Overview
- A Phoenix-area assistant general manager posted in a Bonvoy elites Facebook group that guests are “just a number,” said Ambassador status doesn’t matter, and called elites “not royalty” and “gross,” according to View from the Wing and One Mile at a Time.
- The post responded to an Ambassador member who reported poor recognition at Gaylord Palms in Orlando after spending about $19,000 on two rooms over 10 nights, citing no lounge access and a one-time $10 dining credit per room.
- Coverage argues the remarks reflect a broader friction in Marriott’s franchised model, where owners seek Bonvoy-driven bookings while limiting on-property costs for elite perks.
- Analysts at the blogs contend Marriott’s growth-first posture and uneven brand-standard enforcement risk degrading Bonvoy, which they describe as the company’s key driver of customer loyalty.
- No corporate response from Marriott was reported as of December 27, and the coverage notes business travel remains roughly 70–75% recovered, heightening the importance of reliable elite treatment.