Hotels without Platinum "amenity" - legal or not?
Jan 10, 2019, 6:10 am
#17
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No...you have to ask for the compensation if you ARE NOT OFFERED the welcome amenity.
Plus...be careful how you use the word legal. Yes...it is legal for you to not be offered a welcome amenity. There is no law that is being broken and no one is being hauled off in cuffs...unless you throw a hissy fit in which case I will call the cops, have you removed from my property, cancel your reservation, and not give you the $100.
Plus...be careful how you use the word legal. Yes...it is legal for you to not be offered a welcome amenity. There is no law that is being broken and no one is being hauled off in cuffs...unless you throw a hissy fit in which case I will call the cops, have you removed from my property, cancel your reservation, and not give you the $100.
You have to ask for the compensation if you ARE NOT OFFERED the welcome amenity AT THE TIME OF CHECK IN.
5 minutes later doesn't count. That has been proven many times. Let's not make it even more confusing for people than it already is
Jan 10, 2019, 6:30 am
#18
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I certainly think it's reasonable to demand the $100 when a high tier elite is walked from a confirmed reservation, but I just wouldn't behave this way regarding a minor amenity when the problem is immediately corrected unless the hotel has been unbelievably nasty about the request, such as hotelboy's policy of calling the police if a guest argues to receive published program benefits. [UA learned that it's a really bad strategy to call police to remove/arrest customers when there's a customer service issue.]
Jan 10, 2019, 10:13 am
#19
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I certainly think it's reasonable to demand the $100 when a high tier elite is walked from a confirmed reservation, but I just wouldn't behave this way regarding a minor amenity when the problem is immediately corrected unless the hotel has been unbelievably nasty about the request, such as hotelboy's policy of calling the police if a guest argues to receive published program benefits. [UA learned that it's a really bad strategy to call police to remove/arrest customers when there's a customer service issue.]
Jan 10, 2019, 10:22 am
#20
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Jan 10, 2019, 10:33 am
#21
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This question has been asked many times since Marriott started the PAG and I don't think the terms have changed at all. The intent is for the property to offer a choice, failure to do so was considered a violation of the T&Cs and compensation was due. Many tried to skirt around it by assigning points as a default and claim they met the terms. In the early days that was not supported by MR and payment was made when the request was made before checking out. Today CSRs are more in support of the properties and most, if not all, will say it's up to the property to follow the T&Cs tough luck. Until Marriott finds their dentures and puts teeth into the program will we see any consistency by the properties following the rules.
Jan 10, 2019, 11:27 am
#23
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I've never had Sheraton, Westin, or W, mention this mysterious amenity at check-in; they usually just confirm that I'm set up to receive points. I suppose at that point since they'd recognized my status for compliance purposes, I might, if they're not too busy, follow up with: "I noticed that the rules themselves say that we are entitled to a choice of breakfast, points, or a 'local amenity'." What would be the amenity choice for your property?"
Jan 10, 2019, 11:30 am
#24
Join Date: Jun 2015
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I do get annoyed by the hotels that don't preemptively offer a choice of amenity, but it never seems worth the hassle to fight for the $100. I agree with others that it is a failing on the part of Marriott to have the hotel be the arbitrator on whether or not they've lived up to the terms and conditions.
Jan 10, 2019, 11:53 am
#25
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I think the whole point of guarantees that far exceed the cost of the amenity is to give incentive to the hotels to comply. So I don't try to punish a poor tired clerk who just forgets one time, but when a hotel like the OP's, says "This particular hotel at first insisted they didn't offer amenities at all. ", that's exactly the time to insist on the cash.
Jan 10, 2019, 12:00 pm
#26
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There is a lot of confusion, misinterpretation or even lies. This particular hotel at first insisted they didn't offer amenities at all. After letting them know that they MUST, they immediately offered me an amenity (which in this case is wine and some kind of snack).
And yes, i will insist on the compensation every time. Why not? This is an official Marriott guarantee. If the hotels don't comply with the T&C, they have to compensate. In ex-Starwood hotels, the non-compliance with the Platinum welcome gift has been 100% in the recent months. No reason not to claim 100$ for every stay. The situation may be a bit different from hotel to hotel, though: sometimes, no choice is given at all, sometimes, the given choice is incorrect. Hence the original question.
What i found out the hard way, one has to record the conversation at check-in. Otherwise, it might be hard to proof what has been offered at check-in.
And yes, i will insist on the compensation every time. Why not? This is an official Marriott guarantee. If the hotels don't comply with the T&C, they have to compensate. In ex-Starwood hotels, the non-compliance with the Platinum welcome gift has been 100% in the recent months. No reason not to claim 100$ for every stay. The situation may be a bit different from hotel to hotel, though: sometimes, no choice is given at all, sometimes, the given choice is incorrect. Hence the original question.
What i found out the hard way, one has to record the conversation at check-in. Otherwise, it might be hard to proof what has been offered at check-in.
Should I have recorded that? Should I have asked for the $100? If I wanted breakfast or was interested in the amenity, I'm an adult, plats are familiar with the program, and I can ask. No need to play "gotcha" and get him in trouble,
Plus, while I was there, they sent a bottle of wine and a cheese plate anyway.
Jan 10, 2019, 12:57 pm
#27
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Sometimes I'm embarrassed to be part of humanity.
Jan 10, 2019, 2:06 pm
#28
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This question has been asked many times since Marriott started the PAG and I don't think the terms have changed at all. The intent is for the property to offer a choice, failure to do so was considered a violation of the T&Cs and compensation was due. Many tried to skirt around it by assigning points as a default and claim they met the terms. In the early days that was not supported by MR and payment was made when the request was made before checking out. Today CSRs are more in support of the properties and most, if not all, will say it's up to the property to follow the T&Cs tough luck. Until Marriott finds their dentures and puts teeth into the program will we see any consistency by the properties following the rules.
Look, how many times do I have to say it? Marriott's real customers are the owners. The loyalty program is a marketing gimmick with the veneer of rules and regulations. The guests, aka us, are merely the product Marriott peddles to owners to get the management contract or franchise agreement over Hyatt and Hilton.
Jan 10, 2019, 2:40 pm
#29
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Jan 10, 2019, 4:10 pm
#30
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