My Reservation is in WHOSE name??
 

Any thoughts on how an interntional reservation made at a global marriott hotel, confirmed by email, originally made by employer's travel agency, would be held in the name of a random relative??

My spouse went to check in and was told they did not have a reservation in his name.

But I have an email confirmation!, says he.

Hmmm...yes, you do, says the clerk. But the reservation is in XYZ's name, not yours.

A random relative, with a different last name, who has never stayed at this hotel, doesn't travel with us, and hasn't been in this country in 10 years.

It took some firm words and a manager to finally get the reservation released.

So how did that happen?

He is a 25 year loyal rewards member who stays on all business trips with marriott.

The employer made the reservation for him, it was his rewards account number, made through the employer's travel agency and the employer is 100% unaware of the existence of this relative. HIs email confirmation is to his email, his name, with his rewards number.

The relative doesnt' have a rewards account with this chain and has no idea how their name got in this mix. Neither do we.

We can't figure this one out.

Thoughts?

Has the relative ever stayed with you at a Starriott hotel or have you ever gifted an award stay to the relative?

No, has never stayed with us.

Yes, about ten years ago we made a reservation in a country on the other side of the world. But there have been over 100 reservations in his name since then, all made at work with the same travel agency. This relative never stayed in this hotel in this country.

He has made reservations for me multiple times with his rewards points. But my name has never shown up on a work reservation. This wasn't a rewards stay. That's what we can't figure out.

hmmm.. If what you say is true in regards to the history, then I am very intrigued and interested as to what you find out. If you so choose to escalate.

I would, just on the basis of curiosity :)

Yes, we're both curious. I'm sure when he gets back he'll be talking to his travel agency at employers.Will be quite interesting.

Indeed, intriguing. Please do post on what becomes of this if the mystery is solved.

Hi there,

We would like to help look into this with the hotel if you could provide the reservation details to us via private mail here or by email below.

Best Regards,

Christina Zhou
Specialist, Social Media
Marriott International

[email protected]

10 years ago, when you made a reservation in a country on the other side of the world - was it a reward booking, paid with points from your spouse's account?

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.

I've had something similar occur, but the hotels were much closer together, owned by the same group and shared back-end systems. Both hotels were SPG branded hotels, and the stay was a few years apart.

Talked to him this a.m. and the hotel told him if she ever used his points in that country, it caused a glitch in the system.

When he's getting breakfast they're telling him he isn't on the list and managers have to be called. It's been a huge mess. His biggest concern is making sure his name is on this reservation so his work pays for it. Amazing that he got her a room so many years ago (ten years) and he travels extensively for work and this happened now, after all this time.

It's not a glitch, it's Marriott IT ineptitude. Marriott really needs to take ownership of this crap, fix it, and provide goodwill to those effected.

I have private messaged you with the details.

Please let us know when (and if!) they actually circle back and explain how this happened.

Any chance this is in Egypt? I've seen something similar there at a couple of the hotels.

No it is not. :-)

So what country and which hotel that is? Why so secretive?

I dont see withholding the country / property name does any good to the community when you are posting this saga.

At least people can know what the possibility of IT screw up might be, when it is related to a certain country.