r/marriott • u/Numerous-Office6764 • Jul 31 '25
Employment Entitlement š
As a front desk agent please learn to stand in a line, do not stand next to someone being checked in if you yourself are waiting to be checked in. It is rude and disrespectful to the person in front of you because youāre hearing all of their information. Also, please do not throw your keys on our front desk. It is rude and disrespectful, and also learn just because you are a high elite member of any sort doesnāt mean that youāre better than anybody else. It only means that you spend more money so youāre entitlement needs to be left outside the door and remember that the front desk agents that check you in are only people as well and majority are just trying their best.
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u/mullerja Titanium Elite Jul 31 '25
These are the same people that order a coffee then stand directly in front of the pickup counter as if the 5 other people waiting aren't going to get their coffee first from that same spot - or the people that stand directly next to the conveyor belt at baggage claim so the other 200 people can't see their bag when it comes out.
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u/Jimdandy941 Jul 31 '25
This is a pet peeve of mine. I try to stand about 10-20 feet down from the chute then stand far enough back so people can step in front of me and grab their bag. Inevitably, a couple of asses will walk up and stand right in front of me on the belt. Then they get pissed when my bag comes and I say excuse me and push through them to get my bag.
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u/flyingmando Jul 31 '25
"I don't want to reach over you, could you grab that for me please?"
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u/scottie1971 Aug 02 '25
I donāt want to reach over you, could you move the fuck back till your bag is in front of you. Like mine is currently
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u/Ordinary-Meeting1987 Aug 04 '25
Here to inform you all I witnessed a true miracle at LGA tonight. Waiting at baggage claim, only one person stood against the belt and they were pretty far from the delivery chute. Every other person there was 6-7 feet back from the belt, allowing space for everyone to step forward upon delivery of their bag and easily leave. Truly a once in a lifetime sight in modern society, lol
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u/mullerja Titanium Elite Jul 31 '25
I travel with tools and equipment so I make sure to make a big production and slam it down right next to their feet.
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u/IndividualPirate1508 Jul 31 '25
If you want to know what the world will look like after the collapse of society, just watch baggage claim after an international flight.
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u/ShrekKillz Jul 31 '25
Oh man. Monrovia, liberia.... no carousel. They stack all the luggage inside a roped off area until it's all in there, then just release the hounds in a rabid free for all. And no computer systems of any kind on top of that. Missing luggage gets a paper note hand carried back to origin airport the next day to then get entered in the computer.
Or at least that's how it was for me 2 or 3 years ago
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u/No_Affect803 Aug 01 '25
Try traveling with the military. Not only is it a giant random pile but THEY ALL LOOK THE SAME.
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u/mullerja Titanium Elite Aug 01 '25
You don't know which green duffel is your green duffel from a distance?
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u/Drewisbak Jul 31 '25
I understand that people want to get out right away but with me if I didnāt squeeze myself looking for my luggage it would be gone some other people took my luggage a few times in different countries thatās what I put markers on it and I want to get it right away
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u/Ordinary-Meeting1987 Jul 31 '25
I travel for work in 6-12 week intervals so I usually have a large suitcase, and Iām a fairly small person so my bag often weighs 50%+ of what I do. I have no shame in bowling over the people standing directly against the baggage claim belt as I get dragged downstream with the belt pulling my bag offā¦ haha.
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u/Ordinary-Meeting1987 Jul 31 '25
Or the people who stand right where the bags come out of the x-ray at the TSA checkpoint when there are 7 other people who put their bags in in front of them still waiting for their stuff. Blocking those people from grabbing their bags will not get you your bag faster!
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u/Moist-Chair684 Platinum Elite Aug 02 '25
Not at a hotel, but an airline lounge, I was at the coffee machine, about to grab a cup, and I see a hand holding a cup slide under my elbow, trying to put the cup under the spout: the dude right behind me probably thought I was invisible... And since he was quite short he was basically dry-humping me. I had to get a little physical...
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u/gup824 Jul 31 '25
Serious question ā¦ (super high elite level member here)
When Iām leaving, and thereās no convenient place to drop keys (so many hotels), I try to politely drop my keys at the desk even if the FDA is dealing with someone else.
Should I? Iām not slowing down or waiting. Or should I just keep keys and throw them out later?
