Penalty / compensation when hotels do not credit (the right amount of) points
Sep 27, 2022 | 8:20 pm
#31
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 1,401
Numerous times last year it always seemed to be me being offered the points and not getting them OR not getting anything offered at the front desk and not getting the points either even with mobile check-in. The one time I purposely didn't mobile check-in and wasn't offered anything at the desk and the Ambassador line told me they could give me the 1,000 welcome points but had to take the $100 compensation up with the hotel. The hotel refusing to give it.
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Best Regards,
Abbey L
Specialist, Social Media
Marriott International
[email protected]
Sep 28, 2022 | 12:19 pm
#34
Join Date: Sep 2009
Location: PHL
Programs: Marriott Platinum, AA Gold
Posts: 196
I recently had my only incident where I tried to claim it - front desk was useless and offered 10,000 points. Told them no that’s not how the guarantee works. Reached out to Marriott on Twitter during my stay and they reached out to hotel. After the stay (I was only there for one night),the hotel’s Director of Front Office emailed me merely promising to do better but no cash offered. Pinged Marriott on Twitter again and heard back from the Front Desk Manager who offered 30,000 points. Points never posted after 10 days so I let the Front Desk Manager know. They now agreed to post 35,000 points in my account for the delay which finally showed up a couple days later. Not $100, but worth more for a stay.
TLDR: Didn’t get the $100 but got 35,000 points after a bit of effort.
TLDR: Didn’t get the $100 but got 35,000 points after a bit of effort.
Last edited by MrRuffles; Sep 28, 2022 at 1:11 pm
Sep 28, 2022 | 12:27 pm
#35
Original Poster
Join Date: Jul 2018
Location: Italy
Programs: Accor Gold, Marriott Titanium, IHG Diamond , Amex Platinum
Posts: 1,508
I recently had my only incident where I tried to claim it - front desk was useless and offered 10,000 points. Told them no that’s not how the guarantee works. Reached out to Marriott on Twitter during my stay and they reached out to hotel. After the stay (I was only there for one night),the hotel’s Director of Front Office emailed me merely promising to do better but no cash offered. Pinged Marriott on Twitter again and heard back from the Front Desk Manager who offered 30,000 points. Points never posted after 10 days so I let the Front Desk Manager know. They now agreed to post 35,000 points in my account for the delay which finally showed up a couple days later. Not $100, but worth more for a stay.
TL
R: Didn’t get the $100 but got 35,000 points after a bit of effort.
TL
R: Didn’t get the $100 but got 35,000 points after a bit of effort.
Sep 28, 2022 | 12:55 pm
#36
Join Date: Apr 2016
Location: Singapore
Programs: ex-SPG Platinum, Marriott LTP, *G United
Posts: 265
So I received the 1000 pts and an apology from the hotel. And this is fine. Still, I guess the $100 guarantee isn't really a guarantee. The T&Cs do not state that hotels can retro-fill in with points after the fact, or offer points instead.
What form would the $100 take, I wonder? Gift card, CC credit? Or nothing, as no one ever gets this? Still curious.
What form would the $100 take, I wonder? Gift card, CC credit? Or nothing, as no one ever gets this? Still curious.
Last edited by vanabb; Sep 29, 2022 at 8:03 am Reason: content