I received a call today in a follow up to the email I sent to the GM at the Baltimore Inner Harbor Marriott regarding a stay a few weeks ago in which I didn't recieve my Platinum amenity or other benefits. (See post under "Has anyone benefited from the new "Platinum" Guarantee?) The person in the executive office who was responding to my email on behalf of the GM indicated that, "The reason you did not recieve your platinum benefits during you stay is because your Marriott Rewards number was not included on your reservation." When I told her, "I beg to differ my MR # is on the confirmation where it clearly indicates my status, my MR # was also noted on my folio, the activity and appropriate credit has appeared on my MR online statement and I know for a fact that I did not provide my MR # to anyone at the hotel during my stay." Her response was, "Well I am not sure what happened, but that information did not transmit to us and the front desk did not have that information when you checked in and that is why you did not receive your Platinum amenity or other Platinum benefits and that's why you are not eligible for the platinum guarantee. I do apologize and hope you'll consider staying here again." Gee, it didn't tranmit, but I was able to get a larger room on the concierge floor using award certificates, I don't think that would be possible without status or am I missing something here? What a crock. I am really mad now! Its one thing to admit you/your staff made a mistake, its another to lie about it and try to blame the guest.

You don't have your email address listed in your profile so I'm not able to contact you

[This message has been edited by socrates (edited 06-06-2003).]

It may not be a lie. It could have been a mixture of a glitch and human error (lack of attentiveness to detail and assumptions).

Re-send your email, requesting a written (email or snail mail) response (you can mention you wanted a written response as you did not understand the verbal respsonse). If the response is the same, send Marriott Corporate a copy of the correspondence with a copy of your bill (which should have your MR#) or the confirmation. I am sure Marriott will send you a nice compensation, and hopefully they will fix the glitch (or stop their employee from lying, if that was the case).

[This message has been edited by killerbrew (edited 06-07-2003).]

And this does happen...I personally came across this a few months ago for the first time ever (I'm about 1/2 way to retirement if that gives you some clue as to how long I've been working here)...but Policy is if our system hickup's and drops the Marriott Rewards Elite Number the reservation should still be treated as if the number was entered....thus if the claim is correct that the number is showing in his confirmation (regardless if it's a travel agency confirmation or not) he should get the benefits.....if he was to give me his information I can verify what was is in his reservation

BTW: I've been told the glitch that I referred to was extremely uncommon but is known and is scheduled to be fixed, when is anyones guess

Socrates,
The confirmation number for the reservation in question was 80376748. Let me know what other information I can provide. I also updated my profile with my email.

Thanks for your help!

[This message has been edited by OHNO!NOTUAL (edited 06-09-2003).]

I'll email you but I suggest you contact "Mr. Marriott's Guest Relations" at 800/638-8108 (press 0 for an operator at the dialtone)

Just so I'm not viewed as hiding the bad stuff-I'm not sure exactly what happened but his Platinum # was in his reservation

This happened to me at the Key Bridge Marriott in Roslyn, VA, on May 7. I made the reservation on marriott.com, and clearly my MR number was there. It appeared on both my printed confirmation and the e-mail that Marriott sent me.

When I checked in, the woman at the desk said that she didn't have my number. I simply couldn't believe it and said so. She insisted that it wasn't there, so I gave it to her.

After checking out in the morning, I noticed that my MR number was NOT on the bill, and I didn't have the usual language at the bottom telling me how many points I had earned. I actually turned around and walked back to the hotel to have the number added.

Later, I spoke with the GM of the hotel, who couldn't explain what had happened. (Lots of other things had gone wrong, too, which is why I spoke with her.) Anyway, this happened to me only once, but it was a pain to deal with.

Bruce

The only way this is possible is someone manually took the number out for some reason (this is typically done if a guest has his # on more than 3 rooms)

Plus once a number is added to a reservation it can not be deleted from that reservation in the mainframe...it can only be deleted from the folio in the hotels computer system

[This message has been edited by socrates (edited 06-10-2003).]

Well, the woman who checked me in was clearly incompetent (evident from her failure to get me a room on the concierge floor -- later fixed by the front desk manager). She must have dropped my number and then didn't properly put it back, even though I gave it to her. Another woman at the front desk fixed it after I checked out.

Bruce