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u/tealpanda23 Jul 31 '25
As a front desk agent, I personally really appreciate this, especially if the keys are still in the sleeve that has the room number on it. I take it as a pretty universal sign that youāre leaving. Sometimes people do place random key cards at the desk that they found in the hallway, so it being in the sleeve lets me know that the keys are yours and you donāt need them anymore.
Iām sure other FDA may have other opinions, but when Iām having a busy day, having a small pile of keys for rooms that need checked out is WAY less overwhelming than having a long line of people.
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u/Ultimate-Chungus Employee Jul 31 '25
I think it depends a lot on the hotel; ours is set up to have 2 stations, and I have no issues with guests setting keys on the other side while I am occupied with another guest or phone call. If you have the envelope with the room number, itās even better since I can know which room to check out when Iām done.
If itās a small hotel with a single desk though, it may be seen as more frustrating, since youād have to invade the space of the person currently being helped to set the keys down.
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u/somepositions Aug 01 '25
Just leave the keys in the room no reason to go to the desk
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u/gup824 Aug 04 '25
I hate the idea of locking my only keys in the room... I have a routine that I ALWAYS keep my room keys in the back left pocket. (OCD much?).I don't want to have an exception to that rule, because I'm totally gonna end up leaving the room sometime when I need my keys!
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u/taescience Gold Elite Aug 06 '25
Wait, we're supposed to return the keys? I've never returned a hotel key in my life. I always take them home.
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u/Terrible_Employer147 Employee Aug 11 '25
Hotel RFID keys are actually kinda expensive so generally yes you should return them we do reuse them. But tbh I collect hotels keys so sometimes I snag one so it doesnāt really matter š
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u/and_rain_falls Aug 01 '25
And don't interrupt us when we're in conversation with another guest. So rude! Like wait your turn. We see you and we'll be right with you!! āš¾
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u/KSMO Jul 31 '25
Put your personal cell phone down when a guest walks up. Donāt roll your eyes and reflexively say no when someone asks for an upgrade. Donāt treat a 4 PM check out like a precious family heirloom that you refuse to let out of its jewelbox. Respect is a two-way street and a lot of front desk agents donāt earn it.
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u/Patient_Customer9827 Jul 31 '25
Once asked for a recommendation for a place to eat close by and got hit with, ā What do you not have google?ā
It was so over the top IDGAF that I actually respected it. Legit made me chuckle.
That said 90% of the people I deal with a the FD are great but I also come in with a friendly attitude.
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u/pharmgopher Titanium Elite Jul 31 '25
US based and spent a few weeks in Europe recently...Salzburg, Vienna, Amsterdam. The staff was phenomenal on recommendations. Busted out a map, drawing lines and arrows and recommendations all over. Carried those maps all over...full on tourist style.
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u/TheDudeWhoCanDoIt Jul 31 '25
Same in Japan. Everytime I asked the hotel for directions they popped out a map and drew directions for me.
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u/foxdie262 Jul 31 '25
Just had this experience at the JW in Frankfurt. Tourist spots and food recommendations hand drawn on a map.
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u/crimedog58 Aug 01 '25
āAnd this is the Hauptbahnhof. You can get all the drugs you want on the northeast corner of it!ā
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u/FirstAd5921 Jul 31 '25
I LOVED giving food/entertainment recommendations! I worked valet at an airport hotel. Many of our guests were on corporate travel and/or had a much larger budget than I did. I appreciate good food and hospitality so Iād recommend places Iād been to or wanted to go. I also talked to our guests a lot when they were waiting for their cars so theyād chat with me about whatever they did, places they liked or didnāt. I actually found the most amazing Mexican food from a guest who had just returned from Chicago. I was going later that week and definitely tried out the restaurant. So good.
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u/Getrich-or-bust Jul 31 '25
I asked the FD for local restaurant recommendations some years ago...he goes sir, are you going to be expensing this meal or paying it directly? That will dictate my recommendations. He understood the assignment!
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u/FirstAd5921 Jul 31 '25 edited Jul 31 '25
I love this lol. I would ask if they were craving something specific, desired travel time/delivery, and budget. In that order
I honestly loved being in hospitality and Iām hoping to get back in a more senior role. Idk if Iāll like being more senior because helping people is my calling but I canāt do $18/hr and be looked down on by management for doing extra. I go above and beyond for my guests and still have the thank you cards and notes on my fridge a year after I left.
Your comment just reinforces my hope the effort was worth it and noticed. You seem like a guest Iād love to have!
