Using an EEO on a PAR that is a package
 

I made a reservation for the JW Marriott Miami for a 2 night weekend stay using the EEO B1G1 for the 2nd night. The rate I selected is called the "Summer Shopping Package". This rate is the first rate listed. I entered no promotion code to get this rate. I made my reservation through the Platinum Line and told them I wanted to use the EEO and I was told no problem. Today I got an e-mail saying "Upon looking into your reservation I have learned that you have a special promotion rate for the weekend that includes parking and breakfast complimentary. Unfortunately the EEO certificate cannot to be applied towards that rate." Who's right? I have been on hold for 20 minutes with the Plat. Line and counting. Anyone have any experience with this to share? I am seriously considering not going if it's going to be a major hassle with the hotel (in addition to the regular hassle with using an EEO). 25 minutes and counting.

another tidbit
 

I am still on hold. I was told I can use the EEO for this rate but for the second night it only pays for the room and I won't get the free parking, bkfrst (not a biggie since I have CL), or the 6 P.M. checkout. I told her that I don't think she's correct, the way the EEO has always been explained to me is that it pays for the rate as if it was a check or cash or cc. Truth is, a big reason I was going was for the 6 P.M. checkout... Maybe Chris can clear this up for me.

well actually...
 

Now the lady just got back on the phone and told me that since putting me on hold for the 4th time and asking the hotel about the late checkout included in the package, the guy at the front desk talked to his supervisor and they won't honor the EEO at all for this rate. Now she put me on hold to talk to her supervisor again and see if that's right. Boy, clarity is seriously lacking on this issue. Chris: What's the real deal?

I just returned from a stay (see Trip Report - Trumbull Ct. Marriott) wherein I used a B1G1 free weekend night EEO on a rate (Siummer something) that included breakfast each AM (parking was an N/a because it's free at this property)..

It was a commonly available rate that required no coding (I was signed in so as to assure I'd be eligible for all Plat benefits) and after I completed it I called the Plat Line who confirmed that the rate, because it was publicly available qualified for the use of an EEO. The "free" breakfast was part of the offer and "had no bearing whatsoever on it," according to the Plat CSR.

Again, the key is not it's components and inclusions, rather that the rate is "publicly available."

Amended to Add: The breakfast and parking are inherent as part of the rate and cannot be separated out of it. Not only that, but when you cleared it with the Plat Line that meant that the EEO was viable at that hotel; no if's, and's, or but's (or they would have told you so (as the hotel should have at check-in.

Free water a bathrobe and mouthwash are components in a CL room. If you chose to pay THAT publicly available rate would they removed those articles prior to your "free" night?

Stick with your guns -- escalate to a manager if that's required..

Amended to add: I once had a situation wherein I called to confirm the use of an EE
O on a publicly available weekend rate. The Plat CSR actually changed the charge for the free night to rack so as to "guarantee that I didn't get the "free breakfast" I was inelible for because I paid nothing for that night.

I waited a while, called the Plat Line back, talked to another CSR and after I related the chain of events she said that that was ridiculous and restored the reservation to what it had been.

I have used the EEO multiple times before on package rates that included extras and never had a problem.

Most recently, I used it on a package at the Renaissance Portsmouth (VA) that included a bottle of champagne, 6 chocolate-dipped strawberries, and breakfast - it was about $40 cheaper than the regular rate, so I booked it. They accepted the EEO with no problem and, to my surprise, brought up a second bottle of champagne and second half dozen strawberries the second night.

Before that, I used the EEO at the JWM Pennsylvania Ave on a rate that included breakfast. Got upgraded to a small suite, and no problems accepting the EEO.

I also recall using the EEO at other times with package rates, and have never been so much as questioned.

The JWM Miami is a great property and is one of my favorites. Great c-lounge, beautiful hotel, and a very nice staff. Enjoy your stay there.

Thank you- I feel a little better now
 

I thought that I was seriously mistaken, after everything I've been told tonight, Glad to see you guys agree and have the experiences to back it up. Back on hold. 45 minutes and counting.

Now the next line: The Front Office Manager is wrong
 

CSR gets back on the phone and tells me her supervisor is saying the Front Office Manager of JWM is wrong. She doesn't know the rules and EEO is valid. Now the CSR says she's not sure about the comp. bkfrst, parking, and late checkout. She says she's leaving a message for the Front Office Manager to call me tomorrow and tell me herself that the EEO works. If she doesn't, then I'm supposed to call back tomorrow night and tell them and they'll connect me to customer service (hopefully for a shorter call than tonight). After only 55 minutes it's all completely not straightened out! I am wondering if it's worth all this hassle and how much more hassle I'm gonna get at the hotel- I'm sure I can kiss any upgrades goodbye (unless I can guilt the Front Office Manager into one- you know for all my troubles). And have a strong feeling I'm not gonna get the 6 P.M. checkout- in which case I'm not going. I'll let you know what happens...

