Marriott Rewards (including Ritz-Carlton) - Threatened Retaliation for Plat Arrival Guarantee

I stayed at a REN in So. Fla for a meeting with a couple teams from work. We have stayed at this property in the past many times due to the close proximity of an office in the area. We get a negotiated rate for the amount of rooms but the rate is very close to what you can get from their website. I called the FD at 11 am to let them know that I will be checking in at 12:30 pm so I can drop my bags off in my room prior to my 1 pm meeting downstairs. I arrived and the front desk manager said that they didn't hold my room because I had asked for the room to be ready at 11 am. I wasn't upset and just asked them to hold my bags until my meeting was over. No big deal.

After the meeting, I go back to the front desk to check in. The manager states that my room is ready, here are your keys and the elevators are to your left. She couldn't have been more short. I go to my room and realize that I didn't receive the PA gift. I go back down and explain the situation to the manager and she says that she did offer the gift and that I DECLINED it. I always take the points. To save time for the story, which I will clearly answer any questions anyone has, the GM of the property called me in my room and said that I could go to the front desk and collect my $100 but he would then contact my company's meeting coordinator to re-discuss our negotiated rate with the property because they give us "such a good rate." Has anyone heard of anything so preposterous? I did not take the $100 by the way...

I would have a Talk with the General Manager. I would never allow a employee to talk to me that way.

I did talk with the GM, the GM is the one that threatened retaliation against our company rate if I were to take the $100.

No, I have not heard of anything so preposterous.

Go back to the GM, ask for his card, take the $100 and tell him that you will save him the time and talk to the company's meeting coordinator yourself about his attempt to blackmail you and ask that your company consider using another hotel due to his unethical behavior. Whatever communication you send to your company's meeting coordinator, I suggest you also CC Marriott Corporate and the GM.

Before you push this further, I suggest you check the negotiated corporate discount T&Cs to determine whether or not the negotiated rate waived any benefits you might think you're entitled to inasmuch as there are certain negotiated rates that another chain uses that I am connected with that formally waive these benefits...........

I stayed at a REN in So. Fla for a meeting with a couple teams from work. We have stayed at this property in the past many times due to the close proximity of an office in the area. We get a negotiated rate for the amount of rooms but the rate is very close to what you can get from their website. I called the FD at 11 am to let them know that I will be checking in at 12:30 pm so I can drop my bags off in my room prior to my 1 pm meeting downstairs. I arrived and the front desk manager said that they didn't hold my room because I had asked for the room to be ready at 11 am. I wasn't upset and just asked them to hold my bags until my meeting was over. No big deal.

After the meeting, I go back to the front desk to check in. The manager states that my room is ready, here are your keys and the elevators are to your left. She couldn't have been more short. I go to my room and realize that I didn't receive the PA gift. I go back down and explain the situation to the manager and she says that she did offer the gift and that I DECLINED it. I always take the points. To save time for the story, which I will clearly answer any questions anyone has, the GM of the property called me in my room and said that I could go to the front desk and collect my $100 but he would then contact my company's meeting coordinator to re-discuss our negotiated rate with the property because they give us "such a good rate." Has anyone heard of anything so preposterous? I did not take the $100 by the way...

The only thing I will say is I am in the exact same situation as you - a REN with a negotiated rate in So Cal. They never forget the points, but often the room type guarantee is "forgotten". I would do exactly what the other poster said and talk to your travel coordinator and their travel coordinator. The rates are negotiated not out of the kindness of someone's heart but because we bring them so much business......

...inasmuch as there are certain negotiated rates that another chain uses that I am connected with that formally waive these benefits...While it may be possible and can't hurt to ask, I've never heard of any negociated rates with Marriotts waiving elite benefits. Points/stay credits/etc yes, but not elite benefits.

Personally, I would go back and talk with the GM to see if they really wanted to go down that path. I'd probably do something close to what aaupgrade states. I'd let them know that I would also talk with not only my company's travel group about this but also Marriott Corp to see if it is common practice to threaten a customer this way and if a GM can even negociate away elite benefits.

