Marriott property not honoring Titanium reservation guarantee
Apr 17, 2022, 9:18 pm
#32
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: 15,003
Marriott does have a large footprint, which can be useful. After a while, one gets accustomed to being Bonv°yed. It also helps to keep one's expectations low.
I do agree that a prudent traveller should maintain status in at least one other major hotel chain, given that Marriott can never fully be relied upon. (See, for example, the abrupt cessation of new qualification to become lifetime Marriott Bonv°y Titanium Elite, effective Monday, 31 December 2018.)
I do agree that a prudent traveller should maintain status in at least one other major hotel chain, given that Marriott can never fully be relied upon. (See, for example, the abrupt cessation of new qualification to become lifetime Marriott Bonv°y Titanium Elite, effective Monday, 31 December 2018.)
Apr 18, 2022, 11:50 am
#33
Join Date: Feb 2019
Posts: 3,097
In my opinion, the worst part of what rubystone wrote at the top of this thread is this:
What an incompetent, poorly informed manager!
Every manager at Marriott's 7,000+ properties across 131 countries needs to be fully aware of the Ultimate Reservation Guarantee, all other Marriott Bonvoy Elite Benefit Guarantees, and what compensation is due when a property fails to provide a guaranteed benefit to an Elite guest. The purpose of compensation is to be painful for hotels, thereby ensuring that published benefits are properly delivered.
Every front desk employee -- even the newest hire -- should be aware of the guarantees and compensation. It's an integral part of the job.
What an incompetent, poorly informed manager!
Every manager at Marriott's 7,000+ properties across 131 countries needs to be fully aware of the Ultimate Reservation Guarantee, all other Marriott Bonvoy Elite Benefit Guarantees, and what compensation is due when a property fails to provide a guaranteed benefit to an Elite guest. The purpose of compensation is to be painful for hotels, thereby ensuring that published benefits are properly delivered.
Every front desk employee -- even the newest hire -- should be aware of the guarantees and compensation. It's an integral part of the job.
Occasionally they'll have a guest like OP that will continue escalating but most will just give up. They come out ahead.
Apr 18, 2022, 12:31 pm
#34
FlyerTalk Evangelist
Join Date: Nov 2001
Location: Wanting First. Buying First.
Programs: Lifetime Executive Diamond Platinum VIP with Braniff, Eastern, Midway, National & Pan Am
Posts: 17,481
As the Ultimate Reservation Guarantee is a published benefit with defined cash compensation and you can prove same by screenshotting the terms and conditions, this would be the easiest small claims court action ever.
Suing these bozos in SCC would be easier than all the stress and drama OP has already endured.
Suing these bozos in SCC would be easier than all the stress and drama OP has already endured.
Apr 19, 2022, 10:39 pm
#35
Original Poster
Join Date: Apr 2013
Posts: 50
Quick update. Four days since email and the property manager hasn’t responded. No points posted nor the statement credit.
Followed up with property and ambassador again. Frustrating that they don’t want to honor an advertised policy. Almost like a bait and switch.
Followed up with property and ambassador again. Frustrating that they don’t want to honor an advertised policy. Almost like a bait and switch.
Apr 21, 2022, 7:26 am
#37
Join Date: Mar 2001
Location: Ann Arbor, Michigan USA
Programs: Marriott lifetime Titanium, Delta Platinum
Posts: 5,470
Hotel and Marriott response outrageous.
Don't understand why Bonvoy Lurkers haven't responded.
Apr 21, 2022, 4:00 pm
#39
Join Date: Mar 2010
Posts: 1,324
It's a pretty basic fact that hotels overbook. So do airlines. Not unique to Marriott by a long shot. The point is that Marriott promises elites that they'll get extra compensation if they are bumped. Which should be a disincentive to hotels to bump them, except that Marriott doesn't enforce its own rules.
Apr 21, 2022, 4:16 pm
#40
Join Date: May 2002
Programs: WN F9 HA UA AA IHG HH MR
Posts: 3,305
Apr 21, 2022, 4:48 pm
#41
Join Date: Mar 2010
Posts: 1,324
Well hopefully if enough of us give more stays to the competition Marriott will have a program revamp by 2025. My recommendations to Marriott are keep Ambassador status but increase bonus to 100% and stop pretending there is some special customer service attached to this elite level. Give milestone bonus every 10 nights from 20 to 100 nights like Hyatt and IHG is planning. It’s a lot more fun receiving a bonus every 10 nights rather than at 50 and 75. Finally change the program name to maybe Marriott Rewards or going further back to Marriott Honor Guest and deliver better general customer service like the old days.
Apr 21, 2022, 6:11 pm
#42
Join Date: Jun 2000
Location: NYC -- UA 1K; SPG Platinum; HH Diamond.
Posts: 2,910
With the horrible stories that we’ve been reading on this forum over the last several months/years regarding the flaunting of the rules by properties and Marriott’s inaction, including this saga, and the upcoming massive devaluation that’s coming in 2023, elite members should carefully re-examine their relationship with this terrible organization that treats its most loyal customers like crap.
PS can we please stop posting about what the Lurkers can do? It’s a total joke.
PS can we please stop posting about what the Lurkers can do? It’s a total joke.
Apr 21, 2022, 6:57 pm
#43
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: 15,003
Each such incident is adding to the popular usage of "Bonv°yed" in the extraordinarily pejorative sense, somewhat like how Xerox and Google have become popular (not negative) verbs.
The more people who use "Bonvoyed" in their everyday speech, the more institutional pressure Marriott will face to change its anti-consumer practices.
As the Marriott footprint expands, the more weight this [mis-] usage carries.
Raise awareness of getting Bonv°yed. Use the past tense and past participle verbs! It's one of the few, and more effective, tools we have left.
The more people who use "Bonvoyed" in their everyday speech, the more institutional pressure Marriott will face to change its anti-consumer practices.
As the Marriott footprint expands, the more weight this [mis-] usage carries.
Raise awareness of getting Bonv°yed. Use the past tense and past participle verbs! It's one of the few, and more effective, tools we have left.
Apr 22, 2022, 3:22 am
#44
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,173
Each such incident is adding to the popular usage of "Bonv°yed" in the extraordinarily pejorative sense, somewhat like how Xerox and Google have become popular (not negative) verbs.
The more people who use "Bonvoyed" in their everyday speech, the more institutional pressure Marriott will face to change its anti-consumer practices.
As the Marriott footprint expands, the more weight this [mis-] usage carries.
Raise awareness of getting Bonv°yed. Use the past tense and past participle verbs! It's one of the few, and more effective, tools we have left.
The more people who use "Bonvoyed" in their everyday speech, the more institutional pressure Marriott will face to change its anti-consumer practices.
As the Marriott footprint expands, the more weight this [mis-] usage carries.
Raise awareness of getting Bonv°yed. Use the past tense and past participle verbs! It's one of the few, and more effective, tools we have left.
Here’s the clip: