Platinum Guarantee Question
 

I checked into the Philly Marriott this afternoon & wasn't offered the Plat choice of points or welcome gift. I read the T & C that if it wasn't offered on the day of check-in I'm allegedly entitled to $100.

My question is: How do they know they didn't offer it?

I'm headed to the front desk tomorrow to see if I'm a little richer...

Thanks,

Mike

If they can't produce the card on which you made your choice of welcome gift (or the 500 MR point alternative) I don't see how they can argue that they offered it.

Having stayed there a couple of months ago and having had to go through a couple of hassles with their front desk, there's no doubt in my mind that they're capable of forgetting part of the check-in process and neglecting to have you fill out the card regarding your choice of Plat Welcome Gift.

BTW, be sure that your complaint and claim are made before you're officially checked out. You're not, because even if you got your bill under the door, you aren't until you either do so via the TV menu or by dropping your key card at the front desk before you leave the hotel.

I'll be interested in what happens...
 

I had this happen a couple weeks back in Germany. I approached the desk the next day, and I was offered the gift card and an apology. I asked "When this happens in the US, I'm offered $100 - do you do that in Europe too?" I was told no.

Upon my return home, I called Platinum and was told that not only does Europe not do it...but as of this year, that guarantee is no longer backed with money...Only the room guarantee and the concierge/breakfast thing for Platinums get you $100 when not honored.

Apparently there is no longer a penalty for forgetting the Platinum arrival gift. I'd be interested to see if you get your $100.

Anyone else been told this recently? Chris (Marriott Concierge) is this, in fact, true?

ChazDawg

Elite Benefit Guarantee from Marriott Rewards web site
 

You are entitled to the guarantee even in Europe according to MR T&C as of Feb. 1, 2005. I would call back to the Platinum Line and speak with them again.

Elite Benefits Guarantee

Platinum and Gold Membership

1. Hotels located in the United States will pay all Elite Benefits Guarantee compensation in US dollars. Hotels located in Canada will pay $100/$50/$25 CAD. International hotels will pay the equivalent of $100/$50/$25 USD in local currency.

2. 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.

3. If a member believes that compensation is due with respect to any aspect of the Elite Benefits Guarantee, he/she must request payment of the 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.

4. In order to qualify for the Guarantee, the member's Marriott Rewards number, Elite status, smoking and bed type preferences must be included with the reservation. Reservations made through meeting planners, travel agents, wholesalers or other third party sources must include this information in order to be included in the Guarantee.

5. The Room Type Guarantee covers bed type preferences at Marriott Hotels, Resorts & Suites and Renaissance Hotels, Resorts & Suites and smoking/non-smoking preferences at Marriott Hotels, Resorts & Suites, Renaissance Hotels, Resorts & Suites, Courtyard, Fairfield Inn & Suites, Residence Inn, SpringHill Suites and TownePlace Suites properties (pillow, room location, extra bed, crib requests, etc. are not included in the Guarantee). Exact bed sizes may vary at International hotels.

6. The Room Type Guarantee does not cover room upgrades.

7. A member who makes a reservation on the same day he/she plans to arrive at the hotel, or a member who walks in to a hotel without a reservation is not eligible to receive the Room Type Guarantee.

8. Platinum members are eligible to receive the Room Type Guarantee at any Marriott Hotels & Resorts, Renaissance Hotels & Resorts, Courtyard, Residence Inn, Fairfield Inn & Suite, SpringHill Suites or TownePlace Suites property worldwide. Gold members are eligible to receive the Room Type Guarantee at any Marriott Hotels & Resorts, Renaissance Hotels & Resorts, Courtyard by Marriott, Residence Inn, Fairfield Inn or Suite, SpringHill Suite or TownePlace Suite property located in North America.

9. Guaranteed Concierge/Executive/Club Lounge access applies to regular hours of operation at Marriott Hotels & Resorts and Renaissance Hotels & Resorts worldwide. If a participating property does not operate a Lounge, or if the Lounge is closed, the guest is entitled to receive a free Healthy Start Breakfast Monday through Friday. Resorts are excluded. For a complete list of Resorts logon to marriott.com.

10. 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. Members earning miles can not choose the 500 bonus points.

11. As of June 2, 2003, the Platinum Arrival Gift 250 bonus points option is now available only to point earning Marriott Rewards Platinum members staying at Courtyard hotels located outside of North America.