I have well over 1000 different negotiated rates in my office that I've had to give a "final blessing" to and they range from no lounge access, regardless of elite status, to XXXXXXXX (sorry, confidential) ............

While it may be possible and can't hurt to ask, I've never heard of any negociated rates with Marriotts waiving elite benefits. Points/stay credits/etc yes, but not elite benefits.

+1 - OP's first move is to contact his travel people:

1. The travel people, not OP, have the market heft. They, not OP, can pull the business. The GM knows that OP has no say in the deal and therefore can do what he wants.

2. OP has no idea what his company negotiated other than what he sees on his statement at checkout. Is there a rebate of some kind to the company? Comped nights for certain travel? Suite for the CEO's wife?

3. Interfering in the relationship between vendor (hotel) and employer can be a bad career move.

4. Who gets the $100 anyway? Likely that corporate travel people assert that they, not OP, get the $100 or that OP has to report the $100 as income.

To the OP, when you went back to the front desk to inquire about your platinum arrival gift, did you just ask for the 500 points or were you trying for the $100? Because if you were just like, "Oh, hey, I forgot to ask about my platinum arrival gift when I checked in earlier. Can you please make sure I get the points?" then the manager's behavior is indeed atrocious. If you went in with more of an entitlement attitude then I see how things could have gone south: "Hey, in all my requests to store bags and get different rooms and all that, you forgot to offer me the platinum welcome amenity. I'd like my hundred dollars in twenties."

I stayed at a REN in So. Fla for a meeting with a couple teams from work. We have stayed at this property in the past many times due to the close proximity of an office in the area. We get a negotiated rate for the amount of rooms but the rate is very close to what you can get from their website. I called the FD at 11 am to let them know that I will be checking in at 12:30 pm so I can drop my bags off in my room prior to my 1 pm meeting downstairs. I arrived and the front desk manager said that they didn't hold my room because I had asked for the room to be ready at 11 am. I wasn't upset and just asked them to hold my bags until my meeting was over. No big deal.

After the meeting, I go back to the front desk to check in. The manager states that my room is ready, here are your keys and the elevators are to your left. She couldn't have been more short. I go to my room and realize that I didn't receive the PA gift. I go back down and explain the situation to the manager and she says that she did offer the gift and that I DECLINED it. I always take the points. To save time for the story, which I will clearly answer any questions anyone has, the GM of the property called me in my room and said that I could go to the front desk and collect my $100 but he would then contact my company's meeting coordinator to re-discuss our negotiated rate with the property because they give us "such a good rate." Has anyone heard of anything so preposterous? I did not take the $100 by the way...

OMG Please immediately contact Marriott Customer Service...additionally I'd also contact your company's meeting coordinator and let them know as well

Before you push this further, I suggest you check the negotiated corporate discount T&Cs to determine whether or not the negotiated rate waived any benefits you might think you're entitled to inasmuch as there are certain negotiated rates that another chain uses that I am connected with that formally waive these benefits...........

trust me they don't....I've never heard of such a story in my life as the OP's...wow! If I was closer to the OP I'd personally dial the phone for Customer Service

I have well over 1000 different negotiated rates in my office that I've had to give a "final blessing" to and they range from no lounge access, regardless of elite status, to XXXXXXXX (sorry, confidential) ............

Marriott's elite benefits are given to the person regardless of the rate or method of payment the guest is paying/using (including the associate rate)

A similar circumstance, regarding breakfast. Waitress could not find s4b "free" breakfast on file, so she asked front desk for help....where the GM happened to be standing. He explained to me that his hotel "NEVER offers a breakfast rate". He then told me that if I could "prove it to him", he would sign off on the breakfast, otherwise, I would be "expected to pay the bill."

