"Marriott, where are my points?"
Feb 15, 2008 | 7:45 am
#1
Original Poster
Join Date: Sep 2006
Programs: Marriott Silver, Starwood Preferred Guest, Kimpton InTouch
Posts: 105
"Marriott, where are my points?"
Interesting article on CNN's Travel Troubleshooter. A member signed up for a promotion that awarded her 25,000 points, but the points were not deposited and follow-up calls did not get the error corrected.
Feb 15, 2008 | 8:00 am
#2
Join Date: Aug 2004
Location: DCA, EGE, IAD
Programs: MR LTT, BA Gold, AA LTP, UA Silver
Posts: 6,094
Amazing how everything was fixed rather quickly once it hit the press. Welcome to the new Marriott.
Well it has been well on its way over the past year. Lack of response to complaints like this, bugs that come with their repeated software downgrades that take months to fix; and then when they, they install a new downgrade and screw everything up again. Award and paid inventory availability not showing up at 50 weeks, some doesn't show up until less than 8 months out. Things are SO bad, that Chris doesn't even address complaints or post anymore. Tough job I am sure, but I thought that was part of his job. Corporate has probably instructed him not to post anymore as they figure complaints will eventually subside, and the complainers will eventually go away. Welcome to the New unresponsive Marriott!
Well it has been well on its way over the past year. Lack of response to complaints like this, bugs that come with their repeated software downgrades that take months to fix; and then when they, they install a new downgrade and screw everything up again. Award and paid inventory availability not showing up at 50 weeks, some doesn't show up until less than 8 months out. Things are SO bad, that Chris doesn't even address complaints or post anymore. Tough job I am sure, but I thought that was part of his job. Corporate has probably instructed him not to post anymore as they figure complaints will eventually subside, and the complainers will eventually go away. Welcome to the New unresponsive Marriott!
Feb 16, 2008 | 5:34 pm
#3
Join Date: Feb 2006
Programs: HH Silver, MR Plat Prem & LT Plat, Hyatt Plat,SPG Plat, Hertz PC, National EE, UA 1K
Posts: 3,437
Feb 17, 2008 | 8:34 am
#4
Join Date: Jun 2006
Posts: 233
I'm glad the media was able to help her get her points, but they left out a few things:
a) you don't get points until after the visit because you're to do a timeshare preview, if they gave the mile upfront it would be an opportunity to buy miles without even going on the trip
b) Although technology can be great, computer system, batch processes, etc, may be why it could legitimately take 4 weeks (it shouldn't take more than a month) for miles to be credited.
==============
Sally Savona books a vacation at Marriott's Ko Olina Beach Club, where she's promised a 25,000-mile bonus the miles would be in our account six to eight weeks after our visit.
But before telling you how you can make your resort bend to your will, let's get this out of the way: Marriott should have credited you the 25,000 frequent flier miles days, not weeks, after your stay.
Wait. Scratch that. You should have received the loyalty points the moment Marriott took your cash. I can't think of a good reason why the hotel would wait until after your visit to give you what it said it would. (I mean, how would Marriott feel if you decided to wait until six to eight weeks after your visit before paying your hotel bill?)
a) you don't get points until after the visit because you're to do a timeshare preview, if they gave the mile upfront it would be an opportunity to buy miles without even going on the trip
b) Although technology can be great, computer system, batch processes, etc, may be why it could legitimately take 4 weeks (it shouldn't take more than a month) for miles to be credited.
==============
Sally Savona books a vacation at Marriott's Ko Olina Beach Club, where she's promised a 25,000-mile bonus the miles would be in our account six to eight weeks after our visit.
But before telling you how you can make your resort bend to your will, let's get this out of the way: Marriott should have credited you the 25,000 frequent flier miles days, not weeks, after your stay.
Wait. Scratch that. You should have received the loyalty points the moment Marriott took your cash. I can't think of a good reason why the hotel would wait until after your visit to give you what it said it would. (I mean, how would Marriott feel if you decided to wait until six to eight weeks after your visit before paying your hotel bill?)