ajamieson

Another typical tale from the noisy edges of Platinum...

1. Book stay at Courtyard Paris Gare de Lyon on July 28, 2019 using 25,000 points.
2. Stay there. (No upgrade, no mention of benefits, 20m to check in, whatever, too tired to care…)
3. Stay never hits my account and I never get an emailed folio.
4. Complain about missing night to Marriott who tell me to complain to the hotel
5. Complain to the hotel, which eventually apologises and promises to credit the night, the missing amenity points
6. Hotel in fact only credits the missing amenity points.
7. Follow up with same hotel contact asking for night credit. No reply.
8. Complain to Marriott, who tell me to complain to the hotel.
9. Complain to Marriott about the complaints. “No problem, we can help you with that. Please send the folio.”
10. Bang head on desk on November 12

UA-NYC

Lurkers or Ambassador. That is your CS resolution these days. I feel sorry for anyone not on FT.

Ripley62

actually the community managers on insider.marriott.com do a pretty good job also. They also have a much smaller audience on insiders than the Marriott branch of FlyerTalk.

Marriott Bonvoy Lurker

Hi ajamieson, I apologize for any frustrations caused. If you send me a PM here or send an email to: [email protected] with the name of the hotel, dates of stay, your first/last name, and Marriott Bonvoy number, I'd be happy to take a closer look and follow up further. -Leanne

Often1

The bottom line is that the "lurker" concept helps to shut up people who can cause real brand damage because of the concentrated nature of the audience. The fact that the same level of customer service is not afforded people who don't come to social media sites tells you about the value of social media, e.g. it's a platform to be heard.

LoganFlyer

You still earn amenity points and an elite qualifying night on a night paid for by points. That's what the OP didn't receive.

allleisure

My experience has been that indeed I have received a folio on points redemption stays. I love seeing the $0.00 balance. Some hotels may fail to generate a folio in error. They should be encouraged to create one prior to leaving if possible.

MSPeconomist

It's always a good idea to get the folio before leaving in case the nights don't post.

craigthemif

Yes... but then Marriott let their most respected lurker get away. And the CEO consistently refers to us as "noise at the edges".

So what does that tell you about Marriott's priorities?

EricH

This is the lesson I've learned.

Markie

I just gave up on trying to get 2,500 bonus points that were part of my rate at the Renaissance Heathrow. It's just too hard.

Mr. Vker

11. I had to look up intransigence. But, its my word of the day now and I will try to use it 3 times.

Any way, you are correct. They are just making it too hard to fix stuff. Did you try the online missing stay tool? You can use the original confirmation number to submit that.

Often1

Who cares about Marriott's priorities? What matters is what Marriott does to resolve customer service issues.

The lesson of the "lurkers" is that mucking around with the ordinary customer service channels is for the JV (junior varsity, not joint venture). Complain on FT or other social media site and let a lurker swoop in and take care of the problem so that you can come back and post about what a wonderful experience it is and maybe even delete your original complaint.

WillBarrett_68

Bud, I have some news for you... you ARE noise around the edges. If you weren't, all of the bellyaching here would have produced some changes, or Marriott's stock would be tanking.

Elites tend to VASTLY overestimate how dependent the hotel chain/airline/whatever is on their business.

craz

Coudnt have said it any better,

1 step further is when they say if things dont change they are taking their biz elsewhere and then dont