When I produced his "proof", he took my copy and stated "someone is in so much trouble for this" and walked off. Front desk agent and waitress were mortified...literally no one could believe it. :eek:

I had more nights booked, but checked out immediately- with the poor desk agent saying over and over "I am so sorry, I am so sorry"....

as always, I defer to Socrates on his Marriott specific areas of expertese (my comments are based upon first hand knowledge with another int'l brand which does allow franchised properties to enter into stand-alone agreements with businesses/functions so long as corporate is notified of them).

trust me they don't....

"Sir/Maam, don't you EVER threaten my employer or me in any manner again. I have written down what you have said, and will be in communication with your boss".

Effective, if you can keep cool over the shock of a GM trying to blackmail you. I won't be staying at this Marriott EVER, after reading this.

<deleted>

A similar circumstance, regarding breakfast. Waitress could not find s4b "free" breakfast on file, so she asked front desk for help....where the GM happened to be standing. He explained to me that his hotel "NEVER offers a breakfast rate". He then told me that if I could "prove it to him", he would sign off on the breakfast, otherwise, I would be "expected to pay the bill."

When I produced his "proof", he took my copy and stated "someone is in so much trouble for this" and walked off. Front desk agent and waitress were mortified...literally no one could believe it. :eek:

I had more nights booked, but checked out immediately- with the poor desk agent saying over and over "I am so sorry, I am so sorry"....

it's sad you overheard the GM's comments but I believe this is a different situation (equally sad was the way in which your issue was handled) - the GM was going to investigate where the mistake was made and take corrective action with the associates (MI recently rolled out a new computer system - hence all of the crazy rates you saw about a month or so ago....SJO quickly comes to mind but there are many many many other examples out there and I believe what you experienced was one of these)...in the OP's case the GM was taking action against a guest

Well, OP, I suppose it could have been worse:
http://www.flyertalk.com/forum/marriott-rewards/1352238-dear-marriott-thanks-dildo.html

it's sad you overheard the GM's comments but I believe this is a different situation (equally sad was the way in which your issue was handled) - the GM was going to investigate where the mistake was made and take corrective action with the associates (MI recently rolled out a new computer system - hence all of the crazy rates you saw about a month or so ago....SJO quickly comes to mind but there are many many many other examples out there and I believe what you experienced was one of these)...in the OP's case the GM was taking action against a guest

I respectfully disagree with your comments. The GM WILLFILLY said this in front of his GUEST who was on a NEGOTIATED, CONTRACTED rate. That means that the GM had signed off on this contract. It is NEVER appropriate to discuss these types of things with the guest -- EVER! That GM should be forced to write a letter of apology to this guest with the offer of a free night -- PERIOD END OF STORY.

What the GM does behind closed doors is the his/her prerogative. But remarks such as were said IN FRONT of this guest (who didn't "overhear" them, they were said deliberately in front of them) should be worthy of serious reprimand.

it's sad you overheard the GM's comments but I believe this is a different situation (equally sad was the way in which your issue was handled) - the GM was going to investigate where the mistake was made and take corrective action with the associates (MI recently rolled out a new computer system - hence all of the crazy rates you saw about a month or so ago....SJO quickly comes to mind but there are many many many other examples out there and I believe what you experienced was one of these)...in the OP's case the GM was taking action against a guest

Socrates, really?

It is not "sad that I overheard him make the comment", he said it TO me as he took the paper out of my hand. And as this happened well over a year ago, I don't think it was in reponse to any kind of "new computer system error".

Telling me that he will "give it to me if I can prove to him that I booked it" may not be exactly the same as saying he would take it up with my company, but "sad" is not a word I would use to describe his tone, demeanor, or behavior.

Asking for further information about a reservation is one thing. To be told to "prove it" or you will be "expected to pay the bill" is quite something else.

I can count on one hand the number of times I have criticized Marriott personnel, but have lost count of the number of complimentary calls, letters, and emails that have been sent. I believe you know this, so to suggest the GM behavior should be acceptable due to a "new computer system" is astonishing to me.

