Another BOGO Rant
 

DW and I just finished a stay at the Marriott BWI on the Plat BOGO. Not the most glamorous use, but the wife had some seriously early days at the office during some systems tests. This turned a 45 min commute into a 2 min commute those days.

Anyway I digress......

We made the reservation through the the Plat line informing them of the BOGO with no problem.

Presented the coupon at checkin and got the "blank stare" from the check in person. However, they checked with the desk manager on duty and were instructed as to the procedure. (I only mention the blank stare because it would be nice if these folks were trained in advance on how to handle these.)

We used the BOGO dining on room service and it worked fine.

Naturally, the folio slipped under the door charged us with all nights. Frustrated, I went to the desk to checkout. They had no record of my BOGO and ofcourse I no longer had the coupon. She wanted me to name and describe the person that checked me in so that "as a courtesy" she would remove one night of our stay. She said that if "I had" presented a coupon, it would have been noted in my record. Basically, I was a liar and she was doing me a favor. :mad:

This happened last year at the same hotel. We had a flight the morning of checkout and no managers were on duty at the time to fix it on the spot. Ultimately, it was corrected. This time I tried to make sure all i's were dotted and t's were crossed.

IRRITATING.

I get the blank stare 3/4 times as well! Managers seem to get it, but had the same wrong charges at the Ren Walnut Creek last yr. It was promptly corrected tho. Maybe a Marriott Lurker will read this thread and schedule some trainings or at least an email?

I've used a lot of BOGOs and probably twice out of seven times have they been coded right. Luckily most of the time they just take care of it at checkout with no more aggravation, but I too have been given the third degree like I'm trying to steal a room because the hotel employee who checked me in put the coupon somewhere out of place and didn't note it in the record.

Can you ask for a receipt or a copy when you submit the coupon at check-in?

I have never used a BOGO but usually ask for a receipt or a copy of the BB coupons I give them at check-in.

Ive found more often then not, if they ended up charging me for the 2 nights and I needed to stop at the front desk and have them fixit, I ended up with 2 nights credited and pts for both nights:D

I am starting to think this is the way to go, althought should be unnecessary.

This issue, long-festering came up once again a few weeks back at about the time that the new Marriott Concierges were announced.

Here's that thread -- one of them, Marie, posted twice on the subject and what she said in her second suggested that it is, at long last, is gettng the attention it merits.

http://www.flyertalk.com/forum/showt...ighlight=marie

Yeah-it is very rare(maybe 2 out ten weekends)that this gets done correctly.
The chimps at the desk in this instance need to be chastised for treating you like this at checkout"as a courtesy"my Aunt Fannie.MOD's pressence would have been requested at that point-and the chimp would have been dismissed.

This issue-which has been a sore spot for at least three years(maybe longer)without any action on Marriotts part.

Horrid way to treat your best customers.

I agree with everything said above. Proper credit of the BOGO very rarely happens but I've learned just not to sweat it. Generally I call the front desk when I receive the incorrect invoice under the door and the credit is applied by the time I check out.

I fear that if we complain about this too much Marriott will just decide not to issue these BOGO's anymore and we will all have lost out on a fantastic benefit.

If the front desk "loses" the certificate you can just print out a new one (I keep an extra one handy just in case) and give it to them. And be sure to check the "check-in" and "check-out" dates on the final invoice. When they remove the free night it often changes the "check-in" date to the date you are making the correction ("check-out date") and you will either not get the two night stay credited or you will have to waste time calling customer service to apply both nights when you discover the nights were not properly applied to your account.

Anyway, Marriott--if you are listening: it would behoove you to fix the multitude of problems associated with reserving and redeeming these BOGO certificates but please don't eliminate the benefit--we love these and appreciate the free nights and free dinners--we just want it to work efficiently.

And one more message to Marriott--a bit off topic. Instead of buy one dinner get one free isn't it more fair to give a 50% discount to your Gold and Platinum best customers who often travel and DINE alone? We can't use the certificate if we are not traveling with another person. The hotel makes the same margin with 50% off and we can take advantage of the discount when traveling alone.

not only do I copy the BOGO but I also write on my copy when I'm still at my office:

Name of FDC ____________
Time delivered ___________
Noticeable facts __________ (this is just any observation that can be documented at the time of check in that might remind her of the transaction)

I just have the originial paper clipped to the copy and give them the original and fill in the blanks as I check in; and still they get it wrong and I go back with the copy and my notes and its cleared

Its amazing that it has come to this with FDC's; but its such a common occurance that I don't even think twice about doing this anymore

I just used BOGO at the London West India Quay. The front desk guy was completely clueless. He disappeared into a back room and came back after 5 or 6 minutes. He said no one knew what to do with it, but they'd keep it and get a manager to fix it in the morning. Well, the next morning I received a call and was asked where the original certificate was. I said, they don't send the little books out to me, the website says to print this out and present it as the certificate. He could read it right there on the printout I'd given to the clerk the night before. Ultimately, the accepted it, but it is an inconvenience to be questioned and badgered about these things. They should train their staff better.

I really want to confuse them
 

Ok I know I can use my BOGO cert on a public rate but can I pay for that public rate with a PP or BB? If so am I better off delivering it the next morning (ie, not at the time of check in with the BOGO)

me thinks not but i'm guessing someone has pulled this off or did the FDC lose both certs :eek:

I agree with your approach. However, this year's BOGOS were mailed coupon books, not online like last year.

