Originally Posted by
dingo
I've searched but don't see an answer to this in the first page of search results; I'm surprised and aplogize if I'm using the wrong terms to find this information.
I'm new to Plat. I checked in to the JW Marriott in Denver yesterday and it didn't dawn on me until this afternoon that they didn't ask me to make a choice of points or food. I mentioned it to the front desk and they asked me what I wanted and I told them points, for both of the rooms that I have.
Was that a mistake? Should I have let it go and invoked the guarantee? Does the guarantee even apply to this benefit, and how should one invoike it if it does? Does the fact that I booked two rooms mean I could have / can still double up? Finally, what is the compensation if it does apply?
The hotels will not honor the guarantee unless you specifically ask for it and help them to understand what to do. My advice is to call the MR Plat desk and ask them to contact the hotel manager to educate them on the proper procedure. You should be due a cash payment (not a credit your bill) in addition to the points. AT this point, you should expect some additional points for your trouble and for getting the run around. I think the cash amount for JW is $100.
From marriott.com
"Platinum Arrival Gift/Platinum Members
We guarantee you will receive a gift on the day of arrival at any Marriott hotel. If we fail to deliver, we'll give you a cash reimbursement. (Reimbursement varies by hotel brand.)"
Elite Benefits Guarantee at Participating Marriott Hotel Brands (for Members of the Marriott Rewards Program and The Ritz-Carlton Rewards Program)
Platinum and Gold Membership
Hotels located in the United States will pay $200/$100/$50/$25 US dollars for all Elite Benefits Guarantee compensation. Hotels located in Canada will pay $200/$100/$50/$25 CAD for all Elite Benefits Guarantee compensation. Hotels outside the US and Canada will pay the equivalent of $200/$100/$50/$25 USD in local currency.
The maximum Elite Benefits Guarantee compensation paid to an Elite Member during a stay in the United States will be $200 USD, even if more than one Guaranteed benefit is not delivered to the Elite Member. The maximum Elite Benefits Guarantee compensation paid to an Elite Member during a stay in Canada will be $200 CAD, even if more than one Guaranteed benefit is not delivered to the Elite Member. The maximum Elite Benefits Guarantee compensation paid to an Elite Member during a stay outside the United or Canada will be the equivalent of $200 USD paid in local currency, even if more than one Guaranteed benefit is not delivered to the Elite Member.
If an Elite Member believes that compensation is due with respect to any aspect of the Elite Benefits Guarantee, he/she must request payment of the compensation while still a guest at the hotel, prior to checking out. Failure to request such payment prior to check out will result in a complete waiver of any right to receive such compensation.
In order to qualify for the Elite Benefits Guarantee, the Elite Member's Membership Number, Elite Membership status, and bed type preferences must be included with the reservation. Reservations made through meeting planners, travel agents, wholesalers or other third party sources must include this information in order to be included in the Guarantee.
The Room Type Guarantee covers bed type preferences at JW Marriott Hotels & Resorts, Marriott Hotels & Resorts, Renaissance Hotels, EDITION Hotels, and Autograph Collection. Smoking/non-smoking preferences will be honored only at participating hotels outside the Unites States and Canada. (Pillow, room location, extra bed, crib requests, etc. requests are not included in the Guarantee.) Note that exact bed sizes may vary at hotels outside the United States and Canada.
The Room Type Guarantee does not cover room upgrades.
An Elite Member who makes a reservation on the same day he/she plans to arrive at the hotel, or Elite Member who walks in to a hotel without a reservation is not eligible to receive the Room Type Guarantee.
