Chase RC Club Level Upgrades - Reps unable to attach - Lurker help?
#1
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: UA 1K, Hyatt Globalist, Bonvoy Titanium, Hilton Diamond
Posts: 368
Chase RC Club Level Upgrades - Reps unable to attach - Lurker help?
I have called customer service a few times in the past couple of days and they have been unable to assist me. Having used these many times in the past, I am aware of the process and rules. I booked a qualifying member rate for the Ritz Carlton Guangzhou (which they confirmed). There are many club level rooms available as well during my stay to be able to upgrade into (which they also confirmed). None of the reps have been able to do it, and they just simply state to me to call back another day because they can't figure it out. This is pretty upsetting, because the sole purpose of booking this property is me wanting to use my club level upgrade certs and if not I would book something else. Is there one of the Bonvoy lurkers who could assist?
#2
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
I have called customer service a few times in the past couple of days and they have been unable to assist me. Having used these many times in the past, I am aware of the process and rules. I booked a qualifying member rate for the Ritz Carlton Guangzhou (which they confirmed). There are many club level rooms available as well during my stay to be able to upgrade into (which they also confirmed). None of the reps have been able to do it, and they just simply state to me to call back another day because they can't figure it out. This is pretty upsetting, because the sole purpose of booking this property is me wanting to use my club level upgrade certs and if not I would book something else. Is there one of the Bonvoy lurkers who could assist?
#3
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: UA 1K, Hyatt Globalist, Bonvoy Titanium, Hilton Diamond
Posts: 368
My apologies for the inconvenience. I think I can speak for the entire Marriott Bonvoy Lurker staff and say that none of us have ever tried to apply one of these to a reservation. That being said, I guess there's always a first time for everything, so if you need our assistance, please send the details to the email address below.
#4
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
Thanks for the opportunity to learn something new. Apparently, these days, the reservation has to be made with the proper cluster code. Hopefully, starting over will yield some success.
#5
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: UA 1K, Hyatt Globalist, Bonvoy Titanium, Hilton Diamond
Posts: 368
Just an update. The agent is not able to find any availability for any date at that property for the cluster code, even though there is great availability of club level rooms. Is it possible the property disabled the club level upgradeable room rate codes erroneously? Can the property be contacted to inquire about this?
Last edited by xkr0p; Mar 7, 2019 at 2:27 pm
#6
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
Just an update. The agent is not able to find any availability for any date at that property for the cluster code, even though there is great availability of club level rooms. Is it possible the property disabled the club level upgradeable room rate codes erroneously? Can the property be contacted to inquire about this?
#9
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
Also, there's the possibility that these types of certificates require reservations to be made through Marriott. An individual hotel might not be able to make a reservation for a guest, even if they want to do that task. That said, someone in management at the hotel should be able to explain whether or not there is availability for the certificate.
#10
Moderator: Alaska Mileage Plan
Join Date: Feb 2005
Posts: 12,329
She or he would want to contact the Reservations Manager. Although they might do things differently in China, every hotel I've worked has a clear delineation of responsibility. The Front Desk Manager is only responsible for in-house guests (and maybe guests arriving the following day). Anything further out is handled by the Reservations Manager.
#11
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: UA 1K, Hyatt Globalist, Bonvoy Titanium, Hilton Diamond
Posts: 368
Just following up on this; the property never contacted me. Since then I have sent 2 emails to the front desk and reservations manager without any reply. I have called the property a few times asking for a manager and they are never available. Is there any resolution to this? I don't see how its fair that the property can completely block/disable the use of the club level upgrade certificates for the calendar when there are club level rooms available. I am extremely disappointed that nobody is willing to help either. The phone agents/twitter/etc, nobody is willing to call the property or inquire why the club level upgrades are disabled. I shouldn't have to try to get a hold of the manager calling/emailing 100 times. Banging my head here!
#12
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
Just following up on this; the property never contacted me. Since then I have sent 2 emails to the front desk and reservations manager without any reply. I have called the property a few times asking for a manager and they are never available. Is there any resolution to this? I don't see how its fair that the property can completely block/disable the use of the club level upgrade certificates for the calendar when there are club level rooms available. I am extremely disappointed that nobody is willing to help either. The phone agents/twitter/etc, nobody is willing to call the property or inquire why the club level upgrades are disabled. I shouldn't have to try to get a hold of the manager calling/emailing 100 times. Banging my head here!
#13
Original Poster
Join Date: Jun 2012
Location: NYC
Programs: UA 1K, Hyatt Globalist, Bonvoy Titanium, Hilton Diamond
Posts: 368
#14
Join Date: May 2013
Programs: UA Au Marriott Ti Hilton C
Posts: 159
This one sounds familiar. I called what used to be the Platinum Premier Line three nights in a row for a reservation at the RC Nusa Dua.
After being thoroughly Bonvoyed, I finally got it to sort of work last night.
I had to make a non-refundable reservation and it had to be paid for with the RC Visa. I don’t know whether this is part of the T&C for the Club upgrades, but I’d had enough and took what I could get.
The reps I dealt with had no idea what they were doing.
Let’s hope it goes better for you.
After being thoroughly Bonvoyed, I finally got it to sort of work last night.
I had to make a non-refundable reservation and it had to be paid for with the RC Visa. I don’t know whether this is part of the T&C for the Club upgrades, but I’d had enough and took what I could get.
The reps I dealt with had no idea what they were doing.
Let’s hope it goes better for you.
#15
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,478
This one sounds familiar. I called what used to be the Platinum Premier Line three nights in a row for a reservation at the RC Nusa Dua.
After being thoroughly Bonvoyed, I finally got it to sort of work last night.
I had to make a non-refundable reservation and it had to be paid for with the RC Visa. I don’t know whether this is part of the T&C for the Club upgrades, but I’d had enough and took what I could get.
The reps I dealt with had no idea what they were doing.
Let’s hope it goes better for you.
After being thoroughly Bonvoyed, I finally got it to sort of work last night.
I had to make a non-refundable reservation and it had to be paid for with the RC Visa. I don’t know whether this is part of the T&C for the Club upgrades, but I’d had enough and took what I could get.
The reps I dealt with had no idea what they were doing.
Let’s hope it goes better for you.