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Bonvoy Asia Restaurant Discount Not Applied

Bonvoy Asia Restaurant Discount Not Applied

Old Jun 1, 20, 11:24 pm
  #1  
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Bonvoy Asia Restaurant Discount Not Applied

Writing this in hopes that someone can point me in the right direction of who to talk to.

Currently staying at the Le Meridien Seoul as a Titanium. Took my family to eat at the Chef de Grille restaurant located within the hotel (https://www.marriott.com/hotels/hote...eridien-seoul/).

Enjoyed the meal, and upon receiving the check, asked for my Titanium member discount (20% off) to be applied. They asked for my member number and then later came back with the check saying that the restaurant is an independent restaurant not operated by the hotel so they can't do the discount. First time I heard of that, also didn't think it was correct, but not going to argue with a waiter who may have been given bad information.

Went to the Bonvoy Asia page, https://marriottbonvoyasia.com/R+B, and found the list of participating restaurants in Seoul. Chef de Grill is listed. Took a printout of the page to the front desk and was told again that the discount doesn't apply.

Obviously I would love to have the discount applied, but it really didn't even cross my mind that the restaurant might not be participating (there is no way to access the restaurant directly from outside, you must go through the hotel lobby and then through another hotel restaurant) as I've never encountered a non-participating restaurant in Asia before. Also disheartening to see that it is explicitly listed as a participating restaurant...

Checking out on Wednesday, so I have one more night here. What's the best course of action now to get this corrected?


Last edited by falcon9xr; Jul 7, 20 at 2:48 pm
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Old Jun 1, 20, 11:51 pm
  #2  
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Ask to speak to the FD or general manager and present this information. If they refuse to honor it, not much you can do besides perhaps a charge back for the amount of your discount (possible but may not be worth it.

Its one of those small CS gestures that can steer a lot of business to or away from a property.
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Old Jun 2, 20, 12:18 am
  #3  
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Originally Posted by falcon9xr View Post
Writing this in hopes that someone can point me in the right direction of who to talk to.

Currently staying at the Le Meridien Seoul as a Titanium. Took my family to eat at the Chef de Grille restaurant located within the hotel (https://www.marriott.com/hotels/hote...eridien-seoul/).

Enjoyed the meal, and upon receiving the check, asked for my Titanium member discount (20% off) to be applied. They asked for my member number and then later came back with the check saying that the restaurant is an independent restaurant not operated by the hotel so they can't do the discount. First time I heard of that, also didn't think it was correct, but not going to argue with a waiter who may have been given bad information.

Went to the Bonvoy Asia page, https://marriottbonvoyasia.com/R+B, and found the list of participating restaurants in Seoul. Chef de Grill is listed. Took a printout of the page to the front desk and was told again that the discount doesn't apply.

Obviously I would love to have the discount applied, but it really didn't even cross my mind that the restaurant might not be participating (there is no way to access the restaurant directly from outside, you most go through the hotel lobby and then through another hotel restaurant) as I've never encountered a non-participating restaurant in Asia before. Also disheartening to see that it is explicitly listed as a participating restaurant...

Checking out on Wednesday, so I have one more night here. What's the best course of action now to get this corrected?
Hi falcon9xr,

We would like to look into this with the appropriate team if you could provide your reservation details 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 Jun 2, 20, 3:00 am
  #4  
 
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Sometime the listed restaurant in Marriott page isn't correct.
I once checked with a restaurant in W Kuala Lumpur before I dine to see if the discount apply there, I was told they are run independently and thus discount does not apply.
They thank me and get Marriott to update the listing correctly soon after.
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Old Jun 2, 20, 3:14 am
  #5  
 
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Trusting public information from MAR ... Big mistake ... MAR in my view has one of the poorest corporate communication I have ever seen ... so no surprise that this information also is to be regarded as unreliable
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Old Jun 2, 20, 2:25 pm
  #6  
 
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In my experience, restaurants in Hong Kong (where I live) almost never acknowledge the discount shown on this website. There was this chart where Plat or above gets 20% off, while Gold gets 15% etc, they always insist it's 10% for all members. I guess the only option is to call and ask.