Elite Members are eligible to receive the Room Type Guarantee at any JW Marriott Hotels & Resorts, Marriott Hotels & Resorts, Renaissance Hotels, EDITION Hotels, Autograph Collection, Courtyard by Marriott, Residence Inn by Marriott, Fairfield Inn & Suites by Marriott, SpringHill Suites by Marriott and TownePlace Suites by Marriott property worldwide. Gold Members are eligible to receive the Room Type Guarantee at any JW Marriott Hotels & Resorts, Marriott Hotels & Resorts, Renaissance Hotels, EDITION Hotels, Autograph Collection, Courtyard by Marriott, Residence Inn by Marriott, Fairfield Inn & Suites by Marriott, SpringHill Suites by Marriott or TownePlace Suites by Marriott property located in North America. If Company is unable to fulfill this Room Type Guarantee, Elite Members will be compensated $100 at JW Marriott Hotels & Resorts, Marriott Hotels & Resorts, Renaissance Hotels, EDITION Hotels, and Autograph Collection; $50 at Courtyard by Marriott, Residence Inn by Marriott and SpringHill Suites by Marriott; and $25 at Fairfield Inn & Suites by Marriott and TownePlace Suites by Marriott for the inconvenience.
Guaranteed Concierge/Executive Club Lounge* access applies to regular hours of operation at JW Marriott Hotels & Resorts, Marriott Hotels & Resorts, Renaissance Hotels, and Autograph Collection worldwide. For JW Marriott Hotels & Resorts, Marriott Hotels & Resorts, Renaissance Hotels, and Autograph Collection properties without a Concierge/Executive Club Lounge, or if the Concierge/Executive Club Lounge is closed during regular hours of operation, the Platinum Member is entitled to receive a free continental breakfast, Monday through Friday; simply show Membership Card and room key in the hotel restaurant. If neither Concierge/Executive Club Lounge Access/Free Continental Breakfast nor complimentary continental breakfast, Platinum Members will be compensated $100 USD for the inconvenience.
*Not available at resort locations; weekday stays only.
Complete list of Resorts >>
The Platinum Arrival Gift 500 bonus points option is available only to Points earning Rewards Program Platinum Members staying at participating JW Marriott Hotels & Resorts, Marriott Hotels & Resorts, Renaissance Hotels, EDITION Hotels, Autograph Collection, and Marriott Vacation Club worldwide. Platinum Members earning Miles can not choose the 500 bonus points. Platinum Members will be compensated $100 for the inconvenience if participating Marriott brand hotel is unable to provide the guaranteed Platinum Arrival Gift.
The Platinum Arrival Gift 250 bonus points option is available only to Points earning Rewards Program Platinum Members staying at Courtyard hotels located outside of North America. Platinum Members will be compensated the equivalent of $50USD in local currency for the inconvenience if participating Marriott brand hotel is unable to provide the guaranteed Platinum Arrival Gift.
For stays in North America, Platinum Members earning Points can receive 200 bonus points at Courtyard by Marriott, Fairfield Inn by Marriott, Residence Inn by Marriott, Springhill Suites by Marriott and TownePlace Suites by Marriott as their arrival gift option. Platinum Members will be compensated $50 at Courtyard by Marriott, SpringHill Suites by Marriott, and Residence Inn by Marriott; Members will be compensated $25 at Fairfield Inn & Suites by Marriott and TownePlace Suites by Marriott, for the inconvenience if the participating Marriott brand hotel is unable to provide this guaranteed Platinum Arrival Gift.
Guests accompanying Elite Members to a participating Marriott brand hotel or Ritz-Carlton hotel are not eligible for the Elite Benefits Guarantee.
The Guarantee applies to all stays, including Rewards Redemption stays.
Elite Members who do not receive their Elite Benefits Guarantee or Ultimate Reservation Guarantee in Russia, any other country subject to currency restrictions or any country prohibited by law from compensating the Member in the form of a cash payment will be compensated with Rewards Program Points.
If an Elite Member has a confirmed reservation, but is walked from the hotel upon arrival, the property will pay the Ultimate Reservation Guarantee compensation in place on that date under the Program Rules. If an Elite Member receives Ultimate Reservation Guarantee compensation, then he/she is not eligible to receive additional Elite Benefits Guarantee compensation.