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HOTEL THE MITSUI KYOTO, a Luxury Collection Hotel & Spa, Japan [Master Thread]

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HOTEL THE MITSUI KYOTO, a Luxury Collection Hotel & Spa, Japan [Master Thread]

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Old Aug 6, 2020, 1:53 am
  #31  
 
Join Date: Nov 2014
Location: San Francisco, CA
Programs: SPG Gold, Hyatt Plat, Fairmont Premier
Posts: 173
Same thing happened to me - I made an award reservation, but no points were deducted nor did I receive an email confirmation. The reservation shows up on the website, and I took screenshots when I made the reservation since Marriott’s website can be so unpredictable.
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Old Aug 6, 2020, 2:21 am
  #32  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,086
Originally Posted by jch636
Same thing happened to me - I made an award reservation, but no points were deducted nor did I receive an email confirmation. The reservation shows up on the website, and I took screenshots when I made the reservation since Marriott’s website can be so unpredictable.
Hi jch636,

We would like to help look into your reservation if you could provide the details, like your name, confirmation number and stay dates to us via private mail here or by email below.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]
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Old Aug 6, 2020, 2:22 am
  #33  
Original Poster
 
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,464
Originally Posted by Marriott Bonvoy Lurker II
Hi jch636,

We would like to help look into your reservation if you could provide the details, like your name, confirmation number and stay dates to us via private mail here or by email below.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]
This is seemingly happening to every points booking at this property. Mine also did not deduct.
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Old Aug 6, 2020, 2:48 am
  #34  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,086
Originally Posted by nexusCFX
This is seemingly happening to every points booking at this property. Mine also did not deduct.
Hi nexusCFX,

Please provide your reservation details to us and we will look into this issue.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]
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Old Aug 6, 2020, 2:02 pm
  #35  
Original Poster
 
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,464
Originally Posted by Marriott Bonvoy Lurker II
Hi nexusCFX,

Please provide your reservation details to us and we will look into this issue.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]
I can do that but I'm not really bothered by it for a stay so far in the future. The point I was making is that this is clearly a reproducible issue so it should be followed up with Marriott's development teams, not addressed on a case by case basis which is no doubt time consuming for you and ultimately won't fix the problem. For example even if you manually order the certificate for my booking, if I make another booking the same issue will occur.
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Old Aug 8, 2020, 12:26 pm
  #36  
 
Join Date: Jan 2005
Location: New York, USA
Programs: Bonvoy LT Plat, Hyatt Globalist, AA EXP 2MM, Sixt Plat, Avis PC, Hertz PC
Posts: 41
Originally Posted by Marriott Bonvoy Lurker II
Hi nexusCFX,

Please provide your reservation details to us and we will look into this issue.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]
Hi Christina - I'm in exactly the same situation as nexusCFX. I am going to PM you with my details and hoping you can help here!

Thanks,
mzwhsr
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Old Aug 9, 2020, 11:46 pm
  #37  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,086
Thank you for those who provided their reservation details to us.

We have reported this issue to our technical team.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]
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Old Aug 17, 2020, 7:52 am
  #38  
 
Join Date: Jan 2007
Programs: AA EXP, DL Gold
Posts: 147
Super excited to try this as we were booked for the RC! We pushed our trip off to March next year assuming we can get into the country.
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Old Sep 6, 2020, 9:54 pm
  #39  
 
Join Date: Jan 2005
Location: New York, USA
Programs: Bonvoy LT Plat, Hyatt Globalist, AA EXP 2MM, Sixt Plat, Avis PC, Hertz PC
Posts: 41
Originally Posted by Marriott Bonvoy Lurker II
Thank you for those who provided their reservation details to us.

We have reported this issue to our technical team.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]
Hi Christina,

I never did hear anything back after our PM conversation. I know you were raising this with the technical team... Did we ever get a response? I tried again on the website to have the miles deducted and the certificate attached to the reservation but with the same error.

This reservation in Kyoto is part of a 3 city tour in Japan for my family and I, and I really don't want to end up without this being confirmed. There's the RC Kyoto too which I could book now but would prefer the Mitsui.

How safe are our reservations? Is the points cost guaranteed given the issue is with Marriott's systems?

Thanks,
mzwhsr
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Old Sep 7, 2020, 1:49 am
  #40  
Company Representative, Marriott Bonvoy
 
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,086
Originally Posted by mzwhsr
Hi Christina,

I never did hear anything back after our PM conversation. I know you were raising this with the technical team... Did we ever get a response? I tried again on the website to have the miles deducted and the certificate attached to the reservation but with the same error.

This reservation in Kyoto is part of a 3 city tour in Japan for my family and I, and I really don't want to end up without this being confirmed. There's the RC Kyoto too which I could book now but would prefer the Mitsui.

How safe are our reservations? Is the points cost guaranteed given the issue is with Marriott's systems?

Thanks,
mzwhsr
Hi mzwhr,

Please accept our apologies for the delay in providing you an update.

We have reported this issue to the technical team and also contacted the hotel. We were advised that the appropriate team were working on a solution.

We will check with the team to see if there is more to share.

Best Regards,

Christina Z
Specialist, Social Media
Marriott International

[email protected]
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Old Sep 13, 2020, 5:20 pm
  #41  
 
Join Date: Jun 2005
Location: YYC
Programs: Hilton Diamond, Hyatt Diamond, Accor Diamond, SPG Gold, Fairmont Premier, Club Carlson Gold
Posts: 326
Anyone have any idea of Platinum/Titanium benefits?
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Old Sep 13, 2020, 8:41 pm
  #42  
Original Poster
 
Join Date: Dec 2017
Location: SFO/YYZ
Programs: AC 25K, AS MVP Gold, BA Bronze, UA Silver, Marriott Titanium, Hilton Diamond, Hyatt Globalist
Posts: 2,464
Originally Posted by llcooljayce
Anyone have any idea of Platinum/Titanium benefits?
The hotel isn't open. At a minimum it will have the benefits that are provided at LC properties.
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Old Sep 23, 2020, 9:50 pm
  #43  
 
Join Date: Mar 2019
Programs: Marriott Plat, AA Plat
Posts: 122
Booked 5 nights for 280k points in April 2021 - really hoping travel from the US is opened back up by then. Looks like an amazing property!
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Old Oct 4, 2020, 8:29 pm
  #44  
 
Join Date: Aug 2002
Location: WAS/TYO
Programs: UA 1K, AA EXP (3MM), DL PM, BONVOY TITANIUM, HYATT GLOBALIST, HILTON DIAMOND, IHG DIAMOND AMB, et al
Posts: 5,913
Points were finally deducted for a award stay next April (booked in early-August).

Also, looks like yet another new Kyoto property (The Prince Kyoto Takaragaike, Autograph Collection) is now bookable using points (Cat 6).

-FlyerBeek
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Old Oct 5, 2020, 6:50 am
  #45  
 
Join Date: Mar 2019
Programs: Marriott Plat, AA Plat
Posts: 122
My points were also deducted as normal at time of booking.
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