What happened
A reader report highlights systemic elite benefit denial at the Sheraton La Jolla (San Diego, CA), managed by Bartell Hotels. The property is refusing to provide the mandatory Marriott Bonvoy Welcome Gift Choice of 'Breakfast in the Restaurant' for Platinum, Titanium, and Ambassador members. Instead, management insists that providing Club Lounge access fulfills the requirement, effectively erasing the Welcome Gift benefit. When challenged, front desk associates claim the hotel has a 'corporate-cleared exception' allowing them to bypass Section 4.3.c.iii of the Global Terms & Conditions. Notably, the property is not listed under official brand exclusions online. Furthermore, the property is refusing to pay the mandatory $100 USD Guest Compensation for failing to offer the choice. Elite members have escalated the issue to the General Manager, Bartell Hotels, and Marriott Corporate Executives (including Anthony Capuano’s office and Consumer Affairs), demanding verification of the exemption and enforcement of the guarantee