Platinum Guarantee Withheld
 

Checked into a Marriott yesterday. They could not find my reservation. Eventually created a new one at the same rate. Did not offer the Platinum gift. There was confusion.

This morning, still needed to resolve the reservation problem. Spoke with a manager and noted that the Platinum gift was not offered. The person at the desk looked at the reservation with the manager, who must have agreed with me, since they gave me $100. Now, they claim I was offered the gift, and came up with the standard form filled in (for 500 points), which I was not offered.

I gave them back the $100 (they could just charge my credit card for it anyways). Called Marriott CS and reported the situation.

It is a case of he said, she said.....

Any suggestions on what else to do, or how to avoid such a situation in the future?

Why did you give back the $100????

The ALWAYS claim that the CSR offered me the gift and I took the points. When I explain that I never take points, they always manage to find the $100.

Why can't managers/CSR's hand over the $100 and say "yes, we messed up and here is the Guarantee that we promised you. We value you business and THANK YOU!"

I think it was rather tacky for the hotel to have given you the $100 and ask for it back. They should have determined the he said she said prior to them handing over the $100.

If you didn't fill out the form, it sounds like fraud. You could say they produced a fraudulently completed form to trick you out of $100.

By the way, so the rest of us can beware, please state the property where this occurred.

Marriott University of Maryland University College.

Some updated information.

The desk person who checked me in originally was at the desk last night. When asked about the situation, she said that she did ask me, and that I said points. When I noted that she did not fill out the usual form, she claimed that it was too busy at that time, and she filled it out later, not when I was there.

Yes.... very sad that an employee would act in such a way.

It will be interesting to see what Marriott CS does about this. I filed a complaint with them yesterday. Will keep everyone posted.

I arrived at the Renaissance Orlando Hotel at SeaWorld® this afternoon (Note the word RESORT is not in the name of the hotel.) only to discover it is a resort. I was p*ssed. When I have a choice, I don't stay at the "resort" hotels. When I checked-in, I made the Associate aware that I was upset because the name of the hotel does not include the word "resort" and I don't usually stay at "resorts" because I don't like getting screwed out of access to a lounge for breakfast and in the evenings. She volunteered that the hotel does provide a complementary breakfast for all GOLDS and PLATINUMS. Ok, so I was a little less upset. She handed me my key and I went to my room, an upgraded corner executive king room -- nice! I then realized I didn't get my arrival card. I went back down to the desk and when the Associate saw me coming, she fished out a card and offered it to me. I told her it was too late and I wanted my $100. She went and got a manager and I got my $100 without an argument.

That's the second time this year I've gotten $100 for a failure to give me the arrival gift card.

Good going!! However, you should have waited till tomorrow morning. The rules specify that it can come anytime on your first day/night, so by telling the CSR she could have sent it up and you would out of luck for the $100.

I usually keep quite and avoid the front desk until the following morning ;)

I allow the hotel a good faith effort to provide the Platinum gift. I wouldn't feel right gaming the system.

Agreed. I always give the hotel every chance to do their job. If they fail, the rules are clear.

Out of curiousity, where do the rules specify this?

I understand that people have different views on this but, under these circumstances, I wouldn't have enforced the penalty.

Just a quick point of correction...the property Renaissance Hotel at Seaworld transitioned from being a resort on 1/1/2009. They are now simply a hotel as the name on the website (and the sign on the building now state). As a result, EEO Certs, Breakfast, Etc are offered and honored.

This property (like other regular hotels - Marriott Suites come to mind) don't have a lounge.

Sorry, but I can't get over your tone. You seemed to be picking a fight from the beginning (and were wrong). I personally know the entire front desk staff, and much of the other departments as well, from nearly living at this property for a long period of time. This is one of the best properties in so far as the quality of staff (Beats JW and World Center by leaps and Bounds). They are VERY good to elites, going above and beyond the baseline, because they want to earn your business/loyalty. I can't help but notice that you didn't give back the room upgrade to an King Exec Suite (remember entitled upgrades exclude suite).

Sorry about the rant...I have collected the $100, but can say it was never when the property/staff made an effort. I've had them forget when they were busy upgrading my room, or handling a coupon, etc. I may be entitled to it, but can we all remember that it is a human being on the other side of the desk please?

/soapboxoff

^

I don't know anything about a 1/1/2009 transition ... I asked specifically if the property was a RESORT and was told, YES IT IS. I said I was p*ssed and given what I was told, do you expect me to be a happy camper?

A CORNER EXECUTIVE KING is not a suite... it is just a larger room.

You got free bkfst and an upgrade. There is no lounge.

I am failing to see what you were pissed about.