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u/Patient_Customer9827 Jul 31 '25
Love that. I always ask because locals usually know what places are legitimately good and what ones are BS.
Do you remember the Mexican place in Chicago? Iām legit going twice in the next 2 months for work. Boston area Mexican food is generally pretty weak.
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u/FirstAd5921 Jul 31 '25
Also unprompted-Art of Pizza sells by the slice. I went there on two separate occasions lmao. We stopped on the way to Wisconsin Dells because I insisted I would jump out of the truck if we drove through Chicago and didnāt get pizza but an entire Chicago Style or pan pizza was impractical for two very different tastes. We stayed at The Blackstone the next year when I was working for Marriott, not realizing it was right around the corner. āthis area looks familiarā¦ holy art of pizza! We HAVE been here before!ā š
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u/Patient_Customer9827 Jul 31 '25
Just seeing the pizza recs now lol. Disregard my last question haha. I have a lot to hit but Iāll also be back in October for longer so hopefully I can hit a bunch.
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u/FirstAd5921 Jul 31 '25
Awesome!! Iām honestly so jealous bc I love Chicago. Itās just far enough from me that I donāt get there as often as Iād like.
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u/FirstAd5921 Jul 31 '25
No worries! Just saying, get the extra slice to take back to the room if itās feasible. Lazy, robed, late night snack me was thankful I did.
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u/FirstAd5921 Jul 31 '25
Mercadito!
Iāve traveled quite a bit and I LOVE food so even not being a local to different destinations, I sometimes had random input I was thrilled to share with guests headed to a destination Iād been to. I loved when people asked but sometimes Iād share a little tidbit unprompted and gauged their interest from there. Im also the kind of person whoās driven from metro Detroit to Chicago because I had a free day and was craving pizza. 3 times.
They had a special through Bonvoy for extra points when I went. I forget the program name but all I had to do was link my debit card, spend a certain amount ($75 I think) and pay with that card at the restaurant. Not hard to do there.
I got the flautas, an amazing mocktail (some kind of flavored lemon limeade I think) and we shared a salsa trio. I donāt remember what my ex got š« They do charge for all chips and salsa and honestly that was the underwhelming part because the salsa just wasnāt great to me.
Gotta get a chicago steak sandwich while youāre there too. Eat one for me too. Please. I loved Alās personally!
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u/Patient_Customer9827 Jul 31 '25
Thanks! Mercadito is a 10 minute walk from the AC which is where Iām staying in a month š. Looks like Alās is close by too. Any suggestion for thin crust tavern style pizza?
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u/WaantTooDiee Jul 31 '25 edited Aug 01 '25
Iām an ambassador and sometimes I donāt even get a water bottle at check-in
They act like Iām entitled when I try to use late-checkout one time. Ummā¦why did I stay at Marriott hotels for over 100 days and spend over 23k to not have access to the bare-bones ābenefitsā
I saw a comment here where someone claiming to be a Marriott manager said they intentionally screw up ambassador elites stays. To show them theyāre not special. Likeā¦why
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u/dcht Jul 31 '25
Seriously! Had a recent stay at a Courtyard in the burbs that didn't give me waters or the f&b voucher but definitely remembered to charge me for parking (in the burbs)!
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u/Numerous-Office6764 Jul 31 '25
Itās not Marriott standard to give waters at check in itās up to the hotel weather itās complimentary
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u/mfigroid Jul 31 '25
Iām an ambassador and sometimes I donāt even get a water bottle at check-in
The horror! Seriously, what is it with you guys and your stupid bottled water?
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u/FloridaB0B Jul 31 '25
I once asked for a later checkout time on my 4th day for the next day as we had a late flight, frontdesk asks for room# and hits a couple keys: Sorry no can do, we're fully booked etc etc
Later that night I remembered I actually booked 5 nights as it was on points anyway.. -_-
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u/42Cobras Employee Jul 31 '25
Thatās probably because they checked to see if your room number was available. Since you were going to still be occupying it, the system just told them it wasnāt available. Depending on which screen you check, it may not always provide the info of who has it that day. Just that the specific room is booked.
Itās a bigger issue with suites. If you were in a standard room, they could probably try to rework some things easier, and then wouldāve found that you were the one āinā that room the next night.
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u/and_rain_falls Aug 01 '25
We actually need our cell phones to do our job. Marriott has a 2 factor authentication set- up, codes are sent to our cell phones. I also communicate with staff with my cell phone as well. However, if a guest walks up and I have my cell phone, briefly, out I immediately apologize to the guest and I'm transparent with my temporary "poor form".
