Originally Posted by
ac/elite
I'm running into this problem with a Luxury Collection property which, under section 3.2.n of the terms and conditions of the Bonvoy program, has no right to hold back standard rooms from point redemption. I'm looking at a 5 night award. The lowest room category is available for sale for all 5 nights, but it is only offering it available on points for the last 3 nights. It wants $499 for the first two nights for that room. My ambassador is on medical leave and of course they haven't bothered to assign a replacement. So, I called the general ambassador line 24 hours ago. That ambassador tried to contact the hotel, but they told him that the revenue manager was busy and would get back to him. He told me he'd call me back. He didn't. So I tried calling the ambassador line again just now and the ambassador I talked to this time tried calling the hotel and was told that there were no managers on duty. She looked in the notes and they show that the first ambassador is still waiting to hear back from the hotel. So, it seems pretty obvious that the hotel is avoiding speaking to them. I'm a Lifetime Titanium Elite and I'm so frustrated with this new program I'm just about ready to throw in the towel and just move my business elsewhere.
Just an update on this. The initial ambassador I spoke to eventually did call me back and he was actually very helpful and seemed to try his best. He spoke to management at the hotel and pointed out that they were not permitted to withhold standard rooms from the reward pool under section 3.2.n, but it seems that they didn't care and did not agree to make rooms available. That ambassador has now elevated this issue to a special ambassador desk that handles problems. I'm told that I'll hear back from them within 72 hours. Since the hotel is flagrantly ignoring the terms of Bonvoy and have been given and declined the opportunity to abide by the rules, I see no reason to protect their identity any longer. The hotel in question is The Gwen in Chicago, a member of the Luxury Collection.