Questions about "The Ultimate Guarantee" [Merged threads]

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Ultimate reservation guarantee for combined program:
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Old Nov 30, 18, 1:07 am
  #511  
 
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Originally Posted by margarita girl View Post
Rules say you have to ask for the cash immediately, so not sure how you can not remind them!

So right before you walked away did you say "You forgot about my welcome amenity. I am now entitled to the Cash compensation"?
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Old Nov 30, 18, 6:52 am
  #512  
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Originally Posted by Marriott15 View Post
So right before you walked away did you say "You forgot about my welcome amenity. I am now entitled to the Cash compensation"?
Yes. Then the manager came over and said that because they offered free breakfast, this did not apply to them. I wasn't sure myself as the terms say:

Get more when you check in. As a Platinum or Platinum Premier Elite member, you’ll receive a special gift upon arrival at all participating hotels, offering you a choice of an amenity gift or points. If guarantee is not met, guest compensation applies.
The guarantee was met after I asked for it. I would appreciate it if the Lurkers could clarify this.
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Old Nov 30, 18, 8:36 am
  #513  
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Originally Posted by margarita girl View Post
Yes. Then the manager came over and said that because they offered free breakfast, this did not apply to them. I wasn't sure myself as the terms say:



The guarantee was met after I asked for it. I would appreciate it if the Lurkers could clarify this.
It looks like more Marriott wiggle words. It used to say that you must be offered a choice and properties would assign you points if they didn't and claim that met the program rules. But those that pushed the issue got the guarantee. I've heard of properties claim they have 24 hours or until you check-out to offer the choices. I only asked twice for the cash but reminded many properties they forgot and what that could have cost them. Just like we look for ways to maximize our benefits (sometimes called game the system), so do properties. Even if reimbursed by corporate, some feel every dollar they have to lay out comes from their bottom line that may alter their payout.
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Old Nov 30, 18, 11:00 am
  #514  
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Originally Posted by margarita girl View Post
...The guarantee was met after I asked for it. I would appreciate it if the Lurkers could clarify this.
I'm not really that familiar with this guarantee, so this is merely my understanding. But, if you called them out and asked for the $25 immediately, then I think you might have a case. If you said something like, what about my welcome amenity points, allowed them to fix the issue, and then asked to be compensated, you might not.

I guess if I were you, I would ask my Ambassador to open a case to see what comes of it.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
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Old Nov 30, 18, 11:20 am
  #515  
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Originally Posted by Starwood Lurker View Post
I'm not really that familiar with this guarantee, so this is merely my understanding. But, if you called them out and asked for the $25 immediately, then I think you might have a case. If you said something like, what about my welcome amenity points, allowed them to fix the issue, and then asked to be compensated, you might not.

I guess if I were you, I would ask my Ambassador to open a case to see what comes of it.

Best regards,

William R. Sanders
Social Media Specialist
Marriott International

[email protected]
I did say “I believe I’m eligible for the $25 guarantee” and pulled it up on my phone. The FD agent called the mgr over and he said that because the hotel offered breakfast, this did not apply. Note that breakfast was not mentioned until I brought it up. I have the mgr’s card so I will contact him directly. I doubt I get any money, but maybe some bonus pts.
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Old Dec 1, 18, 12:20 am
  #516  
 
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Originally Posted by margarita girl View Post


I did say “I believe I’m eligible for the $25 guarantee” and pulled it up on my phone. The FD agent called the mgr over and he said that because the hotel offered breakfast, this did not apply. Note that breakfast was not mentioned until I brought it up. I have the mgr’s card so I will contact him directly. I doubt I get any money, but maybe some bonus pts.
I have been in this same boat! Call and see if you can get points. I always ask for bonus points and sometimes they don't post to my account. I ask for guest compensation and they always say there is a "IT" issue
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Old Dec 1, 18, 7:20 am
  #517  
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Originally Posted by margarita girl View Post


