Hi guys, just trying to get some opinions on what I should do in this dilemma I'm facing.

Some facts:
-I am a Platinum member with Marriott since early 2011
-Staying at the full service Marriott in Spartanburg, SC (near Greenville)
-Currently on my THIRD 9-night stay here

Last night when I came to the front desk to check-in at 11pm, I was told by the front desk that they overbooked and I had to be walked/transferred to the Extended Stay America about 3-5 miles down the street. I get to the hotel and the lobby is closed. I end up having to wait 30 mins for someone to unlock the lobby and check me in. This hotel is absurdly not what I'm used to and I felt like I was in a scary movie the whole time, quite an awful experience!

Anyways, I called later that night at roughly 1am and expressed my frustration towards the manager working the night shift. He said I wasn't listed as Platinum in the system and apologized for walking me. I was tired and didn't want to argue anymore so I just asked to get me in the Marriott ASAP.

Today, I get a call at 4pm and I finally get a room at the hotel I originally made the reservation for (9 nights). He offers me 20,000 points and 2 alcohol vouchers for my inconvenience and I accept it.

Later today after speaking with some co-workers and researching the fact, I feel I'm entitled to the Elite Benefits Guarantee
Found here: https://www.marriott.com/rewards/mem...s/guarantee.mi

I call Customer Care, explain the situation and they feel so too, so they speak with the manager, the GM, and supposedly come up with a resolution and offer me the $200 and 2 free night certificates.

Just now the manager calls me back and says I will not be receiving it because I was not listed as a Platinum member in their database when they decided to walk me. Keep in mind this is my THIRD stay at this hotel.

I then realize I didn't get any arrival gifts my prior 2 stays too! To make sure, I look in my past history on the website and low behold, I have no platinum arrival gift points. I use my company's website to book hotel stays with Marriott and have never experienced this issue with the other 10+ hotels I've stayed at, they all recognized my Platinum status.

Is this fair of them to not honor the benefits because of THEIR mistake? How is it my fault that I was not in the system as a Platinum member? No other hotels had this issue... whether it's on their IT system, or what not, it's clearly their fault. I should have never been walked.

I feel like I'm entitled to the $200 cash and 2 free night certificates for being walked AND another $200 ($100 each reservation) for the last 2 reservations I was not offered a Platinum Arrival Gift.

Thoughts? Is there someone higher I should complain to? The GM at this hotel clearly is trying to avoid everything and just offering 20,000 points

Sorry for the long post, thanks for reading!


**** Forgot to mention that the most recent reservation I made, the one that I got walked on... the front desk made the reservation! I remember calling them and asking about available dates and she went ahead and booked it for my corporate rate. How did they not have the Platinum listed when the FRONT DESK made it????