Gagravarr

Just checked into an ex-SPG property in India, 4th of the trip. Immediately noticed the lack of question about my Platinum welcome amenity (all the other hotels were super good about it). Headed up to the room, waiting to be asked, nothing. Room was apparently non-smoking, but smelt like a cigar convention was still going on...

Down to reception, complained about both. New room almost immediately assigned. Pushed on lack of platinum welcome amenity choice. Blank looks. "Did you want points?". Pulled up guarantee on my phone, showed it to them. More blank looks. Manager summoned. "Did you want points? They'll post in a few days". Tried to explain. Showed website. "I'll need to check our policy". Point to the website, said "but that is your policy". Much debate. Lots of "do you want points? / I'd like me $100 dollars / that's not one of the choices, do you want points". Invited to take a seat for 2 minutes. That's 2 Indian minutes, by the way, good job I had a book...

Eventually the manager returned, having looked up the elite welcome guarantee policy. Seemed to be brand new to them! Large slug of points issued in lieu of the cash payment.

Overall, Indian Marriott hotels (ex-SPG and long-time-Marriott) have been really good on the platinum choice, way better on the whole than a lot of European properties I've tried lately, but boy when the mess up do they make it hard....

(Hotel's name not given to protect the guilty, but I'll edit it in if they mess up again on anything else!)

OUTraveling

I was at the Fairfield Inn at Indio (for a photoshoot) and got points and a free water.

samosa

lililolo

We are staying at the Courtyard Taipei and spouse is Titanium. When we checked-in, we were told 500 points would be deposited into account as welcome amenity.

So what is guaranteed platinum arrival gift? Or we do not get it since we are Titanium? Or welcome amenity and arrival gift is the same thing? But it was listed in 2 separate lines on the sheet handed to us earlier.

i am confuse, please advise,thanks.

ntamayo

They’re the same thing. Titaniums get 500 points and breakfast in the lounge.

Now, that’s not to say individual properties may go above and beyond to provide some fruit platter, etc in your room after you checkin. Asia properties are usually better than US properties in that regard.

CO-PLAT

I've noticed many properties have an actual card where you need to physically check a box indicating which arrival gift you chose. Either the front desk clerk will have you fill out the card or they will ask you and tick the appropriate box for you. I image this is in place to provide evidence that a choice was actually offered. I like it.

I only claimed the arrival gift compensation once (at the Breadsall Priory in England) and it took me three days (while on site) to get 45 pounds cash compensation. I never returned to that property.

spek

what about the process if those welcome gifts were not proposed?

Marriott Bonvoy Lurker

Hey spek! You would need to request payment of the compensation while still a guest at the hotel, prior to checking out. If you do not request payment prior to check out, compensation will not be given. Learn more here: bit.ly/2BGXlHA under Section 4.1.d.ii. in our Loyalty Program Terms & Conditions. I hope this helps!

yerffej201

Does the amenity guarantee apply ($100 USD) for stays that don't award elite credit like friends and family rates (for now) and OTA bookings?

spek

Thank you for your answer. Just to clarify - I have seen so many times that it was not given, status not recognized, and the manager is just covering the agent, not agreeing on payout. The request made, but no action. next?

Marriott Bonvoy Lurker II

Hi spek,

In that case, you may call customer service for assistance. We are also happy to assist if you contact us.

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

[email protected]

Marriott Bonvoy Lurker II

Hi yerffej201,

No, as per 4.1.c. Benefits of Elite membership apply to stays on Qualifying Rates (as described in Section 2.1.e.) and are reserved for Members only and apply solely to the one guest room in which the Elite Member stays.

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

[email protected]

Nazdoom

In my experience, most of the Courtyards in Asia changed their plat welcome gift policies during the August 2018 merger to make them more consistent (IMO, to save money). The ones I've visited since then no longer offer a choice of welcome gift; instead, you automatically get the points. Because of that they won't ever have to pay the plat gift guarantee, as there's no longer a choice to ask you to make.

It's a bit of a shame as I enjoyed the experience of comparing what different hotels offered and they made for nice Instagram photos, but it makes sense. Sometimes a Courtyard would offer you a full bottle of wine and cheese plate, while the twice-as-expensive JW down the street only provided a half-glass of wine.

Enginerd

I've stayed at about 15 CYs since January '19. If I stay more than 2 nights, I usually opt for the $10 daily credit and grab a handful of waters from the market and a candy bar for the front desk clerk.
If I go over a buck, big deal. I'm a big spender. ...

But on check out, the $10 credit rarely gets applied correctly.So I have to trundle down to the front desk and walk them through the exercise of applying the credit. Which takes time. Some forget to apply it at all, others may apply it for two nights of a four night stay, etc... it's all over the place. Really is getting aggravating.

Lately, when I get my bill the morning of departure and I see the botch job, I forward the bill to the GM of the property and ask him/her/it/questioning/corporate to fix it and send another.
I've been instructed to be sure to tell the front desk, upon charging items to my room , to help the staff and say " Please be sure to credit this toward my $10 daily credit." Which I do. And they still mess it up.
This happening to anyone else? Solutions ( other than take the points ) ? My ambassador says that it shouldn't be happening. That's not exactly consoling.

( note: I scanned this thread to the best of my ability and didn't see this particular issue addressed. If there are 50 posts on it, my apologies ) .

lifeisart

I’m at a hotel right now and wasn’t asked about the gift. (I’m a Titanium.) I feel like the policy puts a lot of burden on the guest, and the discussion feels super awkward. I have to speak to a GM tomorrow about this since the current manager doesn’t have authority to pay out the compensation.

For people who have been in this situation, any advice? (First time this has happened.)