s stay suddenly doubled or even tripled. This devaluation of points diminished the value of your loyalty and left you questioning the worth of staying within the program.
Customer Service and Personalized Perks
Lack of customer service
One of the aspects that played a significant role in your decision to leave the Marriott Bonvoy program was the noticeable decline in customer service. The personalized and attentive service you had come to expect as an ambassador disappeared. Previous interactions with a dedicated Marriott Ambassador who provided personalized care and attention were replaced by impersonal group emails. The absence of a consistent contact person left you feeling disconnected and undervalued as a customer.
Absence of personalized perks
Alongside the decline in customer service, the absence of personalized perks further contributed to your decision to leave. The personal greetings from the general managers, along with thoughtful gestures such as chocolates and fruit baskets, became a thing of the past. The little under-the-table favors and the flexibility to arrange last-minute cancellations were no longer granted. The lack of these personalized perks took away the feeling of being cared for and appreciated by Marriott Bonvoy, pushing you further away from the program.
Comparison with other loyalty programs
The decline in customer service and the absence of personalized perks led you to explore alternative loyalty programs. While Marriott Bonvoy had been your preferred choice for a long time, the changes made you question its value in comparison to other loyalty programs in the market. Looking at the experiences of friends and colleagues who were part of other programs, you noticed the stark contrast in the level of service and personalized perks provided. This comparison fueled a growing dissatisfaction with Marriott Bonvoy and raised doubts about its ability to meet your expectations as a loyal customer.
Appreciation for Extended Titanium Elite Status
Acknowledgment of the gesture
Despite leaving the Marriott Bonvoy program, you were pleasantly surprised to receive an unexpected benefit—the extension of Titanium Elite Status for the current year. While not a personalized gesture, you still appreciated the recognition of your loyalty and the value that came with the Titanium Elite Status.
Unexpected benefit
The extension of Titanium Elite Status was a positive outcome of your previous partnership with Marriott Bonvoy. Titanium Elite Status provided additional benefits and perks that enhanced your stays, such as room upgrades, late checkout, and access to exclusive amenities. The unexpected nature of this benefit made you reflect on the value you had brought to the program and the appreciation Marriott had for their loyal customers.
Importance of recognition
The extension of Titanium Elite Status underscored the importance of recognition for loyal customers. While it may not have been a deliberate and personal decision, it served as a reminder that Marriott Bonvoy acknowledged the loyalty and commitment of their frequent guests. The gesture of extending Titanium Elite Status demonstrated Marriott’s desire to maintain a positive relationship with their customers and regain their trust.
Uncertainty About Returning to Marriott Bonvoy
Loss of faith in the program
Despite the extension of Titanium Elite Status, you still felt uncertain about returning to the Marriott Bonvoy program. The noticeable decline in perks, customer service, and overall program value had eroded your faith in the program. The changes made by Marriott Bonvoy had generated a sense of disappointment and mistrust, leaving you hesitant to recommit and invest in the program again.
Expectations for improvement
If you were to consider returning to the Marriott Bonvoy program, you expressed the need for significant improvements and a return to their previous standards. The decline you experienced highlighted the importance of transparency, consistency, and genuine value within loyalty programs. Restoring these core elements was crucial for Marriott Bonvoy to regain its former appeal and provide customers with a reason to return.
Comparison with other loyalty programs
The uncertainty about returning to Marriott Bonvoy prompted you to explore alternative loyalty programs in search of a more valuable and satisfying experience. The decline in the Marriott Bonvoy program allowed you to see that other companies also faced similar challenges and made cuts to their loyalty programs. However, you noticed that some companies, particularly Delta, were now reinstating perks based on customer feedback and demands. This raised the question of whether other loyalty programs might be able to offer a better overall experience, ultimately influencing your decision on whether to return to Marriott Bonvoy.
Reinstatement of Loyalty Program Perks
Observation of other companies reinstating perks
The observation of other companies, such as Delta, starting to reinstate loyalty program perks based on customer feedback provided hope for the reinstatement of lost perks within Marriott Bonvoy. The acknowledgment of cutting too far and the efforts to rectify the situation highlighted the impact that customer dissatisfaction and feedback can have on businesses. This observation demonstrated that there was a possibility for Marriott Bonvoy to recognize their missteps and work towards providing a more valuable and satisfactory experience for their loyal customers.
