Jun 5, 2022, 7:05 am
Last edit by: Oxon Flyer
Ultimate reservation guarantee for the Bonvoy program:
https://www.marriott.com/loyalty/mem...i#Arrival_gift
https://www.marriott.com/loyalty/mem...i#Arrival_gift
FAQ : The Marriott Bonvoy "Ultimate Reservation Guarantee"
Dec 8, 2019, 6:12 pm
#91
Join Date: Feb 2017
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Need more info on the stain. If it was just a stain and dry then I’d make do given the circumstances and then ask for remuneration in the morning.
asking for URG twice is absolutely hilarious regardless of the reason.
asking for URG twice is absolutely hilarious regardless of the reason.
Dec 8, 2019, 6:14 pm
#92
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If the "lady" only has Titanium status, why is she talking with a (VIP?) Ambassador at all?
Last edited by MSPeconomist; Dec 9, 2019 at 6:52 pm
Dec 8, 2019, 8:08 pm
#93
Join Date: Feb 2016
Location: HOME
Programs: HH Dia;SPG Plat;Marriott Plat;GHA Black
Posts: 335
Sheraton Valley Forge Hotel to Residence Inn Exton is 20 minutes drive
Residence Inn to Courtyard Exton is 15 minutes drive
you should also ask Lyft to reimburse the hundreds of dollars fare, what a scam
Residence Inn to Courtyard Exton is 15 minutes drive
you should also ask Lyft to reimburse the hundreds of dollars fare, what a scam
Dec 8, 2019, 9:12 pm
#94
Join Date: Jan 2014
Location: Denver, Colorado
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It is interesting in this age of smart phones, (Even hold flip phones have cameras) that no one seems to be able to take pictures of the problem before coming on here and complaining. Just saying.
Dec 8, 2019, 10:06 pm
#95
Join Date: May 2002
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When I called later and spoke with VIP ambassador (during my honeymoon, no less) he accused Lady of "embellishing" the events, and kept reiterating that she "chose to leave" - even though the staff advised her against staying and they declared the room unlivable... My lady is Titanium status and is going for the same this year, but even if she were staying for a Marriott for the first time nobody deserves to be treated this way!
Dec 9, 2019, 12:43 am
#96
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And, as is often the case with threads like this, I expect that there's more to this story.
Dec 9, 2019, 3:23 am
#97
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Did you get a refund of your suite at the Sheraton? Did you pay for your room at the Courtyard?
I think it's fair you pay for the Courtyard room since you actually spent the night there and then get one time Ultimate Reservation guarantee.
Try to claim the transport if you have receipts - I haven't tried Lyft but my experience with Uber is not so great, I ended up paying 30% more than the price they quoted, if it's half an hour ride and you use a big lyft (if you have a lot of bags), then it could easily end up with a $50 dollar ride one way.
I think it's fair you pay for the Courtyard room since you actually spent the night there and then get one time Ultimate Reservation guarantee.
Try to claim the transport if you have receipts - I haven't tried Lyft but my experience with Uber is not so great, I ended up paying 30% more than the price they quoted, if it's half an hour ride and you use a big lyft (if you have a lot of bags), then it could easily end up with a $50 dollar ride one way.
Dec 9, 2019, 3:42 am
#98
Join Date: Feb 2013
Location: Miami, FL
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Hundreds of dollars in Lyft rides seems an exaggeration as well.
OP - please explain or provide pictures if you want us to take your gripe more seriously.
Dec 9, 2019, 4:28 am
#99
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12:30am checkin to a room with a stained carpet. Get into bed, go to sleep, there’s bigger things to worry about, it could take a couple of hours and cab rides and who wants all that hassle. It’s a water stain!
Oh and the title of this thread is that the “Ultimate Guarantee is a scam” - even though the one hotel that didn’t honour the reservation, the Residence Inn, actually paid out on it.
