Originally Posted by
skylane
I stayed (paid revenue stay) at the Courtyard Denver Stapleton in Sept 2018 as a Plat Premium and never received any platinum amenity. I did ask about breakfast at check-in and they told me it wasn't free. Looking at my bill, it has my Marriott number OK. Do I qualify under the "failed elite benefit" system?
A Platinum Elite "amenity" is no longer a benefit at Courtyard.
Prior to August 18, 2018, the Arrival/Welcome Gift for Platinum Elite members at Courtyard in the U.S. was a 400 Rewards points AND a Food or Beverage Amenity (typically an item from the pantry store).
The current (since August 18, 2018) Arrival/Welcome Gift for Platinum Elite members at Courtyard and AC Hotels in the U.S. is a choice of
500 points (that's per
stay, not per day) OR
$10 USD F&B credit for member + 1 guest, daily (that's per
day, not per stay).
Complimentary breakfast was not a Platinum Elite benefit at Courtyard prior to August 18, 2018 -- and it still isn't. But the daily $10 USD F&B credit for member + 1 guest can used toward breakfast.
Originally Posted by
skylane
I've emailed Marriott customer support once a month now for the past 3 months. At first, they said they'd have the hotel contact me but no reply. My emails to Marriott customer support now go unanswered.
Is an "amenity" the only thing you didn't receive? Were you offered a choice of points or a daily F&B credit at check-in? Did 500 bonus points post your loyalty account?
Originally Posted by
skylane
Any recommendations on how to escalate? Do I contact the hotel directly? Am I really entitled to a failed benefit system? I'm an SPG transplant so this is new to me...
As has been noted, you need to claim the "Guest Compensation" while you're a guest at the hotel, not afterwards. If you were not offered a choice of Platinum Elite Welcome Gift at check-in, then you would have had a legitimate claim. The compensation at Courtyard is $50 USD. After checking out, it was already too late.
The Loyalty Program Terms and Conditions at
https://www.marriott.com/loyalty/terms/default.mi are daunting, but if you use your browser's search function with search terms such as
Platinum Elite Welcome Gift, you can find the applicable parts.
At this point, you could see if 500 points posted as part of the points for your stay. If not, you could make a phone call to Marriott Guest Services. Your time might be worth more than the $4 value of those points, but it would send the message that members are paying attention.