I did say “I believe I’m eligible for the $25 guarantee” and pulled it up on my phone. The FD agent called the mgr over and he said that because the hotel offered breakfast, this did not apply. Note that breakfast was not mentioned until I brought it up. I have the mgr’s card so I will contact him directly. I doubt I get any money, but maybe some bonus pts.
Well, my stay credit just posted and all I got was the base points and elite bonus. No welcome amenity! (Of course, I'm not getting the welcome amenity on most of my stays, so I suspect that is due to Marriott's IT, but that is beside the point.) This now bolsters my case that I was not offered a welcome amenity and even after I requested the points, I still did not receive them. (I did not have breakfast, heck, I didn't even use the room as this was strictly a mattress run for my 10 brands.) Since the manager was kind enough to provide me with a business card with an EMAIL address, I fired off an email asking for goodwill points.
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Old Dec 2, 18, 1:23 am
  #518  
 
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Originally Posted by margarita girl View Post
Well, my stay credit just posted and all I got was the base points and elite bonus. No welcome amenity! (Of course, I'm not getting the welcome amenity on most of my stays, so I suspect that is due to Marriott's IT, but that is beside the point.) This now bolsters my case that I was not offered a welcome amenity and even after I requested the points, I still did not receive them. (I did not have breakfast, heck, I didn't even use the room as this was strictly a mattress run for my 10 brands.) Since the manager was kind enough to provide me with a business card with an EMAIL address, I fired off an email asking for goodwill points.
Let us know if you get any points!
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Old Dec 5, 18, 7:41 am
  #519  
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Originally Posted by margarita girl View Post
Well, my stay credit just posted and all I got was the base points and elite bonus. No welcome amenity! (Of course, I'm not getting the welcome amenity on most of my stays, so I suspect that is due to Marriott's IT, but that is beside the point.) This now bolsters my case that I was not offered a welcome amenity and even after I requested the points, I still did not receive them. (I did not have breakfast, heck, I didn't even use the room as this was strictly a mattress run for my 10 brands.) Since the manager was kind enough to provide me with a business card with an email
Originally Posted by margarita girl View Post
address, I fired off an email asking for goodwill points.



I never got a reply to the email I sent to Aloft Mgr last week. Last night I got a strange email from Marriott with the subject line BONUS CONFIRMATION.

Issued By: ALOFT XXX

Bonus : ALOFT XXX BONUS

Amount : 5000 Points

I also did a LNF at this hotel, so this could potentially be my 5000 LNF points, but I don't think so. I'll assume that's my goodwill gesture in lieu of the $25. Since the mgr didn't bother to write back, I'll assume he's not very happy about it. I will still send a thank you note.

Last edited by margarita girl; Dec 5, 18 at 7:49 am
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Old Dec 5, 18, 10:32 pm
  #520  
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Originally Posted by margarita girl View Post
I just checked into an Aloft hotel. Upgraded to ocean view room. Platinum status never mentioned nor was I offered my welcome amenity until I brought it up. Then the agent apologized and offered me points or breakfast. So am I entitled to compensation (which is a meager $25 at Aloft)?
If you took the points or breakfast after mentioning you were not offered the option at check-in & they offered either/or/aka, you accepted, the hotel is off the hook. If it was not offered at all at check-in (and a reasonable time thereafter; I'm not one for the 'gotcha' thing) or not delivered at all, then the hotel owes you compensation (in this case $25).

MAR doesn't do bonus points for LNF AFAIK (maybe that changed post 8/18), so I think the property gave you 5K points for forgetting to offer you the PAG & you're better off w/ the 5K points. Take it & move on is my advice.

Cheers.
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Old Dec 6, 18, 7:42 am
  #521  
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Originally Posted by SkiAdcock View Post
If you took the points or breakfast after mentioning you were not offered the option at check-in & they offered either/or/aka, you accepted, the hotel is off the hook. If it was not offered at all at check-in (and a reasonable time thereafter; I'm not one for the 'gotcha' thing) or not delivered at all, then the hotel owes you compensation (in this case $25).