There's only one way, according to the printed rules ( quoting from on the reverse side of a preprinted EEO I received in the mail earlier this year) that they could wiggle out of it.

And even then it would have to have been invoked up front at the time you booked the stay:

"2. A limited number of rooms are available for this promotion. Certain blackout dates may apply."

I've used these things for years at a variety of FS Marriotts and Rens and I've never been denied the full use of an EEO by either a property or the Plat Reservations Line (other than what one CSR tried to pull that I cited in my earlier post which was reversed by another one in a later call).

I often use EEOs with package rates, and every single time, at a wide variety of properties, the second night was free but I did not get the additional package benefits. And to be honest, I never fought it because I think that is perfectly fair. A free night is a free night, but trying to pile on the benefits seems more than a little greedy to me.

I can only conclude that it's the people who try to squeeze every possible cent out of any promotion (I'm not talking about the OP here, but just in general) who eventually ruin it for the rest of us. Corporate will eventually decide the hassle just isn't worth it...

I must disagree; I don't thiink that "squeeze" is an accurate depiction.

Consider the following scenario (which essentially represents a frequent one for a weekend night in suburban Ct. although at times very attractive promos provide for significantly lower publicly available rates which include add-ons like full breakfast.)

When I intend to utilize a B1G1 Free Weekend Night EEO I'll go to the Marriott.com site and begin the reservation (first by signing in). After inputting the requisite information, omitting any special coding (AAA, Corporate etc.), I'll get a menu of area properties.

That should result in only publicly available rates being displayed by each of them.

The one I choose displays three publicly available rates for the two-day weekend stay I've chosen -- one at $119. per night (room only), another for $134. (Stay for Breakfast, Two for Breakfast etc.) and Concierge Room at $229. (w/o breakfast and usual qualification about non-availability of lounge on weekend).

I then call the Plat Line in order to obtain clearance to use the EEO.

Seems to me that since I chose the higher $134. rate the principle remains -- that the free night still comes with all features as stated, including the breakfast.

Am I not paying for it?

To put it another way, is it their intention to charge $134 for one weekend night and essentially forgive just $119.00 (presumably the room portion of the night's cost) for the second one? And it isn't like the Ts and Cs state that the second night credit is for "room charge-only."

If I had chosen the Concierge Room and consumed the water on the "no-charge" day are they going to add it to my bill?)

So, how is that squeezing?

IMO at least, 'squeezing' (aka extortion) would be demanding something that the rules do not provide for; eg - weekend breakfast coupons, or a suite uupgrade (both nice to have, both valid reasons to utilize a property over others, but provided solely at the property's descretion).

I do not believe it
 

The hotel will not take the EEO to cover the room for the 2nd night (forget about the parking, brkfst, late checkout). I waited all day for the front office manager to call me- no call. I called the plat line- they connected me to customer service- who said nothing could be done (after a 20 minute hold), the front office manager left for the day, and will leave a message to call me tomorrow. Fine. Hour later- I get a call from the Assistance Front Office Manager and the response: no can do. They will not take the EEO b/c it's a package even though it's a par. Told me they won't get reimbursed for the certificate if they accept it. I said corporate told me the hotel will take it- he said well we're not accepting it and there's nothing he could do about it. I said fine and hung up. I really could not believe it. Life's too short (already wasted 1.5 hours on phone calls- just wish I could get that time back)- I'm going to Renaissance Ft Lauderdale.

If you noted the names of those you talked to you could drop a letter to Marriott Hq about this incident. I'd suggest that you do it in chronological order naming names, identifying their affiliation (Marriott 800 lines or hotel) stressingf though you complied with the rules governing the use of the EEO and that you received confirmaiton that you could take advantage of the program, the hotel subsequently decided that they simply weren't going to honor the offer and that both Plat Reservations nor Customer Care told you there was nothing they could do and that you are escalating the issue in hopes that higher-ranking Marriott associates could effect delivery of what you expected (and in light of your adherence to their rules deserved) to receive.

I'm wondering now that, when you made the reservation, if the Plat Line cleared it with the hotel (remember Rule #2 that I quoted in an earlier post), or didn't but told you the hotel would accept the EEO.

thanks for your suggestion
 

Thanks so much for your suggestions and experiences. I remember very clearly that the Plat. Reservation CSR did clear the use of the EEO with the hotel- she put me on hold for a few minutes while doing this. But of course it was some overnight clerk at 11 P.M. who may not have known their policy or more likely didn't really care to look into my res. but just said the automatic yes whenever he's called about the hotel accepting EEOs.