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.

Yes can someone else elaborate on this? There have been a few times this year that I haven't been offered a platinum gift - I just call up and make sure to get the gift... I'd rather get $100!!!

The one time I seriously tried to get the hotel to honor this guarantee, the GM claimed that I was offered it at checkin and refused to authorize the cash payment. She finally gave me 1000 Marriott Rewards points as a courtesy without ever admitting fault. I originally inquired about the matter at checkout and the guest services rep called her and she apparently told the rep to refuse to give me any thing except to offer me the welcome gift points. I have refused to stay at that property since them (since the GM in so many words accused me of being a liar).

Since then I've just reminded the property and got the points when they forget.

So I've found this guarantee to be pretty hollow for me at least. I don't like to be put in the postion of begging the property to pay up when they forget a welcome gift. The problem with this guarantee is that many GSRs don't want to admit they made a mistake and the guest has to ask for money because most reps will not say anything about the guarantee if you don't bring it up (so far I've never been offered the cash when I've told a property they forgot).

You guys should consider yourself lucky to get the $100 guarantee. I tried to claim my platinum guarantee the next day after I checked in but the check-in agent insisted that I requested the 500 points (which never happened). I didn't get the $100. See http://www.flyertalk.com/forum/marri...ipped-off.html

Eventually, the front manager sent me an email:

-----------------------------------------------------------------------

Good Morning ktjan,

I sincerely apologize for the miscommunication with your platinum amenity. We do have form with your room number requesting the bonus points. However, for the inconvenience, I will add 5000 bonus points to your rewards account.

Please do not hesitate to contact me with any questions, and I hope to welcome you back to the Blackstone in the near future.

Regards,

xxx
Director of Front Office
------------------------------------------------------------------------

First of all, I don't know when the form was filled and by whom but I was definitely not offered the amenity when I checked in. Anyway, one month has passed since I got this email, I still haven't got the bonus points.

Once again, nothing less than fraud.

Ironic, the Blackstone is one of the few hotels I have used the Platinum garuantee at - and the $100 was just handed over.

Carefully follow the chronology...

1) I asked if it was a RESORT
2) I was told YES
3) I was p*ssed and explained to them why
4) They THEN told me they offered a free breakfast to Platinums and Gold
5) I then said "Ok, so I was a little less upset"
6) Upon arrival at my room I discovered it was a corner executive king
7) I then said "Nice"

Bottom line is that I was much less upset AFTER the above played out but there is still no lounge and they still failed to give me the arrival gift card AT CHECK-IN.

does this $100 plat guarantee work at every marriott property? courtyards included?

Curiousity question...

Did they indicate if the free breakfast was JUST for the plat or gold? I stayed there about 1 1/2 years ago. They gave me the certificates to use in the restaurant, but is was only good for one person. I have had at other properties where the party got the breakfast, not just the single people. The employees in the restaurant acted like I was robbing the place in the confusion. The coupon did not mention the number of people or if I could combine them (have multiple and use all at once)

They didn't mention it and I'm by myself so I haven't tried more than one person.

No - I think the courtyard is either$25 or $50 - check the marriot website

Well perhaps you yell and apply vinegar when you're p*ssed does not mean that when I'm p*ssed I do. I am quite capable of expressing my dissatisfaction without raising my voice.

GH London
 

I know this slightly off topic but I had to claim the Platinum Gift not arriving at GH London. I took this up with the FD Manager and she said that this hotel did not do it, but after accessing the Marriott website in the lounge and printing off a copy of the guarantee then the amount was paid in cash. :)

The only other hotel was the Renn. @ LHR where I have asked for the cash. Both hotels were not happy about giving the cash, as they wanted to take it off the final bill.

Regards,
SM

Quote:
Originally Posted by davidash
The rules specify that it can come anytime on your first day/night,

Quote:
Originally posted by ohmark
Out of curiousity, where do the rules specify this?

Since the poster didn't respond, I'll answer my own question: they don't.

It seems fair to given the hotel until the next morning. Any thoughts?

It is an ARRIVAL gift, not a day after you arrive gift....i'd say give them an hour.....if they foul up...PAY up!

I started a thread about this to the MC and the reply was that there was no specified time...we suggested that by NOT enforcing a time basically negates the guarantee....meaning the hotel can say, when questioned..."well ms megtravels, what would you like..." as i am CHECKING OUT....

Only if you request it for the next morning.

An arrival gift means they make the "offer" upon arrival, not an hour or two later. If I order something that must be brought to my room, then I have no issues with it taking 30 minutes to an hours (unless I ask for it to be delivered at a later time.)

New Update... Marriott Customer Care (CC) has been very helpful. My highest praise to them. If you have any concerns in the future, they are the people to go to.

CC facilitated a telephone conversation with the Asst GM at the hotel. One thing that he stated was rather strange. He said that the Guaranteed Platinum Arrival Gift is not part of the $100 Guarantee. I checked my documentation while on the phone with him and stated that it is. I then called Marriott CC who confirmed that it is indeed part of the guarantee.

So far, top grades to Marriott CC... Will speak with the hotel Asst GM on Monday.

Stay tuned...

I agree with hhoope01 on this.

BTW - the very rare occasion I've gotten the $100 I've had no problems w/ the front desk honoring it.

Having said that, I'd be royally pissed-off if I encountered the lies that some have stated about being told I had requested the points at check-in if I hadn't.

Cheers.

The issue has been resolved. Marriott CC deserves all the credit. Do use their assistance if anyone else has a problem like this in the future.

I add to the sentiment that the person on the desk is a human being. When you claim the $100, it might cost them their job. It might mean very little to those with high salaries and expense accounts, but it might mean alot to someone who is struggling to feed their family each week.

I believe socrates once said that they do not lose their job in this situation.

And the policy is Marriott's - presumably if they have to pay out, it's a reminder to the employees that there is a policy to follow. I'm rarely in a situation that requires a payout, but truthfully I'm not thinking about the employee's family when I am. And while some earn high salaries & are on expense accounts, not all of us do/are, so I'd say with regards to that speak for yourself.

I was in a situation where the $100 was paid this week - arrival card or what would you like wasn't offered at check-in nor a phone call later asking, so after 4 days I went down & requested the $100. The employee offered to still give me the points or arrival gift after he paid me, but I declined. I didn't think 'double-dipping' was fair - ie, take the $$ & the gift. And the $100 (well part of it) went back to the property, as I was actually honest on the honor bar form in the lounge ;) :)

There have been times when I've been entitled to the payout & didn't ask for it because I like the properties/they've always been very kind to me, so it wasn't a big deal for me.

And we're all different - if I had turned away from the desk, realized it hadn't been offered, & returned immediately I would have reminded them of the gift/given them a chance, not been demanding the $100. I'm pretty easy-going on the entire process.

I also like what some FTers have done w/ the $100 (or $25 or $50) & that's donate it to charity.

Cheers.

I would hope that after your detailed posting and the hulabaloo in this thread that followed, you might be kind enough to share with us the resolution.

correct