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Platinum Elite Weclome Gift at Renaissance Hotels

Platinum Elite Weclome Gift at Renaissance Hotels

Old Nov 29, 18, 4:20 pm
  #1  
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Platinum Elite Weclome Gift at Renaissance Hotels

How many points should a Platinum member receive when electing to receive points as a Platinum amenity gift at check in? I thought the answer was 1,000 (as that is what the T&Cs say online) but apparently I may be mistaken.

I only received 500 points at the Renaissance EWR and when I called Marriott to update this to 1,000 points (there were multiple stays impacted), the first representative stated that the Renaissance EWR only awards 500 points as some Renaissance are full service hotels and some are not, and that is why some Renaissance hotels have 500 vs. 1,000 points as the welcome amenity. I figured I will HUCA.

Second representative I spoke to said that hotel posted the welcome amenity correctly as I was due only 500 points. I told her I thought it should be 1,000 points per stay and she transferred me to the Rewards Department. I asked the Rewards Department representative how many points does a Platinum member earn when they select points as the welcome amenity gift and she asked me which hotel I was referring to. I told her the hotel and she proceeded to tell me the number of points in costs to redeem a free night. I told her I was asking about the Platinum Elite Welcome Gift choice where a member can select from a $10 F&B credit or points and she had no idea what I was talking about. She had never heard of such a perk and stated she would have to transfer me. So, she put me on hold for a couple of seconds and disconnected the call.

Am I mistaken (or incompetent) in thinking I should have received 1,000 points for the Platinum welcome amenity gift at the Renaissance EWR or are the agents just incompetent in their jobs?
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Old Nov 29, 18, 4:24 pm
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It's 1000 points for Platinums at Renaissance. There are no exceptions to this outlined in the T&C.
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Old Nov 29, 18, 4:31 pm
  #3  
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Originally Posted by nexusCFX View Post
It's 1000 points for Platinums at Renaissance. There are no exceptions to this outlined in the T&C.
It amazes me that two reps didn't understand it should be 1,000 points and the other rep did not know there was a Platinum Welcome Amenity offering...
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Old Nov 29, 18, 4:37 pm
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Originally Posted by mindrisa View Post
...when I called Marriott to update this to 1,000 points (there were multiple stays impacted), the first representative stated that the Renaissance EWR only awards 500 points as some Renaissance are full service hotels and some are not, and that is why some Renaissance hotels have 500 vs. 1,000 points as the welcome amenity....
WTH...????

Maybe there should be a thread for farcical things CSRs try to tell us. Unfortunately we cannot offer a prize for the most incredible statement because it would be unlikely any statement could top this one.

Are you sure you had not accidentally called Burger King instead of Marriott? Seems you were talking to the Home of the Whopper.
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Old Nov 29, 18, 4:39 pm
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T&C 4.3.c.iii All Rens including resorts are 1000 points. I'll be willing to bet that the hotel has been sending 500 pt bonuses since August.

I think I spoke with the rep who never heard of "welcome amenity points". She spent over thirty minutes constructing an investigative case. Never did get any welcome points.
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Old Nov 29, 18, 4:42 pm
  #6  
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I think a lesson to us all is to always have the T&Cís in front of us before calling and to always start by asking the front line reps if they have access to them (my guessing is the answer is frequently going to be no).

As others have noted, I am guilty of trying to take the T&Cís literally.
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Old Nov 29, 18, 4:46 pm
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The OP is Plat. Remember back in the olden days, like 2016, when we used to be routed to the Plat desk and get to speak to well trained, informed CS reps? I called every quarter asking for missing welcome points and never had a rep question what those were.
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Old Nov 29, 18, 5:15 pm
  #8  
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Originally Posted by CJKatl View Post
The OP is Plat. Remember back in the olden days, like 2016, when we used to be routed to the Plat desk and get to speak to well trained, informed CS reps? I called every quarter asking for missing welcome points and never had a rep question what those were.
When I called, the system recognized my phone number (and therefore my name) and the phone was answered very quickly. Not sure if it was the Platinum desk or not, but at this point, does it matter? Seems like customer service is all over the place!
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Old Nov 29, 18, 5:19 pm
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Originally Posted by mindrisa View Post
When I called, the system recognized my phone number (and therefore my name) and the phone was answered very quickly. Not sure if it was the Platinum desk or not, but at this point, does it matter? Seems like customer service is all over the place!
No, it does not make a difference, but the reps who used to answer the Plat line were seasoned, informed and sure enough of their answers to know when they needed to put us on hold to research an answer. It was rare anyone would complain about an answer given on the Plat line.
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Old Nov 29, 18, 5:27 pm
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Originally Posted by mindrisa View Post
How many points should a Platinum member receive when electing to receive points as a Platinum amenity gift at check in? I thought the answer was 1,000 (as that is what the T&Cs say online) but apparently I may be mistaken.
For stays at the Renaissance Hotels brand in the United States and Canada beginning before August 18, 2018, the "Guaranteed Platinum Arrival Gift" was "500 bonus points or $10 Food & Beverage credit."

