Dear Marriott, how petty can you be? After extending some Suite Night Awards to the end of the year, Marriott is pulling them back and retroactively expiring them, calling the extension an error.
Marriott Rescinds Suite Night Awards Extension
Some Marriott Bonvoy members noticed that their expiring Suite Night Awards were extended from June 30, 2022 to December 31, 2022. This was hailed as a kind gesture and underscores how difficult these upgrades have been to use lately.
But what Marriott giveth, Marriott taketh away. Marriott posted the following note on Facebook in the Marriott Bonvoy Insiders group earlier today:
We have learned that a limited number of Suite Night Awards in member accounts that were scheduled to expire yesterday, June 30, 2022, were extended through December 31, 2022. We have begun the process of updating the accounts of members who may have been affected and expire these Suite Night Awards as planned. As we have previously shared, we are unable to extend Suite Night Awards any further. We apologize for the confusion and inconvenience this may have caused.
As one member wryly commented, “Would it have really mattered if you left it alone? Not like we can ever use them anywhere anyway.” Several Bonvoy members have shared with Live and Let’s Fly how suite upgrades have been virtually impossible lately.
The move shows where Marriott’s true loyalty is: not to its hotel guests, but to its franchise owners. Indeed, CEO Anthony Capuano admitted as much in 2021:
“Our owners and franchisees have borne a disproportionate weight, from the impact of the pandemic. They’ve lost billions of dollars of revenue. Suggestions about getting back to ‘normal,’ they look at you like you have three heads and they say, ‘You’ve got to be more sensitive to the steep climb we have in front of us.’”
That about sums it up, doesn’t it?
Such an irony, isn’t it, that very few have been able to use these upgrades lately; hence the reason so many are expiring? Would it have been so horrible for Marriott to just leave the extension alone? Of course not, but we dealing with Bonvoy after all, a loyalty program that has become a generalized verb to indicated a customer-unfriendly devaluation.