Platinum arrival gift [Merged threads]
Jun 3, 2017, 1:51 pm
#2836
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,114
Jun 3, 2017, 1:53 pm
#2837
Join Date: May 2017
Location: Mauritius
Programs: KF Gold, *G, Hilton Diamond, Discovery Titanium
Posts: 133
Jun 3, 2017, 3:32 pm
#2838
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Unfortunately all the guarantees require you to settle up BEFORE you check out. Since the points won't post until after you leave, no penalty for the property. You can post a negative review here and on Trip Advisor. TA may get a response from the property. I doubt many of them read, let alone know about FT.
Jun 3, 2017, 4:07 pm
#2839
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Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,114
Cheers.
Jun 4, 2017, 1:16 pm
#2840
Join Date: Mar 2001
Location: Ann Arbor, Michigan USA
Programs: Marriott lifetime Titanium, Delta Platinum
Posts: 5,472
Jun 11, 2017, 10:06 am
#2841
Join Date: Jan 2000
Location: Baltimore/Washington, USA
Programs: AA LT Platinum, Hilton LT Diamond, Marriott Titanium
Posts: 3,076
The GM responded to my TA review. See below. What perplexes me is that they keep tying things together. Yes, they upgraded me AFTER I asked. They clearly felt that I was not deserving of an Amenity GUARANTEE because of the upgrade and looked for excuses to get out of it.
What the GM forgets to mention is that everything was supposed to be resolved the evening before and MR customer relations spoke with Michael, the night manager. CR insisted that Michael was on board and they spoke to him and brought him up to date on what the guarantee was all about and Delta IS included. The very kind CR agent said that they will pay out the $100 with no questions asked as it is now documented that Michael understands now.
Michael took it upon himself to not say a single word about the conversation with CR to the MOD on duty they following morning (Jay).
Like I said, I had to rehash the entire events of the prior evening the following morning as Jay insisted he knew nothing about things being ironed out the prior evening with Michael.
As you all read, they finally paid out the $100 after another hour of back and forth with MR CR. But with no apologies.
I called Michael the following evening to ask why he did not bother to tell the management team of his dialogue with customer relations the previous night.
His response was "nothing was agreed upon". No apologies from Michael or Jay. Just the eventual payout of the guarantee after hours of back and forth.
What is the point of a guarantee if you have to go through all this red tape and more important..... arguing with no remorse or apology at the time of the stay?
What the GM forgets to mention is that everything was supposed to be resolved the evening before and MR customer relations spoke with Michael, the night manager. CR insisted that Michael was on board and they spoke to him and brought him up to date on what the guarantee was all about and Delta IS included. The very kind CR agent said that they will pay out the $100 with no questions asked as it is now documented that Michael understands now.
Michael took it upon himself to not say a single word about the conversation with CR to the MOD on duty they following morning (Jay).
Like I said, I had to rehash the entire events of the prior evening the following morning as Jay insisted he knew nothing about things being ironed out the prior evening with Michael.
As you all read, they finally paid out the $100 after another hour of back and forth with MR CR. But with no apologies.
I called Michael the following evening to ask why he did not bother to tell the management team of his dialogue with customer relations the previous night.
His response was "nothing was agreed upon". No apologies from Michael or Jay. Just the eventual payout of the guarantee after hours of back and forth.
What is the point of a guarantee if you have to go through all this red tape and more important..... arguing with no remorse or apology at the time of the stay?
Dear Valued Guest,
Thank you for your recent visit with us, the newest Delta hotel to be launched. (We are expecting our official signage to be installed shortly). We are most sorry for any confusion regarding your benefits. In conversation with our Marriott Customer Care partners, we feel that the upgrade you received and the receipt of the compensation you sought were appropriate. Both our management team here as well as Marriott Customer Care are fully committed to ensuring posted benefits and promotions are always forthcoming to our valued Elite members when they apply. We will most certainly review your comments with our entire management team in an constructive effort on how to better handle situations such as this for the future.
Best Regards,
Martin A. Svigir
General Manager
Thank you for your recent visit with us, the newest Delta hotel to be launched. (We are expecting our official signage to be installed shortly). We are most sorry for any confusion regarding your benefits. In conversation with our Marriott Customer Care partners, we feel that the upgrade you received and the receipt of the compensation you sought were appropriate. Both our management team here as well as Marriott Customer Care are fully committed to ensuring posted benefits and promotions are always forthcoming to our valued Elite members when they apply. We will most certainly review your comments with our entire management team in an constructive effort on how to better handle situations such as this for the future.
