My Reservation is in WHOSE name??
Dec 3, 2019, 5:20 pm
#1
Original Poster
Join Date: Mar 2009
Location: Georgia
Programs: DL
Posts: 58
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Any thoughts on how an interntional reservation made at a global marriott hotel, confirmed by email, originally made by employer's travel agency, would be held in the name of a random relative??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?
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?
Dec 3, 2019, 5:33 pm
#2
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,413
Has the relative ever stayed with you at a Starriott hotel or have you ever gifted an award stay to the relative?
Dec 3, 2019, 5:37 pm
#3
Original Poster
Join Date: Mar 2009
Location: Georgia
Programs: DL
Posts: 58
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.
Dec 3, 2019, 7:07 pm
#5
Original Poster
Join Date: Mar 2009
Location: Georgia
Programs: DL
Posts: 58
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.
Dec 3, 2019, 7:36 pm
#7
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,088
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?
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?
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]
Dec 4, 2019, 6:53 am
#8
Join Date: Dec 2002
Location: Toronto, ON, CANADA
Programs: AC SE100K, Marriott Bonvoy LTE
Posts: 1,881
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.
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.
Dec 4, 2019, 6:54 am
#9
Original Poster
Join Date: Mar 2009
Location: Georgia
Programs: DL
Posts: 58
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.
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.
Dec 4, 2019, 7:00 am
#10
Join Date: Aug 2004
Location: DCA, EGE, IAD
Programs: MR LTT, BA Gold, AA LTP, UA Silver
Posts: 6,077
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.
Dec 4, 2019, 7:09 am
#11
Original Poster
Join Date: Mar 2009
Location: Georgia
Programs: DL
Posts: 58
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]
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]
Dec 4, 2019, 10:09 am
#12
Join Date: Mar 2013
Location: HSV (formerly AUS)
Programs: AA MM (like it matters!) All of my flying was personal travel, and COVID-19 stopped that.
Posts: 223
Dec 4, 2019, 12:30 pm
#13
Join Date: Mar 2005
Location: MLI
Programs: UA Silver, MR Ambassador, HH Gold
Posts: 255
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?
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?
Dec 4, 2019, 5:20 pm
#15
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,762
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.
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.