Originally Posted by
Kacee
Unfortunately they can. That's the new Marriott, where only the customers have to follow the rules.
Originally Posted by
Kacee
I believe they have figured it out, and that's exactly the problem. They save 25% by converting to CAD in violation of the T&C.
I do not believe that Marriott International has directed properties in Canada (or anywhere else) to shortchange guests on Platinum Welcome Gifts.
But Marriott International seems to make very little effort to find and correct such failures.
How often have we read about guests who call Marriott Guest Services, only to be told to work it out with the hotel? Or to be given misinformation by an ill-informed phone agent who assumes that hotels are always right?
When a guest perceives a failure, the guest should be taken seriously. Obviously, there are times when a guest is wrong, which means politely correcting the guest's misunderstanding. But when it's a failure by the hotel, the guest deserves an apology and thanks, and the situation should be promptly corrected with Guest Services escalating to hotel management.