Impact of customer feedback
Customer feedback played a crucial role in pushing companies, including Delta, to reinstate loyalty program perks. The feedback and demands of customers had a significant impact on the decision-making process of these companies. As more customers expressed their discontent and found alternatives, this feedback became impossible to ignore. The reinstatement of perks showcased the influence that customers hold and the importance of their satisfaction in maintaining a successful loyalty program.
Importance of customer satisfaction
The reinstatement of lost perks within loyalty programs underscored the importance of customer satisfaction. Businesses rely on loyal customers to maintain their success, and a decline in customer satisfaction can lead to significant consequences. Marriott Bonvoy, like other companies, needed to prioritize customer satisfaction to regain their faith and retain their loyal customer base. By reinstating loyalty program perks, Marriott Bonvoy had the opportunity to show their commitment to customer satisfaction and regain their position as a leading loyalty program in the industry.
Seeking Viewer Input on Marriott Bonvoy
Encouraging viewer feedback
To gain a better understanding of the viewer’s thoughts and experiences with Marriott Bonvoy, you invited viewers to share their feedback. By actively encouraging viewer input, you hoped to gather a range of perspectives and insights that would contribute to the discussion surrounding the value and current state of the Marriott Bonvoy program.
Personal experiences and opinions
In addition to seeking feedback, you shared your own personal experiences and opinions regarding Marriott Bonvoy. By openly discussing your reasons for leaving and the factors that influenced your decision, you aimed to provide viewers with a comprehensive viewpoint. Through these experiences, you hoped to spark further discussion while offering a relatable perspective for viewers who may have experienced similar disappointments within loyalty programs.
Recommendations for alternative loyalty programs
Recognizing the potential dissatisfaction with Marriott Bonvoy, you also invited viewers to share their recommendations for alternative loyalty programs. Given the importance of customer satisfaction and value, exploring alternative programs provided viewers with options that might better align with their preferences and travel needs. By exchanging recommendations, viewers could contribute to a collective understanding of the loyalty program landscape and potentially discover more appealing alternatives.
Conclusion
Importance of customer service and personalized perks
Throughout your article, you emphasized the vital role that customer service and personalized perks play in maintaining a loyal customer base. The decline in these areas within the Marriott Bonvoy program significantly affected your loyalty and satisfaction. The restored value of these elements was crucial for Marriott Bonvoy to regain the trust and loyalty of customers.
Marriott Bonvoy’s need to regain value
To rebuild its reputation and restore customer value, Marriott Bonvoy needed to address the decline in perks, customer service quality, and the devaluation of loyalty points. By making transparent and meaningful changes, Marriott Bonvoy could demonstrate a commitment to improving the overall program experience and regaining its position as a leading loyalty program.
Consideration of viewer feedback
The input and feedback of viewers played a significant role in shaping the discussion surrounding Marriott Bonvoy. The collective experiences and opinions expressed by viewers would contribute to a more comprehensive understanding of the program’s current state and value. Marriott Bonvoy could benefit from considering and addressing the concerns raised by loyal customers to realign their program with customer expectations.
Exploring other loyalty program options
Given the uncertainty surrounding a return to Marriott Bonvoy, exploring other loyalty program options was a logical step. By seeking recommendations and sharing experiences, viewers could gain insight into alternative loyalty programs that may better meet their needs and expectations. This exploration allowed for a broader perspective on loyalty program value and presented the opportunity for Marriott Bonvoy to improve and differentiate itself within the market.
In conclusion, the decline in Marriott Bonvoy’s program, particularly regarding perks, customer service, and loyalty point value, led to your decision to leave the program. The extension of Titanium Elite Status was appreciated but not enough to fully regain your trust. The customer satisfaction and perceived value of loyalty programs are crucial factors in ensuring customer loyalty. Your article sought to engage viewers in a discussion about their experiences with Marriott Bonvoy, recommendations for alternative programs, and the importance of customer service and personalized perks. Ultimately, Marriott Bonvoy needed to address the decline and feedback to regain its value and standing within the loyalty program landscape.