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Originally Posted by ne52
(Post 29305520)
Curious about whether different Marriott brands have different guidance or authorization on compensation. I’ve noticed a pretty significant difference in what’s offered so started wondering if it's just the specific managers or there's something else. For reference:
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Originally Posted by Often1
(Post 29316323)
As part of any CRM program, Marriott knows a lot about its customers and deals with them accordingly. People who spend a lot on room service may get better rooms and more attentive service. People who are serial whiners may wind up in broom closets.
While points are not truly cash, they do hit a property's bottom line. So, while some managers simply toss points around, others recognize that there is an out-of-pocket and crack down. Yet others just figure that the fraud rate as discussed above is likely quite low. So, it's worth making a good customer happy over doing something drastic to a fraudster. Sooner or later, every time you read a threat about how points have been "devalued" or somehow Marriott has ruined your life because it hates you, think back to the frauds proposed in this thread and ask yourself why it's happening. |
Originally Posted by joshua362
(Post 29317784)
To be fair to the OP, #1 sounds like a legit complaint worthy of comp and #2 & #3 seems mentioned in passing (the standard FD "how was your stay") and points offered without expectations. Correct me if wrong.
In #3 I really just wanted the charges reversed for bottles of water that I didn't use. No request for points. #2 was exactly what you said. The FD asked how the room was and I told them they should have maintenance look at the shower. Didn't expect anything at all and was surprised at how apologetic the manager was. The gesture was enough that it's my first choice in that city now. It's consistently sold out which is probably why management is on the ball. #1 (no pun intended), never seen anything like it and hope to never again. Didn't see a single point and would've preferred to just have had housekeeping done their job and never had a puddle of someone else's pee in the room. |
Originally Posted by HHonors OUTSIDER
(Post 29318369)
I think I am missing something could you tell me exactly which post or posts have as you state "frauds proposed"
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Originally Posted by darthbimmer
(Post 29326835)
You addressed this question to Often1, not me, but I've gotta say that when I read your line "It's that easy to get 10,000 bonus points per stay? I might give it a go," in post #4 I humorously imagined you packing a hammer on your next several hotel visits, whacking the shower head when you arrive in the room, and calling down to the front desk, "Hi, my shower's broken."
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Originally Posted by ne52
(Post 29322565)
Correct. This was a legitimate question and not a suggestion to start complaining about everything. I really do hate the people who demand comp or tweet every minor inconvenience to the brand. Just interested in what's going on behind the scenes because the levels offered didn't match the severity of the situation at all.
In #3 I really just wanted the charges reversed for bottles of water that I didn't use. No request for points. #2 was exactly what you said. The FD asked how the room was and I told them they should have maintenance look at the shower. Didn't expect anything at all and was surprised at how apologetic the manager was. The gesture was enough that it's my first choice in that city now. It's consistently sold out which is probably why management is on the ball. #1 (no pun intended), never seen anything like it and hope to never again. Didn't see a single point and would've preferred to just have had housekeeping done their job and never had a puddle of someone else's pee in the room. |
Originally Posted by HHonors OUTSIDER
(Post 29350355)
I had a room at a SHS when it was 7 degrees outside the heat stop working over night and was very cold by very early morning. Would that be a 5000 or 10,000 point payout? A free night at the property cost 35,000 points. Also should mention they knew about the heat problem from the previous stay but was believed to be fixed by engineering before the room was given to me. Any feed back on this would be appreciated because similar to the OP I am now curious about service recovery payouts.
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Originally Posted by CJKatl
(Post 29350384)
Since one of the goals should be to ensure that nobody else has this happen, it is helpful and customary to name the property. If the property knew about the heat problem, believed it was fixed and still gave you the room, the property should be named.
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