Edit: Found the chart
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Old Jun 2, 20, 4:19 pm
  #7  
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Once upon a time, our lurker told us that an easy way to see whether a restaurant was considered part of a hotel (for earning points) was whether you could charge the meal to your room. It's usually worked for me, even in cases where I would have guessed incorrectly. Restaurant employees don't seem to know the details or even understand the distinction between being an independent tenant versus part of the hotel, but if OP is talking about this with the front desk, chances are that this was a room charge and the restaurant is part of the hotel.

Regardless of the actual situation, if the restaurant is currently included on the list, the published benefits should be honored. (Be sure to grab a copy of the list before it's "updated"/"corrected"/changed. Get a copy of the T&Cs for the offer too, now.)
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Old Jun 2, 20, 5:04 pm
  #8  
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Originally Posted by MSPeconomist View Post
Once upon a time, our lurker told us that an easy way to see whether a restaurant was considered part of a hotel (for earning points) was whether you could charge the meal to your room. It's usually worked for me, even in cases where I would have guessed incorrectly. Restaurant employees don't seem to know the details or even understand the distinction between being an independent tenant versus part of the hotel, but if OP is talking about this with the front desk, chances are that this was a room charge and the restaurant is part of the hotel.

Regardless of the actual situation, if the restaurant is currently included on the list, the published benefits should be honored. (Be sure to grab a copy of the list before it's "updated"/"corrected"/changed. Get a copy of the T&Cs for the offer too, now.)
Yea the bill was charged to the room and the restaurant had no problems with doing so. What's even more interesting is that not all restaurants at the hotel are listed on the participating restaurants list (Mid Century is a restaurant at the hotel not listed as a participating restaurant: https://www.marriott.com/hotels/hote...eridien-seoul/). So there was some curation that occurred somewhere, it wasn't a blanket "just list every restaurant" error. I did send my information to the Lurker, so hopefully this will get sorted out soon.
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Old Jun 2, 20, 11:54 pm
  #9  
 
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Something similar to me happened at Ritz Kyoto where they had a French or Italian restaurant on-site and listed as a participating one. When I asked for the bill and 20% discount with the printed list, the server was confused and had to ask the manager. Then the manager came over and give me a small card which lists all the dates excluded from the discount. It was like using a best buy coupon where the exclusion are so extensive it would be better to just list the available dates, basically blacking out high season months and all weekends. I got quite angry since the only reason I would dine there was for the 20% discount or there would tons of other options in Kyoto. The manager apologized and offered a beer charge waived from the bill which was a ridiculous $10 off a $500 bill. In the end we met half way, but it shows how disorganize Marriott is. The manager said they have no control over the website and the offer is not updated frequently, but that is no way a customers fault. I even mentioned to the manager this is a shady practice and false advertising and informed Ritz Kyoto management.
I learned my lesson, always ask before making a reservation.
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Old Jun 3, 20, 9:30 am
  #10  
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Originally Posted by justned View Post
Something similar to me happened at Ritz Kyoto where they had a French or Italian restaurant on-site and listed as a participating one. When I asked for the bill and 20% discount with the printed list, the server was confused and had to ask the manager. Then the manager came over and give me a small card which lists all the dates excluded from the discount. It was like using a best buy coupon where the exclusion are so extensive it would be better to just list the available dates, basically blacking out high season months and all weekends. I got quite angry since the only reason I would dine there was for the 20% discount or there would tons of other options in Kyoto. The manager apologized and offered a beer charge waived from the bill which was a ridiculous $10 off a $500 bill. In the end we met half way, but it shows how disorganize Marriott is. The manager said they have no control over the website and the offer is not updated frequently, but that is no way a customers fault. I even mentioned to the manager this is a shady practice and false advertising and informed Ritz Kyoto management.
I learned my lesson, always ask before making a reservation.
Yea I'm definitely going to ask from now on. I don't think I would have eaten at the restaurant if I knew ahead of time that the 20% discount was not going to apply.

Just to provide another update. When I checked out, I asked the FD agent if they could look into this, and pointed out that it specifically said "Participating Restaurants". To their credit, they did make a serious effort (or at least it looked like a serious effort) to try to figure this out, and called a number of people, as well as finding a manager to see about the discount.

