View From The Wing: "An Autograph Collection hotel in Detroit – the Hotel David Whitney – is playing an interesting game with denying elite breakfast benefits to guests, and it underscores just how confusing and messy the Marriott Bonvoy program has become."
"The Marriott Bonvoy program is too complicated, with too many asterisks, and hotels don’t always understand it. Marriott customer service associates don’t understand it, and they’re trained to follow the lead of the hotel. The hotel explains they’re in compliance, that seems to be enough for front line customer service (and even managers) and it takes real corporate escalation to get anything beyond that fixed."
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