Marriott fixes erroneous postings by rogue employee
 

Was not sure where to post this on the MR Board, shame we don't have a "stupid things to complain about" thread....

Apologies to those who have clicked on this & thought "why didn't he make his point in the subject line"

Anyways logged into my account earlier today - NEGATIVE 6,368 points

Like a good FT'er, I always sail close to the wind points wise - redeem for travel packages/great value, as soon as I have sufficient points...you never know when our points will be "enhanced"

I've recently splurged on a 5 night stay @ the Grovenor House (Sharon - yes, that's your fault :D:p) which will start on Monday

First thought - yikes, will I be sleeping on the street?
Second thought - how can this happen?
Third thought - call MR...

Funnily enough the automated Platinum Line (automated?? Really - for folks that sleep 2 months + in your hotels a year) didn't recognise my "I have a negative balance"

Zipped through to a very helpful chap - explained my issue

After a few keyboard clicks -

We know abut the issue
2,000 customers are impacted :eek:
It will be resolved today

Hotel in question >>>

Houston Marriott North
07/23/16 - 07/27/16
22,157 points
(9,771 base + 4,886 Elite+ 7,500 extra)

The sharp eyed amongst you will spot the error (no I'm not talking about staying in GreensPoint...)

Apparently a disgruntled employee changed the platinum bonus; hotel realised & wanted to claim back the points...

Imagine my delight when I saw this in my account

GOODWILL ADJUSTMENT 10,000 points

Fair play to Marriott, I'm quick to criticise, so felt that I ought to praise..

Nicely done, Marriott. Nicely done, you, for paying attention to your account before your upcoming stay. Nicely done, you, for your shoutout on FT.

Enjoy your London stay.

Hotel can claim back the points but any existing bookings should just be honored and allow guests to have a negative balance until enough points get earned to recover those points. The rogue employee is the hotel's problem and the hotel should deal with it, maybe first step is to fire the employee, and then maybe go after the employee for damages.

Glad they fixed you up but apparently I missed your point. Somebody at the hotel gave you too many bonus pints and the hotel took them back?

I had a similar situation. When I looked at my points balance at the beginning of the week it stood at 80,000, so I was planning a weekend cat8 stay but didn't get around to finalising it. When I decided on the date I logged in yesterday to find my balance had reduced to 76,000 points because the Cheshunt Marriott had deducted 4,000 points erroneously awarded on my last stay. Ah well, I'll have to wait till my current Warsaw stay clears to make the reservation.

That's the first time this has happened in a decade of Marriott Rewards membership, 700 nights and 2 million points earned. And what's strange here is the coincidence that it happened to both me and Wickersley at the same time in 2 separate hotels an ocean apart.