Marie, I would like to get your initial take on two issues revolving around EEOs and I wonder if there could be a start to having them addressed.

One could be classified as "Elite (Universal)', the other "Group Specific".

The first has to do with the EEOs themselves (both the "glossy" and "online" versions of the Marriott and Renaissance "Buy One, Get One Free Weekend Night" EEOs. (In threads in this forum they're commonly referrred to as "B1G1" and "BOGO"

To make a long story it has been my experience (and I'm sure many will confirm) that properties at which they are valid have very little knowledge as to what they are and how they should be processed in order to receive appropriate credit(s) from MI.

More often than not it seems, the bill that's slipped under doors during the very early hours of checkout will charge for a weekend night that should be "nocharge".The result is that we (Plats & Golds) have to make a stop at the front desk in order to get it all straightened out and receive a corrected bill.

The amount of time this takes can vary depending on whether or not someone who's familiar with the program, who's got the authority to issue a credit, is available.

It seems to me that the inclusion of complete/specific processing instructions on them (like those appearing on Bonus Bucks), would go a long way toward solving this problem. Matter of fact, I suggested that over a year ago.

The result was that the "glossies" carry a statement (certainly not adequate):

"17. Hotels should call Mariott Rewards Resource Desk for any processing instructions." (Online versions don't even carry these iinstructions.)

Printing compete instructions on EEOs (which aren't due out for nearly a year) I would think would be easy to accomplishx.)

Secondly, a more parochial issue -- affecting only Lifetime Plats and Golds.

Every year, in the mid-January/mid February timeframe Marriott mails updated MR ID cards. Accompanying those sent to Golds, Plats, and Plat Premiers are a set of the "glossy" EEOs as well as anything else Marriott wants to distribute to them at that time.

Trouble is that since Lifetime Elites don't require new cards, nothing is sent so they miss out on the EEOs.

I (LT Plat) literally had to turn hamdsprings with the Customer Contact folks for two years running in order to receive a set of the glossies for 2007 and 08(I'm aware that EEOs are available online -- but, as I said, no processing instructions are printed on them and seemingly, front desk associates (particularly in properties where the franchise self-manages) while having a problem in accepting and processing the glossies has an even bigger one with the online versions. (And that's not to say it doesn't happen at all at MI-managed properties).

I 2ould think that the second issue would not be too difficul to address and fix either.

Lastly, there's (to some extent) an "education gap" at the property level regarding EEOs. Part of it I would think is atributable to the fact that EEOs are a "weekend occurence" and that's when it's likely the most junior, least-experienced associates are manning fthe front desk.

My guess is that some training at the property level as to EEOs is required and I'm very certain that affixing complete instructions on both glossy and online versions of EEOs will, to a great extent alleviate the problem.

Thanks for "wading" through this and I would be interested in your take on these issues.

Hello,

I'm aware that this has been a concern of yours for awhile; I'm looking into. Please stand by.

Kind regards,

Marie

Hello,

Marriott is constantly moving towards reducing the amount of paper used, which is good for the environment and more cost effective. We anticipate it will not be long until EEO�s are offered exclusively online. Because of this it�s very important that our customers feel comfortable redeeming their online offers.

Your concerns are that when you redeem your buy one get one offer, the hotel doesn�t always know what to do with it. You have requested that the online versions of the EEO�s includes the same �Instructions to the Hotel�, as is seen on its printed counterpart.

I am happy to say that a few moments ago I got confirmation that this request is going to be implemented. I will let you know when this will be viewable online.

Another concern is that our Lifetime members do not currently receive the printed version of the EEO�s, due to the fact that they are only sent out at the time a new card is sent. For this year at least, if you are a Lifetime member and would like the printed versions of the EEO�s, please contact Marriott Rewards via e-mail or phone to request that a printed version be sent to you.


kind regards,

Marie

great response and very quick reply - thanks

Marie,
I think the real problem is that the hotel charges for the 2nd night and we have to take the time to rectify the bill. It is really infuriating and a complete waste of time, particularly when I have confirmed that the second night is free upon checkin. Another problem that often happens is that if I change the credit card at checkin, that change is not picked up when the hotel redoes the invoice eliminating the second night. It reverts back to the original credit card used to hold the reservation.

Rather than just put a line on the certificate asking the hotel to contact Marriott if they are not sure how to process the certificate properly why don't you just train (or retrain) the hotel on how to properly process the certificate. The hotels have no problem properly processing a reservation that has been "paid" for with Marriott Points but they inevitably charge for the second night on these two for one EEO certificates.

Also, after reserving a room using a certificate why does our confirmation indicate that we are paying for BOTH nights. It has no written comment or other indication that the second night is free and thus we have no proof of that fact when checking in.

And why can't we book these online like we can book a special rate (like AAA, M11 or other coded rate)? The coding for this should be pretty simple for your IT dept. Again, it's a waste of time (and an expense if we are booking this while traveling overseas) to have to call MR to book this type of reservation.

Gold and platinum guests are your most important clients. There are enough comments in this blog that you should be able to determine that we are very frustrated and a bit insulted by the lack attention from Marriott to solve the inept procedures used for these certificates from the reservation being made through hotel checkout.

We LOVE these certificates (particularly being able to print them online) and wish you could fix the problems. Please don't discontinue them--just fix the procedural problems.

Adding a line to the certificate telling the hotel to contact Marriott if they don't know how to process the certificate really won't solve the problem.

