Replacing Annual Choice Benefit
 

Hi everyone,

I am reaching out to seek advice on an issue I am experiencing with my Marriott. I was upgraded to Titanium status on the last night of the year, however, I have not received any email notification for this upgrade, and as a result, I was not given the option to choose a new award.

On January 17th, I received an automatic selection for the 5 Suite Night Awards. However, I have had bad experiences with this award as I often receive one of two responses when trying to use it: either my reservation is not eligible, or it is declined in the end. I have reached out to Marriott Bonvoy, requesting a replacement award, but they have informed me that there are no exceptions and that I should read the terms and conditions or check my spam folder. I asked them to prove that an email has been sent, but well you know.... nothing.

This has been a very frustrating experience for me, and I feel they just don't care. I have also asked them to check how many times I have been rejected for this award, but they have not been responsive. I am so disappointed that they would offer an award that cannot be used.

Thank you for taking the time.

Hi Shape,

Welcome to Flyertalk, and sorry that you're joining under unhappy circumstances. I think you are unfortunately stuck as the cut-off is fairly strictly applied, there are many discussions on this topic here: https://www.flyertalk.com/forum/marr...e-benefit.html

I must say from my own experience the suite nights do come in handy and those are what I choose at the 50 nights mark, so hopefully you can find a way to use them. Note they aren't valid at certain brands and so on.

So you knew you'd make 75 nights, but you wanted Marriott to notify you? Mmmmm.

SNAs are very useful, I already used a few this year. They don't always clear, but if you are truly staying 75 nights a year you will find ample opportunity to use them.

IME Marriott won't change choice benefits.

Agree! I had the missed the deadline (forgetful me) in 2022; called a couple of times; spoke with supervisor; no success. So, this year, I made it a point to select my 75-night choice before the deadline. Just make sure you don't make the mistake in the future.

alextktan

[QUOTE=cfischer;35018503]So you knew you'd make 75 nights, but you wanted Marriott to notify you? Mmmmm.TBH, I do. Marriott sent an email about a restaurant promotion in Singapore, so as a member, I expected to receive an email about being upgraded or needing to choose my reward instead of opening the app once a day.

I have learned a lesson, but I feel surprised by the level of customer service. They kept saying that the email was probably in the spam folder, while it's a common issue (as seen in the thread above). I don't understand why there is a problem with changing a reward or being flexible with customers who spend 20% of the year at their properties. That's not how I was trained to see a client.

Thank you for the replies, and I'll update if there is any good news

[QUOTE=Shape;35020588]It is likely likely IT related to ensure they go into the correct year and expire at the correct time.

Also why have a deadline and then allow people to circumvent it. You mention the amount you stay meaning the should look past the rules, but actually for the reward you wish them to change you are the least loyal client as you scraped into it. Say you had done 150 nights and made a mistake, at that point maybe some bending if the rules could be hoped for, but not when you just scraped in for the benefit.

It is strange on the email, but you have had SNAs previously so I assume you have known the fact you need to choose? The email will be automated so seems unlikely it wasn't sent, more likely is a spam issue and that isn't exactly in Marriotts control. So no harm in you asking them, but I don't think feeling hard done by on this occasion is fair on Marriott.

[QUOTE=Shape;35020588]I can't remember ever getting an email telling me I'd hit 50 or 75 nights and could therefore make the choice selection and I've reached both thresholds for the last nine years. Also not in any of my spam filters. I didn't get an email announcing my Lifetime Platinum achievement either. My expectations are therefore not to get account-related emails from Bonvoy ever and I take personal responsibility to make the annual choice benefits myself. Certainly the ability to make the selection on line after passing the 50 or 75 night threshold is not related to receiving an email about it. I do get irrelevant marketing emails from them so the email address they have is correct. Given the numerous reports on the relevant thread that Marriott won't change your choice benefit after it's selected (or defaulted in your case) I wouldn't hold my breath to get it changed no matter how valuable a customer you think you are.

[QUOTE=ftrichard;35022658]Similar, I also don't think I have gotten this email, and I think there is likely a process flaw for those only just making it around the year end. So for example, on 22 December 2021 I received this email (searching my email for "Annual Choice Benefit") - this is as I was delaying to see if I could make to 75 nights organically, or was going to use the 5EQNs to hit the next level (which I did in the end). In this case I had already chosen my two benefits on 19 and 21 December, so there is a clear cut-off sometime before 18 December in 2021 when they identified the population for the mass mailing reminder:

Is the email the only way that you can pick the ACB? I don't get the email for whatever reason but I have called. Will it be on the app or website after I reach 50 and 75?

I have used my 50- and 75-night Annual Choice Benefit (ACB) for years without ever relying upon an e-mail. Yes, it will be available online. :tu:

Where would it be on the website? I would prefer not to call.

Here's how I find it. Click on: Overview > Details (link under nights this year #) > See your benefits (link under your current status). Scroll down to Annual Choice Benefit where you will be able to choose your platinum and titanium choices when eligible.

There is a thread here called Annual Choice Benefit. The link to choose your benefit is in the wiki.

There it is. :tu:

https://choice-benefit.marriott.com

It will be available for selection "next month". I actually had it bookmarked. :o

https://www.flyertalk.com/forum/marr...e-benefit.html

It said available "next month" in mid-January too, so we'll see. Hopefully they do better than last year when I don't think it was ready until closer to April. I have an early March stay coming up that I would love to use some new SNAs on, but not too hopeful they'll have it up and running before then.