The Fake "let me give you some points for that" Routine
Jan 26, 2020, 2:04 pm
#31
Join Date: Aug 2002
Location: YYZ/MGA
Programs: AA 1MM Lifetime Gold, AA Platinum, WS Gold, Marriott Bonvoy Gold
Posts: 7,607
I had 2,000 points in one LAS credit the same day and they comped a night on top of that and the room charge and taxes were off my invoice the next day when I asked for a copy.
Jan 26, 2020, 6:29 pm
#32
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,767
I did notice that pre-merger, I used to get the survey's from Marriott on an almost regular basis and that usually helped with getting these points posted (a bad review with a note about the promise usually prompted them to credit my account). But after the merger I haven't received one single survey and I noticed that where in the past Elite member calls always went to the UT service center (will usually that's because it wasn't a toll-free number!) whereas now everything goes to India and I just can't be bothered with spending hours trying to explain the situation to them (they only seem to know one answer and it's not the right one for me).
The reason I'm bringing the issue up is that for me at least, it seems like a training "trick" that they've taught the associates worldwide (I'm still waiting for 1k points from a hotel in London promised by the FDA) but perhaps either they don't follow up or it requires a supervisor's approval to post (shouldn't since it's a low amount). I know for some of the properties that they have to "purchase" the points for higher amounts-----at least that's what the manager of one property told me in a lengthy email exchange when he promised me 10k points but didn't deliver until I kept prodding him. In any case, they (and Marriott corporate, it seems) don't seem to think of it as a customer service issue. Yes, the amount is low and not worth bothering to follow-up on in most cases, but it shows that the customer isn't first and doesn't portray a customer-oriented attitude as Marriott used to be known for. Just my thoughts.....
The reason I'm bringing the issue up is that for me at least, it seems like a training "trick" that they've taught the associates worldwide (I'm still waiting for 1k points from a hotel in London promised by the FDA) but perhaps either they don't follow up or it requires a supervisor's approval to post (shouldn't since it's a low amount). I know for some of the properties that they have to "purchase" the points for higher amounts-----at least that's what the manager of one property told me in a lengthy email exchange when he promised me 10k points but didn't deliver until I kept prodding him. In any case, they (and Marriott corporate, it seems) don't seem to think of it as a customer service issue. Yes, the amount is low and not worth bothering to follow-up on in most cases, but it shows that the customer isn't first and doesn't portray a customer-oriented attitude as Marriott used to be known for. Just my thoughts.....
Jan 26, 2020, 9:09 pm
#33
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
I just had some service recovery points post on Jan 26 even though the transaction date shows as Jan 20, so who knows where they were hiding for 6 days!
Jan 27, 2020, 6:49 am
#34
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,320
From talking to FD managers at various properties, I was told that the post stay surveys these days are no longer automatically sent. They are randomly generated, even the properties do not know how those are generated. I for one, would fill out the survey dutifully whether for good or for bad, as that should be a good way for the property management learns about what the property has done right and what has done wrong that some training / improvement is needed. But we no longer have such opportunity because corporate takes that away.
--Jon
Mar 4, 2022, 1:44 pm
#35
Join Date: Oct 2020
Location: ORD
Programs: Bonvoy Titanium
Posts: 211
Digging up this thread because I have a feeling this just happened to me. I just checked out of a typical Courtyard and while the room was good, the shower was gross, with tons of buildup and mold/mildew on the shower head and really dirty tiled walls. I took a shower in the morning today or else I would have asked for a new room last night.
I brought it up to the front desk over chat and they were apologetic and said that they would tell their manager to give me “some” points. I asked how much so I knew what to expect and they said “I believe it will be 3k points”. I later asked if they’ve been applied and they said “I believe my manager will put them in within the next couple of days”. Were they completely BSing me? Does it actually take a manager to do this? And even if it did I have zero faith that it will actually hit my account in a “couple of days”. I’d go to Twitter but I also had a service recovery on my last stay and I’m worried about being flagged as a serial complainer, lol.
I brought it up to the front desk over chat and they were apologetic and said that they would tell their manager to give me “some” points. I asked how much so I knew what to expect and they said “I believe it will be 3k points”. I later asked if they’ve been applied and they said “I believe my manager will put them in within the next couple of days”. Were they completely BSing me? Does it actually take a manager to do this? And even if it did I have zero faith that it will actually hit my account in a “couple of days”. I’d go to Twitter but I also had a service recovery on my last stay and I’m worried about being flagged as a serial complainer, lol.
Mar 4, 2022, 2:16 pm
#36
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
I later asked if they’ve been applied and they said “I believe my manager will put them in within the next couple of days”. Were they completely BSing me? Does it actually take a manager to do this? And even if it did I have zero faith that it will actually hit my account in a “couple of days”.
Other properties invariably promise recovery points but they never arrive. Even after calling back. Several times.
Mar 4, 2022, 3:37 pm
#38
Join Date: Aug 2020
Location: Somewhere in the Mid-Atlantic
Programs: Hilton Honors Diamond
Posts: 619
Does it actually take a manager to do this? And even if it did I have zero faith that it will actually hit my account in a “couple of days”. I’d go to Twitter but I also had a service recovery on my last stay and I’m worried about being flagged as a serial complainer, lol.
It you don't see the points with 48 hours, assume they're going to "forget".
Mar 4, 2022, 6:32 pm
#39
FlyerTalk Evangelist
Join Date: Mar 2002
Location: Saipan, MP 96950 USA (Commonwealth of the Northern Mariana Islands = the CNMI)
Programs: UA Silver, Hilton Silver. Life: UA .57 MM, United & Admirals Clubs (spousal), Marriott Platinum
Posts: 15,058
At the Ren LAS, recovery points appeared in my Marriott app while standing at the FD. And I didn't even ask for them. A small gesture like that makes guests want to return.
Other properties invariably promise recovery points but they never arrive. Even after calling back. Several times.
Other properties invariably promise recovery points but they never arrive. Even after calling back. Several times.
I mentioned at check-out that they should only assign this room to very heavy sleepers, explaining what had happened. I was immediately promised 10,000 points.
Which never arrived.
I much preferred the Marriott around the corner.
Mar 5, 2022, 10:46 am
#40
Join Date: Oct 2020
Location: ORD
Programs: Bonvoy Titanium
Posts: 211
Update: color me surprised but this morning I got an email saying I got a 10k points bonus! Was not expecting it to work at all not to mention 10k, especially considering the “I think 3k” response from the FD agent
Mar 5, 2022, 8:14 pm
#42
FlyerTalk Evangelist
Join Date: Jun 2010
Location: TOA
Programs: HH Diamond, Marriott LTPP/Platinum Premier, Hyatt Lame-ist, UA !K
Posts: 20,061
Mar 6, 2022, 7:15 am
#43
Moderator: Hyatt Gold Passport & Star Alliance
Join Date: May 1998
Location: London, UK
Programs: UA-1K 3MM/HY- LT Globalist/BA-GGL/GfL
Posts: 12,093
I had to chase up points offered as part of the room rate. They told me to wait but eventually I chased and they posted.
Just 2,000 but why offer what you cannot deliver?
Just 2,000 but why offer what you cannot deliver?
Mar 6, 2022, 9:27 am
#45
Join Date: Nov 2017
Posts: 85
I have booked room rates that include additional points for three separate stays over the past six months at three different properties. None of those stays posted the additional points and I had to chase then down after the stay each time.