Thanks,
Sharon

I agree with everything just said. As the first post says the wording on the preprinted certificates is still quite lacking, simply stating to call MR for directions. Your front desk staff should ALL receive training on how to handle these certificates so you do not leave it up to the guests to have to explain to the MR employees what our benefits should be.

--DD73

Marie --

Thanks for the prompt response to a complex issue.

There are a couple of things though that I want to reinforce.

First, the as to "the instructions to hotel", whoever is in charge of the EEO program should check out Bonus Bucks' preprinted processing instructions - they've clear, complete and most important of all, they're understandable.

I've yet to have a serious issue in terms of hotels processing them correctly (as a credit).

Also, hsving some experience on the subject of obtaining the "glossies" perhaps someone in Customer Care could alert the staff as to what you've advised lto liftetimers over the shorter haul.

Yes, as I've said, i did receive my glossy EEOs but it took many, many emails (twice - once in 2007, then this year) ti get them sent to me (which this year was by overnight DHL -- very, bery responsive and impressive on the part of the folks at customer care and fulfillment depts.)

And, a big thank you to you as well....

Quote:

Quote:

Originally Posted by rahmanbar

Yes, as I've said, i did receive my glossy EEOs

Rahmanbar - I am doing a happy dance for you ............persistence pays off!

Now, I just found out that I am one short...do you want to gift one to me??? (JUST KIDDING!)

Sophiegirl,
you can print out any missing certificates online. Just go to your elite account, view your platinum offers, scroll through offers until you see the one you are missing. This comes in very handy when you lose one too. It won't be a glossy but it works exactly the same.

sharon

IMHO you better think what you are actually wishing for. Right now you can use EEO's most of the on rates that are not "officially" qualifying ones.

Right, they're available but they are also currently inadequate in terms of being comprehended and adminstered at the property level..

When I initiated this thread acceptance and processing of online EEOs at the property level were a problem (even more of a problem) than the preprinted ones. (Certainly - having them available online eliminates the issue of a segment of the elite membership being omitted from annual distributions.)

Preprinted EEOs carrying adequate processing instructions for properties; the online ones, are not helpful, but exacerbate a problem.

IMO, if in the future, the online EEOs are to be the only ones (which in and of itself is fine), they've got to be meaningful/understandable to those who grapple with them in the properties' back offices. Not to mention, precluding customers from being hassled.

If not, this discussion will be an annual event.

Hello,

Hopefully the information below can help to clarify some things for you.

Let me clarify what the �The instruction to the hotel� will do for the hotel employees. All hotel front desk agents are trained on how to process a BOGO offer and comp the second night. There is no special processing procedure to be listed; the hotel simply waives that second night. The instructions that are currently listed on the glossy version of the EEO�s, which will soon be listed online, are for the hotel employee to contact Hotel Property Support. The hotel property support line is a training support tool for our hotel associates. Anytime a hotel employee is uncertain of a Marriott Rewards procedure or process, this line is a way they can get additional information and training. It�s important that they contact this help line as to determine what the training issue is at each hotel or for that individual employee. This is a way that we can actively re-train the hotels.

The BOGO elite exclusive offers are booked for a standard rate at the hotel, for this reason they are not associated with a special booking rate code. This results in no specific notation on reservation that a BOGO will be used to cover the second night. This can be frustrating; however, it does ensure there will be no capacity controls placed on the ability to use the BOGO.


[QUOTE=rahmanbar;9377074]
Also, hsving some experience on the subject of obtaining the "glossies" perhaps someone in Customer Care could alert the staff as to what you've advised lto liftetimers over the shorter haul.
QUOTE]

Our customer service offices are ready to assist any Lifetime members with their request for printed EEO�s.


Thank you for all of your feedback.


Kind regards

Marie

Well we may need to help them assist us. I'm on w/ them right now & they can't figure out how to get the printed sent to me. I'll post if they work it out & ask for your help if they don't.

Cheers.

Marie, I appreciate your attempts to help but it appears to me that you simply don't understand the scope of the problem. I realize there's a difference in perspective here (we're all guests who spend at least 75 nights a year in Marriott hotels; you're most likely sitting in an office in Salt Lake City or Bethesda wondering what the big deal is), but let me try to paint the picture for you:

Imagine if every time a guest checked in and had their credit card swiped, then they had to come have it swiped again before they could check out, sometimes by a manager or two. This is a very standard thing, providing a method of payment at check-in, and the front desk staff at all properties should easily be able to handle it. But just imagine if that process broke down somehow every single time. You'd have a lot of unhappy guests wondering why this simple process couldn't be figured out and why they had to waste so much time going to the front desk before they could check out.

That's pretty much what we're dealing with. The EEO certs are like currency that we present at check-in. If front desk associates were all as well-trained as you say, then it would be applied automatically, seamlessly, and without fail. As others have pointed out, this is true for BBs. They post immediately to a room account as a cash payment. EEOs almost never work right. It's frustrating, and turns what should be one of the biggest perks of the program into a big dissatisfier for your most loyal customers.

BTW - the person on the plat line couldn't figure out how to get the EEOs mailed to me. Nice guy; was on hold a lot & then he came back on & said he needed to email XXX to have her send them. We'll see if they arrive. I'm not willing to put the XXX name on a IBB, but PM me if you're LP and need it to get them mailed to you. Cheers.