Impossible to get an answer from Marriott and some general negative feedback
Jan 2, 2020 | 11:20 am
#31
Original Poster
Join Date: Feb 2009
Location: Switzerland
Programs: AY Plat (OWE), Bonvoy Gold, ALL Gold, IHG Gold, RH VIP
Posts: 3,066
Thanks all for taking your time here listening to my moans, and it seems like I set my expectations way to high in regards to Bonvoy tiers.
When we, more or less, only stayed with Accor A few years back, reaching gold (or plat) more or less guaranteed a room upgrade every single time...
On the transfers in BKK, we have always used what the hotels offered (usually as part of a deal) and it’s always been top notch with very little effort involved. So Sofitel had the best one so far.
So, thanks again and for opening my eyes. Will burn the points we have accrued and not be hotel loyalty slaves any more :-)
When we, more or less, only stayed with Accor A few years back, reaching gold (or plat) more or less guaranteed a room upgrade every single time...
On the transfers in BKK, we have always used what the hotels offered (usually as part of a deal) and it’s always been top notch with very little effort involved. So Sofitel had the best one so far.
So, thanks again and for opening my eyes. Will burn the points we have accrued and not be hotel loyalty slaves any more :-)
Jan 2, 2020 | 12:00 pm
#32
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
Jan 2, 2020 | 1:24 pm
#33
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,359
As a very general rule, large chain hotels do a very poor job of communicating via email. This is for a variety of reasons, one of which is that there is not a single point of contact for each guest, and email is designed to be a direct one-on-one channel of communication. You don't email the airline for for flights either, do you? With big chains, just call the hotel directly, and ask to speak to the department that can help you with your issue.
The main reason some hotels refuse to use email is because guests will attempt to make/modify/cancel reservations via email. When a guest does that, it potentially costs the hotel money because the email will sit unread for a period of time. And it doesn't matter if a hotel has warning messages that state that reservations can't be made/changed/canceled via email. Guests will ignore those, which puts the hotel in the awkward position.
Note: The above information is based on personal experience working at a hotel. We did communicate via email, but I do understand why a hotel would choose to avoid any asymmetrical methods of communication.
Jan 2, 2020 | 6:08 pm
#34
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,993
They did - but it was not an easy process. My check in took 4 1/2 hours. I have known the GM for almost 10 years so that helped when at 11pm I contacted him. This is why I don't want to name and shame.
I will post elsewhere the good and bad parts of property during the course of a normal stay.
So yes the property made me whole but MS CS didn't and the fault lay with the app and CS in first place. You can see elsewhere where I wrote about the problems making the booking in the first place which is why I had to call CS where they apparently made the booking mistake on # in room