In my 4 years, I had claimed my platinum amentiy about 3-4 times. I definitely understand about the 500 points not posting properly. One of the hotels I visit on a somewhat regular basis posted my points less than 50% of the time. I called Marriott rewards and asked to speak to a supervisor. Below is an email I received from the hotel's manager regarding the situation. It's good to see that we really can make a difference.
Mr. Psychephylax,
Thank you for taking the time to voice your concerns regarding your stays at the X Marriott. I sincerely apologize for the lack of service that you received. I understand how frustrating it can be when the basic service that one relies upon is not met. Here at the X Marriott, we strive to give you, our valued guest, the best product and service available and take great pride in our customer's satisfaction.
I have addressed these issues that you raised with our operations staff and Marriott Rewards. Your experience was the major topic of our daily stand up meeting. We strive to offer the best in service and facilities and thanks to good customers like you, who let us know when they experience a problem; we are able to continually make improvements.
Mr. Psychephylax, I would also like to apologize for the length of time for a reply. I would like to thank you for your patience and understanding and do not hesitate to contact me if I can be of any assistance to you, I would love the opportunity to win back your loyalty. I would like to offer you a $100 bonus buck coupon that may be used toward a future 2 night stay at a Marriott property and 5,000 extra Marriott rewards points for the inconveniences that you experienced while inquiring about our hotel. I hope you have a wonderful day and continue to choose Marriott for all your lodging needs.
Sincerely,
James H
Front Desk/Guest Relations Manager