Originally Posted by emanon256

I have lurked in this forum occasionally, but this is my first post here. Sadly, it’s not about a good situation. I have stayed at Marriott on and off for years, and over the past two years have been averaging 200 nights a year with Marriott. This is the first time I have ever had to complain.

My wife and I went on Holiday and were spending 4 nights at a the JW Marriott in Phuket, Thailand on points. We booked this before the new point’s policy and they didn’t have saver nights, so it was expensive, but we thought it would be worth it.

Prior to arrival, the concierge e-mailed us and welcomed us, helped us arrange some activities, and stated that since we are Platinum, she will offer us 20% off on all dining at the hotel.

When we arrived, the bathroom in our room was dirty. We complained, and nothing was done. The public restroom was substantially worse. We booked 90 minute massages, and were given 60 minute massages. When we complained, we were told that the spa was closing, and they wanted to get out. We asked for 1/3 of our money back, and were told that they can’t do that on a service we already received.

The next day, we were gone all day, came back and our room was still dirty. The day after, we continued to have problems with rude staff, our bathroom still not being clean, and numerous other issues that I won’t go into. We finally asked if we could be re-accommodated. We were told they cannot put us in any other rooms, or any other property. So we asked to leave. We then got our things paid $300 to change our flight to our next location early, and spent 50,000 in points to stay at another Marriott for the remaining 2 nights.

When they presented us our bill, they had not given us the 20% off on our dining. We complained, and they said that we don’t get the discount since we didn’t buy a timeshare. I explained that the Concierge stated we would get 20% off. They said we won’t and told us to just sign the bill and leave. I asked for a manager. The manager said that I was mistaken and said she wanted proof that I was told we would get 20% off. I pulled out my computer and showed her the e-mail. She said it was wrong, and they won’t give us the discount since we stayed on points. I reiterated that is specifically said that as platinum guests, we would get 20% of on all food/dining and that we made the reservation on points before the concierge extended us this offer. She told me that, “Platinum means nothing.” I still refused to sign, and she said they would not let us take the airport shuttle until we signed. I signed, “Under Protest.”

I e-mailed Elite Customer Service and stated the situation, and stated that I am out the $300 on my own, and I am aware of that, but that I would like the 50,000 points back for the two unused nights, since the hotel could not provide a clean room, and since we had to spend another 50,000 points to re-accommodate ourselves. I also asked that they have the hotel enforce the 20% off as we have it in writing and forwarded the e-mail from the concierge.
I got an e-mail back, saying that my e-mail was forwarded to the Hotel for review. A few days later, someone from the hotel e-mailed me, and apologized, and stated they would give me 25,000 points for the inconvenience. I forwarded it back to the Marriott elite CS e-mail and said this was unacceptable. I got a quick reply saying that in disputes, they always side with the Hotel over the customer. I wrote again outlining the exact problems, and asking that Marriott make up the difference and credit us the remaining 25,000 points we are out. A week later, got a reply from the hotel, (it had been forwarded again). This time it said they have discussed my situation, and decided to give us the discount on 1 of our meals only, and that the next time we use their spa, they will give us extra time to make up for the short service.

I e-mailed the elite CS again and again said I was not happy with the outcome, that I would like the 25,000 points I am still out back, as well as the full discount, and as a compromise, I would let the short spa service thing go.

I got no reply for 10 days, and wrote again asking why I have not received a reply. I got an almost immediate reply saying the hotel already gave me 25,000 points and a discount on 1 meal, and that that was more than enough and that I have already been told that they side with the hotel in all disputes.

So, my questions are. Did I ask for too much? Am I out of line? What would others have done? What would have been fair? I am not asking for more that I think I am entitled to, in fact, I feel like I am asking for less than I what would make me whole again.

Thanks,
Emanon