Idea: Point compensation when a hotel fails to post earnings
Jun 24, 2018, 7:49 am
#1
Original Poster
Join Date: Jan 2017
Posts: 805
Idea: Point compensation when a hotel fails to post earnings
I've had three times this year where a hotel hasn't properly posted points. Twice where they didn't post any points or elite nights, and once where they posted the nights but only 300 points for a 4 night stay. Each time you have to wait 2 weeks, or 4 weeks for international hotels, and then upload a PDF of your stay. This is entirely too much work for something that is 100% out of your control. The customer shouldn't have to be doing something the hotel staff should be handling, especially without compensation.
Every time a hotel fails to properly post points/nights they should give an additional point bonus as compensation. This would be similar to a customer being compensated if they're not offered a platinum welcome gift, but I'd argue that points not posting is a much bigger hassle than not being offered something to drink.
Every time a hotel fails to properly post points/nights they should give an additional point bonus as compensation. This would be similar to a customer being compensated if they're not offered a platinum welcome gift, but I'd argue that points not posting is a much bigger hassle than not being offered something to drink.
Jun 24, 2018, 7:59 am
#2
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I've had three times this year where a hotel hasn't properly posted points. Twice where they didn't post any points or elite nights, and once where they posted the nights but only 300 points for a 4 night stay. Each time you have to wait 2 weeks, or 4 weeks for international hotels, and then upload a PDF of your stay. This is entirely too much work for something that is 100% out of your control. The customer shouldn't have to be doing something the hotel staff should be handling, especially without compensation.
Every time a hotel fails to properly post points/nights they should give an additional point bonus as compensation. This would be similar to a customer being compensated if they're not offered a platinum welcome gift, but I'd argue that points not posting is a much bigger hassle than not being offered something to drink.
Every time a hotel fails to properly post points/nights they should give an additional point bonus as compensation. This would be similar to a customer being compensated if they're not offered a platinum welcome gift, but I'd argue that points not posting is a much bigger hassle than not being offered something to drink.
Jun 24, 2018, 2:26 pm
#3
Join Date: Jul 2007
Location: YQR
Programs: AC-100k, MR LTT
Posts: 258
I agree. I find the Marriott process tedious and unreliable, and I wish I didn't need it so often. There is one Delta I frequent, for instance, that has failed to post the points at all on my last four visits. I brought this up with them a few weeks ago at the front desk and received assurances my stays would post right away. Alas, I just posted the missing stay request online for two more stays from this hotel this month. I find this frustrating and, as a consequence, have booked away from Marriott for my stays this week.
I care about this issue a lot more than a missing amenity.
I care about this issue a lot more than a missing amenity.
Jun 24, 2018, 5:03 pm
#4
Original Poster
Join Date: Jan 2017
Posts: 805
If they were that worried about rolling out a program like this I'd hope they'd consider putting resources into fixing the problem.
Jun 24, 2018, 6:25 pm
#5
Join Date: Mar 2007
Location: EWR-SEA-IAD
Programs: UA 1P MM, AS MVP G*, SPG Gold, Hyatt Plat, IHG Plat, Hilton Diamond, Marriott Gold
Posts: 977
Its starting to become a trend. First time I had to follow up I got 1k extra pts, second time 2k, third time 5k xtra and a heartfelt apology. Coming from IHG which never had this problem (at least for me) its interesting that they are having so much trouble with something so simple.
Jun 24, 2018, 8:36 pm
#6
FlyerTalk Evangelist
Join Date: Jan 2005
Location: home = LAX
Posts: 25,933
There is one Delta I frequent, for instance, that has failed to post the points at all on my last four visits. I brought this up with them a few weeks ago at the front desk and received assurances my stays would post right away. Alas, I just posted the missing stay request online for two more stays from this hotel this month.
I've had the same problem with the Delta Garden Grove California, but it was converted from a Wyndham just a few months ago, and they're blaming it on that.
Its starting to become a trend. First time I had to follow up I got 1k extra pts, second time 2k, third time 5k xtra and a heartfelt apology. Coming from IHG which never had this problem (at least for me) its interesting that they are having so much trouble with something so simple.
Jun 25, 2018, 3:03 am
#7
In memoriam
Join Date: Jan 2009
Location: MAN
Programs: Marriott Lifetime Titanium, IHG Spire, UA Silver, Dennis The Menace Fan Club
Posts: 1,457
Like HGHUA, I’m finding this problem is plaguing me, literally just 18 days ago I called about significant point shorting by the Preston Marriott and received 4,000 goodwill points. A few days later I stay at the Leeds Marriott and again find myself significantly point-shorted, another call and points are corrected credited with an additional 5,000 goodwill points. It’s very annoying having to police Marriott in this way. A straightforward additional 5,000 points for each missing stay or significant (over 20%) pointshorting would I am sure hit the properties pockets deeply enough to end this careless attitude to pointshorting and missing stays, although I must admit, at least for me, missing stays are very rare...
I might add ive not suffered these problems at all with SPG, and only twice with IHG in a decade!
I might add ive not suffered these problems at all with SPG, and only twice with IHG in a decade!
Jun 25, 2018, 4:33 pm
#9
Join Date: Feb 2006
Location: Cockeysville, MD
Programs: Marriott Rewards Lifetime Titanium, Amex Plat, Hertz Gold 5*, National Exec, AA Plat
Posts: 9,467
I can't even get Marriott to answer my phone calls. While I'd like to see this, I don't think we will.
Jun 25, 2018, 5:51 pm
#10
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,698
In a perfect world where where one party (the franchisee) has to (solely) fulfill the promises of another (the Corporation), there should be points and/or financial compensation for non compliance / delivery. Otherwise what is the point when the customer has to get involved and beg?
Jun 26, 2018, 6:11 am
#11
FlyerTalk Evangelist
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Location: BOS
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Posts: 15,195
Missing stays or incorrect points is happening much more often now... previously it was extremely rare for me, and now I've had several incorrect postings or no postings for stays. Oh not to mention that downloading receipts is still broken for many hotels.
Jun 26, 2018, 6:34 am
#12
FlyerTalk Evangelist
Join Date: May 2001
Location: MSY; 2-time FT Fantasy Football Champ, now in recovery.
Programs: AA lifetime GLD; UA Silver; Marriott LTTE; IHG Plat,
Posts: 14,518
Not such a crazy idea. Hyatt used to offer an extra 500 points if your Diamond welcome points failed to post.
Jun 29, 2018, 9:10 am
#13
Join Date: Mar 2014
Location: SJC/BUR
Programs: Hyatt Diamond, IHG Platinum, Hilton Gold, Club Carlson Gold, Starwood Gold
Posts: 1,088
I also have a missing stay from a Delta Hotel that claims it's typical and new (10 months, though, ha!). This is in Grand Rapids. Is this a known issue with the Delta sub-chain?