St. Regis New York Elite Breakfast

It seems like another St. Regis property is trying to pick up where the Chicago St. Regis left off. The problem in question is the St. Regis New York elite breakfast that Platinum, Titanium and Ambassador Elites are entitled to. They are trying a new loophole to deny members breakfast this time around though. They are not claiming that their restaurant is a third party entity, like the Chicago property did, but instead, are saying it is because their restaurant is under renovation. Except, you can still order room service, and there in lies the rub. More on that in a bit though. Let's dive into what is happening and why it isn't as cut and dry as the Chicago situation.

What Elite Benefits Are Guaranteed At St. Regis Properties?

Here is what Marriott Bonvoy guarantees Platinum, Titanium and Ambassador Elite members at St. Regis properties:

1,000 points per stay or amenity per stay or breakfast in restaurant per night of stay for Member +1 (including resorts)

You can either take a pathetic 1,000 points, worth like $6 or $7, or a breakfast that could cost upwards of $100 for two people. Hmm, tough choice here!

If the Marriott property does not offer you a choice between these two options then you can file a guarantee claim. Here are the terms from the Marriott site for that:

ii. If an Elite Member believes that compensation is due with respect to any aspect of the Elite Benefits Guarantee, he/she must request payment of the compensation while still a guest at the Participating Property, prior to checking out. Failure to request such payment prior to check out will result in a complete waiver of any right to receive such compensation.

This two things will come into play in the story I am about to share with you.

St. Regis NYC Is Remodeling Their Restaurants

My friend Ani P. is currently staying on property as a Titanium Elite member. He had planned this trip expecting breakfast, as was customary in the past. There is a post about the renovations on the site, but one would likely believe that breakfast is still covered with the way the St. Regis worded the announcement.

Forward thinking elite members may see this announcement and think to reach out about their breakfast amenity. Just to be double safe before booking such an expensive property. Flyertalk member sdt5700 did just that and received this response a mere two days ago:

So their own team is saying people should still get breakfast. Side note, why anyone would renovate the only two restaurants they have on property at the same time is beyond me, but here we are.

My Friend's Experience With St. Regis New York Elite Breakfast

Here is my buddy Ani P.'s experience that he was kind enough to share with me. It mirrors what others have had happen on Flyertalk over the last few days too. He booked this property, as a Bonvoy Titanium, in part for the breakfast benefit.

Checking On The Breakfast Benefit

When he went to the the front desk today to inquire about how the breakfast amenity would work he was informed that they were not offering St. Regis New York elite breakfast benefit any more. Why? Because of the renovations and the restaurant being closed. He would instead get 1,000 points as his elite status benefit gift.

Speaking With The General Manager

Of course, he was not pleased with this response and asked to speak to the manager. He actually got to speak with the General Manager of the property on it. She reiterated that there was no breakfast benefit, even towards room service charges, because of the renovations. You may be thinking, they got us, and this might have been a worthy loophole at some properties. Not here though, because they allowed you to use your credit on room service in the past. There are plenty of Flyertalk and Trip Advisor reviews out there to support this fact. He even pointed this out to the manager, but she was not budging.

Guaranteed Compensation Claim Denied

He brought up Marriott guaranteed compensation I highlighted above, and requested that they file a claim. She told him that he is welcome to file one if he feels he is entitled to it with corporate. My understanding is that isn't how it works though. The terms say it has to be filed before checking out and while at the property. Because of that I believe the property needs to be involved and provide the compensation.

Breaking Marriott's Terms

If you are keeping score that would be two things going against the terms of Marriott's guarantee. First, the elite member is guaranteed a choice between points or breakfast, not just one. She tried to say the guarantee was being met because they were being given a gift, all that is required per her understanding. It is the choice that is required, not simply one of the gifts. Second, they refused to file the guarantee compensation claim. That is likely because they were not aware of how it actually works.

What The St. Regis NYC Is Doing For Compensation

I should point out that because of the restaurant closures the St. Regis New York is waiving the $50 per night destination fee for all guests. While that is a nice gesture, it is for all guests, and not just elite members. After some back and forth Ani was offered a $50 credit an hour later to use on room service. Other members in Flyertalk received things like 10,000 points after complaining etc.

This appears to be a misguided attempt by the St. Regis to split the middle. While I commend them for waiving the destination fee for all members, something that should be made more clear by the way, it still gives elites the short end of the stick. They normally get around a $100 breakfast credit, so they are still coming up $50 short. Why not offer the $50 room service credit up front, and also say they are waiving the destination fee? Even if you wanted to wait until someone asks for it, hoping to defer some of the cost, that would be enough for most guests. It wouldn't put a bad taste in your most loyal customers' mouths that way either.

St. Regis New York Elite Breakfast: ToP Thoughts

While I don't think the St. Regis New York elite breakfast issues are as blatant as the Chicago situation, they should have been handled better. Especially for a top tier property, and the flagship brand of the entire portfolio. Waiving the destination fee is the right thing to do for all customers, but it is only half the way to right for the top tier elites. They shouldn't have to argue with you to get the other half of what is owed to them. Not when you charge over $1,000 a night often. It just comes off as petty and cheap. Two words that should never be used when discussing a St. Regis. Do better!

Remember that this isn't the fault of the front line employees so don't take it out on them.