Gift Certificate Attitude
 

Hi, a new user and like the pro board. Was at (SYD) Hilton(class of industry) and walked in to Marriott to see the resturants to spend some certificates later for dinner. Saw 1 alright place for us guys to eat later, nothing special though, and by lucky chance, asked front desk if I could buy a Marriott shirt from their lobby gift store. I was told. "if I was a guest, yes", "maybe I should have booked there". Glad I didn't take friends for dinner! Called Marriott, answer yes your right, Marriott owns lobby gift shop, give me all the serial numbers on the checks you want to use, we'll call and record all serial numers with hotel, and then you can enter with desk and give serial numbers. Are you joking! Do I get to call the desk cleck a Lyer, I asked. Also at HKG rest. had to explain myself why I way not a guest and using a gift certificate. Is this the norm. I don't really use Marriott as I don't find them anywhere as good as Hilton or others. My opinion, this obserd attidute at desk comes from upper management and is reminiscent of backstreet cot flops. My guess is I have to use these gift certificates (paid with US greenbacks) to stay there, or give away to people I don't like and enjoy them trying to use.

I have used the certificates in the U.S. at hotel restaruants when I was not a guest and never had a problem. The foreign locations may be less familiar with the certificates, and they need to do a currency conversion also. This is not an excuse for bad service, but maybe an explanation!

Bruce

I've had some problems with the gift certificates, all due to employee ignorance. There are two types:

1. Never seen one before, mad at you because you didn't present them at the beginning of the stay. [since they are nonrefundable, you should ALWAYS present them upon checkout] I usually point out the rules, and if they persist, I get nasty.

2. Never seen one before, mad at you because they don't know how to enter them into the computer. [average time of checkout in this case runs 5-15 minutes] I usually give them a few minutes, and they are really having problems, ask for a manager to speed things up.

Bruce and Tino I agree. And I have had same thing happen. Also yes ALWAYS present on checkout even though they don't like it when I do it. Too bad, that's unfortunate. I also agree completely about that being NO excuse for bad attitude and service.

I always present certificates on checkout because I need a bill that doesn't show them! It makes getting reimbursed much easier -- for me, anyway. I have occasionally had clerks tell me that certificates should be presented on check-in, but I explain what I am doing and they have no problem. (I sometimes mention that the certificate says no such thing, but it's usually irrelevant by then.)

Bruce

I have tried presenting them on check-in. Usually I then receive a bill that does not have them credited. And then it takes even longer to undo the mistake. So I too have gone to handing them in at check-out.

I present at check in, but require some sort of invoice showing my credit. Usually happy to oblige and they can spend the night figuring out how to enter, so when I check out, I don't have to wait.

Good point raised by bdschobel, if on company expense report you will want an invoice that does not list certs. Although my company did not care, I asked saying I had these certs. But of course did not mention the 10% discount I was receiving on them.