Last week I was checking out of an AC hotel in Europe - perfect stay otherwise - and wished to pay by gift card. I had mentioned this upon check in and the night before checking out and was assured that it would not be a problem, just to be sure and check out when the manager is around.
Still, when it came time to check out, the manager had no real idea how to use one and demanded that I send her a copy via email, she said that she needed it for their accountant. I was reluctant to do so, as this stay came to approx 300 EUR and my giftcard was for $500 (anybody could print out the giftcard and cash in on the remaining balance) but she was adamant that she needed it.
Well, 30 minutes later she emailed me saying that she had received an error message, was reaching out to Marriott, and would keep me updated.
As my flight wasn't until 7:30 PM, I was hoping there would be some resolution, but when I went back to pick up my luggage around 5 PM, I was informed that they had had no success and could I please try using it next time.
It leaves a bad taste in my mouth to have to pay cash for a stay because the front desk management does not know how to process a giftcard.
This experience has dampened an otherwise exceptional stay - great Platinum recognition, great upgrade, great breakfast - and I do not fault the hotel, I feel as if they tried working with me and would have applied the gift card had it been possible. As a consumer, it is not my role to inform the staff to search online as to how to redeem a giftcard in their system.
In the taxi en route to the airport, I marked my giftcard as lost (as they now had a $500 giftcard sitting in their email) and am awaiting a replacement (also additional work/cost/time for Marriott/GIVEX, you'd think they'd care about this if nothing else).
I have several other stays in the coming months and $1500 in giftcards I'm having difficulty redeeming. Does anybody have any recommendations as to what I can do differently next time?
I'd be thrilled to discuss this with a Marriott Lurker if anybody is lurking...