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"
Feb 26, 2019, 10:01 am
#1
Original Poster
Join Date: Jan 2000
Programs: UA 1k, AA EXPLT, NZ GE, VA PLT Hyatt Diam, Marr Plat, HH Diam
Posts: 3,445
FAQ : The Marriott Bonvoy "Ultimate Reservation Guarantee"
Staying at a CY in Houston that says the Plat welcome gift is a choice of 500 points or a $10 FB credit max for the stay and regardless of our double occupancy. From the rules, it’s supposed to be a choice of 500 points per stay or $10 FB credit per guest (max 2 guests) per day. Reached out to the Bonvoy Assist via twitter but no response. In these circumstances, how do I collect on the $50 elite compensation benefit and also ensure that the correct FB credit is provided? I’ve stayed at this hotel many times previously and their staff have been told that the FB credit is only per stay, not per night. The staff here are awesome, BTW. Great hotel, other than what I assume is a misunderstanding of the benefit.
Moderator Note :
This thread was restarted upon the launch of Marriott Bonvoy.
Pre-Bonvoy discussion is here :
FAQ : Marriott "The Ultimate Reservation Guarantee" (pre-Bonvoy) - FlyerTalk Forums
Moderator Note :
This thread was restarted upon the launch of Marriott Bonvoy.
Pre-Bonvoy discussion is here :
FAQ : Marriott "The Ultimate Reservation Guarantee" (pre-Bonvoy) - FlyerTalk Forums
Last edited by Oxon Flyer; Jun 5, 2022 at 7:04 am Reason: Add moderator note
Feb 26, 2019, 10:03 am
#2
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
Staying at a CY in Houston that says the Plat welcome gift is a choice of 500 points or a $10 FB credit max for the stay and regardless of our double occupancy. From the rules, it’s supposed to be a choice of 500 points per stay or $10 FB per guest (max 2 guests) per day. Reached out to the Bonvoy Assist via twitter but no response. In these circumstances, how do I collect on the elite compensation benefit and also ensure that the correct FB credit is provided? I’ve stayed at this hotel many times previously and their staff have been told that the FB credit is per stay, not per night.
Feb 26, 2019, 10:12 am
#4
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,114
Ask for the hotel GM. The guarantee has to be asked for before you leave the property. You can show the GM the appropriate T&Cs/guarantee verbiage, ask him for the $50, & tell him to educate his FDCs.
Cheers.
Cheers.
Feb 26, 2019, 10:26 am
#5
Join Date: Aug 2018
Posts: 902
Feb 26, 2019, 10:27 am
#6
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 690
Feb 26, 2019, 10:48 am
#8
Join Date: Jan 2014
Posts: 687
If you check in via the app it defaults to the points and clearly states if you want something different, you need to ask. The $50 compensation would be if you asked for breakfast and they said they do not provide breakfast. They should ask what you would like but this isn't "they didn't ask, hand me $50" rather I asked and they did not have the amenity per the T&Cs.
Feb 26, 2019, 11:03 am
#9
Join Date: Feb 2015
Posts: 188
If you check in via the app it defaults to the points and clearly states if you want something different, you need to ask. The $50 compensation would be if you asked for breakfast and they said they do not provide breakfast. They should ask what you would like but this isn't "they didn't ask, hand me $50" rather I asked and they did not have the amenity per the T&Cs.
Feb 26, 2019, 11:42 am
#10
Original Poster
Join Date: Jan 2000
Programs: UA 1k, AA EXPLT, NZ GE, VA PLT Hyatt Diam, Marr Plat, HH Diam
Posts: 3,445
I didn’t use the app. Regular check in. It was my understanding that the different elite compensations kick in when any of brand benefits aren’t offered at check in, and it’s not just for a breakfast amenity.
Feb 26, 2019, 1:31 pm
#11
Join Date: Jan 2014
Posts: 687
I would say a front desk agent was confused on the terms but not necessarily the hotel. It would have been as simple as pulling up this page: https://www.marriott.com/loyalty/terms/default.mi and show them the section of referring to the +1 for breakfast.
Unfortunately, the most ambiguous part of the T&Cs is how to get the compensation. Most would say you need to ask for a manager, on the spot, to claim the compensation since Marriott has no retroactive way of claiming. Since the OP did not do this, there's really nothing to claim. Hopefully as soon as a manager was involved they would have quickly resolved the issue and retrained the Front Desk Associate.
Nothing to see here. Hotels will always play fast and loose with the T&Cs and it's up to the customer to enforce them.
Feb 26, 2019, 2:45 pm
#12
Join Date: Dec 2016
Programs: Marriott Titanium, IHG Spire Elite, Hilton Gold, United Silver, BA Bronze
Posts: 322
No, I just randomly posted an incoherent thought to a random thread. Where am I!?!?!
I would say a front desk agent was confused on the terms but not necessarily the hotel. It would have been as simple as pulling up this page: https://www.marriott.com/loyalty/terms/default.mi and show them the section of referring to the +1 for breakfast.
Unfortunately, the most ambiguous part of the T&Cs is how to get the compensation. Most would say you need to ask for a manager, on the spot, to claim the compensation since Marriott has no retroactive way of claiming. Since the OP did not do this, there's really nothing to claim. Hopefully as soon as a manager was involved they would have quickly resolved the issue and retrained the Front Desk Associate.
Nothing to see here. Hotels will always play fast and loose with the T&Cs and it's up to the customer to enforce them.
I would say a front desk agent was confused on the terms but not necessarily the hotel. It would have been as simple as pulling up this page: https://www.marriott.com/loyalty/terms/default.mi and show them the section of referring to the +1 for breakfast.
Unfortunately, the most ambiguous part of the T&Cs is how to get the compensation. Most would say you need to ask for a manager, on the spot, to claim the compensation since Marriott has no retroactive way of claiming. Since the OP did not do this, there's really nothing to claim. Hopefully as soon as a manager was involved they would have quickly resolved the issue and retrained the Front Desk Associate.
Nothing to see here. Hotels will always play fast and loose with the T&Cs and it's up to the customer to enforce them.
My understanding is that you notify the property whilst you are staying there to make the request. It doesn't have to be an immediate action. I've done this once at a FS Marriott via email. It took them a little bit of time to respond, but they honored the claim and paid me $100 in cash when I arrived for my next stay without any question. I honestly found the cash payout very bizarre and regretted not asking for 15,000-20,000 points instead, but they abided by the terms of the program.
Therefore, my advice to the OP, as others have said, is to raise to the GM before your departure. Unless you really want the 50 bucks, be prepared to negotiate if you would value points more.
Feb 26, 2019, 2:55 pm
#13
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,417
I've never made a claim, but my impression is that it must be done before checking out, and not necessarily by contacting a manager. You could just tell the front desk agent before you start to check out.
Feb 26, 2019, 3:04 pm
#14
Join Date: Jan 2014
Posts: 687
In the end, if you truly want the benefit, I would ask for a manager on the spot. If they do not understand the T&Cs, show them the website and I'm sure they will be happy to oblige.
If you're looking for points / financial compensation, wait until you checkout. I just don't think it's in good faith unless the property is truly trying to get out of providing elite benefits.
Feb 26, 2019, 3:14 pm
#15
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Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,417
It could be a different front desk agent or the front desk agent could realize that he/she made a mistake. If this doesn't happen, then you ask for the manager but if they say no manager is available, I think you've preserved your rights to the money according to the rules by speaking to the front desk person.