If the hotel has already gone beyond the call of duty on other things (as so many Marriott properties do) I'll just remind them myself to give me the arrival gift points if need be.

However, in the case I cited earlier, Marriott Customer Care did intervene, but their solution was to get the same GM manager that falsely put the blame on me to call me. It was after that that she gave me the 1000 bonus points, without ever admitting their fault and of course still without giving me the cash payment due.