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.

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^

Not clear on that--they just "feel our pain"

First, about BOGO's, or anything that has a requirement that it be given at check in, yes, have two copies, but also, when you give them the first copy, have them go make a copy of it, and give you the copy back with a notation that it was received at such and such a time and date, and signed by the person receiving it (with their name and position printed underneath), and then when they do not have it at check out, and you give them the second BOGO you printed out (at home), and SHOW them the receipt you received from giving them the first BOGO you turned in at check in, they are embarrassed, and also much more polite and accommodating. I have done this with everything that I use as payment or as a coupon that must be given at check in. Also, when they lose it and you have proof, you can use this as a basis for a complaint to Customer Service or Mr. Marriott's Office of Consumer Affairs.

Yes, you absolutely are supposed to receive points AND room nights credit for BONUS BUCKS, PREMIUM POUNDS, SAVVY SAVINGS, MARRIOTT CHEQUES, or MARRIOTT GIFT CARDS. Applying any of these as a discount is WRONG! Many hotels apply these items incorrectly, and it is necessary to make some calls to get it straightened out. I have had to make several calls on different occasions for these problems.

Yes, absolutely correct, just as if you paid cash!

Hotels are reimbursed for BB, PP, SS, etc., although I do not know what the reimbursement rate is, and I am not sure that it matters to me what the reimbursement rate is either.

Yes, absolutely correct, it should be applied just like cash. I have had FDC have issues with how to apply BB and SS and Marriott Cheques to my folios, and often have to make calls to get that straightened out and to get proper rewards points and proper room nights credits.

It is less than 100%, however, I do not know the correct reimbursement percentage, or whether it is consistent across all of the brands.

BOGO certificates are a form of payment, and yes, Bonus Bucks, Premium Pounds, Savvy Savings, Marriott Cheques, Marriott Gift Cards should all be applied as payments, just as if you gave them CASH, and all qualify for MR points and room nights credits.

Has anyone got these to work at other Marriott Brands ?

Never tried, but it will not work.
The cert is very specific as far as what brands are covered, and also states certain properties of that brand are excluded.
Also when redeeming you are supposed to call Marriott Rewards to have it applied and they will not allow to do it either.