Marriott Bonvoy Lurker II

Hi RichardMannion,

We would like to help check if this reservation was booked under a qualifying rate and if you were credited correctly. Please provide a copy of your hotel folio to the email address below.

[email protected]

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

EuropeanPete

That just looks like a rogue customer service agent. Luckily the lurker here is going to look into it, but in general you have to be ready for a large number of wrong answers when you reach out to Marriott - I suggest trying to find non-US phone lines and using different channels of communication if you're getting stuck.

GoldenItalianBoy

I'll check out on 24th Feb, so I'll let you know

Kacee

Unfortunately, sounds like normal Marriott cs to me. Wrong and unhelpful.

GoldenItalianBoy

I am very happy to confirm that base points, bonus points and Weekend Promo points of Marriott Bonvoy have been correctly posted just one day after check out!
Remember that my reservation was made by Amex The Hotel Collection, paid at the hotel on check out, with Amex Plat and my Bonvoy number was added manually by Amex clerk prior to stay.
Good news!

kenying

I had a recent stay at the Ritz Carlton property booked under the Amex Fine Hotels and Resorts rate. I can confirm that I did not receive any Bonvoy Points for the base room rate. (I did get stay credit and points for my spend on meals and drinks...and even the current 2500 points/stay promotion).

I'll submit a missing points request when the window opens and report back. Fingers crossed!

MSPeconomist

Was this a prepaid FHR rate? Did you book in online or by calling PTS/CTS?

kenying

No. It was not pre-paid. The full charge including room rate was on the final folio and charged to Amex card. I booked it online through amextravel.com.

anteater

Do the points normally credit for you? I usually don’t book FHR but am considering utilizing it more often for guaranteed benefits given the unofficial benefit suspension by Marriott.

cmd320

Nights and points always post for me. I never use pay in advance and always make sure my titanium number is applied at check in.

kenying

It did in the past. [Here's where I think I went wrong - for everyone's benefit]

1) First, I did not read this thread in full before booking and staying (i know, I know, its my own fault)

2) Previously, if you logged into your Amex Platinum account online, you could navigate to "Travel Benefits > Fine Hotel and Resorts", you will be taken to a unique website (can't recall the URL) where you could only search for and book FHR properties. In the past when I did this, I always got full stay and points credit. Per a response up-thread, clicking through from your account page now redirects you to amextravel.com. And you will not receive points when booked through amextravel.com.

3) It appears if you call Platinum Travel Services to book the FHR reservation, you may get full points for the room rate - I can't confirm personally, but maybe others can chime in.

Here's my general beef and observations with the whole situation:

• It really shouldn't be this difficult, and regular travelers shouldn't need to navigate through so much red tape to get a hotel booking and receive their benefits and points.
• I hate calling to book anything and to require I do that is quite backwards...what year are we in? 1995?
• As a Titanium Bonvoy member, I get way more recognition and benefits booking a FHR rate than a Standard rate any all Marriott Properties. (Which in itself speaks to the state of the Bonvoy program). I love the FHR program, but its frankly getting too difficult to use with Marriott or the other chains.
• I'm going to consider more independent properties or other chains when booking leisure travel through FHR. I don't need status to get the benefits, so why stay loyal?

ao40

No, booking via amextravel.com does not always make a difference, the key thing is the rate type. Amextravel.com is the main route for booking FHR.

Appreciate this is different than the message from the lurker above, but clearly others experience are different (including my own from the past weekend).

kenying

Well then...I'm completely confused. I definitely booked the FHR rate (through amextravel.com) and received all of the benefits associated with the FHR rate, including a letter that begins with: "We are pleased to welcome you as a guest of the American Express FINE HOTELS & RESORTS program".

I based my observation from the following that was posted by a Marriott representative on this thread:

ao40

I just edited my post to try to be more precise, as it is confusing and different than what the lurker posted previously.

cmd320

I believe the lurker was misinformed on that.