Elite guarantee not honored
#1
Original Poster
Join Date: Jul 2006
Location: York, PA
Programs: MRSPG LT Tit, HH Diamond, Hertz Pres.
Posts: 1,737
Elite guarantee not honored
In my 17 years of elite status, I never have had to invoke a guarantee.
Last night checked into the Fairfield inn, Dover, DE. No mention of elite status. Got to my room, 2dbl and I always book a K. scrolling through I find my confirmation for a K.
This am, prior to departing, I discuss it with FD manager who blames the system. I then tell her I am entitled to cash compensation for failure to acknowledge status and also the incorrect room type. She does not believe me and says she will give me points. I produce the elite guarantee page and her only reply is that she will not give me cash until her manager comes in, unknown time.
I had to leave. I had allocated 15 minutes for this discussion and we were now at 20. Now the kicker. I call the illustrious elite line. They say I booked 2 dbl. I tell her I have my confirmation for 1K, oh. She says they will notify the property. Now I am not local. Its not like I can drive 3 hours to collect $25.
next thoughts? Do I say screw it?
Last night checked into the Fairfield inn, Dover, DE. No mention of elite status. Got to my room, 2dbl and I always book a K. scrolling through I find my confirmation for a K.
This am, prior to departing, I discuss it with FD manager who blames the system. I then tell her I am entitled to cash compensation for failure to acknowledge status and also the incorrect room type. She does not believe me and says she will give me points. I produce the elite guarantee page and her only reply is that she will not give me cash until her manager comes in, unknown time.
I had to leave. I had allocated 15 minutes for this discussion and we were now at 20. Now the kicker. I call the illustrious elite line. They say I booked 2 dbl. I tell her I have my confirmation for 1K, oh. She says they will notify the property. Now I am not local. Its not like I can drive 3 hours to collect $25.
next thoughts? Do I say screw it?
#2
FlyerTalk Evangelist
Join Date: May 2002
Location: Pittsburgh
Programs: MR/SPG LT Titanium, AA LT PLT, UA SLV, Avis PreferredPlus
Posts: 30,959
On principal, I'd email the GM of the property to see if they will make an offer to satisfy the guarantee.
If not, I'd email BBB, the state consumer protection division, etc., cc'ing the GM and Marriott Customer Service.
It may not be worth a 3 hour drive, but it's worth 15 minutes on email.
If not, I'd email BBB, the state consumer protection division, etc., cc'ing the GM and Marriott Customer Service.
It may not be worth a 3 hour drive, but it's worth 15 minutes on email.
#3
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
For $25 I'd probably say screw it, unless you just want to send an email or something and hope for the best in terms of maybe getting points or something.
When you got to your room, did you call the FD to see if there were any Kings available?
When you got to your room, did you call the FD to see if there were any Kings available?
#5
Join Date: Jan 2008
Location: Plum Nelly
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Posts: 636
#6
Join Date: Mar 2010
Posts: 1,324
#7
Original Poster
Join Date: Jul 2006
Location: York, PA
Programs: MRSPG LT Tit, HH Diamond, Hertz Pres.
Posts: 1,737
#8
FlyerTalk Evangelist
Join Date: Mar 2010
Location: DAY
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Posts: 10,138
#10
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,300
Agree with suggestion you contact property GM. If that doesn't work, burn them on TA.
These properties blatantly ignoring the rules is totally out of control.
Why are you blaming OP for a clear customer service fail by the property? Mean-spirited has no place on FT.
These properties blatantly ignoring the rules is totally out of control.
Why are you blaming OP for a clear customer service fail by the property? Mean-spirited has no place on FT.
#11
Join Date: Jun 2012
Posts: 137
On principal, I'd email the GM of the property to see if they will make an offer to satisfy the guarantee.
If not, I'd email BBB, the state consumer protection division, etc., cc'ing the GM and Marriott Customer Service.
It may not be worth a 3 hour drive, but it's worth 15 minutes on email.
If not, I'd email BBB, the state consumer protection division, etc., cc'ing the GM and Marriott Customer Service.
It may not be worth a 3 hour drive, but it's worth 15 minutes on email.
#12
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
I think the poster who said "take the points that were offered" was just referring to the Welcome points. If OP wanted compensation for both the Welcome Gift guarantee and the Bed Type Guarantee, they'd be asking if it was worth the time for $50, not $25.
#13
Original Poster
Join Date: Jul 2006
Location: York, PA
Programs: MRSPG LT Tit, HH Diamond, Hertz Pres.
Posts: 1,737
#14
Join Date: Dec 2003
Location: Redondo Beach, CA USA
Programs: UA 1KMM, Bonvoy LTE+A, HH D, Nat'l EE, Hertz Plat, Avis PC
Posts: 3,695
I'm not saying the OP isn't entitled to the room type guarantee or that the situation is fine. But we are now living with the consequences from sites like this convincing people that they are entitled to "compensation" for every little thing. I can only imagine how many spurious complaints hotel management must get on a daily basis, to the point where I can kind of understand them becoming numb to it. And sadly, when a legitimate situation comes up that calls for compassion and that old Marriott "spirit to serve", it gets lumped in with the rest.
#15
Join Date: Apr 2009
Location: MSP/DFW
Programs: Priority Club PLT, Marriott Titanium, AA EXP
Posts: 480
I thought it was a fair question, not mean-spirited. If I was the GM getting an e-mail days after a stay complaining that a guest didn't get the bed type they reserved, my first question would be, "Well, it wasn't a big enough deal to say anything about it at the time, they apparently slept in the room just fine, so this sounds like just another whiner."
I'm not saying the OP isn't entitled to the room type guarantee or that the situation is fine. But we are now living with the consequences from sites like this convincing people that they are entitled to "compensation" for every little thing. I can only imagine how many spurious complaints hotel management must get on a daily basis, to the point where I can kind of understand them becoming numb to it. And sadly, when a legitimate situation comes up that calls for compassion and that old Marriott "spirit to serve", it gets lumped in with the rest.
I'm not saying the OP isn't entitled to the room type guarantee or that the situation is fine. But we are now living with the consequences from sites like this convincing people that they are entitled to "compensation" for every little thing. I can only imagine how many spurious complaints hotel management must get on a daily basis, to the point where I can kind of understand them becoming numb to it. And sadly, when a legitimate situation comes up that calls for compassion and that old Marriott "spirit to serve", it gets lumped in with the rest.
I could see bed size being a little different, because you have to determine if you are willing to sleep in the type of bed that is in your room, and if it is worth the potential compensation the next day, by invoking the guarantee, vs informing the desk that night and having them try to correct the issue. Like the OP, I have also arrived very late at night to a hotel, and walked into a room that had double beds, instead of a king. And I have also been too tired to go back down, and have them try to find me another room with a king bed.
at the end of the day, the OP is entitled to invoke the guarantee. It's a published benefit.