I travel almost every weekend with our team and we always stay at Marriott properties and if I have ever had an issue, it usually gets followed up with immediately (which is part of why our program has three Plat coaches). So I would love some advice on how to proceed on this issue because it has been a month and it has not been resolved.

In late November, our program booked 18 rooms between four Platinum members at the CY Chicago Glenview/Northbrook for five nights. I had three QQ suites and a K suite. Upon checking in, I was told the guests staying in the QQ suites had extended their stay, and originally we were going to be given K suites instead. I explained this wasn't going to work as I have 5 students staying in the room and this would be beyond uncomfortable (not to mention the room type guarantee which I believe kicks in here, but I could be wrong).

The hotel's fix was to give us adjoining king rooms with either a rollaway or sofabed in one of the rooms. They were quick to make these changes and they said they were charging us the same price as the suites. Only problem was that they split the cost between the two rooms under two separate reservation numbers. For all three former QQ suites. So I now have seven rooms but 6 are for half the price of the previous reservations.

This meant when I got points for three rooms, I actually only got points for two of my original reservation (33% fewer points). I have now called the hotel three times, been directed by the front desk to supposed managers, left voicemails, and have never received a callback.

How should I proceed if the voicemails are not being returned?

Thanks!