For stays at the Renaissance Hotels brand in the United States, Canada or Europe, beginning on or after August 18, 2018, the "Platinum Elite Welcome Gift" is "1,000 Points per Stay or U.S. $10 food and beverage ("F&B") credit per Stay" if the property is a hotel ó or "1,000 Points per Stay or breakfast in restaurant per day of Stay for Member +1" is the property is a resort.
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Old Nov 29, 18, 5:45 pm
  #11  
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Another example of CSRs supporting the error so they won't have to do the research and get something fixed. Push back and escalate. Maybe MPG hasn't posted the new rules, but they should honor the existing rules... Oh, wait a minute this is Marriott, never mind.
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Old Nov 29, 18, 5:56 pm
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Originally Posted by EuropeanPete View Post
I think a lesson to us all is to always have the T&C’s in front of us before calling and to always start by asking the front line reps if they have access to them (my guessing is the answer is frequently going to be no).

As others have noted, I am guilty of trying to take the T&C’s literally.
I suffer from the same affliction. If receiving an explicit benefit described in the T&C's is a problem, imagine how much fun it would be debating the definition of a standard suite with the same employees.
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Last edited by rny321; Nov 29, 18 at 6:02 pm
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Old Nov 29, 18, 6:32 pm
  #13  
 
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Originally Posted by EuropeanPete View Post
I think a lesson to us all is to always have the T&Cís in front of us before calling and to always start by asking the front line reps if they have access to them (my guessing is the answer is frequently going to be no).

As others have noted, I am guilty of trying to take the T&Cís literally.
The other day I was arguing with a rep about the no blackout dates policy. She had never heard of such a policy, and when I said it was right in the T&C and read it out she asked where I was getting it from. After 20min she still was unable to find it in the T&C so I don't even know if she knew how to find the correct T&C itself. Sometimes there's just no hope.
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Old Nov 30, 18, 12:42 am
  #14  
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Originally Posted by mindrisa View Post
How many points should a Platinum member receive when electing to receive points as a Platinum amenity gift at check in? I thought the answer was 1,000 (as that is what the T&Cs say online) but apparently I may be mistaken.

I only received 500 points at the Renaissance EWR and when I called Marriott to update this to 1,000 points (there were multiple stays impacted), the first representative stated that the Renaissance EWR only awards 500 points as some Renaissance are full service hotels and some are not, and that is why some Renaissance hotels have 500 vs. 1,000 points as the welcome amenity. I figured I will HUCA.

Second representative I spoke to said that hotel posted the welcome amenity correctly as I was due only 500 points. I told her I thought it should be 1,000 points per stay and she transferred me to the Rewards Department. I asked the Rewards Department representative how many points does a Platinum member earn when they select points as the welcome amenity gift and she asked me which hotel I was referring to. I told her the hotel and she proceeded to tell me the number of points in costs to redeem a free night. I told her I was asking about the Platinum Elite Welcome Gift choice where a member can select from a $10 F&B credit or points and she had no idea what I was talking about. She had never heard of such a perk and stated she would have to transfer me. So, she put me on hold for a couple of seconds and disconnected the call.

Am I mistaken (or incompetent) in thinking I should have received 1,000 points for the Platinum welcome amenity gift at the Renaissance EWR or are the agents just incompetent in their jobs?
Hi mindrisa,

We would like to help look into the Platinum welcome gift for you if you could provide your account details to us via priave mail here or by email below.

Best Regards,

Christina Zhou
Social Media Specialist
Marriott International

[email protected]
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