Originally Posted by
jerrychuang
I think you are implying this is exactly how Marriott frequent traveler program is supposed to operate and indeed, how paying customers should be treated in the hotel industry at the present time.
Let me provide a little context to a potential assumption that I am just whining over some attitude issues and unwilling to take the points: The electricity, water and heat supply went off more than three times in a place where the weather is subzero. The bathroom taps and other stuffs spontaneously fell off. Any consumer would opt for a refund. If I am taking my business elsewhere, why would I want any useless Marriott points?
Your problem is with the hotel and its management. Your mistake is assuming that Marriott corporate cares much about what individual hotels do - or that they will take your side in any dispute. You should have maintained communication with the hotel throughout.
Perhaps you need to adjust your understanding about how the hotel industry operates these days. Guests, even those with elite status, are simply a product fed to hotel owners in exchange for franchise fees. Marriott will not force any hotel to give you your money back. They can, however, give you points as compensation.
Power outages are a sad fact of life in a country such as Argentina. Access to US dollars is also heavily restricted. I can't see how an individual hotel can be responsible for solving both country-wide problems to your satisfaction.
But as somebody else mentioned, perhaps your credit card company will be more sympathetic.