The employee was wrong—they didn’t follow the protocols they’d been given. But this seems like the least important thing that they can do for a guest?
"I don’t care about being thanked. The interaction is usually perfunctory and awkward. I care about a hotel honoring elite benefits. I care about receiving an upgrade if possible, and having the way the hotel’s status benefits explained—such as what is the breakfast offering?"
Missing a thank you might even be preferred.
"Honoring benefits is great, rendering the thank you superfluous."
"Thank you without honoring benefits just underscores how disingenuous the thank you is."
"The best way to meet the thanking obligation while focusing on the benefits is to do them together in the same statement."
“Thank you so much for your loyalty as a [elite level]. We welcome you into our club lounge, where breakfast starts at 6:30 a.m. We have evening appetizers and drinks beginning at 5 p.m. as well. We’ve upgraded you to a river view room, and it would be my pleasure to extend 4 p.m. late check-out if you’d like?”
“Thank you for being a [elite level] with us. Would you prefer X bonus points or the market item as your complimentary amenity today?”
"Honestly I feel like there’s an inverse relationship between getting thanked for my loyalty and receiving the benefits promised by the loyalty program. Show me I’m appreciated by delivering as expected, not by having someone that clearly doesn’t appreciate it (why would they?) forced to tell me that they do."
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