This weekend I contacted the office of the owner of the franchise and explained the situation. Yesterday I got a call from Mr. Marriott's Assistant again asking me if I was satisfied with their response that this issue had been closed. I told her I was not and she said she would ask for another response. I also got an e-mail back form the owners office stating that they too are asking the general manager to respond.
I got a response today. I was not overly satisfied with his tone, and he is refusing to do anything about the spa treatment, but he is returning the 25,000 points, so with that I am satisfied, it should not have taken this long, or been this much trouble.
He sounds like he is turning the situation around saying its my fault which annoys me. He also says he doesn't feel he should have to return the points as I checked out after 12:00pm which is checkout time.
His response is two full pages, and its a scanned image, so I can't cut and paste it here. But I will re-type the main points and snip out the filler below for all to see.
Opening:
Dear Mr. Emanon
I have been made aware of you on going attempts for compensation. Both Mr. Marriott's office and [Owners name] office have asked that I respond to you on their behalf and try to come to a resolution with you.
Lots of filler removed. Basically, we have taken all of your claims seriously.
From the investigations I have made, I believe you were misinformed or else mis understood the benefits and discount entitlements associated with your platinum status. I fully take on board your criticism of our products and will endeavor to to address and improve these with my team.
As to the discrepancies you mentioned, I would like to address the following.
1. Contrary to what you have stated, you are not entitled to a 20% discount. The 20% discount you refereed to actually referred to a separate promotion through Marriott Rewards. We issued you a discount on your cooking school as a gesture of good will.
2. The disappointing spa experience you reported was do to your deviating from our standard 60 minute massage. The herbal massage costs 826 Bhat more. This is quite a customary and generally accepted practice.
I have to interrupt as the regular massage was 826 Bhat less than a Thai Herbal Massage. I requested, and paid for the Thai Herbal Massage which states its 90 minutes.
As to your contention that the time was cut short, we do not agree. For the 90 minute massage, 15 minute sis allocated for changing, and 75 minutes for the actual treatment.
3. As a platinum guess, you actually received all of the benefits to which you are entitled, specifically a complimentary upgrade and free breakfast.
As I interrupt again, a mid floor room with a view of nothing, and a normal sized room, hardly constitutes an upgrade. And again, the concierge specifically stated I would get said discount.
4. As you are aware, you already received a credit for 25,000 points against the total of 75,000 needed to stay. It was your choice to check out early and this actually represents a 33% discount on your total stay. As you decided to check out after 12:00, our check out time, we feel you were compensated appropriately.
More filler removed, basically stating, we value you and regret we were unable to satisfy you, and we will work harder in the future.
As a final gesture of recompense, I am prepared to offer you an additional 25,000 rewards points in return for your trouble and countless efforts in trying to get restitution of this most unusual resort experience.
I would like to sincerely apologize for now meeting your expectations in this instance and hope we can learn from this unfortunate situation and move on.
Respectfully Yours
General Manager
I guess this is all I am going to get, and I will simply take the loss on the massage and never go back there, and hopefully others will be warned as of this experience. I do feel better getting the points back. And to counter his, "you checked out late so thats why you don't get the second night back", well, don't Platinum members get late check out anyway? I am also assuming his words about tacking my criticism is referring to the dirty room. But one just thinks during off season, they would just put me in another room.
Oh well, thanks to every one who listened, and I am curious to hear your thoughts.
Thanks!