Points deducted out of the blue for "cat 7 certificate" - hour+ one phone and no help
Aug 23, 2011, 10:08 pm
#16
Join Date: Mar 2001
Location: Ann Arbor, Michigan USA
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I didn't reach the hotel person who had called, but got an e-mail yesterday from an assistant (perhaps the GM's assistant) saying that the hotel researched, apologizes for the inconvenience, and the points will be credited back to me.
I checked today and indeed there are the points back in my balance! ! :-)
I checked today and indeed there are the points back in my balance! ! :-)
Aug 24, 2011, 4:20 am
#17
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Aug 24, 2011, 4:25 am
#18
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you'd be suprised how stupid thieves can be - thankfully it's rare (they tend to have difficulty getting employed by the industry due to their usual lack of hospitality but a few make it through and onto the payroll as they do in any industry) - they tend to think they can steal points from anyone including the hotel directly without getting caught.......silly - we all tend to watch our accounts closely, hotels tend to watch theirs just as close
Aug 24, 2011, 4:28 am
#19
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it's quite possible it was an honest mistake, it's possible it wasn't - other than an apology I'm not sure much else is owed to the OP (personally I've never discussed personnel matters with guests) other than knowing the hotel will follow up to ensure it doesn't happen again regardless of the intent behind it
Aug 25, 2011, 7:48 am
#20
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Because of the lack of forthcomingness from the hotel after numerous attempts to contact them, I'm not sure they would even share though. And I've never stayed there so it's not like I really have a relationship with the hotel. The employee that e-mailed me to let me know everything was resolved did offer to personally assist with my reservation the next time I go to Miami, but I'm pretty sure after this I'm going to avoid ever staying there - too many potential complications if something goes wrong!
Aug 25, 2011, 8:58 am
#21
Join Date: Sep 2001
Location: USA
Posts: 226
The Paris CE Marriott pulled three 5+2 awards for a seven night stay in July when we checked out without an explanation. Although the points were redeposited by MR customer service, I hope I don't have the same problem the OP did.
Aug 25, 2011, 12:40 pm
#22
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it's quite possible it was an honest mistake, it's possible it wasn't - other than an apology I'm not sure much else is owed to the OP (personally I've never discussed personnel matters with guests) other than knowing the hotel will follow up to ensure it doesn't happen again regardless of the intent behind it
Mike
Aug 25, 2011, 12:49 pm
#23
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I will respectfully disagree with you on the compensation. Seems like the OP put a lot of time and effort into retrieving points that never should have been taken. It looks like customer service (and the hotel) dropped the ball a few times along the way. I think throwing her some points as goodwill would be appropriate.
Mike
Mike
I was in no way referring to the missteps which took place while the OP tried to reach someone who could assist - I was purely referring to the fact that it's a personnel issue that is best handled internally
Last edited by socrates; Aug 25, 2011 at 12:55 pm
Aug 25, 2011, 1:20 pm
#24
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I will respectfully disagree with you on the compensation. Seems like the OP put a lot of time and effort into retrieving points that never should have been taken. It looks like customer service (and the hotel) dropped the ball a few times along the way. I think throwing her some points as goodwill would be appropriate.
Mike
Mike
I agree that some kind of points should be requested. The hotel basically charged you a few hundred dollars worth of points to which they weren't entitled, and both the hotel and MR shut you down. It was clearly a lot of work to remedy this situation.
Request the points!
Aug 25, 2011, 4:38 pm
#25
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I'm in agreement with others. The hotel screwed up big time, and it took a lot of time, effort, and perseverance on your part to get everything sorted. While I'm not a big fan of asking for points in general, in this case I think you're owed some & almost posted that yesterday.
Cheers.
Cheers.