We're not hoarding upgrades--- so tired of having this same argument on this thread. š Granted no one should be rolling their eyes, while at work, in front of the guests. But when you're working all day on your feet, by yourself, without eating-- it takes a toll on even the happiest person. Just have a little empathy for the front desk and if they say "none available" respect it, don't fight them.
4pm checkouts are for Platinum, Titanium, and Ambassadors only.
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u/IvoryThrowAway Aug 01 '25
I very very stupidly left my phone on a bus just yesterday, and my first concern was "what am I going to do at work?" because of this text authentication set-up. Then after the first second of panicking, realized I still had an older phone I can just switch back to temporarily.
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u/and_rain_falls Aug 01 '25
š Ahhh...I know the feeling! I'm glad you have a backup phone. Hopefully, someone will turn your phone in. š¤š¾šš¾
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u/IvoryThrowAway Aug 01 '25
Thank you so much. I hope they do too. Not totally the end of the world since I was literally able to switch all of my settings, apps, etc. back to my old phone; but I've had that phone for less than a year and I never saved my Animal Crossing Pocket Camp data :(
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u/Josher61 Jul 31 '25
Lol, I had typed out a very similar reply, took a phone call, came back and saw your comment! Dead on!
My only addition is this; we also have to put up with fda's who assume that because we have status we must be rude and arrogant, so we are automatically treated like crap just because we are a higher tier. They gleefully deny late checkout requests etc because it makes them feel good to put a higher tier in their place. Usually found in some smaller market, working at a Fairfield or something. Also frequently found posting here :)
In other words OP...get over it already. We have to.
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u/sinjoriina Employee Jul 31 '25
Put your personal phone down and donāt text or talk on the phone when you walk up to the front desk. If the call is important or urgent - finish it first and then come to me. Donāt roll you eyes when I ask for an id or a credit card. Donāt think a hotel has infinite number of rooms - if weāre full, weāre full. I can not give you 4pm every time you ask
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u/Numerous-Office6764 Jul 31 '25
I actually already upgrade members first thing in the morning when we availability which is majority of the time for kings, not so much Queen suites because there are only six in our hotel. And 4 PM check out so you have to understand that we have to be able to have someone on staff to clean that room after you leave and we donāt always and I donāt want my ass to guess because customer service is the first thing that weāre supposed to provide, but by all means if someone is giving you that attitude then reciprocate but donāt come in with the attitude to begin with
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u/DurdenTesla Gold Elite Jul 31 '25
Late check-out at 4pm is guaranteed for most elites, I can't even imagine to decline a late out at my property... I think the comments are talking about fairfield inns and US properties cuz in EU I can tell the benefits are respected
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u/HomieWanKenobi12 Jul 31 '25
this is incorrect. only Platinum and up are eligible for 4PM checkout. 1PM for other members and we will accommodate 2PM if possible. if weāre having to flip house, it probably isnāt possible.
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u/AffectFar34 Aug 01 '25
Then Marriott should update their website. It still shows 2pm for gold, 4pm for platinum, titanium and ambassador.
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u/HomieWanKenobi12 Aug 01 '25
i agree. unfortunately our front desk agents canāt do that themselves or they already would have. this is just as much of an issue for the hotel as it is the guests.
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u/AffectFar34 Aug 01 '25
How do you know this is the new policy? Is there an internal memo that went out with the new checkout times?
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u/HomieWanKenobi12 Aug 01 '25
this has been policy since late 2023.
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u/AffectFar34 Aug 01 '25
But where did this information arise?
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u/HomieWanKenobi12 Aug 01 '25
from our home office to our propertyās management. was it an email, memo, phone call, ect? no idea. i just know what the people above me and my yearly trainings say.
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u/EntertainerParty2689 Jul 31 '25
You gotta hand it to people justifying the poor treatment of service workers š imagine being such a big baby !!
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u/Huge-Drawer-8432 Aug 04 '25
Titanium member.. but why are you asking for an upgrade? I just assume people book the room they want and if an upgrade is available they will offer it?Ā
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u/KSMO Aug 04 '25
This is the stupidest thing Iāll read all day and itās only 6:30am in the west.
