Originally Posted by ATOBTTR

Incredibly frustrated with Marriott & Marriott Customer Service regarding a system glitch with the Annual Choice Benefits Right and Marriott treating it as a "too bad, so sad - sucks for you" situation despite the screw up being on their end.

About a week ago I went to select my choice benefit - the 5 Nightly Upgrade Awards (side note: this thread is not a rant about Nightly Upgrade Awards - I've had very good success with mine). At the step where you confirm your selection, it showed 5 Nightly Upgrade Awards. Then on the final confirmation page, it showed 5 Nightly Award Upgrades as my selected benefit and told me my Nightly Upgrade Awards would deposit to my account within 3 days (I did receive a confirmation email but admittedly didn't open it; just marked it as "read" and archived it). A few days later I'm in my Bonvoy Account and notice that my Nightly Upgrade Award balance is the same (that it hadn't increased by 5). I go check my confirmation email and it shows my choice benefit as the $100 donation on my behalf to UNICEF.

I call Marriott Customer service and explain that I received a different choice benefit than the one I selected. They open a case. I receive a reply within 24 hours telling me "Kindly take note that all Annual Choice Benefit selections are final and cannot be changed after the selection is made. For your future reference, you may refer to the following link below regarding Annual Choice Benefit" with a link to the T&C. I replied back to that email asking the case to be reopened because what I received as my selection was not my selection and did not receive any response and this morning (about half an hour after making this post) I did receive an email response again telling me similar and the response added “the system specifically prompts you to re-confirm it in order to prevent these types of errors” and also told I should make the selection on a PC or Laptop rather than via the app. I again replied and stated the prompt and confirmation page showed the correct selection yet this point continues to be ignored in all of the responses.

I called Customer Service again. This time the agent was not helpful and just told me it'd be pointless to open another case because they'd say the same thing.

I contacted Customer Service through the website, again detailing the above situation that I received something different than I selected. Response again received in less than 24 hours with a similar, yet IMO more insulting response of "I understand that you would like us to grant you an exception. For the integrity of the program, it is important we remain transparent, fair, and equitable to all our Members." Um, what integrity? What transparency? What is "fair and equitable" about me being stuck with your system glitch?

So again, I'm incredibly frustrated not only at the glitch but now more so at the complete lack of customer service or care on Marriott's end and am sharing this to a broader Marriott audience and to make other Bonvoy Members aware, particularly those who haven't made their selection yet. First, screenshot your choice benefit as you work through the process. Apparently I need to do that going forward and recommend others do it too. Second, if you're going to select Nightly Upgrade Awards, it may be best to just take no action and let your selection default to this selection because had I just done that, I'd have Nightly Upgrade Awards depositing in the near future. Third, has anyone else experienced similar and if so, did you get any sort of positive resolution?

Additionally, any other recommended points of contact at Marriott to reach out to beyond the standard customer service desk which is just providing canned responses, not offering viable solutions, and clearly aren't even reading or understanding the issue?