My own experience matches much of what has been said here. I do think all front desk personnel should be trained on a regular basis about all these "promos" and how to handle them. "Blank stare" is NOT a proper form greeting your "most valuable customers". Hope the MR lurkers are reading this thread.

Having been burned couple of times, I tried to make a copy of the coupon around, just in case.

For the first time ever I had a BOGO processed correctly this past weekend at the Renaissance Washington DC off of 9th St. Turned the certificate in to the desk clerk at checkin (not a manager, but still seemed to know what it was) and the charge never showed up on my bill.

They were mailed books? I didn't receive one. I've been Plat for a couple years and have never received actual BOGO coupons. I'll have to double check my 2008 Plat packet again.... :confused:

They were absolutely mailed this year. There was a small booklet in my pack that contained the entire year's worth of coupons.

Let us know if you find them!

The Renaissance Orlando Airport process them in a unique manner. The final bill lists both nights and an adjustment for the BOGO certificate. In this manner, you end up getting 2 nights elite credit and the points for the paid night.

They were still available online. I always print out 2 copies now -- not to use them twice, but to give one on checkin and have another if necessary on checkout. If BOGO was a new program I'd understand the confusion but its been around for a long time.. Marriotts and Renaissance should really know better.

Same experience.

I would say 4 out of 5 times, I get charged for both nights and have to take care of it the next morning.

I employ few tricks to help myself.

• I highlight the section where it says a printout is acceptable
• I make a duplicate copy in case they lose it

The worse case scenario was last year when the front desk had no idea what the paper meant. It took 4 hours for the front desk and the front desk manager to figure it out, including a call to Marriott Rewards. They tried to convince me that I should pay the entire bill and that Marriott rewards would send issue me a credit.

I finally left with the correct bill, or so I thought. Every six weeks they would recharge my credit card for the second night. This went on from August until Christmas eve (great timing). Finally I demanded 25k miles as compensation which they gave me. First time I'd ever demanded compensation from a hotel.

If I may so inquire, what property was this? I have found that Oklahoma Marriott properties (across the board) are relentless in attempting to collect what they feel should be due to them. I had issue with TWO properties (Tulsa Marriott Southern Hills and the Waterford Marriott in OKC in what would have been the same trip) not properly cancelling my reservations upon request, and one posting charges to my folio as if I were actually staying at the property, and the other posting GNS charges to my bill. The card I had on file at the time had expired so they were not able to collect these charges, and called me a week later to "discuss how I would go about paying those charges." When I explained that I had cancelled the reservations due to situations outside of my control, I received apologies from both properties and was told it would be taken off of their books. Low and behold, a month down the road, I receive copies of the final bills in the mail from one of the properties, again telling me I had an open balance, and threatening to turn it over to their internal collections department if I did not pay the balance. Again, I called, explained the situation and that I had ALREADY cleared this up once before, received no apology, but told it would be taken off the books. Well three months down the road, I receive a call at 5AM from the accounting department telling me I needed to clear the balance. Again explained the entire situation, reiterated that it WAS 5AM and any decent business would check the location of the area code they were calling before making any calls, and that I was quite disappointed that I was being harassed over something that never should have occurred in the first place. The accounting person merely snickered (I immediately called Marriott Customer Care afterwards to report this, to no avail) and hung up.

Update, I got a call from the hotel manager this evening. They were very apologetic and professional. She asked what she could do. I said nothing was necessary. I appreciated her call and would certainly return to the property. I told her this seemed to be a company wide problem and with coupons that were mailed, we were out of luck if not recorded properly. She insisted I take 5000 points. I relented.

Don't you just hate the term "as a courtesy" ? In other words, they are saying the equivalent of the great southern saying "bless your heart". In other words, go _ _ _ _ yourself. As a Northerner, I was taught this in a great seminar a few years ago. I love it (the saying) !!!

I have not received paper version for I don't remember how many years (perhaps 3?). I simply print them as suggested by MR web site.

OK, I double checked and I am an idiot. I did get a booklet with all of these coupons and ASSUMED that they were not online this year.

Sorry for the bad information.

:eek:I've used them in several hotels and 9.9 times out of 10 I get charged for all nights..........and I have had desk clerks AND managers REFUSE to honor the printed out version..even though it says PRINT THIS OUT.....AARRGG.

I have used these at Ren - (various) and have never had a problem. In fact, they are applied completely correctly, so that I receive 2 nights stay credit!

Posts #15 and #18 have had the same experience.

I experience the same level of correct application when I use a BB; and even a PP. ( if you want to see a blank look; hand over a PP in any city other than DC, NY, BOS, or LA :D).


The Ren certificates are identical to the Marriott certs - the difference (has to be)- - - - training.

I used one at the Manhattan Beach, CA Marriott this past weekend and in the end it worked out fine, but I did have to deal with the front desk telling me that you have to mention the BOGO when making the reservation, which I did, although it wasn't noted on the reservation.

The front desk acted like they were doing me a favor until I informed them that I'd made the reservation through the Platinum line and that they were not doing me a favor, but rather honoring a reservation made by one of Marriott's best customers.

In the end it all worked out fine and my bill was correct when slipped under the door, and it even had the correct check in/check out dates so I should get credit for both nights.

Checked out yesterday from the San Francisco Marriott and the BOGO free night was correctly applied to the invoice slipped under my door. Maybe the hotels are finally getting it...