I wanted to share a frustrating experience I recently had with Marriott, hoping it might help others. I have been a loyal Marriott Bonvoy member for over 10 years and have generally had positive experiences. However, a recent issue has left me quite disappointed.
I had a non-refundable 3-night stay booked at Fairfield Tustin from August 10-13. Due to a flight cancellation, I arrived at the hotel on the 11th and checked out on the 13th. A few days later, I received the folio for my stay, which inaccurately reflected a check-in date of the 11th and a check-out date of the 14th.
I have made numerous attempts to correct this through various Marriott customer service channels, providing many proofs including flight receipts and boarding passes showing I left Orange County on the 13th. However, I have been unable to get the folio corrected to reflect the actual dates of my stay.
This issue is particularly concerning because the incorrect folio dates have prevented my subsequent stay at the Courtyard Redwood City from June 13-16 from being posted to my account, as Marriott claims the stays overlap. While I have accepted 25,000 points as a gesture of goodwill for the 2 elite nights I lost, the experience was extremely stressful and felt unfair.
Facts: 1- I proofed flight cancelation on the 10th, 2- I have a boarding pass for my trip out of Santa Ana on the 13th. 3- check-in at the courtyard redwood city on the 13th.
Does it ake sence?