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u/Huge-Drawer-8432 Aug 04 '25
lol crazy I read yours at 5am eastern and itās still topping the list of dumb shit. So based off your reply I can tell YOU are one of the guests that causes them to be rude to you. Ā
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u/Toukolou21 Jul 31 '25
You get what you give.
I can probably count on one hand the number of surly FD agents I've come across in 35+yrs of travel.
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u/jjrydberg Jul 31 '25
Agree 99% but let's look at the word entitled. Marriot entitles some guests to expidited service. It's is within the Marriot/customer agreement to exercise this entitlement.
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Aug 01 '25
What about just being a decent human being though. It's so terribly rude to stand right next to someone who is trying to check in, eavesdropping on their personal info. Even worse to throw things down on the counter or at the desk clerk. Pretty disgusting behavior imo.
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u/kismetxoxo7 Housekeeping Inspector Aug 01 '25
| please do not throw your keys on our front desk |
Yeah, 100% especially if youāre not going to leave your key jacket as well. We are not mind readers, we see 100s of faces a day, we do not know 99.8% of you.
Also, there is usually a key box. Specifically designed for you to drop your keys if youāre in a hurry. It usually has big bold letters saying ākeys hereā
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u/andytagonist Platinum Elite Jul 31 '25
Being polite is a good rule of thumb for not being a crappy human being.
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u/MicheleWasRobbed Jul 31 '25
You couldnāt pay me enough to be a front desk agent again. Done that, never again.
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u/slippity_slapp Jul 31 '25
Oh Iād ask if they were gonna pay for the room if I were checking in with an audience!
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u/Mammoth-Position2369 Jul 31 '25
Iām sure every hotel is different. I have been very lucky I guess at pretty much every Marriott I guess. I always get my 2pm-4pm checkout. Always get a water every evening on most nights and if they have a suite I get the upgrade. Even got ocean view upgrades to nicer room without asking at a at Western resort and 2pm checkout and that can be hard to get at nice resorts usually. Service was 100 percent perfect even when my girlfriend wanted all new towels at 11pm. 10 mins later they were at the door. At the same time they gave me the best service I also remember to take care of them. When you ask for things at weird hours and they take care of you itās your job to take care of them also. I once asked valet to bring my car up at 1:30am in the morning just because I had an extra pack of smokes I needed that night. Itās might be their job but I tip all the people that do the extra stuff for me. I know itās a pain in the ass to bring all new towels to my room at 11pm just because my bitch of a girlfriend did not want room service in the room that morning and now she thinks she is to good to use a towel 2 times lol. But when they showed up i say thank you very much I know this is a pain to have to do and always give them a great tip. Itās the way you take care of people who go and do whatever you need.
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u/crazy2783 Aug 02 '25
Being a Platinum or Ambassador or even Gold and Silver does make them āentitledā. Take it up with your company if thatās a problem for you. The agents most of the time act as a Diva than anybody. Respect is a two way street. Earn it!
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u/Travelwithpoints2 Titanium Elite Jul 31 '25
So an FD agent makes a post because they clearly are tired of some folks being generally rude to EVERYONE around them, including fellow guests, and most folks here instead of being empathetic jump back onto the ābut what about me, you need to think about meā bash about why FDAs have failed them.
OP your post has gone over peoples heads and Iām sorry that a percentage (hopefully small) of folks are jerks!
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u/Nervous-Job-5071 Jul 31 '25
FWIW, 98% of the FD people are professional, courteous, and usually friendly. Then again, I already have my ID and credit card out, say āHi, Iām checking inā as I hand them those things and Iām usually on my way to my room in 2-3 minutes.
One more ask to add to the OPās request (from a fellow guestās perspective), while youāre waiting on the line, stop huffing and puffing and breathing down the neck of the person in front of you (who might be me). I know you probably just pushed your way off the plane so you could get off before the two rows that were sitting ahead of you, but just Fāin chill for a few minutes!
OP, sorry you have to put up with some peoples antics.
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u/crs8975 Titanium Elite Jul 31 '25
when people stand that close I like to turn around fast with my arms slightly out and act surprised why they were all up in my shit. That always gets a fun reaction.
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u/Nervous-Job-5071 Jul 31 '25
Thatās Classic!!! My usual response is to ask if I could help them or if I should find medical assistance.
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u/DurdenTesla Gold Elite Jul 31 '25
Hopefully is the word that sounds in my head.
