My Reservation is in WHOSE name??
Dec 4, 2019, 5:44 pm
#16
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
Are the hotels owned by the same person/group? Do they share a booking/crm system? Did the hotel update that booking 10 years ago when your relative checked-in with your relative's information, but kept the rewards # on the booking because it was paid for with points? Now, in that hotel group's system, your relative's information is associated with your spouse's rewards number.
That software package might have been poorly configured in that it couldn't handle gifted reward stays. Or, perhaps someone at the hotel 10 years ago put the OP's spouse's Rewards number in relative's profile when it should have been placed in a different data field.
-----
If anyone is curious, I used to work in the hospitality industry and can confirm that these types of CRM systems are fairly common. A company that owns and operates multiple hotels would want to be able to track their customers. And since many hotel owners have franchises under competing hotel groups, they can't simply use the CRM tools provided by the brand. The only way to track spending and other things would be through third-party CRM software.
Dec 4, 2019, 5:53 pm
#17
Join Date: Sep 2008
Location: Midwest USA
Programs: BA SIL, WN A, UA SIL, Marriott TIT (LT), Hilton DIA
Posts: 1,969
I recently stayed at the Hong Kong Sky City Marriott (great property BTW).
When I checked in, the address on the paperwork was my former address, from 5 years prior.
(I updated my address on Marriott's website when I moved 5 years ago)
I have had this issue several times before in Asia with Marriott properties that seem to have database issues.
When I checked in, the address on the paperwork was my former address, from 5 years prior.
(I updated my address on Marriott's website when I moved 5 years ago)
I have had this issue several times before in Asia with Marriott properties that seem to have database issues.
Dec 5, 2019, 12:38 am
#19
FlyerTalk Evangelist
Join Date: Jan 2008
Location: HEL
Programs: lots of shiny metal cards
Posts: 14,105
Stayed at the CY Warsaw airport two weeks ago - my name & Bonvoy number are correct, all other details are wrong, starting from nationality to passport number. I stayed at this hotel earlier, with my correct details. Go figure
Dec 14, 2019, 8:47 pm
#20
Original Poster
Join Date: Mar 2009
Location: Georgia
Programs: DL
Posts: 58
So my spouse is back, we reached out to Marriott about the wrong name being on the reservation and the breakfast issues and also received an email from the hotel. He was informed it was the hotel's fault, not Marriott's and they compensated him 5,000 points for his troubles.
I'll just leave it at that.
I'll just leave it at that.