This is clearly a Hyperbole rant thread - I wonder where the truth actually lies? Because the title here is definitely NOT the truth - dragonfang you need to be aware that by your own admission the Ultimate Reservation Guarantee isn’t a scam, it paid out! You said so!
Oh and the title of this thread is that the “Ultimate Guarantee is a scam” - even though the one hotel that didn’t honour the reservation, the Residence Inn, actually paid out on it.
This is clearly a Hyperbole rant thread - I wonder where the truth actually lies? Because the title here is definitely NOT the truth - dragonfang you need to be aware that by your own admission the Ultimate Reservation Guarantee isn’t a scam, it paid out! You said so!
Dec 9, 2019, 4:53 am
#100
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Posted in Insiders, but thought I'd post here too.
Lady stayed at the King of Prussia Hotels | Sheraton Valley Forge Hotel and what a nightmare that was:
Thus: two hour delay, hour or so wasted commuting in the morning, hundreds of dollars spent on Lyft rides.
We expect Marriott to honor the Ultimate Reservation Guarantee - Elite Member Benefits Guarantee | Marriott Bonvoy for $200 and 90,000 points from SVF, and $100 and 90,000 points from ResInn Exton.
What's happened since:
Extremely frustrating experience, especially with the woefully undertrained staff making life more difficult in wee hours of the morning, and a VIP ambassador who clearly does not care at all about guests or guest experience, instead going full combative and accusatory.
If anyone has any thoughts or suggestions on how to resolve this situation that would be fantastic. My lady is Titanium status and is going for the same this year, but even if she were staying for a Marriott for the first time nobody deserves to be treated this way!
Lady stayed at the King of Prussia Hotels | Sheraton Valley Forge Hotel and what a nightmare that was:
- Checked in at 12:30am with an agent
- Found calcified water stain in suite stretching from bedroom to living room and confirmed by security guard on duty
- Offered to stay in the room - in a cot, in a different room, and the security guard recommended against that.
- Room was unlivable - as verified by the staff and security guard.
- Asked for options and agent was supremely unhelpful and untrained ("deer in headlights") only saying that the hotel was full. Agent called general reservations line and then, an hour later, showed up at ResInn Exton.
- ResInn Exton says no vacancy and then sent Lady to another hotel (Courtyard Exton) and arrives after another hour - it's now 2:30am.
Thus: two hour delay, hour or so wasted commuting in the morning, hundreds of dollars spent on Lyft rides.
We expect Marriott to honor the Ultimate Reservation Guarantee - Elite Member Benefits Guarantee | Marriott Bonvoy for $200 and 90,000 points from SVF, and $100 and 90,000 points from ResInn Exton.
What's happened since:
- ResInn Exton sent 90,000 points immediately and promised the $100 check to us (after a little followup). They were apologetic, and I appreciated their getting back to me.
- SVF denied URG, provided only 25,000 points.
- When I called later and spoke with VIP ambassador (during my honeymoon, no less) he accused Lady of "embellishing" the events, and kept reiterating that she "chose to leave" - even though the staff advised her against staying and they declared the room unlivable.
- I emailed Arne Sorenson and any other C-suite marriott person I could find trying to file a formal complaint against the property and the VIP ambassador, but they just blew it off, forwarding the email to the GM of SVF, who responded basically saying tough luck you got 25,000 points and a refund for the night (that she didn't stay!)
Extremely frustrating experience, especially with the woefully undertrained staff making life more difficult in wee hours of the morning, and a VIP ambassador who clearly does not care at all about guests or guest experience, instead going full combative and accusatory.
If anyone has any thoughts or suggestions on how to resolve this situation that would be fantastic. My lady is Titanium status and is going for the same this year, but even if she were staying for a Marriott for the first time nobody deserves to be treated this way!
You showed up at a hotel in the middle of the night with an agent (like FBI or travel agent?) or do you mean the front desk staff? I ask because later you speak of a 'lady' like she's your client. Are you the travel agent?