Certainly different than the response you posted regarding a missed Plat Amenity.

Socrates, really?

It is not "sad that I overheard him make the comment", he said it TO me as he took the paper out of my hand. And as this happened well over a year ago, I don't think it was in reponse to any kind of "new computer system error".

Telling me that he will "give it to me if I can prove to him that I booked it" may not be exactly the same as saying he would take it up with my company, but "sad" is not a word I would use to describe his tone, demeanor, or behavior.

Asking for further information about a reservation is one thing. To be told to "prove it" or you will be "expected to pay the bill" is quite something else.

I can count on one hand the number of times I have criticized Marriott personnel, but have lost count of the number of complimentary calls, letters, and emails that have been sent. I believe you know this, so to suggest the GM behavior should be acceptable due to a "new computer system" is astonishing to me.

Certainly different than the response you posted regarding a missed Plat Amenity.
Sophie,

It was late when I posted this morning (and still working on 4 hours of sleep - no it's not self inflicted either)...but my intent of my message was to say everything you did (but only in my words)....I do agree the GM could have and should have handled the situation very different - the only reason for bringing the computer transition in was to explain why the GM most likely felt it wasn't possible and why it actually did happen....a much better way of handling this would have been for the GM to actually look at your reservation (MARSHA hasn't gone anywhere - all reservation information is and will continue to be tracked/handled by this system, it would have taken someone 15 seconds to review your reservation and see that you were correct).....then and only then if there was still a discrepancy to ask you for further documentation (I personally have in the past needed to do this but it's only as a last resort as I was unable to confirm what the guest was stating) however I'm confident that reviewing the reservation would have answered all of the GM's questions.....again I'm sorry for my grogginess last night and for failing to make the point as clear as I could have (yes the GM should have done better)

What the GM does behind closed doors is the his/her prerogative. But remarks such as were said IN FRONT of this guest (who didn't "overhear" them, they were said deliberately in front of them) should be worthy of serious reprimand.

I couldn't agree more - sorry I wasn't more clear with my personal opinions earlier this morning

as always, I defer to Socrates on his Marriott specific areas of expertese (my comments are based upon first hand knowledge with another int'l brand which does allow franchised properties to enter into stand-alone agreements with businesses/functions so long as corporate is notified of them).

I have friends in the airline industry who say that their company has negotiated rates with Hilton that "eliminate" their free breakfast/lounge access for diamonds.

They are not happy!

Glad to hear Marriott does not permit this. However, I know (first hand) that the Anchorage Marriott was refusing lounge access to Golds+ on certain contracts rates, but this was several years ago. Not sure if it still happens.

Sophie,

It was late when I posted this morning (and still working on 4 hours of sleep - no it's not self inflicted either)...but my intent of my message was to say everything you did (but only in my words)....I do agree the GM could have and should have handled the situation very different again I'm sorry for my grogginess last night and for failing to make the point as clear as I could have (yes the GM should have done better)

I must admit I was thinking "who are you and what have you done with the real Socrates?"

And would rather have a sleep deprived Socrates than no Socrates at all.....

No, I have not heard of anything so preposterous.

Go back to the GM, ask for his card, take the $100 and tell him that you will save him the time and talk to the company's meeting coordinator yourself about his attempt to blackmail you and ask that your company consider using another hotel due to his unethical behavior. Whatever communication you send to your company's meeting coordinator, I suggest you also CC Marriott Corporate and the GM.

Agree.

"Sir/Maam, don't you EVER threaten my employer or me in any manner again. I have written down what you have said, and will be in communication with your boss".

Effective, if you can keep cool over the shock of a GM trying to blackmail you. I won't be staying at this Marriott EVER, after reading this.

Agree.

The OP hasn't indicated which property it is - just a generic "Ren in So. FL".

Cheers.

The OP hasn't indicated which property it is - just a generic "Ren in So. FL".

Cheers.

