Recommendations on how to proceed with complaint
Dec 18, 2010 | 8:55 am
#1
Original Poster
Used to be HSDebateCoach
Join Date: Dec 2010
Location: SJC/SFO/OAK
Programs: DL Plat, UA Plat, MR Plat Premier, Hertz Presidents Circle
Posts: 229
Recommendations on how to proceed with complaint
I travel almost every weekend with our team and we always stay at Marriott properties and if I have ever had an issue, it usually gets followed up with immediately (which is part of why our program has three Plat coaches). So I would love some advice on how to proceed on this issue because it has been a month and it has not been resolved.
In late November, our program booked 18 rooms between four Platinum members at the CY Chicago Glenview/Northbrook for five nights. I had three QQ suites and a K suite. Upon checking in, I was told the guests staying in the QQ suites had extended their stay, and originally we were going to be given K suites instead. I explained this wasn't going to work as I have 5 students staying in the room and this would be beyond uncomfortable (not to mention the room type guarantee which I believe kicks in here, but I could be wrong).
The hotel's fix was to give us adjoining king rooms with either a rollaway or sofabed in one of the rooms. They were quick to make these changes and they said they were charging us the same price as the suites. Only problem was that they split the cost between the two rooms under two separate reservation numbers. For all three former QQ suites. So I now have seven rooms but 6 are for half the price of the previous reservations.
This meant when I got points for three rooms, I actually only got points for two of my original reservation (33% fewer points). I have now called the hotel three times, been directed by the front desk to supposed managers, left voicemails, and have never received a callback.
How should I proceed if the voicemails are not being returned?
Thanks!
In late November, our program booked 18 rooms between four Platinum members at the CY Chicago Glenview/Northbrook for five nights. I had three QQ suites and a K suite. Upon checking in, I was told the guests staying in the QQ suites had extended their stay, and originally we were going to be given K suites instead. I explained this wasn't going to work as I have 5 students staying in the room and this would be beyond uncomfortable (not to mention the room type guarantee which I believe kicks in here, but I could be wrong).
The hotel's fix was to give us adjoining king rooms with either a rollaway or sofabed in one of the rooms. They were quick to make these changes and they said they were charging us the same price as the suites. Only problem was that they split the cost between the two rooms under two separate reservation numbers. For all three former QQ suites. So I now have seven rooms but 6 are for half the price of the previous reservations.
This meant when I got points for three rooms, I actually only got points for two of my original reservation (33% fewer points). I have now called the hotel three times, been directed by the front desk to supposed managers, left voicemails, and have never received a callback.
How should I proceed if the voicemails are not being returned?
Thanks!
Dec 18, 2010 | 10:46 am
#2
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
The property has had ample time to resolve the issue. Contact MR Platinum Desk and enlist their assistance in getting this taken care of. They should make this right and don't be surprised if there is an extra bump for not taking care of it on first contact. And don't be shy about suggesting they pay up for the failure to provide guaranteed room type.
Dec 18, 2010 | 10:59 am
#3
Join Date: Apr 2009
Location: CLEveland, OH USA
Programs: CO PresPlat, UA GS, Marriott Platinum, HHonors Diamond, Fairmont Premier, BA Silver, AVIS PresCircle
Posts: 580
"room type Guarantee" is a bit of a misnomer. They guarantee actually "bed type". From MR T&C:
Guaranteed Room Type: Guaranteed priority for Your requested type of bed. Subject to availability at participating locations only for North America when your qualifying Elite level and specific preference are noted on the reservation for your stay. (Pillow, room location, extra bed, crib requests, etc. are not included in Guarantee.) Outside U.S. and Canada: smoking/non-smoking preferences may also be given priority, based on availability; exact bed sizes may vary.
So if you reserved 2 beds, and they gave you 2 rooms each with a king bed, then they have satisfied this requirement.
At check out you should have ensured they had all the charges posted on maximum of 3 folios to ensure your points post correctly as required under the T&C as well:
A Member is eligible to receive Points/Miles for staying at participating Marriott brand hotels or Ritz-Carlton hotels for his/her room and up to two additional rooms. At least one of the rooms must be reserved and registered in the Member's name and the Member must pay for all rooms, which payment arrangement must be requested at time of hotel check-in. The Member must also stay in one of the rooms. To ensure Points are automatically posted to the correct Membership Account, the Member's Rewards Program Membership Number must be present on his/her room folio and up to two additional rooms, as applicable.
But from a customer service standpoint, I agree they should be accommodating you after the fact in this special situation.
Guaranteed Room Type: Guaranteed priority for Your requested type of bed. Subject to availability at participating locations only for North America when your qualifying Elite level and specific preference are noted on the reservation for your stay. (Pillow, room location, extra bed, crib requests, etc. are not included in Guarantee.) Outside U.S. and Canada: smoking/non-smoking preferences may also be given priority, based on availability; exact bed sizes may vary.
So if you reserved 2 beds, and they gave you 2 rooms each with a king bed, then they have satisfied this requirement.
At check out you should have ensured they had all the charges posted on maximum of 3 folios to ensure your points post correctly as required under the T&C as well:
A Member is eligible to receive Points/Miles for staying at participating Marriott brand hotels or Ritz-Carlton hotels for his/her room and up to two additional rooms. At least one of the rooms must be reserved and registered in the Member's name and the Member must pay for all rooms, which payment arrangement must be requested at time of hotel check-in. The Member must also stay in one of the rooms. To ensure Points are automatically posted to the correct Membership Account, the Member's Rewards Program Membership Number must be present on his/her room folio and up to two additional rooms, as applicable.
But from a customer service standpoint, I agree they should be accommodating you after the fact in this special situation.
Dec 23, 2010 | 11:16 am
#4
Original Poster
Used to be HSDebateCoach
Join Date: Dec 2010
Location: SJC/SFO/OAK
Programs: DL Plat, UA Plat, MR Plat Premier, Hertz Presidents Circle
Posts: 229
A quick follow-up that after a brief phone call, the points for the room were credited.
To clarify for the above poster's comments, I did check to see if the divided rooms would show up on combined folios and was told they were set-up as suites in the computer and it wouldn't be a problem.
(And I was totally satisfied with the adjoining king rooms instead of the QQ suite, but it took some haggling to convince the front desk that a regular QQ room was not the same as a QQ suite with a sofabed).
To clarify for the above poster's comments, I did check to see if the divided rooms would show up on combined folios and was told they were set-up as suites in the computer and it wouldn't be a problem.
(And I was totally satisfied with the adjoining king rooms instead of the QQ suite, but it took some haggling to convince the front desk that a regular QQ room was not the same as a QQ suite with a sofabed).