The Ultimate Reservation Guarantee and the Arrival Gift Guarantee combinable?
 

I arrived tonight at a Residence Inn and was told that they were walking me to the Courtyard next door. They told me that they would give me tonight free along with 15000 points. I told them that my client pays for my room so that does not work for me. They told me that the manager would call me in the morning and they could work something out, but that they had no rooms available.

After I checked into my room, I realized that they did not give me my arrival gift. I am platinum.

I then looked up the guaranteed benefits. It states "The Ultimate Reservation Guarantee: To be eligible, your Marriott Rewards membership number and a valid credit card number must be part of your reservation. If unable to honor reservation, the hotel will pay for your accommodations that night at a nearby comparable hotel and compensate the member for the inconvenience. Compensation varies by lodging brand (see below):
At Courtyard by Marriott; Fairfield Inn by Marriott, SpringHill Suites by Marriott; Residence Inn by Marriott; and TownePlace Suites by Marriott: Alternative accommodations, plus $100. (Platinum members also receive 2 free room certificates.)" In addition "Guaranteed Platinum Arrival Gift: Complimentary refreshments delivered to your guestroom. Available at all participating Marriott hotel brands except Marriott Vacation Club International and Horizons by Marriott Vacation Club." and "The maximum Elite Benefits Guarantee compensation paid to a Platinum or Gold member during a stay in the United States will be $100 USD, even if more than one Guaranteed benefit is not delivered to the member. The maximum Elite Benefits Guarantee compensation paid to a Platinum or Gold member during a stay in Canada will be $100 CAD, even if more than one Guaranteed benefit is not delivered to the member. The maximum Elite Benefits Guarantee compensation paid to a Platinum or Gold member during a stay outside the United States or Canada will be the equivalent of $100 USD paid in local currency, even if more then one Guaranteed benefit is not delivered to the member."

Am I entitled to 2 free nights, $100 and tonights room paid for (as a platinum under the Ultimate Reservation Guarantee) AND $100 for the Elite Benefits Guarantee?

Yes.......................

Since you were walked to another hotel you are automatically entitled to the 2 free nights and $100. For non receipt of the arrival gift you must request payment of compensation while still a guest at the hotel, prior to checking out. Failure to request such payment prior to check out will result in a complete waiver of any right to receive such compensation.

Chris

WOOHOO!!!!! Thanks!!!

This morning, I finally managed to track down the hotel manager. We have been playing phone tag for 2 days. He tried to tell me that my MR# was not in my reservation.

I have over 115 nights at Marriotts this year alone and have always received my points and I have never pulled out my card upon checkin. I have always received my welcome amenity, with the exception of this and one other stay. I make my reservations thru e-travel (American Express Travel) and my MR# is in my profile. This reservation was made the same way as all the others. I basically told him to research it and get back to me today. I am scheduled to check out tomorrow morning.

(vent on)If he denies me the guarantee, I will no longer stay at Marriotts. I am considering switching even so because of the hassle of this, but will calm down as always. This will cost them $200 + a voucher for 2 free nights + one night of this stay for free if they handle this correctly. Otherwise they lose approx $25K in revenue each year. I am certain that Hilton, Hyatt or Starwood would love my business. (vent off)

This sounds like a problem endemic to a particular location, rather than systemwide. Since many of us factor in what we read here in making decisions as to where to stay, it would be helpful to know what location accorded you this treatment.

Residence Inn Newark Silicon Valley

FYI: CY Newark Silicon Valley has an M11 rate for $59 including breakfast @ 10 points/$!

I have to book thru corp travel

I just got off the phone with Customer Relations. This has been quite a hassle. They insist that my MR# was not on my reservation. I have a really hard time believing that since, as I stated before, my reservation was made online, from etravel, and my MR# is in my profile. They are mailing me $100 for the walk and are putting 30K points in my account to make up for the 2 night voucher. They are paying for my first nights stay. They are also giving me $50 cash for the lack of the welcome amenity.

So, all is good, but it was quite the hassle.

I guess that I will now need to check each and every reservation online to verify that my MR# is attached.

Interesting reading and great information!