While the OP has not identified the particular property, I have had enough rude employee experiences at the Ren FLL, that I will no longer stay there. If this is the one the OP is referencing, there is clearly a management deficiency that needs to be corrected.

While the OP has not identified the particular property, I have had enough rude employee experiences at the Ren FLL, that I will no longer stay there. If this is the one the OP is referencing, there is clearly a management deficiency that needs to be corrected.

I am curious to know too - my company has a negotiated rate also with one of them. I was thinking about trying it but not if the GM behaves like the United CFO (http://www.flyertalk.com/forum/united-mileageplus-consolidated/1347911-united-cfo-rainey-implies-certain-elites-were-over-entitled.html) :D

The Rens in South FL are:

Renaissance Fort Lauderdale Cruise Port Hotel
Renaissance Fort Lauderdale-Plantation Hotel
Eden Roc Renaissance Miami Beach
Renaissance Boca Raton Hotel

freeflyin, which FLL are you talking about - Cruise Port or Plantation?

what the mgr was Dead Wrong, however I thought the Hotel has till we checkout to offer the Gift, so if I did like the OP and the Hotel then asks me what would I like that they are off the hook and no $100 (or whatever amount)

what the mgr was Dead Wrong, however I thought the Hotel has till we checkout to offer the Gift, so if I did like the OP and the Hotel then asks me what would I like that they are off the hook and no $100 (or whatever amount)

The T&Cs say day of arrival, otherwise they could make the offer at check out when you try to invoke the guarantee and never have to pony up the $s. Some have reported going back down the afternoon after arrival and getting the bucks. Personally, I give them until the next morning, but do make sure it is BEFORE check out. Several properties will try to pull a fast one and say you asked for points and that's what they show. Then you have a I said, you said situation...

I wish they had a penalty for not posting points in a timely fashion!

Several properties will try to pull a fast one and say you asked for points and that's what they show. Then you have a I said, you said situation

This was my experience at a FF a few weeks ago. The GM was out of town. And it was pretty much my word against a young CSR working the evening shift.

The T&Cs say day of arrival, otherwise they could make the offer at check out when you try to invoke the guarantee and never have to pony up the $s. Some have reported going back down the afternoon after arrival and getting the bucks. Personally, I give them until the next morning, but do make sure it is BEFORE check out. Several properties will try to pull a fast one and say you asked for points and that's what they show. Then you have a I said, you said situation...

I wish they had a penalty for not posting points in a timely fashion!

What Roger said 100%.

And while I've not experienced a property trying to weasel out of payment by saying I chose points, I would have no problem telling the property to go pound sand if they said I asked for points & tell them to prove it. I'm actually one of the few who frequently takes the amenity gift & not the points when traveling. But on the few times I do take the points, I'm usually contacting MR after the fact because they didn't post properly.

Some properties actually have you sign the plat amenity card when you decide, and FWIW I think that's the best policy. There's no hotel said/guest said.

And to the OP - please NAME the property.

Cheers.

The Rens in South FL are:

Renaissance Fort Lauderdale Cruise Port Hotel
Renaissance Fort Lauderdale-Plantation Hotel
Eden Roc Renaissance Miami Beach
Renaissance Boca Raton Hotel

freeflyin, which FLL are you talking about - Cruise Port or Plantation?

I have stayed at the Renaissance Boca Raton (excellent staff, aging rooms) and the Renaissance Plantation (seriously some of the best staff I have ever encountered, newly renovated) so would have a hard time believing it could be either of these. From what I have read/heard though, it could easily be either of the remaining two.

I have stayed at the Renaissance Boca Raton (excellent staff, aging rooms) and the Renaissance Plantation (seriously some of the best staff I have ever encountered, newly renovated) so would have a hard time believing it could be either of these. From what I have read/heard though, it could easily be either of the remaining two.

You beat me to it. Really enjoyed Boca, even with the aged rooms, and had an excellent stay AND meal at Plantation...both when the BOGO 50's were still around. I would go back to either with no concerns.

