Marriott thinks we're stupid
 

Do Marriott purposefully withhold Rewards points for stays in the hope that some people cannot be bothered to check or to chase it up? It definitely seems this way.

I stayed in Marriotts 3 times in October and none of them posted to my account. I called the customer service and they said they will contact the hotel. 3 days later and no progression, as they are "waiting for a fax", they said call back in a couple fo days; how long does it take to send a fax!!

Do you check your reservations on your MR account detail before you travel? If the reservation is there it means they have your MR number and the miles should show up automatically.

Not always True, Ive had some that were on my acct and didnt get the credit till I faxed in a copy of the bill. Especially with Intl stays.

Sorry, can't agree with you at all.

For the month of October I had 7 different stays at a Marriott product. The only one I am still waiting to post is the one from the 31st. All others posted within 4 days of the stay.

Were all 3 of your stays with one hotel? If so, it is probably just them and might be a good reason to stay away from that hotel.

They were all at same hotel. So probably just that one being cr@p

Remember, very few Marriott's are corporate owned. Staff at non-owned properties, including those who send information to MR, are trained by Marriott but managed and employed locally. They often can reflect the corporate culture of the owners/managers rather than that of Marriott, unfortunately.

IME, about 8% of our stays require some sort of follow up. Most are at select service properties, and all follow-ups have been at such.

Pat

So true - Earlier in the year I posted about a property (no point beating up on them again) which was Marriott owned and operated which was sold and is now a franchise and managed by the franchise-holder.

I've noticed a significant turnover in front office/public-contact personnel and sad to say, they are a reflection of a once-great property that's sliding downhill.

Conversely, there's another one, the Renaissance Del Monte Lodge and Spa which was an independent and is now franchised. And, like the property cited above, is managed by the franchisee.

The Del Monte, in my wife's and my opinion is, an excellent property and reflects that the people running it and working there are first-rate.

Unless you were specifially made aware of it (out of curiosity I asked), you'd think it's operated by Marriott International.

Received Platinum recognition without any prompting whatsoever. Processing of the "one no-charge weekend night" EEO and the generating of MR points was seamless and timely.

Nah, admittedly there's a problem posting for me every now and then, but overall I find Marriott to be pretty good and relatively quick as well - as good or better than SPG, Hyatt, and especially Hilton.

Mark

I agree with the doc - most of my stays have been credited fairly quickly, and I've found Marriott's execution in terms of awarding / crediting points to be as good / better than the other chains. Sorry to hear the the OP is having a problem with that one hotel.

OP - perhaps you can post the specific hotel so that we'll be more aware if/when we stay there?

Milan - Italy

Not always the case, I have received receipts upon checkout with all the pertinent information, and still the points did not post. I had to go through the same motions..i.e., fax.

There is a similar post regarding such issue, how this is happening, unfortunately; with more regularity. Some posters feel Marriott is better than other chains at posting points to accounts. I feel they should be!

Pat,

I just want to clarify, just because MI doesn't own a hotel doesn't mean they don't operate it under a management agreement, MI actually does manage a good % of the total portfolio

Good to know....are the employees paid by Marriott or by the property owner? I've noticed far more variability and negative issues at select service properties than at full-service properties. Any rhyme or reason to that observation?

I've also noticed that MVCI site employees tend to be a notch below their hotel counterparts in the service ethic. Do they receive different training in customer service?

Pat

If the hotel is Marriott managed then the employees are paid by Marriott.

Hanlon's Razor: "Never ascribe to malice, that which can be explained by incompetence."

I do a semi-annual checkup and usually find one or two missing. An email to the MR customer service desk has always resulted in a quick fix.

Stuff happens.