Book a property on the 19th of Feb...booking for two nights to enjoy the double night credits. Stays is 13th till 15th March. On 10th March, I cannot see the booking on my online system, so I send a message to CS. They reply it must be an IT bug, please provide your booking reference and Platinum number at check-in. Find the situation weird, so do a little homework to check what is going on. Property "deflag" on the 1st March. I call the property, speak to management and they tell me not to worry, they will take care of me. Closest Marriott property is 2 hours drive. I send a new message to
[email protected] do understand your frustration, please keep the invoice and send it to us after your stay.
The property did great...welcome amenity, upgrade...actually a first stay and very sad they are leaving Marriott. They did great so this is why I'm not going to name them.
So now back to CS from Marriott. I told them...my point is not that you deflag...it is the fact that they knew about it since January. Been confirmed this by hotel management, and they never put a warning....or bother to let me know. and they are not even sorry about this!
I asked for my 2x2 nights credits and the points...should be just only 5k! I'm Lifetime Platinum but don't mind to get to Titanium before August. I have tons of emails with them, up to the "deflag team". Lurkers did their best to help and forward queries...but they have not too much power in that regard sadly.
Less than a week ago...now they are claiming there was a warning from 4th February. I asked them to prove it to me...I can read and would have never booked a property with this warning. I sent them the email from CS showing the history. Guess I will wait long time for another email from them.
So Marriott has one more time turn into the business of bad faith, dishonest and misleading. Going to go around sharing this story as after over 6 weeks...they clearly won't do anything. How is that for customer service! I've been Bonvoy too!
Funny, writing this from a Sheraton. Spoke to the GM 15 minutes ago who told me. Marriott don't bring them any business....they put so much pressure on them...and if they want to deflag them...let's go for it! So I'm not alone not having a great opinion of Marriott....my new second choice!