The T&Cs say day of arrival, otherwise they could make the offer at check out when you try to invoke the guarantee and never have to pony up the $s. Some have reported going back down the afternoon after arrival and getting the bucks. Personally, I give them until the next morning, but do make sure it is BEFORE check out. Several properties will try to pull a fast one and say you asked for points and that's what they show. Then you have a I said, you said situation...

I wish they had a penalty for not posting points in a timely fashion!

So the OP was Wrong. If I recall the OP said they checked in went to their room and then went to the FD to get their $$$. Well unless the OP checked in at say 11:55pm the Hotel didnt owe them the $$ yet.

Seems the OP demanded the $$ way too early since they asked for an 11am checkin and didnt check in until after their 1pm meeting, I hardly doubt the OP checked in right before Midnight.

This doesnt detrack from what the OP was told, but the Mgr was correct if they told them to go pound sand, as its now xpm and what would you like as your gift and need not have gone any further with the OP as the OP didnt have a leg to stand on.

I am curious to know too - my company has a negotiated rate also with one of them. I was thinking about trying it but not if the GM behaves like the United CFO (http://www.flyertalk.com/forum/united-mileageplus-consolidated/1347911-united-cfo-rainey-implies-certain-elites-were-over-entitled.html) :D

The Rens in South FL are:

Renaissance Fort Lauderdale Cruise Port Hotel
Renaissance Fort Lauderdale-Plantation Hotel
Eden Roc Renaissance Miami Beach
Renaissance Boca Raton Hotel

freeflyin, which FLL are you talking about - Cruise Port or Plantation?

Cruise Port

I must admit I was thinking "who are you and what have you done with the real Socrates?"

And would rather have a sleep deprived Socrates than no Socrates at all.....

:) not doing much better this morning after the storms rolled through from 2am which lasted until 4am...ugh

And to the OP - please NAME the property.


Well the OP has been on FT as recently as last night but still hasn't come back here to name the property. Either he's full of noodles or is using this post to extort compensation out of Marriott. :rolleyes:

Well the OP has been on FT as recently as last night but still hasn't come back here to name the property. Either he's full of noodles or is using this post to extort compensation out of Marriott. :rolleyes:

Perhaps the OP has contacted Marriott and is awaiting a response before identifying the property,especially if he/she has a corporate account with them

Well the OP has been on FT as recently as last night but still hasn't come back here to name the property. Either he's full of noodles or is using this post to extort compensation out of Marriott. :rolleyes:

Roll your eyes somewhere else. I'm in currently in the hospital and have some more taxing things to worry about now. The property was the REN Plantation. If I was trying to extort comensation from Marriott don't you think I would have taken the $100 for the guarantee when it was offered and pursued more? I was just appalled at the handling of the situation by everyone involved and wanted to share my experience with FT.

Sorry to hear you're in the hospital; hope things go well.

We do appreciate your sharing your experience, so others will know of the customer service attitude (or lack thereof). Sounds like the GM of the Plantation needs a course on customer service, along w/ ethics.

You & others who post these type of threads do yourselves a disfavor when you don't name the name of the property in the OP, because then the thread derails into a guessing game of which property & why wasn't it being posted/is the OP trying to get something out of it by not mentioning the name (that not directed at you, but we have had some folk who have done that). It's just easier, when there are threads of this nature, to mention the property upfront.

On a dif note. I don't get as bent out of shape if a couple of days go by & someone doesn't come back to update, because they could be traveling, or in the hospital, or out mowing their lawn/doing family things & FT isn't a 24/7 activity for everyone. If a week or so goes by, that doesn't make as much sense, but a couple of days sure.

Cheers.

FT isn't a 24/7 activity for everyone:eek: WHAT! Blasphemy! Are there really such misguided individuals? :D

Agree.



Agree.

The OP hasn't indicated which property it is - just a generic "Ren in So. FL".

Cheers.

Good point. You are right.

Hope all goes well in the hospital.