Marriott Rewards (including Ritz-Carlton) - Platinum Arrival Gift Timing Debate

I am currently staying at a Renaissance in continental Europe. Fine stay overall. Res from 20th Aug till the 29th. On the 23rd, I point out to the front desk that despite filling in my platinum arrival gift card with my choices of gifts (wine and cheese), I didn’t get it and would like them to process the Marriott compensation.
When I get back to my room on the 24th , there is a big basket of fruits together with wine and bottled water together with a note apologizing for not getting me my gift upon arrival. This morning (27th), I go to the front desk asking them for the status of my compensation. I am told that I got my arrival gift on the 23rd. I thanked them for the nice gesture but mentioned that 1) it was not my selection and 2) I did not get it upon arrival.
The front desk attendant points out that as long as Platinum Arrival gifts are delivered by the day of departure, they consider it was done. I argued that it was not a ‘departure gift’ nor a ‘during my stay gift’ but an ‘arrival gift’. He was going to check.
On one hand, I want to let this one go but on the other hand, I feel that they should bear operational responsibility for their terms and conditions and want to press this one.
What would you do?

Thanks.

If its a Hotel I frequent or plan to be staying at going forward or has been AOK with everything else till now,Id probably not press for the actual Compensation but would Educate them to what the facts are and let them know from get go I dont want any compensation just want them to handle things properly going forward with other Plats.

btw Ive done exactly this a few times already

I could be wrong but I thought they have 24 hrs do make good on it

I think the wording is pretty clear (quote from www.marriott.com/rewards/member-benefits/guarantee.mi (http://www.marriott.com/rewards/member-benefits/guarantee.mi), bold by me):

"As a Platinum member, you’ll receive a special gift upon arrival at all participating hotels, offering you a choice of an amenity gift or bonus points. (Amenity gift not available at The Ritz-Carlton, EDITION and Marriott Vacation Club locations.) If guarantee is not met, guest compensation applies. "

"Upon arrival" is not 4 days later, it's on the arrival day.

I think you surely deserve compensation. When I was Platinum (a few years ago), the platinum gift was accidentally delivered to the next door room (instead of mine) and when I brought it to their attention the next day, they had to pay the guarantee. Trust me, it's not something they were happy about. In your case I think you should demand the compensation because they seems to be ignorant and on the verge of arrogant on this issue. One payout and the staff will get a proper training. Thus I think You should get the compensation in the best interest of the hotel.

I've always been curious as to why Marriott even bothers offering compensation if the arrival gift is not delivered on time. I highly doubt anyone thinks this benefit is a deciding factor when choosing a brand of hotel to stay at. Maybe it is there way of adding benefits that sounds nice on the outside, but aren't utilized often.

I stayed at a continental Europe property before that on a similar length stay didn't provide arrival gift. I asked for the $100 compensation. They provided it, and also sent up a basket of fruit as an apology.

I'd press the $100 issue, as the arrival gift is not an anytime we please before you check-out gift.

Cheers.

I've always been curious as to why Marriott even bothers offering compensation if the arrival gift is not delivered on time.

It's a nice gesture to the Plat, but also it's a training device for the property.

Cheers.

It's a nice gesture to the Plat, but also it's a training device for the property.

Cheers.

+1

I call it "tipping point hospitality," and it works both ways. A series of small gestures, each of which might be minor, add up to create a nice impression. Likewise, a series of small annoyances, none of which are worth a complaint alone, can ruin a stay.

Mike

I've always been curious as to why Marriott even bothers offering compensation if the arrival gift is not delivered on time. I highly doubt anyone thinks this benefit is a deciding factor when choosing a brand of hotel to stay at. Maybe it is there way of adding benefits that sounds nice on the outside, but aren't utilized often.

It's a way for Marriott Corp to beat the franchises into line and force compliance.