Not sure what a calcified water stain is, or how a security guard is qualified to claim that a room is 'unliveable' because of a water stain.
But the hotel is otherwise full and you or the 'lady' were walked to another hotel. The time of night is irrelevant, as this could just as easily have happened in the afternoon.
The points were refunded but you want them again? Why? The whole thing sounds embellished and exaggerated to me.
Dec 9, 2019, 7:35 am
#103
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No lady invites a security guard into her room at 12:30 am to render an opinion on whether a stain makes the suite unlivable or not.....and no security guard who wants to keep his/her job would criticize the standards of his/her employer's room cleaning and maintenance to a customer and suggest that the customer move to a different hotel.
Dec 9, 2019, 8:52 am
#104
Join Date: Jun 2016
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We don't need to be critical of the OP and take his words for it, and treat it objectively, no need to scorn him or accuse him, if you don't believe he is telling the truth, simply ignore the post and let it die.
As for my take, assuming you're telling the truth, which is always a courtesy from one FlyerTalk poster to another unless proven otherwise.
1) Why does calcified water stain make a room unlivable? To my American friends, I believe the OP means what we would call Hard Water Stains. They are annoying, and recommended to be cleaned up and do away with ASAP, but they are not dangerous and doesn't pose any health risks like moles. I believe it's the wrong call to have a security officer and a staff to declare a room "unlivable" based on hard water stains. Unless you're really trying to say moles, then that's a completely different story.
2) It is wrong for them to send you to Residence Inn without a confirmed room. This again can be two cases: 1) Did they confirmed a room but Residence Inn drop the ball later? 2) They didn't and simply sent you there.
3) As for compensation. I really believe Residence Inn owes you nothing because your lady was sent there and not reserved with them directly. I am actually very surprise they give you 90,000 points and cash. Although I don't typically stay at Residence Inn, but they will be on good terms in my book next time I'm in the area.
4) Your chief complain should be with SVF directly. But again, hard water stain... I'm sorry... that shouldn't be reason to declare a room unlivable. Again, assuming you're not trying to say mole, I think this one is tough.
All in all, I would say, be happy with the 115,000 points and $100 check you've already gotten. Exton has a lot of great restaurants, hope that made up for the bad feelings.
As for my take, assuming you're telling the truth, which is always a courtesy from one FlyerTalk poster to another unless proven otherwise.
1) Why does calcified water stain make a room unlivable? To my American friends, I believe the OP means what we would call Hard Water Stains. They are annoying, and recommended to be cleaned up and do away with ASAP, but they are not dangerous and doesn't pose any health risks like moles. I believe it's the wrong call to have a security officer and a staff to declare a room "unlivable" based on hard water stains. Unless you're really trying to say moles, then that's a completely different story.
2) It is wrong for them to send you to Residence Inn without a confirmed room. This again can be two cases: 1) Did they confirmed a room but Residence Inn drop the ball later? 2) They didn't and simply sent you there.
3) As for compensation. I really believe Residence Inn owes you nothing because your lady was sent there and not reserved with them directly. I am actually very surprise they give you 90,000 points and cash. Although I don't typically stay at Residence Inn, but they will be on good terms in my book next time I'm in the area.
4) Your chief complain should be with SVF directly. But again, hard water stain... I'm sorry... that shouldn't be reason to declare a room unlivable. Again, assuming you're not trying to say mole, I think this one is tough.
All in all, I would say, be happy with the 115,000 points and $100 check you've already gotten. Exton has a lot of great restaurants, hope that made up for the bad feelings.
Dec 9, 2019, 8:57 am
#105
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1) Why does calcified water stain make a room unlivable? To my American friends, I believe the OP means what we would call Hard Water Stains. They are annoying, and recommended to be cleaned up and do away with ASAP, but they are not dangerous and doesn't pose any health risks like moles. I believe it's the wrong call to have a security officer and a staff to declare a room "unlivable" based on hard water stains. Unless you're really trying to say moles, then that's a completely different story.