Thanks for the responses all! I went to the FD prior to check out and let the rep know I was not offered my points at check in and would like to speak with someone about the ultimate guarantee. The rep got the front desk manager who had also helped the person checking me in the afternoon prior.
He ended up giving me the $100, but it was an uncomfortable interaction as the manager (could not read his name tag) asked me at least twice if I remembered who checked me in (as if they were going to be reprimanded or something).
The reason the manager helped the person checking me in was that we arrived and wanted to check in at 3pm, 1 hour before check in time. I had never stayed at a vacation club and my fault for not knowing when check in time was as we had plans to freshen up and go to an early dinner before a concert. Unfortunately I had to push for a room that was ready (there was one, they didn't want to assign it to us until I objected). While he was determining if we had been given the points at check in the manager reminded me that we had been allowed to check in early. I let him know that if I had been aware of 4pm check in time and 10am check out time (we only stayed 1 night) I would have looked further for alternative accommodations. He responded that this is the industry standard for timeshare properties (we have never stayed at one before).
So yes, they honored the guarantee and the manager apologized for the "big miss". I just hope the person that made the mistake isn't treated harshly or badly by the manager.
He can check your account information to see who checked you in, so he will easily find out without an issue. I'm sure he got written up, but that's totally dependent on how the manager feels. Usually you'll get a firm talk at minimum. It's quite a hard mistake considering the property management system makes you make a platinum arrival gift selection before the check in process begins. Usually they are sidetracked or just get used to sliding through that field since the only selection is points and most plats are aware of the gift.
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Courtyard Düsseldorf Hafen
This Hotel was a new lowpoint for me. We all know that recognition at Courtyards is poor. Typically it is a drink and a snack from "The Market".
Here it was a "snack only" sweetened with the comment "but just a small one". A complaint lead nowhere, extremely unaccomdating staff.
When 12 year loyalty is worth a candybar...
This Hotel was a new lowpoint for me. We all know that recognition at Courtyards is poor. Typically it is a drink and a snack from "The Market".
Here it was a "snack only" sweetened with the comment "but just a small one". A complaint lead nowhere, extremely unaccomdating staff.
When 12 year loyalty is worth a candybar...
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Posts: 522
As a candybar was worth less than the 250pts I opted for the points as Plat arrival gift. Still quite disappointed with that property, especially if one considers that their rates are usually quite high.
not all CYs are poor.............. my wife just completed a CY stay......... they provided her with an upgraded room, 1-hr meeting room usage, lounge access with cocktails at night and breakfast in the morning and as a welcome gift, lunch for 2 at MoMo Cafe........... (but beyond the upgraded room and choice of welcome gift I do not consider the other perks due her, but provided only as a courtesy)
Quote:
Originally Posted by tmeyer
We all know that recognition at Courtyards is poor. Typically it is a drink and a snack from "The Market".
This Hotel was a new lowpoint for me. We all know that recognition at Courtyards is poor. Typically it is a drink and a snack from "The Market".
Here it was a "snack only" sweetened with the comment "but just a small one". A complaint lead nowhere, extremely unaccomdating staff.
When 12 year loyalty is worth a candybar...
That is ridiculous.. Courtyard is quite limited to what they can offer for recognition, but a "small" snack is insane.
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Normally I don't stay at CY and this post surprised me. Do most CY have a lounge?
Quote:
Originally Posted by BKKLEE
not all CYs are poor.............. my wife just completed a CY stay......... they provided her with an upgraded room, 1-hr meeting room usage, lounge access with cocktails at night and breakfast in the morning and as a welcome gift, lunch for 2 at MoMo Cafe........... (but beyond the upgraded room and choice of welcome gift I do not consider the other perks due her, but provided only as a courtesy)
And not really in Europe either. I think Asia CYs are more likely to have exec lounges & in some cases are more like FS Marriotts. BKKLEE has mentioned a # of Asian properties that are quite nice in various threads, as he has a lot of experience with Asian properties.
not all CYs are poor.............. my wife just completed a CY stay......... they provided her with an upgraded room, 1-hr meeting room usage, lounge access with cocktails at night and breakfast in the morning and as a welcome gift, lunch for 2 at MoMo Cafe........... (but beyond the upgraded room and choice of welcome gift I do not consider the other perks due her, but provided only as a courtesy)
given the reference to MoMo i'm assuming this was at the CY hong kong?
I don't get this. What is the 100 dollars for at MVC? Not telling you that your only choice is 500 points when you check in?
I'm still confused. Under what circumstances would you collect the 100 dollars at MVC and how would they verify that the check clerk did or didn't mention to you that as a plat you get a 500 point arrival bonus?
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Quote:
Originally Posted by SkiAdcock
And not really in Europe either. I think Asia CYs are more likely to have exec lounges & in some cases are more like FS Marriotts.
I've stayed at a few Asian CYs and they are, for all intents and purposes, the same as FS Marriotts including lounges.
Quote:
Originally Posted by VickiSoCal
I'm still confused. Under what circumstances would you collect the 100 dollars at MVC and how would they verify that the check clerk did or didn't mention to you that as a plat you get a 500 point arrival bonus?
I'm confused by that as well. I would guess, that it is just a website mistake that Marriott hasn't seen fit to fix.
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Quote:
Originally Posted by VickiSoCal
I'm still confused. Under what circumstances would you collect the 100 dollars at MVC and how would they verify that the check clerk did or didn't mention to you that as a plat you get a 500 point arrival bonus?
I agree. i don't think MVC is part of the pubished $100 guarantee.
I have always wondered about full service propoerties not posting points. Why wouldn't one be eligible for the $100 then? Your arrival gift wasn't provided and you had to call to get it.
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Quote:
Originally Posted by Mr. Vker
I agree. i don't think MVC is part of the pubished $100 guarantee.
I have always wondered about full service propoerties not posting points. Why wouldn't one be eligible for the $100 then? Your arrival gift wasn't provided and you had to call to get it.
Because posting of points is actually a SLIGHTLY different thing than the rule of the guarantee of the arrival gift. The rule is that the hotel MUST OFFER you the CHOICE of arrival gift, and if they do not, you MUST ASK for either correction or compensation before leaving the hotel.
If they ask you whether you want points or the amenity, and you choose the points, and then the points are actually not posted after a reasonable time, then that is actually a different issue than the arrival gift guarantee. Once they ask you, and you have made your choice of points, then they have satisfied their guarantee obligation.
If you choose the amenity, and then the amenity is NOT delivered to your room, then they have not satisfied their guarantee obligation, and again, you must make the request for correction or compensation BEFORE you leave the property at time of check out. Once they have closed you out and you have walked out the door, if you have not already asked for the guarantee, then you have given up your right to ask for guarantee compensation. However, you could still, theoretically ask for the points.
There are a few "gray area" Marriott people who will always respond to your request for correction or compensation with an answer something such as "Oh, I just assumed you wanted the points, and we've arranged for the points to be credited to your account." However, that is not good enough, it is actually a C.Y.A. response, because the guarantee is, they MUST GIVE YOU THE CHOICE of either points or amenity, they are not permitted to make the choice on your behalf if they have not discussed it with you.
I hope that my explanation has answered your question, but if it hasn't, either ask me questions, or I am sure someone else will explain it differently if you wish.
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2013 Marriott upgrade success 5/5 suites
