Platinum Guarantee -- 5 in a row
 

Wow, I have now collected the $100 platinum guarantee at 5 full service Marriott and Renaissance properties in a row. I even asked the manager whether something was wrong with my record in the computer and they said no.

As for collecting the guarantee, each time it has been for failing to offer a platinum amenity or points. Interestingly in each of these 5 incidents, I was given lounge access and an 'elite' keycard, the desk clerk simply failed to offer the amenity. I always wait until I check out, giving them time to correct the error during my stay.

I used to feel guilty about collecting but no longer. The reason I stay at Marriott is Marriott Rewards. I stay ~120 nights a year and will often drive across town or pay slightly more to stay at a Marriott property. So if Marriott says I get the amenity or $100 - I'll take them up on it.

Am I the only one seeing an increase in front desk staff forgetting the plat amenity>

I don't know if I've seen an increase in them forgetting, but over the years, I tend to have a few each year that forget to ask. My approach has always been that if they don't ask me during my check-in, I will remind them. If they still don't (and I have never had one to not offer after a reminder), I might invoke the guarantee. The few times I have invoked the guarantee was when I asked for something like milk/cookies that they had to bring to the room (which is normally only when I travel with my kids.) If they don't bring the amenity that night, I might invoke it then.

I have to admit, that I could count on one hand the number of times I've ever had to invoke the guarantee (and I would still have free fingers). That subtle reminder just seems to work well for me.

I'm just curious how they react when you point this out?

My only experience with the guaranty was at a Marriott in Raleigh. They told me they did not have a King Room available, but went to great lengths to tell me that it was not requested in the reservation. This made no sense. Why tell me there are no Kings when it was not noted? I asked, and the desk clerk made up another lie, then another lie, and then another lie. Finally, I pulled up the reservation confirmation, which clearly stated that the King Room was guaranteed. Surprise! Suddenly there was a King Room available.

My take at the time was the clerk was telling lie after lie after lie to avoid paying out the $100. The assumption was paying out this money was about the worst thing the front desk could have to do.

The worst part is the hotel didn't understand that it wasn't the lack of room availability that was the problem, it was the fact the desk clerk thought it necessary and easy to lie.

I normally always carry a printout of my reservation. Just in case there are issues. So far, I guess I've been lucky and haven't really had any room type problems to date. I'll be checking in to the NYC Marquis tomorrow afternoon (with a 2 double bed room rather than the normal king bed) and I already have the print-out showing the room/bed-type requests.

I would say that if I had a front desk person argue with me like your situation, I might be more inclined to invoke the guarantee there.

If you requested a high floor room in the reservation and they give you a ground floor room and say they can't change the location does the guarantee still apply?

No.
http://www.marriott.com/rewards/terms/elite.mi

I have invoked the guarantee from time to time at just about every Marriott brand. I've always been offered the cash....and I've always worked something else out (points, free breakfast at CY, free HSIA, parking, etc., etc.,...trying to get something else I want and create a win-win). Honest mistakes do happen. I've certainly make as many, or more, than the next guy.

However, I have to say, in a case where I'm clearly being lied to for no apparent reason (such as per the example given), I'd take the cash without hesitation and without batting an eye!

I don't know if having to pay out $100 gets negatively reflected on the property or the FD clerk, but here is a recent story of mine:

I was stuck in an airport with thunderstorms and my original flight cancelled. I finally made it on to a later flight but knew I would be arriving at the Marriott after midnight. I called the hotel in advance to 1) be proactive about the amenity and 2) after that day of travel, I _really_ could use a nightcap.

The FD clerk I spoke with was hesitant: "The bar and kitchen close at midnight, sir and we won't be able to offer anything after that". I reminded the clerk why I was calling in advance and ended the conversation with, "...OK, I guess I could use the hundred bucks."

Well. When I finally arrive at the hotel (after midnight) and give my name, the clerk recognized it and said, "We've given you an upgrade to a full suite and I had room service put a tray of snacks and beverages to hold you." He then let me fill out the amenity card (to be brought the next day) and instead of the half bottle of wine, they delivered a full bottle (*hic*).

I don't know what the motivation was, but this FD clerk not only diffused the situation of my not getting the amenity but actually made an otherwise horrible travel day end on a good note. Worth more than $100 to me and cost the property much less than that.

I collected 4 guarantees during my first year as a platinum member in 2006 (3 FS properties and 1 CY). I tend to frequent the same properties repeatedly, so it has not happened since then. For one of my claims, I knew that the property retrained the front desk to reduce the chance of making a similar mistake again.

I'm such a sad sack Platinum member. Sigh...

I barely remember that we (I think) get it because the requested/guaranteed room isn't available? FWIW - if it wasn't for this thread, I'd be irritated but not really think much about it & wouldn't have asked for the $100.

Usually I get offered my choice of snacks or points, which is what I associate the guarantee w/. Only 2x in a lot of visits have I ever invoked the guarantee & that's like hoope01 said, when I gave them a few times to rectify it & they didn't. I will say both times no attitude at all. They handed over the $$ (or in one case the Euro equivalent).

I know to some the guarantee is a big deal, but I guess I'm so-so on it. If it's a pain yes, if not - life's too short.

OVMV. Cheers.

Color me :eek: on this one. A plat amentity gift (usually a cheap 1/2 bottle of wine) means so much to you you'd actually ask for $100 after arriving after midnight when they've already told you the kitchen is closed? Did I say :eek: yet? Dude, at that point take the 500 points, get some sleep & call it a night!

Speaking for myself I sure as heck wouldn't have upgraded you to a suite & offered you a full bottle of wine, but then again if someone is calling in to kvetch about an amenity, then maybe they knew you'd be a pain-in-the-arse customer & it was easier to buy you off. :rolleyes:

I get calling in to say hey I'm gonna be late, don't give my room away. But to go on re: the amenity & basically threaten the staff sucks in my opinion :td:

OVMV. Cheers.

Frankly the welcome gift bit is just too much of a hassle for them keeping people trained, and for us chasing it down for the $100. Not to mention how uncomfortable it makes me feel to have to chase them about it. Why not let us preselect something in our profile that will be automatically granted like the points (that again, I don't have to chase) or free internet or something else that can be pretty automatic.

Keep the $100 guarantee for room type problems which I'm sure no one has qualms about chasing.

Here's what I don't understand about the welcome gift vs. points...

I can purchase whatever soda/wine/ice cream I want and put it on my expense report, so the money spent isn't out of my pocket...

But the points are mine.

So why does anyone - save someone who is self-employed - ever take anything but the points?

At 80 check-ins a years, and 500 points per check-in, that's 40k points, or 1/3 my seven nights in any European hotel reward.

With that said, I've never had a Marriott property not offer me the welcome gift, and I stay in various properties across the country, rarely stay in the same hotel twice in the same year, and check-in three or four times three weeks out of the month.

For me, I get platinum status through roughly 25 check-ins at CYs. So, 200 x 25 = 5000 points. Sure, I could expense off the snack / drink and keep the points, but it's not worth the hassle for me.

I haven't noticed any trends recently. They seem to be pretty good about remembering - I get 1 out of every 15 stays or so, usually for the amenity. The clerk/managers have always been good about it, though they sometimes need some prompting after the "what would you like to make up for it", not volunteering even when they know the terms of the guarantee

I don't feel guilty claiming it since I started writing a check for $120 (charitable tax deduction, etc) to Make A Wish for each one.