Marriott Concierge--Please fix elite BOGO process
 

This may get closed because of endless posts and other related threads, but there MUST BE A BETTER SYSTEM to reserve and process these stays.

I, for one, would prefer:
1) a reservation that displayed the promo. Not a reservation that showed full price for both nights. maybe a code would cut the price of each night in half or not charge the 2nd night?

2) Not have to turn in a piece of paper at check in. Its never processed properly. I have been successful MAYBE 1 in 10 times of having the BOGO process go the way it should.

3) Give me 100k points (:D) when i have to take time at check out and on the phone explaining to three people my situation to get my credit back and then be told it will take ten days to process!!!!

This promo is for your best customers? Treat it like that! Its annoying. Its frustrating just KNOWING something is going to happen even before it does. Let us enjoy the benefit without any hassle.

Here is my recent experience. I encountered TWO people (check in and check out) that didnt know how to handle the BOGO. Its being taken care of now.

http://www.flyertalk.com/forum/marri...l#post16316579

This has been my experience also. You give them a copy at check-in. They either tell you to hold onto it until you check-out or else they take the copy and lose it. Then you receive a bill under your door the last morning of your stay. You have been charged for 2 nights, so you head down to the FD (with an extra copy of the cert) to get it straightened out. It takes 10-20 minutes and a couple of associates to figure it out. You stand there wondering if they have ever seen these EEO's before.

There has to be a better way to handle these. In all the times I've used them only once was it processed correctly and my bill under the door showed the correct amount.

Haha I hear ya!

Using gift cheques is just as hard. 9/10 times they look at them funny, and they seem to try and skirt the rules and process them differently at every property. I've seen places apply them as "discounts." This pisses me off because then I don't get the points for the full rate.

+1

Also is it possible to expand the BOGO promo to Marriott properties outside the US? It's so frustating that you are in Europe looking at Gold offers and you can't use such a good offer.

Well said, my experiences exactly, but that's not news to most here. I even get to train the same property every stinking time, and as you said, KNOW it won't go smoothly.

Based on the extremely poor job of educating staff on how to use the Gift Cards, I really don't hope for any quick resolutions. There again, I KNOW it won't go smoothly.

And if it's too difficult to change the process to work easily, maybe a first step would be to include a section on the web page that includes detailed instructions for the FD crew. So when you hand them the print out, they at least have the correct steps in front of them...

The Marriott Hunt Valley near Baltimore MD has it best. Since they did me the honor (after much back and forth) of honoring the certificate they didn't have to honor any other elite benefit or the elite guarantee.

Marriott refused to do anything during or after the incident. Thats why I'm happy I'm SPG plat. Starwood would of helped me.

And while we're at it, also please fix the issue where the exclusion list is now a mile long. If this is actually supposed to be a benefit, then why are you excluding vast regions in the northeast corridor? Even hotels that are dead on weekends in MA and frequently have weekend e-brakes rates to get people to stay are on the exclusion list now.

I agree there is nothing but problems with the BOGO process...front desk constantly losing (have to bring at least 2 copies with me )..Getting charged for both nights and having to correct at check out or after the fact. They almost NEVER process them correctly.

As far as the exclusion list- Marriott may not have the ability to force owners to participate.

A little off topic, but do I earn points for bonus bucks certs?
I recently had a stay and I think they applied it as a discount. Was this correct?

It's not a discount; it's a form of payment.

Officially since it is a Coupon, I thought it was supposed to be applied as a discount. And the hotels are not reimbursed for BB usage.

Another inconsistency. I have just had it applied as a $100 towards my folio--like cash. Not a discount.

I have no problems with the BOGOs at all. Sure, you need 2 copies but once you know it is usually pretty painless. 9/10 work just fine and this is probably as good as it gets with any certificates and front desk staff.