Originally Posted by travelmad478

I booked a redemption night at the Residence Inn Neptune Gateway (NJ) back in December. Rolled up to the hotel today to check in and was greeted with a sign on the door saying “The hotel is closed.” I had never received any notice from Marriott about it—at that point I checked my Bonvoy account and saw that the reservation had been cancelled two weeks ago (not by me!), but from the app I’m not sure if they redeposited the points or not. I called Marriott and spoke to a fairly unhelpful agent who said “I’m very sorry for the inconvenience” but couldn’t do any more than “start a case” and tell me that I would get an email “from the property” in 3-5 business days. I am wondering how the property will send me an email when there’s no one working at the property anymore, so I assume I’m going to be back on the phone with Marriott next week. What can I/should I ask for as compensation for this ridiculousness?

Luckily for us, there was a Hampton Inn just down the road that could take us in, but I couldn’t wrangle the Amex-to-Hilton points transfer quickly enough to get it as a redemption and so ended up paying $193 + tax for the room. I want something substantial from Marriott.