Best Regards,
Martin A. Svigir
General Manager
Jun 11, 2017, 11:02 am
#2842
Join Date: May 2017
Location: Mauritius
Programs: KF Gold, *G, Hilton Diamond, Discovery Titanium
Posts: 133
So I contacted the hotel and got the points for my stay posted. However, no sights of the points for the PAG, what' the best way to proceed?
Jun 11, 2017, 11:18 am
#2843
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Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,114
Jun 14, 2017, 9:40 pm
#2844
Join Date: Jan 2000
Location: Baltimore/Washington, USA
Programs: AA LT Platinum, Hilton LT Diamond, Marriott Titanium
Posts: 3,076
After bringing corporate offices in Bethesda, MD into the loop yesterday, I received the below apology from the Delta property regarding their participation in the Marriott Elite benefits:
Dear xxxxx,
As our epic phone “tag” has become regrettably protracted, I thought
I would take the opportunity to reach out to you on behalf of all parties:
our team here at the Delta Hunt Valley, the Customer Care specialists we
have partnered with, the offices of Mr. Marriott and indeed myself and
to offer the most sincerer apology for the entire episode which transpired
during your stay. Clearly, as one of the newest Delta properties, our staff is
continuing to learn and be trained in Delta and Marriott practices which we are
determined to uphold at all times. What also has been learned is that our
communication with our Customer Care partners must also improve and
we will work with them toward that goal. We certainly acknowledge
our participation in the program you referenced and once again apologize
for the confusion surrounding what appears to be an honest miscommunication
of that participation initially to our staff.
Once again, thank you for your long support of Marriott and hopefully, we
shall be able to speak personally at some point this week.
Best regards,
As our epic phone “tag” has become regrettably protracted, I thought
I would take the opportunity to reach out to you on behalf of all parties:
our team here at the Delta Hunt Valley, the Customer Care specialists we
have partnered with, the offices of Mr. Marriott and indeed myself and
to offer the most sincerer apology for the entire episode which transpired
during your stay. Clearly, as one of the newest Delta properties, our staff is
continuing to learn and be trained in Delta and Marriott practices which we are
determined to uphold at all times. What also has been learned is that our
communication with our Customer Care partners must also improve and
we will work with them toward that goal. We certainly acknowledge
our participation in the program you referenced and once again apologize
for the confusion surrounding what appears to be an honest miscommunication
of that participation initially to our staff.
Once again, thank you for your long support of Marriott and hopefully, we
shall be able to speak personally at some point this week.
Best regards,
Last edited by bdschobel; Jun 15, 2017 at 8:14 am Reason: Removed name of employee
Jun 15, 2017, 6:55 am
#2845
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
So was that it for their service recovery? I'm not saying it should be a money grab opportunity, but something more than an email is appropriate.
Jun 15, 2017, 10:59 am
#2846
Join Date: Jan 2000
Location: Baltimore/Washington, USA
Programs: AA LT Platinum, Hilton LT Diamond, Marriott Titanium
Posts: 3,076
I say that as I was unhappy with inconsistent responses from the Salt Lake City Customer Relations team. Which is why I finally decided to escalate to corporate in Bethesda due to the unprofessional responses. Of course, Bethesda knew that the property was in the wrong and finally got them to admit/apologize for the treatment.
Jun 16, 2017, 2:14 am
#2847
Suspended
Join Date: Nov 2010
Location: Paris, Chicago, Rome, London, St John
Programs: DeltaPrivateJet, Ritz PP, Delta 4 million miler - Flying Colonel; AA Exec Plat (3 million + USAir)
Posts: 796
As a lifetime platinum, it is amazing to me what people "are owed". This board should be attached to the Delta "DYKWIA"
Jun 16, 2017, 8:59 am
#2848
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Programs: UALifetimePremierGold, Marriott LifetimeTitanium
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Jun 16, 2017, 9:58 am
#2849
Suspended
Join Date: Nov 2010
Location: Paris, Chicago, Rome, London, St John
Programs: DeltaPrivateJet, Ritz PP, Delta 4 million miler - Flying Colonel; AA Exec Plat (3 million + USAir)
Posts: 796
"lied"
Obviously there was not a lie - only a lack of knowledge.
Sounds like the writer was "rude" to them telling them they did not know what they were doing and trying to get something for nothing
Obviously there was not a lie - only a lack of knowledge.
Sounds like the writer was "rude" to them telling them they did not know what they were doing and trying to get something for nothing
Jun 16, 2017, 10:10 am
#2850
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,700
A major hotel shouldn't merger/get acquired with a huge chain then send its front line employees out without a clue how to operate the basics. A huge fail on management to ignore implementing the changes and likely lying and weasling when someone called them out when they bluffed about what should be very common knowledge.