12. Guests accompanying Platinum or Gold members to a Marriott hotel are not eligible for the Elite Benefits Guarantee.

13. The Guarantee applies to all stays, including Marriott Rewards redemption stays.

14. Platinum and Gold members who do not receive their Elite Benefits Guarantee or Ultimate Reservation Guarantee in Russia, any other country subject to currency restrictions or any country prohibited by law to compensate the member in the form of a cash payment will be compensated with Marriott Rewards bonus points.

15. If an Elite member has a confirmed reservation, but is walked from the hotel upon arrival, the property will pay the Ultimate Reservation Guarantee compensation in place today under the Marriott Rewards program Terms and Conditions. If a Platinum or Gold member receives Ultimate Reservation Guarantee compensation then he/she is not eligible to receive additional Elite Benefits Guarantee compensation.

They never forget to ask me upon arrival :( $100 cash would be nice for a change every once in awhile.

Go claim your $100 and let us know how it turns out.

I read the T&C last nite, I caught the part that they can offer it up until the end of the day. So I bided my time & waited until this morning to hit them with it.

I went to the front desk & explained that the Plt Gift wasn't offered. Within a few minutes they forking over a $50, two $20s & a $10.

Mike at the front desk said it doesn't happen very often. I've been Plt for four years & this is the first time I hit the daily double.

Now do I tell Mrs Hazmike? That was rehtorical...you need not answer. :D

This may not happen again, but it's very cool when it does. :cool:

No wonder the front desk clerk was no helpful this morning
 

:D I was in the PHL Airport Marriott this morning and the front desk clerk was the worst I have seen at any hotel at anytime. I guess you were the reason. :D He made me quite angry by not doing his job I am glod someone got him.

I checked into the Marriott-Downtown Chicago last May and the Platinum gift wasn't offered. I was distracted when I checked in, neglected to remind them about it and didn't remember it until the next day. I went down to the front desk the next morning to inquire about the gift and the desk clerk looked at me as if I'd just stepped off Mars.
While discussing the situation with the clerk, the front desk manager stepped in, heard the discussion and said " Pay the gentleman ".
I wasn't looking for the $100...just wanted the gift. The manager took care of it...sent up a full bottle of wine and a fruit basket that I noshed off for five days.
This was a win/win IMO. I got the gift and then some and the property saved some face.
But, on a side note, I mentioned this scenario to a senior Marriott executive I know well. He said I should have accepted the $100 as that was the only way they could insure that their properties adhere to this guarantee.

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

Does this offer apply at Residence Inns ?

I stayed at the Indianapolis Res Inn last weekend and wasn't offered or recieved a gift of any sort.

The welcome gift is available at all brands except MVCI and Horizons Vacation Club per the Elite Benefits Guarantee website.

You can do what I do and tell that missus that Marriott made another mistake and Make-A-Wish is $100 richer.

I understand that a real cash penalty gives a little teeth to the property to address the problem, but I don't feel right keeping the money. Make-A-Wish did well for my family so I feel good repaying it $100 at a time ($300 so far...)

I work with two people who stay at a Springhill Suites weekly, they have Plat status ... the only thing they get at check-in is a little bag of water & snack that everyone gets.

If I'm understanding this thread correctly, they should be offered something more, as well. Is that correct?

No. Actually I would venture to guess that the water & snack IS the platinum arrival gift and that not everyone gets it. Only at full service Marriott and Renaissance properties are your offerred a choice of arrival gifts. I have not stayed at Springhill Suites yet, so I am not sure and may be wrong. I will be staying there in October for one night as they offer a 3 week park and fly package (3 weeks of parking included with 1 night stay).

I do know that at Residence Inns, and other non full service Marriott properties, they offer a standard Platinum arrival gift. In the case of the Residence Inn it was sun chips and a bottle of water on the kitchen counter, along with a note acknowledging the platinum member. I think Courtyards do something similar; although I have not stayed at one of those in years. Other Platinum members who have stayed at other non full service Marriott properties should be able to shed some light on the actual arrival gifts they received.

I am gold. You're correct that the water and snack is the platinum arrival gift at SHS. Occasionally I get placed in a room setup for platinum (sign on the desk welcoming me as a platinum member). It has the water and a small snack. Otherwise there is no gift.

--Jon (who may make platinum this year)