Elite Benefits Guarantee contradiction from website & hotel for CY

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Sep 22, 2018, 11:07 am

#16

RogerD408

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

Quote:

Originally Posted by fumje

Thanks for this concise summary.

If a property does not honour the amenity guarantee (i.e. offered neither bonus points nor F&B credit), after check out what is the preferred channel for seeking recourse? Contact hotel or email marriottrewards@marriott?

After check out is too late. You must make formal request before you get checked out. Get with the highest level of management on site. Make note of names and discussions had. If they fail to honor the guarantee then escalate with MPG at the email address you have shown.

Sep 22, 2018, 8:02 pm

#17

alchemista

Original Poster

Join Date: Jul 2004

Posts: 611

Yeah, the manager gave me the $10 f&b voucher but I probably should have pressed for $50 cash since I wasn't offered the option. I was thrown off when the website didn't match what he pulled out the paper. Also, I didn't get the king I requested, but I booked early on the same day so technically wasn't entitled.

Sep 24, 2018, 4:31 pm

#18

genotonda

Join Date: Apr 2009

Location: MSP/DFW

Programs: Priority Club PLT, Marriott Titanium, AA EXP

Posts: 480

The other factor with the PLT arrival gift, is mobile check-in. If you utilize mobile check-in, you basically forfeit your ability to make a PLT arrival gift claim, due to the fact that part of the process is accepting the points. You can certainly change your option while at the hotel, but it protects them in the event that they do not ask you for your preference when you check-in.

KRSW likes this.

Oct 2, 2018, 11:11 am

#19

YOWzer

Join Date: Mar 2011

Location: YOW

Programs: AC SE, SPG Plat, FPC Plat, Marriott Plat, Hilton Diamond, Hyatt Diamond

Posts: 553

Semi-related, please let me know if this belongs in another thread.

Property failed to offer me my bed type as well as an arrival gift. Would compensation be for each (e.g. $200), or would it only be one compensation per stay? Property confirmed the latter, but I could not find it anywhere in the T&Cs.

Thanks in advance.

Oct 2, 2018, 12:24 pm

#20

mikeef

FlyerTalk Evangelist

Join Date: Aug 2001

Location: Finally back in Boston after escaping from New York

Posts: 13,644

Quote:

Originally Posted by Jon Maiman

That said, I tend to be lenient on claiming the compensation as long as the property makes the appropriate effort to recover and it has otherwise been a good stay. E.g. they are apologetic and post the platinum amenity immediately when reminded. The net result is I have never claimed the compensation though one or two properties gave it to me anyway (e.g. fully acknowledged their mistake including giving the compensation).

--Jon

This, a thousand times over. Everyone makes mistakes. If they are good to me otherwise, I let it go. If I have a lousy stay, however, I have no problem holding their feet to the fire.

Mike