I'm dealing with a client service issue (still somewhat unresolved) from a recent stay and I think I should email the GM. I'd appreciate thoughts as to whether it's the best course of action - as well as what compensation I should ask for.

Here's the course of events:

-- May 21st - check into property for 4 night stay. Staying on a special rate that included free parking. Conversation between me and the front desk clerk: "I have a rate that includes free parking." "Oh, I don't think it does." Goes to back office, comes back a few minutes later, "Oh, my mistake, you do get free parking."

-- May 25th - check out. I get two bills under the door. One is for the room (correct). The other is a separate bill - with a parking charge. Furious, I ask for manager on duty at the front desk. They get the Assistant Front Desk Manager. He tells me that I shouldn't have gotten the second bill, but that it is printed so that the accounting department can deal with the parking charges. I ask him why the parking bill says it will be settled to my Visa card. He says that he can't give me an explanation for that, but assures me that it won't hit my credit card. He takes the bill and gives me his business card. At this time, I also brought up another issue. The rate I stayed on (I've stayed on this rate several times) for some reason gives me an incorrect number of Marriott Rewards points. Another Front Desk Mgr. looked into it, and said it couldn't be fixed. Each time I've stayed there, they've done a MR points adjustment of 5,000 points (approximately 1,500 for the error - and the additional for the inconvenience of having to go to the front desk to deal with it every time). I've put up with this because I've always gotten extra points out of the deal. I explained this to the guy, and says, no problem, I'll take care of that too.

-- May 27th. Parking charge hits credit card, despite the manager' promise that it wouldn't.

-- May 30th. I leave voicemail for manager explaining that I was charged for parking and that I haven't seen MR points adjustment either. He calls back, says that he will take care of parking and that MR points adjustment can take 10 days. My expectation (which I think was reasonable) was that at this point the credit to my credit card should have been dealt with that day.

-- June 8th. I call again. Still no credit and no MR points.

-- June 9th. He calls back, leaves message that he will follow-up on both issues.

-- June 16th. Still nothing. I call again, and I leave a message that if both matters aren't dealt with in a few days, I will elevate issue to a higher level of management at the property. He calls back, leaves message that credit has been processed; will follow up with MR.

-- June 19th. Credit hits for parking. Still no MR adjustment.

So here's where I'm at. I think that it's ridiculous that 1) I was charged for parking after the front desk clerk confirmed that I was supposed to get free parking; 2) that I had to call this guy 3 times and that it took 3 1/2 weeks to get the charges reversed; 3) that I still don't have my MR points.

I think that I should email the GM and tell him what happened. Round numbers, I'm thinking of asking for 10,000 points, to take care of 1) the points discrepancy; 2) the billing error; 3) the fact that I had to call 3 times; and 4) the fact that the points discrepancy hasn't been resolved. Does this seem reasonable?

Not that I am trying to "pull rank," but I am a plat and I shudder to think how a regular guest would be treated if I have had so much difficulty getting these things addressed. IMO, after assuring me that I wouldn't be charged for parking, he should've ensured that I was issued a credit immediately. Additionally, I've had hotels get points adjustments done in 1-2 days, so I don't buy the "10 business days" bit - and besides, it's been a lot longer than that.

Am I being unreasonable here? Does this warrant emailing the GM? Sorry for the long rant but I wanted to give everyone the full picture. Thanks in advance for your help!