How about trying to make the reservation. I do as the cert says about reservations being confirmed in advanced with the Elite line, but they don't even know what it is either. I usually make it online myself, then call to let them make a note. Of course, that's still challenging. I don't leave until they correct it on the bill either. I agree, maybe a promo code would be way better.
This still is an awesome offer though.

Only problem with a promo code is that it would complicate LNF rates. I save enough money on LNF rates that it is worth the occasional 5-10 delay at check out.

I don't believe that is true. My understanding is that they *are* reimbursed, just not 100% of face value (in other words, maybe $80 credit for a $100 Bonus Buck).

And it shouldn't be applied as a "discount" (although some Front Desk folks try to do that). It is indeed a form of payment, and you should get Marriott Rewards points for the face amount (e.g., at a Full Service property, 10 points per dollar plus elite bonus). Marriott Concierge has confirmed that a number of times in this forum. If it's applied as a discount, you lose out on those points.

I needed to call about not getting my plat amenity anyway.
I will see what they say and update here.

That's usually what happens to me, too. It's extremely frustrating. For a while now, I've been "helping" by telling the front desk at check-in the best way to handle these -- which is to enter a rate change to zero for the last night. When they do what I suggest, everything works out fine. When they don't -- which sometimes happens even after they agree to do it -- then I have the experience described above.Same here. It's much easier to make the reservation yourself, annotate it, then call to have the annotation affirmed. I've been doing that for quite a while now.I believe that you are absolutely right. Several years ago, I was told that Bonus Bucks are reimbursed to the hotel at $85 per $100 face amount. And it definitely should be applied as a payment, not a discount. EEOs, on the other hand, are clearly discounts, not payments.

Bruce

It's not "officially" a coupon. It's a form of payment, just like a gift card.

OK I thought I remembered socrates saying they werent' reimbursed, but I think now he was talkign about EEO's. But the word coupon is all-over the Bonus Bucks Weekend Coupon sitting in front of me, and in any other line of business, like retail or grocery stores, coupon has a specific meaning.

I was booking with BOGO the other day, the agent suggested I make two copies, keep one for myself in case they lose it at the reception desk! I didn't even say anything about it before she did. I am assuming this is a HUGE problem for Marriott and yet they are doing nothing about it.

We always print two copies. We give them one when we check in and then the other at check out when they can't find the one we gave them when we checked in.

I sent a "contact us" form to Marriott regarding the frustration I experienced. I linked to this thread in my email. Both Marriott Customer Service and the Marriott Richmond NW GM read the thread (both responded via email) and expressed their concern for the frustration we customers feel.

In addition to processing the credit, the GM helped my concern with 10k MR points! VERY GENEROUS.

I wasn't complaining to get points. I just want a smoother experience.

Glad they are concerned, but are they looking at fixing the process?

The BOGO is a great benefit! Just think how much more complaining there would be on this board if they took it away!

Sure there are exclusions, its a pain making reservations, and you know 9 times out of 10 the BOGO cert will not be processed correctly, but I would much rather deal with all of that than lose the benefit completely!

Regards,

RIP...

I don't think the choice is between the offer working properly or no offer at all.

Using that logic, you would expect a hotel solve its bedbug problem by removing all of the beds and having us sleep on the floor. Better not complain about a bedbug sighting, then.

:D^