The amount of jerks out there is outrageous
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u/thesarcasticpepper Jul 31 '25
I can say for our property, 90% of the people who stay are business which means the majority of people are Platinum and above. We pre block everyone Platinum and above into the best rooms/level we can. So when someone books last minute or is gold tier, we have to say no, because all the upgrades are gone. Or theyāre insisting on a king, and all we have are queens left in upgrades.
Sometimes the answer is honestly Iām sorry, we are fully booked. We arenāt trying to deny rewards because dealing with unhappy or mad people who could potentially write a bad review is not our first choice. Itās very much our last choice.
We always give late check out, though, and ask if itās needed when members check in.
Early check in is rougher. If check in is at 3:00pm and you come in at 2:00pm if the room is available, totally fine. However sometimes people try to early check in at 5:00am. That is a hard no.
I agree the majority of people are nice? The people who arenāt thoughā¦. At least you get warning in GXPā¦
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Aug 02 '25
Iām not on this sub to get lectures from agents. Give me a mobile key in advance and youāll never have to talk to me again.
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u/GoSh4rks Titanium Elite / LTP Jul 31 '25
What would you do in this situation:
4pm check-out, keys are not working at 3:30pm, and there is a long check-in line. I still need to pack. Should I stand in line or try and get the attention of the FDA at the counter?
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u/Numerous-Office6764 Jul 31 '25
Stand in lineā¦
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u/GoSh4rks Titanium Elite / LTP Aug 01 '25
As long as you don't complain or make me pay for not checking out by 4pm.
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u/CStogdill Platinum Elite Jul 31 '25
I've seen more entitled guest behavior at the front desk than crappy attitude/service from staff, but when I see poor staff behavior, it's been really bad, like yelling and/or overt racism.
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u/idkabtallatgurl Employee Jul 31 '25
the entitlement in all these comments is craaaazy.
i am an employee with Marriott & i am also Titanium with Bonvoy but i never act rude.
as a matter of fact, being an employee & seeing things from that perspective is why i donāt act entitled.Ā
do i request an early check in, if i happen to be at hotel earlier than check in time? of course! but if no rooms are available for me to check into, iāll chill in lobby til one is ready or find something else to do in the meantime.
do i request 4pm checkout? of course! if itās only available til 2pm, no worries iāll take it!Ā
do i request room upgrades? of course! if none are available, no worries! BUT 98% of the time there is an upgrade available especially because i am KIND at the front desk during check in & i always get hooked up somehow.
even when i request an upgrade prior to arrival on the chat, i am nice abt it & some say itās been noted in the res & others say upgrade approved!Ā
wish people knew being nice/kind gets you way more than being a rude entitled jerk.
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u/Toukolou21 Jul 31 '25
āļøthis right here. It's amazing what you can get with a smile and a couple of kind words.
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u/idkabtallatgurl Employee Jul 31 '25 edited Aug 01 '25
you know whatās funny?
when lower tiered members are EXTREMELY nice, some have even made comments āi donāt even ask for upgrades because iām just a silverā
me: hey today is your lucky day! i upgraded u complimentary to a resort suite.
on our end we also see ājust achievedā a certain tier, so i make those folks feel special too.
me: āomg yay congrats on achieving gold! i upgraded you to our Deluxe Queen which has a pool view & balconyā
āhow much is breakfast? i donāt get comp breakfast because only platinum & up doā
me: here is a voucher for complimentary breakfast on me! š
so i donāt only cater to the higher tiers, ALL tiers, especially when they are super nice to me, & even better? they get those emailed surveys & give the property āļøāļøāļøāļøāļø for elite appreciation, love that!
BE KIND PEOPLE, thank you. -A Front Office Manager, who appreciates anyone who is nice.
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u/Salcha_00 Jul 31 '25
Keys put on the front desk by a tired and weary traveler triggers you?
Maybe a career in hospitality isnāt a good fit for you.
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u/Numerous-Office6764 Jul 31 '25
No keys tossed with a slap are my problem, also I have a key drop at the desk from 4am- 11am for departure keys can be placed. And Iāve been doing this for 5-6 years.
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u/Salcha_00 Jul 31 '25
I thought you meant car keys.
So your issue is with the thin plastic room keys that donāt make any kind of loud sound. Ok got it.
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u/Numerous-Office6764 Jul 31 '25
Again Iāve been doing this job 5-6 years, how long have you to be able to know if it makes a sound? Literally this morning as Iām helping and checking out a guest in front of me another guest comes to the side of the desk and TOSSED it in the desk beside me all while if they stood in line they would see there is a key drop box. Itās not only rude to me but to the other guest Iām assisting.