Sadly, no dice. I was told again that the discount doesn't apply. So at this point waiting to hear from the Lurker hopefully with some good news.
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Old Jun 3, 20, 9:45 am
  #11  
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Originally Posted by justned View Post
I learned my lesson, always ask before making a reservation.
Originally Posted by falcon9xr View Post
Yea I'm definitely going to ask from now on. I don't think I would have eaten at the restaurant if I knew ahead of time that the 20% discount was not going to apply.
Voting with our feet (when the discount is denied before dining) might be our best remedy — followed up with a notification to Marriott Bonv°y about noncompliance with published policies and restaurant listings.

Frankly, it might be more effective to inquire with the restaurant table service staff, escalating to the restaurant manager, before walking out upon denial. The more who do this, the better.

Perhaps we should make a wiki for this thread listing the hotels & restaurants where this is happening? Knowledge is power.
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Old Jun 3, 20, 10:01 am
  #12  
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Originally Posted by justned View Post
Something similar to me happened at Ritz Kyoto where they had a French or Italian restaurant on-site and listed as a participating one. When I asked for the bill and 20% discount with the printed list, the server was confused and had to ask the manager. Then the manager came over and give me a small card which lists all the dates excluded from the discount. It was like using a best buy coupon where the exclusion are so extensive it would be better to just list the available dates, basically blacking out high season months and all weekends. I got quite angry since the only reason I would dine there was for the 20% discount or there would tons of other options in Kyoto. The manager apologized and offered a beer charge waived from the bill which was a ridiculous $10 off a $500 bill. In the end we met half way, but it shows how disorganize Marriott is. The manager said they have no control over the website and the offer is not updated frequently, but that is no way a customers fault. I even mentioned to the manager this is a shady practice and false advertising and informed Ritz Kyoto management.
I learned my lesson, always ask before making a reservation.
Are dates mentioned at all in the T&C for the offer?
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Old Jun 3, 20, 1:50 pm
  #13  
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Originally Posted by MSPeconomist View Post
Are dates mentioned at all in the T&C for the offer?
I don't see any dates in the T&C. I've been visiting Asia (specifically Korea) a couple of times over the past few years and I've seen the offer pretty regularly posted around hotels or on the website. Don't know when it started though. May have been after the merge?
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Old Jun 3, 20, 1:53 pm
  #14  
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Originally Posted by falcon9xr View Post
I don't see any dates in the T&C. I've been visiting Asia (specifically Korea) a couple of times over the past few years and I've seen the offer pretty regularly posted around hotels or on the website. Don't know when it started though. May have been after the merge?
Even if the dates aren't listed in the T&C, is there a vague statement somewhere that says dates might be restricted or limited? That would give the restaurant a "you should have checked or asked us" easy out.
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Old Jun 3, 20, 11:39 pm
  #15  
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Originally Posted by falcon9xr View Post
Yea I'm definitely going to ask from now on. I don't think I would have eaten at the restaurant if I knew ahead of time that the 20% discount was not going to apply.

Just to provide another update. When I checked out, I asked the FD agent if they could look into this, and pointed out that it specifically said "Participating Restaurants". To their credit, they did make a serious effort (or at least it looked like a serious effort) to try to figure this out, and called a number of people, as well as finding a manager to see about the discount.

Sadly, no dice. I was told again that the discount doesn't apply. So at this point waiting to hear from the Lurker hopefully with some good news.
Ok, so I think the Lurker has made efforts to inform the hotel about this situation, as I received an email from the hotel's Duty Manager today.

Relevant portion reads:
We deeply understand your concern and our management has carefully reviewed your points of view, of course, Chef de Grill is belong to our hotel.

However, I regret to tell you member discount for the Chef de Grill is not available for this case which means Chef de Grill offers concessionary rate of the cover price already.

To be accurate, the reason why Chef de Grill is non-discounted part, is not because the restaurant is not operated by the hotel but because it is already discounted set menu by the promotion.

We would like to present our sincere apologies for the confusion caused by lack of communication, if you dont't(sic) mind we would like to offer you the 5,000 Marriott Bonvoy points as good will gesture.
So they are saying that Chef de Grill is part of the hotel, and normally the discount would apply, but not in my particular case because I ordered a combo set. I did order a combo set, but I also ordered items a la carte from the menu. I have sent a response with a photo of my receipt asking why the discount doesn't apply to the stuff I ordered a la carte and asked them to look into that.

Unfortunately I think that 5k points may be the best case scenario here, but I'll wait for their response.
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