Originally Posted by
RAPC
Haven't had to deal with CS since the end of Starwood, but my recent experiences have been poor to say the least.
I'm currently trying to have the 4,000 bonus points from a stay last month credit. The stay itself credited, but the bonus 4,000 points as part of the rate didn't. A couple of calls to CS had both agents insisting that this was a property issue and that I would have to contact them myself. They both refused to get involved and said that they couldn't. I did speak to the property in question, who laughed when I told them as they apparently have had a number of customers sent in their direction by CS. It wasn't something that the property could sort, so back to CS. 3rd call got a similar response, with the agent refusing to help and unwilling to escalate. I was told bluntly that the property was wrong and that again, *I* would need to speak to them. I pushed them further and the agent finally told me to submit a missing stay claim via the web form. Currently at over 1 week and counting, waiting for a response.
This would have been a simple thing to sort in the past, so things have definitely taken a big step back. I feel for anyone with more complex issues that need assistance, because if they get the same teams that I have been getting, then they have zero chance of getting any help.
I have dealt with this issue several times in the past. Every single time, it was the hotel's issue. Basically, the bonus points included in the room rate were supposed to be issued by the hotel, and the hotel either hadn't gotten around to issuing those points yet, or pretended like they didn't understand what was going on. Some hotels only issue bonus points once or twice a month in batch, and they aren't willing to make exceptions to that.
So I don't bother to call Marriott customer service for this anymore. I deal directly with the hotel on these matters. If one person at the hotel gives me the run around, then I talk with someone else. But more often than not, several people have been calling the hotel asking where their bonus points are. So the person answering the phone at the front desk knows exactly what I am referring to. Sometimes, I do end up talking to a manager about it.
Hope it works out for you.
Edited to add: This has probably happened to me at least 15 - 20 times. Again, every time, it ended up being the hotel's issue. Chasing after bonus points as part of the room rate, or for declining maid service is a big pain!