We positioned ourselves at Courtyard Frankfurt Nordwestzentrum for flight out the next morning using points. Upon checkin, no plat gift offered. At check out the next morning I requested our $50 from a polite lady with supervisor under her name on her nametag. She insisted she had worked for Marriott for some time and had never heard of such a thing. I insisted that she should verify this with platinum customer service. She said that she would but the London office did not open until 0800. She took my email address and said she would notify me when confirmed. I said fine and left for airport. Upon return to US she indeed emailed me ( last wednesday ) and said that I was "absolutely correct" and that she had cedited my AX. No amount specified and no apology by the way. I have not yet seen the credit, but it has only been 3 business days.

It baffles me to hear anyone at Marriott, let alone a supervisor utter the words " I have never heard of such a thing." I think when you challenge a poorly trained employee and you turn out to be correct, the compensation should double. It is not my responsibility to train them, and should not get anything but a smile, an apology for their property not living up to their end of the bargain, and the CASH. Plain and simple.

In my youth I owned a small video store. If I or any of my employees sent anyone home with the wrong movie, the customer got an apology, their money back, and a DOUBLE credit to their account. After all, we were the nitwits that could not read the box.

I will report if and when the credit hits and how much.

The Platinum Benefits Guide that comes with your Platinum Card does spell it out:

JW, Marriott, Ren = $100
CY, SH, RI = $50
Townplace, FI = $25

Funny. I just got my Platinum card this weekend (or sometime last week when I was gone) and noticed this. I came on here to post that I had found the answer I was looking for and you were way ahead of me.

Wonder why this isn't something they could post on their website in the T & C's?

In reference to the above incident. My AX credit came thru today, for a whopping 5 Euros. I received a hotel folio from the hotel calling it VIP-Treatment. Some VIP treatment. Not only did they get it wrong at this property to begin with, they could not even get the compensation correct. So I will have to expend my energy even further tomorrow calling the Platinum line getting this worked out. I repeat what I said above, if you have to work this hard for what is promised, it should automatically become double.

Marriott Concierge, are you out there?

Originally Posted by mikeef
Here's one I haven't seen: Card offered at check-in, but points never show up in account. Does this fall under the Platinum Guarantee? After all, you have already checked out of the hotel before you know that the points didn't post.

Happened a while ago to me--the Platinum Line offered me an extra 1,000 points, which seemed pretty fair.

Mike

interesting scenario... anyone have any experience with this?
_______________

Happened to me at a hotel I stay at regularly. I mentioned that the extra points hadn't posted. They checked. They gave me $100. I bought them chocolates. I bought myself dinner. A good time was had by all.

Just happened to me, not only did this happen; but the whole stay hadn't posted. I had to call the Plat MR number to get points.

This should be compensated with extra benefits as it is not my job to police the account.

Dash

Here's one I haven't seen: Card offered at check-in, but points never show up in account. Does this fall under the Platinum Guarantee? After all, you have already checked out of the hotel before you know that the points didn't post.

Happened a while ago to me--the Platinum Line offered me an extra 1,000 points, which seemed pretty fair.

Mike

interesting scenario... anyone have any experience with this?

All I got was a promise to post the Platinum Arrival Bonus when I called Marriott Rewards CS for the 2 stays that didn't post. No offer of 1000 points for the inconvenience of discovering the problem and calling long distance to the CS during the weekdays.

this is related to the platinum guarantee, but not the same thing that are being discussed so apologies for thread jacking:

The 48 hour room guarantee is not being honored by a hotel for a room in April claiming that they have a "special event" the CSR I spoke to, said special events are usually the super bowl or mardis gras etc type events. This event is a Triathlon, which isn't a huge event. The hotel is the Vinoy in St. Pete. Has anyone else had this happen to them before? is there any recourse? what's the point of the guarantee if the hotel can just block it?

Thanks

I had an aspect of my guarantee not being honored happen to me last month at the Oxnard, CA CY. As I was leaving the hotel, the I was thinking that cashing a $20 check would save me an ATM run.

