Originally Posted by
Horace
In my opinion, the worst part of what
rubystone wrote at the top of this thread is this:
What an incompetent, poorly informed manager!
Every manager at Marriott's 7,000+ properties across 131 countries needs to be fully aware of the Ultimate Reservation Guarantee, all other
Marriott Bonvoy Elite Benefit Guarantees, and what compensation is due when a property fails to provide a guaranteed benefit to an Elite guest. The purpose of compensation is to be painful for hotels, thereby ensuring that published benefits are properly delivered.
Every front desk employee -- even the newest hire -- should be aware of the guarantees and compensation. It's an integral part of the job.
I think you're making a mistake here taking them at face value. It seems much more likely to me that they are completely aware of the guarantee and they simply know they can get away with violating it.
Occasionally they'll have a guest like OP that will continue escalating but most will just give up. They come out ahead.