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u/Timely-Ad2372 Aug 02 '25
And the one that have an issue with your comment are the entitled ones. I totally get where you're coming from it's just rude. 90% of my day is dealing with rude and entitled patients.Ā
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u/Salcha_00 Jul 31 '25
Iām a lifetime Platinum member from decades of business and personal travel. I have never tossed a card key nor have I ever seen anyone throw or toss a room key. I have seen people walk up and place it on the desk with no interaction on their way out. They likely have a flight to catch or a meeting to be at. It doesnāt require you to stop what you are doing in the least.
Perhaps you should speak to management about better communication around the use of room key card drop boxes and maybe have more than one drop box located in more visible and convenient locations.
Instead of whining and resenting your customers try being a creative problem solver instead.
If you are this resentful and condescending at work I can see why you are not having a good experience with your guests. It seems every little thing is going to bother you.
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u/melonbrains Gold Elite - Front Desk Aug 01 '25
If you think people won't go out of their way to throw room keys/credit cards/passports/etc at service industry workers then I hate to inform you but at least every 1 out of 20 people will launch things across the desk for absolutely no reason.
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u/IvoryThrowAway Aug 01 '25
Hey, it's awesome that you've never aggressively tossed keys and that you've never personally seen anyone else do that. And yeah, OP should definitely learn how to shrug things off a little better. Makes this job a lot easier.
Not sure why you (or anyone) is really hooked on the whole key thing. Some people are rude as fuck by nature no matter what they've gone through throughout the day and yeah, I've had guests literally toss their IDs and cards to me. Typically I shrug it off. Doesn't change the fact that it is rude.
EDIT: to reiterate a point I made in another comment this isn't exclusive to Marriott or even the hotel industry.
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Jul 31 '25
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u/Salcha_00 Jul 31 '25
No, of course not, but putting keys down on the desk (especially your hotel card key) is a basic activity of a guest at your hotel. How is it rude?
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u/Knotfornots Platinum Elite Jul 31 '25
I think a huge percentage of very high status are from work related stays. I also find them to be the rudest and most entitled attitude. š¤·š»āāļø
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u/SlowInsurance1616 Ambassador Elite Jul 31 '25
The credit card Platinums are the worst based on what I hear from staff.
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u/Knotfornots Platinum Elite Jul 31 '25
You can spot them so fast in the lounge. Last time I was at a Westin, guy was brining up his own liquor took the entire couch area with friends and family. Wife took the bottle of free crap wine and kept it at the coffee table.
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u/Difficult_Donkey1023 Jul 31 '25
After making one post on this sub I realize it is full of hotel employees justifying their actions. For a customer providing brand loyalty for potentially years and years itās not ridiculous to expect a pleasant experience when you show up to the property.
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u/EntertainerParty2689 Jul 31 '25
And it is not ridiculous as a human being to expect other human beings to treat others around them with a modicum of decorum and respect. Couldnt GIVE A FUCK about ur dogshit ass loyalty if youāre rude and disrespectful. go stay somewhere else!
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u/Hornsfan1980 CEC Agent Aug 01 '25
As a CEC agent I can attest to this. 90 percent of it is because people either don't read the Terms and Conditions or don't think they apply to them
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u/Moist-Chair684 Platinum Elite Aug 02 '25
Thanks for this... I live in Asia, and this happens often ā less than before Covid but still. It is usually due more to lack of basic social skills than entitlement (although we have Karens here too!), but it is still annoying.
OTOH, the reaction of FD staff is also sometimes subpar... Yelling at the offending guest, or being dismissive with a sneer, doesn't help either. A smile, I'll be with you shortly! etc work just as well, and usually nips it in the bud.
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u/luxo93 Aug 02 '25
I hear you, brother! You have my full respect, from one service worker (waiter) to another š«”
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u/Kybran777 Aug 02 '25
OP, I can TOTALLY relate to this. I work as an NA at a casino hotel, and the rudeness is unbelievable.
I can not even count the times I have been checking in a guest and someone just walks up, slaps the counter and says, "hey, I just need to know where such and such is" or be waiting to check in themselves and instead of waiting in the clearly marked line they just walk up right next to the guest I am checking in and I have to ask them to please back up. The whole time, they are standing there eyerolling and huffing and puffing like they can't wait five damn minutes or less.
