Originally Posted by
mrkymark
So what is the current word on Marriott giving points for Spa services done at a Marriott with a Spa owned and operated by the hotel?
- basically none of my points from F&B nor spa posted for a stay. Shows up on my account but incidentals never posted. Agent says yup we see you stayed there but no access to receipts. Placed on hold multiple times.
- asked to upload my own receipts, email, back and forth, blah blah
- after receipt uploaded they credited the F&B, (as a courtesy?) but denied the Spa charges.
Seems to be from the thread, spa charges are generally credited if operated/managed by the hotel but are not exclusively excluded nor included in the T&C's. So where does that leave the customer? Why is it semi-vague?
Been said here before but even just for the F&B, why is it that you have to go chasing points on your own? No apologies, no promises to do better. Ugh
Just as an update...
Round 1
F&B charges approved - gratuity was baked into the line item charge, so included.
Spa charges specifically rejected.
No mention of Spa mandatory service fee but also not credited.
Destination fee specifically rejected
Round 2
Asked for spa charges to added, spa managed and owned by property.
Response: we see that we have already credited you points (F&B). Basically useless.
Round 3
Filed BBB complaint as the back and forth was getting nowhere. I really only asked for the spa charges to be added.
Response was fast and unexpected got a really nice lady too from Corporate Liason.
- My spa product points were finally added (massages). Clarified: Spa managed by property and charged to the folio - charges earn points: mandatory. If managed by a 3rd party: Discretionary.
- Spa service charges (when separately itemized) were not awarded points in line with taxes and surcharges on non all inclusive bookings.
- F&B charges to folio if includes gratuity and just one line item: points awarded even for the gratuity/tax etc. If separated and separate line item for tips/taxes: no points, only points of food line item.
- Destination fees/ Resorts fees EARN points but ONLY "when internet is included in the fee" otherwise no points.
- Parking, in line with T&C's, does not earn points.
I had the lady pull up my past bookings too and she fixed all of them, there was an error on each one, nothing made sense until she applied her rules, the ones above. Basically hotels mess up the points they give you, the front line agents act as insurance adjusters and say no before you ask, you as the guest get tired of chasing your points, and just take it.
It all makes sense now. Hope this helps someone out as I couldn't find a thread to date with these clarifications.