MAR doesn't do bonus points for LNF AFAIK (maybe that changed post 8/18), so I think the property gave you 5K points for forgetting to offer you the PAG & you're better off w/ the 5K points. Take it & move on is my advice.

Cheers.
So the guarantee is that you get breakfast or points, not that they have to offer it? I asked for clarification on this, and didn't really get any. As it turns out, I got neither even though I requested the points as my welcome amenity.

What about if they ask you if you want breakfast or points (without prompting) and you still get neither? I have lots of those stays! Was Marriott always this bad pre-merger?
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Old Dec 6, 18, 6:36 pm
  #522  
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Originally Posted by margarita girl View Post
So the guarantee is that you get breakfast or points, not that they have to offer it? I asked for clarification on this, and didn't really get any. As it turns out, I got neither even though I requested the points as my welcome amenity.

What about if they ask you if you want breakfast or points (without prompting) and you still get neither? I have lots of those stays! Was Marriott always this bad pre-merger?
Yes they are supposed to offer you the option. If they don't, you can ding them in multiple ways. If they didn't offer it, you could have a) called them on the spot & demanded compensation; b) waited a while in case they forgot but then offered it. FWIW - I've never been a 'gotcha' person, but realize others (not saying you) are. On breakfast you need to claim it before check-out. On the points you can only collect after check-out & there's no penalty on the points, even though there is on the breakfast ( a sore point w/ elites, which we've discussed before so no reason to rehash). If they offer you but don't deliver, you need to invoke the guarantee before check-out (except for points, which can only be after the stay).

I'm a bit confused. From what I can tell from your posts, you normally stay at full-service where lounge access, brekkie, etc, is usually offered. What are all the 'lots of those stays' where you feel you got screwed. Please be specific in terms of mentioning the properties, dates, etc, what was said/not said, so that others who are considering those properties can make decisions or relate their own experiences.

Cheers.
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Old Dec 7, 18, 8:41 am
  #523  
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Originally Posted by SkiAdcock View Post

I'm a bit confused. From what I can tell from your posts, you normally stay at full-service where lounge access, brekkie, etc, is usually offered. What are all the 'lots of those stays' where you feel you got screwed. Please be specific in terms of mentioning the properties, dates, etc, what was said/not said, so that others who are considering those properties can make decisions or relate their own experiences.

Cheers.
All hotels with lounges (JW, Westin, Sheraton) except for the Aloft. I'm thinking they might post eventually because I remember reading that someone had a bunch post all at once. If not, I'll eventually write in when they aren't so busy. (I don't think I'd use the word "screwed". At 500/1000 pts/stay, it's not that many points! )
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Old Dec 7, 18, 4:48 pm
  #524  
 
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Originally Posted by margarita girl View Post
So the guarantee is that you get breakfast or points, not that they have to offer it? I asked for clarification on this, and didn't really get any. As it turns out, I got neither even though I requested the points as my welcome amenity.

What about if they ask you if you want breakfast or points (without prompting) and you still get neither? I have lots of those stays! Was Marriott always this bad pre-merger?
You are supposed to be "offered a choice," but some hotels just pick for you. If somebody fails to mention the Platinum amenity, I simply remind them what it could have cost them. Since I don't want someone to get punished for something minor, I am happy with a food and beverage credit or something the front desk can offer without a manager's approval. Alternatively, they could check if a better room or suite suddenly became available.
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Old Dec 7, 18, 5:08 pm
  #525  
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Originally Posted by rny321 View Post
You are supposed to be "offered a choice," but some hotels just pick for you. If somebody fails to mention the Platinum amenity, I simply remind them what it could have cost them. Since I don't want someone to get punished for something minor, I am happy with a food and beverage credit or something the front desk can offer without a manager's approval. Alternatively, they could check if a better room or suite suddenly became available.
All good suggestions!
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