So...I stopped at the front desk and asked if they'd cash my check. The kid at the front desk said, "sure". So, I wrote the check, then he took it into the back room, then came back and told me "We don't cash personal checks". Huh???? I mentioned the platinum guarantee, so he goes into the back again and returns with a supervisor who tells me the same thing.

I went over the platinum guarantee with the supervisor, who gives me the "I've never heard of such a thing" speech, then returns with a wall chart with pix of the various elite cards,etc. etc. I'm a reasonably intelligent guy, but the chart was rather indecipherable. I'm not sure what it said.

Anyway, by now, I'm worried about being late for my appointment, so I told the supervisor politely to just forget it, I'd find an ATM....which I did. There was one right up the street. Now this is twenty bucks for a platinum guest that they're making such a big fuss about....and I should point out, as I was leaving, the lady did finally offer to cash my check. ("Its against the rules, but I'll do it just for you...blah, blah, blah") But at this point I was heading out the door, and thinking "If they're so adamantly opposed to cashing checks at this place, the hell with it".

Later that morning, I called Guest Services 800 number. My aim was not to get this supervisor in trouble, which I made clear, but to inform Marriott that this was going on and hopefully correct the situation for the next guy. The guest services lady apologized profusely and said they'd have a word with hotel management.

Okay fine.

Then, without my asking, the lady at Guest Services offered to credit my account with 2,000 points for my inconvenience. I said, "That's awfully nice", and ended the conversation.

The kicker is, of course, those points never got credited!

here is some policy feedback from MR.

Thank you for your reply.

There are two choices regarding your Platinum Arrival Gift.

The Platinum Arrival Gift 500 bonus points option is available only to point earning Marriott Rewards Platinum members staying at Marriott Hotels & Resorts and Renaissance Hotels & Resorts in North America. As of June 2, 2003, the Platinum Arrival Gift 250 bonus points option was made available only to point earning Marriott Rewards Platinum members staying at Courtyard hotels located outside of North America.

All other Marriott locations do not have a Platinum Arrival Bonus point option, members will receive a gift with various snacks, dependant on the location.

When you check into Marriott Hotels & Resorts or Renaissance Hotels & Resorts, you do have the choice of receiving refreshments as opposed to the 500 point Platinum bonus.

The choice of points or type of snack can only be made at check in. I apologize we do not have a system of automatically noting a preference of points or type of snack. You will need to inform the front desk at the time of check in of your preferences.

If refreshments were missing from a stay, the hotel property is responsible for compensating the member. If the member has chosen to earn the 500 additional points per stay as opposed to the complimentary refreshments, there will be no compensation. I apologize for the inconvenience and have corrected the situation.
We appreciate your understanding, and look forward to serving you again soon. Please let me know if you have any questions or concerns.

Happy ending....

I'm back with a quick update to my story about being promised 2,000 points....and then not getting them! Posting reminded me of the incident, so I finally this morning got around to calling the 800 number for guest services.

The result was another apology and the points showing up in my account online view within five minutes of me hanging up the phone!

Numerous prior threads as to 48 hr issue. Long and short is that property is free to request special event waiver from Marriott Rewards. We are not privy as to whether such a waiver is automatically granted (it probably is), what the requirements are for such a waiver (or whether it is sufficient for the property to simply designate certain days as a special event, i.e., it's a special event because the property says it's a special event), or how long in advance a property needs to qualify a special event. It may be that Marriott Rewards sets definite standards for a property to designate a special event or just that the property simply state that a special event is occurring. We just are not privy to the requirements/standards.

Many people report having luck calling the property directly in such circumstances. The Vinoy is an unusually responsive property in my experience. But I have not dealt with them on this particular issue. Good luck.

I can assure you it isn't

Sorry Soc; I take it back. Personally, I've never had a problem with the 48 hour guarantee, even during the World Series. :)

:) Don't worry I just wanted to reassure