Comp authorization with different brands
Jan 20, 2018 | 2:25 pm
#16
Join Date: Oct 2001
Programs: LTP, PP
Posts: 9,107
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:
- I stayed in a brand new TownePlace were someone urinated in the laundry basket and it wasn’t caught by the housekeeper when turning the room. GM never called because “he didn’t have my number”. He apologized and promised 6000 points which never actually came through. I stayed there again (shame on me) and he just thanked me for coming back. This was a situation where I would actually expect some sort of comp or adjustment.
- At a FS Marriott, I had a shower head that didn't work so I was limited to a bath… no big deal. This was more of a mention to fix for the next guest when I checked out. The front desk manager could not be more apologetic and 10000 points were in my account within an hour.
- At a Renaissance, I was charged for water I didn't use, room was dirty and bulbs out. The GM talked about how she would address and 10000 points were deposited within the day.
Jan 20, 2018 | 5:18 pm
#17
Join Date: Mar 2010
Posts: 1,326
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.
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.
Jan 21, 2018 | 8:19 pm
#18
Original Poster
Join Date: Dec 2012
Posts: 468
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.
Jan 22, 2018 | 7:04 pm
#19
Join Date: Mar 2007
Location: SJC/SFO
Programs: WN A+ CP, UA 1MM/*A Gold, Mar LT Tit, IHG Plat, HH Dia
Posts: 6,377
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."
Jan 25, 2018 | 11:27 am
#20
Join Date: Mar 2010
Posts: 1,326
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."
Jan 28, 2018 | 2:49 pm
#21
Join Date: Mar 2010
Posts: 1,326
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.
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.
Jan 28, 2018 | 2:57 pm
#22
Join Date: Jun 2008
Location: BDU
Programs: DL:MM, Marriott:LTT
Posts: 8,777
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.
Jan 28, 2018 | 3:14 pm
#23
Join Date: Mar 2010
Posts: 1,326
Thank you for your post. So since the service failure is so serious I will mark your vote as a full 35,000 point payout?