Elite Benefits Guarantee contradiction from website & hotel for CY
#1
Original Poster
Join Date: Jul 2004
Posts: 611
Elite Benefits Guarantee contradiction from website & hotel for CY
According to the online Elite Benefits Guarantee website: https://www.marriott.com/marriott-re...s/guarantee.mi
Courtyards in the US are supposed to give you 400 points AND a f&b amenity, or customers get $50 compensation.
At check-in, I wasn't offered anything, so in the morning I requested compensation. The manager told me that it was 500 points OR f&b voucher. He handed me a printout showing that was the case for Courtyards. I showed him the website and he didn't care.
So which is it? The website or the hotel printout? With the contradiction, it seems that if either of them were not met, then the guarantee should apply.
Courtyards in the US are supposed to give you 400 points AND a f&b amenity, or customers get $50 compensation.
At check-in, I wasn't offered anything, so in the morning I requested compensation. The manager told me that it was 500 points OR f&b voucher. He handed me a printout showing that was the case for Courtyards. I showed him the website and he didn't care.
So which is it? The website or the hotel printout? With the contradiction, it seems that if either of them were not met, then the guarantee should apply.
#2
Join Date: Mar 2001
Location: Ann Arbor, Michigan USA
Programs: Marriott lifetime Titanium, Delta Platinum
Posts: 5,472
Manager is being cute. He's showing you what you are supposed to be offered at checkin. You're showing him the guarantee and what you get if the property fails to offer you your choice at checkin. Since you say nothing was offered at checkin, the guarantee applies and you get compensation as set forth in the guarantee. Remember, you must claim before leaving property.
#3
Original Poster
Join Date: Jul 2004
Posts: 611
Manager is being cute. He's showing you what you are supposed to be offered at checkin. You're showing him the guarantee and what you get if the property fails to offer you your choice at checkin. Since you say nothing was offered at checkin, the guarantee applies and you get compensation as set forth in the guarantee. Remember, you must claim before leaving property.
#4
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
The only ones that can answer this question would be MPG, we only have observations or opinion. But from what you've stated is they offered neither so no question the guarantee should kick in. Again, you may need to have MPG step in on your behalf.
#5
Join Date: Nov 1999
Location: MEX/YVR/YYF
Programs: AS MVP/AC75K/AM Gold/UA*S/SPG-Marriott Lifetime Titanium/Accor-FPC Gold/HHDiamond/Hyatt Exp
Posts: 5,035
I have invoked this twice now due to property incompetence.
The Marriott Mexico City Reforma (awful property, with terrible management team) and the Sheraton Sao Paulo WTC (a borderline dump).
Somehow I still don't think these Amenity issues will ever be solved at these 2 properties.
The claim does not have to be done before departure from the property, both were done post-stay in my case.
The Marriott Mexico City Reforma (awful property, with terrible management team) and the Sheraton Sao Paulo WTC (a borderline dump).
Somehow I still don't think these Amenity issues will ever be solved at these 2 properties.
The claim does not have to be done before departure from the property, both were done post-stay in my case.
#6
Original Poster
Join Date: Jul 2004
Posts: 611
I have invoked this twice now due to property incompetence.
The Marriott Mexico City Reforma (awful property, with terrible management team) and the Sheraton Sao Paulo WTC (a borderline dump).
Somehow I still don't think these Amenity issues will ever be solved at these 2 properties.
The claim does not have to be done before departure from the property, both were done post-stay in my case.
The Marriott Mexico City Reforma (awful property, with terrible management team) and the Sheraton Sao Paulo WTC (a borderline dump).
Somehow I still don't think these Amenity issues will ever be solved at these 2 properties.
The claim does not have to be done before departure from the property, both were done post-stay in my case.
#7
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
#8
Join Date: Jul 2017
Posts: 41
Over a month in and this is another area where IT hasn't updated this part of the website.
8/18 did change Courtyard from points & market item to points or $10 food credit but multiple areas of marriott.com still show the previous plat arrival gift
Hotels should still honor what is publicly shown on the website IMO but I have not had much luck myself.
This is the paper that hotels were sent for the new arrival gift terms
https://members.marriott.com/wp-cont...ift_Final2.pdf
8/18 did change Courtyard from points & market item to points or $10 food credit but multiple areas of marriott.com still show the previous plat arrival gift
Hotels should still honor what is publicly shown on the website IMO but I have not had much luck myself.
This is the paper that hotels were sent for the new arrival gift terms
https://members.marriott.com/wp-cont...ift_Final2.pdf
#9
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 31,005
It sounds like both of them were not met, so a moot point regarding your specific discussion with the manager for this stay.
#10
Join Date: Nov 2009
Location: BOS
Programs: UA 1K/1MM, DL PM/1MM, Marriott Amb/LT Titanium, HHonors Diamond, Priority Club Platinum, Hyatt Disc
Posts: 522
According to the online Elite Benefits Guarantee website: https://www.marriott.com/marriott-re...s/guarantee.mi
Courtyards in the US are supposed to give you 400 points AND a f&b amenity, or customers get $50 compensation.