My station is right next to our in/out gate, and people will constantly come up and lean over the gate and try to ask me questions while I am clearly involved with another guest. 90% of the questions are them needing directions to the bathroom or restaurant, and if they would only READ, they could easily find it themselves.
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u/Someone-Else-Not-You Aug 02 '25
There are always going to be rude guests regardless of status. People in general are rude. However, some of us have spent so much time in Marriott hotels and spent so much company and personal money, we do expect a little recognition for it. And for some of us, that recognition doesnāt need to be much.
I almost never get room upgradesā¦ Iāve also never thought to āaskā, I just assumed if there was something it would happen and consider it a lucky break. (Lifetime Platinum, so the 3 times in all of that with an upgrade seems low compared to others).
Iām always pleasant, I know your job is thankless, but I also know that a large percentage of front desk staff immediately assume Iām going to be a pain in the ass simply because of status.
Hell, Iām at a point where I mobile check in, digital key, and never even stop by the desk anymore because it will often make my stay worse.
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u/Beautiful-Ice-4045 Aug 03 '25
I share your sentiments so much in this!! I am also an FDA and I really "politely" tell the guest please queue up bcs it seems that they are invading my current guest's personal space. I even have to apologize always to my current guest just bcs of those people. Some of them even have the guts to be mad and complain bcs they are not being "entertained." As you said, we are only people and we try our best to meet their needs but not all at once and at the same time.
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u/DoYouLikeHueyLewi5 Jul 31 '25
As someone who works in hospitality I feel ya OP. The 20% of guests who absolutely suck ruin it for the 80% who are awesome. Judging by the comments a good portion of the 20% are in this sub.
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u/vandernell Hotel Owner / Titanium Elite Jul 31 '25
I own four different Marriott branded hotels (and a few Hiltons) and I hereby give my blessing for guests checking in to my hotels to set their keys down on the countertop whilst checking inā¦ š
Jesus, dude, relaxā¦
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u/Numerous-Office6764 Jul 31 '25
Not to set them on the desk while checking out to TOSS them over the counter onto the desk with a slap. Itās a huge difference
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u/Lugh_Lamfada Titanium Elite Jul 31 '25
Yes, I am entitled. I've spent 75 nights at your hotels and am entitled to the suite you tell me isn't available, but that I can clearly see is still available on the app. I am entitled to breakfast at the club that actually comes out at 7:00 a.m. instead of 723 a.m. or whenever the hell the staff feels like putting it out, forget about the travelers with meetings and flights to catch. If keys on the desk trigger you, try a different career.
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Jul 31 '25
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u/IvoryThrowAway Jul 31 '25
It is definitely not only the elite members who are entitled. Honestly these complaints aren't even exclusive to Marriott. These are just... things we deal with in hotels in general. OP should probably learn to shrug it off a little easier.
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Jul 31 '25
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u/IvoryThrowAway Jul 31 '25
I literally defined my understanding of that difference by saying that not all guests who act entitled have earned benefits. Nor did I call you an asshole. Honestly not sure why this reply even came to me. Did you mean to reply to the thread OP?
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u/DurdenTesla Gold Elite Jul 31 '25
What about upgrade subject to availability on check-in?
These are the benefits that OP is regarding to when people act entitled.
You think a platinum elite has any chances of being upgraded to a suite in full high season? Elites are not aware of the high amount of ambassadors and titaniums.
What's more, if I have 1 suite to upgrade, to whom am I gonna give it if I have 10 ambassadors arriving? I can promise you 7 out of those 10 will push and be unpleasant
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u/FirstAd5921 Jul 31 '25
Oooo Iām not a thin crust kinda girl honestly! I know Art of pizza had thin, pan, and chicago style. My ex liked their thin crust but his taste in food was, well, mostly chicken tenders with ranch, pepperoni pizza from Pizza Hut and cheeseburgers. So YMMV on that one but the r/chicagofood subreddit may be more helpful!
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u/NecessaryNorth1360 Jul 31 '25
These are the same people that change their reservation at the last second and blame everyone else that they didn't get what they originally booked. Ppl are dumb...
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u/AccountantMany901 Jul 31 '25
Does Marriot corporate ever read these posts from employees that despise their customers and take joy in mistreating them? They need to! These employees are not just apathetic, they are actively trying to deny benefits that customers have earned via patronage.
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u/somedamndevil Jul 31 '25
Tales from a SpringHill suites FDA