Originally Posted by
mrkymark
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.
Why does it take an arm and leg just to get the points we are supposed to get?
I think it's crazy that we need to have a checklist to make sure the room is ok before we settle in. Now we have to think about whether a charge is eligible for points, and to ask a hotel before we consider eating in a hotel? I know some would say - don't count on the points.
Parking charges don't earn points - no wonder more and more rural hotels are starting to charge for parking. I used to not pay so much attention to that but now I check the parking charge before making a booking.