At check-in, I wasn't offered anything, so in the morning I requested compensation. The manager told me that it was 500 points OR f&b voucher. He handed me a printout showing that was the case for Courtyards. I showed him the website and he didn't care.
So which is it? The website or the hotel printout? With the contradiction, it seems that if either of them were not met, then the guarantee should apply.
Courtyards in the US are supposed to give you 400 points AND a f&b amenity, or customers get $50 compensation.
At check-in, I wasn't offered anything, so in the morning I requested compensation. The manager told me that it was 500 points OR f&b voucher. He handed me a printout showing that was the case for Courtyards. I showed him the website and he didn't care.
So which is it? The website or the hotel printout? With the contradiction, it seems that if either of them were not met, then the guarantee should apply.
The new pages have "loyalty" in the URL. Clicking on the links in the latest marriott site, I can find this page: Search for "Platinum Elite Welcome Gift Choice" which is a little more than half way down the page.
#11
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,276
According to the online Elite Benefits Guarantee website: https://www.marriott.com/marriott-re...s/guarantee.mi
Courtyards in the US are supposed to give you 400 points AND a f&b amenity, or customers get $50 compensation.
At check-in, I wasn't offered anything, so in the morning I requested compensation. The manager told me that it was 500 points OR f&b voucher. He handed me a printout showing that was the case for Courtyards. I showed him the website and he didn't care.
So which is it? The website or the hotel printout? With the contradiction, it seems that if either of them were not met, then the guarantee should apply.
Courtyards in the US are supposed to give you 400 points AND a f&b amenity, or customers get $50 compensation.
At check-in, I wasn't offered anything, so in the morning I requested compensation. The manager told me that it was 500 points OR f&b voucher. He handed me a printout showing that was the case for Courtyards. I showed him the website and he didn't care.
So which is it? The website or the hotel printout? With the contradiction, it seems that if either of them were not met, then the guarantee should apply.
Beginning August 18, 2018, the Welcome Gift for Platinum Elite (and higher) members at AC Hotels and Courtyard (U.S & Canada) changed.
— Before August 18, 2018: 400 bonus points AND a Food or Beverage Amenity. At AC Hotels, the F & B Amenity tended to be a single &10 F & B credit per stay. At Courtyard, the F & B Amenity tended to be a single item from the market pantry, such as a bottle of iced tea or an ice cream bar.
— Beginning August 2018: 500 bonus points OR $10 F&B credit for member + 1 guest, daily. The new Welcome Gift is a big improvement, especially when it's a multi-night stay and/or there's second guest in the room.
#12
Join Date: Apr 2015
Location: Sweden
Programs: Marriott Platinum - LT Gold
Posts: 688
So if a hotel forgets to tell me about my welcome platinum amenity I get compensation if I claim it before check out. Will I still get the welcome amenity and compensation or can I only claim compensation? Doesn't say anything in the terms.
#13
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,315
On a semi-related note, I have had a few terrible stays. We all eventually do if you're on the road enough. However, for those stays the platinum welcome amenity was handled correctly, so even though I would have been tempted to push a claim for the amenity compensation from them, I didn't have grounds to do so. I still could push for compensation for the issue(s) regardless. In general, I only tend to do that very rarely as well. If the property doesn't offer up appropriate compensation when the issue is raised (and fix the issue when possible), I just vote with my wallet and don't go back to that property. Each to their own....
--Jon
#14
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
You are entitled to both. 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).
...
...
More Marriott wiggle room.
#15
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,460
The link you posted shows the benefits and guarantees before August 18, 2018. You probably found the obsolete page with Google, not with a link from the current Marriott.com website. Marriott should delete it.
Beginning August 18, 2018, the Welcome Gift for Platinum Elite (and higher) members at AC Hotels and Courtyard (U.S & Canada) changed.
— Before August 18, 2018: 400 bonus points AND a Food or Beverage Amenity. At AC Hotels, the F & B Amenity tended to be a single &10 F & B credit per stay. At Courtyard, the F & B Amenity tended to be a single item from the market pantry, such as a bottle of iced tea or an ice cream bar.
— Beginning August 2018: 500 bonus points OR $10 F&B credit for member + 1 guest, daily. The new Welcome Gift is a big improvement, especially when it's a multi-night stay and/or there's second guest in the room.
Beginning August 18, 2018, the Welcome Gift for Platinum Elite (and higher) members at AC Hotels and Courtyard (U.S & Canada) changed.
— Before August 18, 2018: 400 bonus points AND a Food or Beverage Amenity. At AC Hotels, the F & B Amenity tended to be a single &10 F & B credit per stay. At Courtyard, the F & B Amenity tended to be a single item from the market pantry, such as a bottle of iced tea or an ice cream bar.
— Beginning August 2018: 500 bonus points OR $10 F&B credit for member + 1 guest, daily. The new Welcome Gift is a big improvement, especially when it's a multi-night stay and/or there's second guest in the room.
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?