Marriott handling of SPG-approved BRG rules: what to do now?
Nov 18, 2018, 1:04 pm
#76
Original Poster
Join Date: Aug 2013
Location: Taiwan
Programs: IHG Diamond, Marriott Platinum, Hilton Gold, oneworld Emerald
Posts: 1,164
I am not a lawyer, but I am pretty sure if a company violates it’s offer (and Marriott inherits legal obligations from SPG), it can be sued for that. Those of us having non-refundable bookings made with SPG cannot say now “Oh sorry, SPG is no more, give us back our money”, right? So why Marriott can?
Nov 18, 2018, 7:31 pm
#77
Join Date: Aug 2018
Posts: 902
Can’t see any logic in retrospectively using later T&C for the BRGs confirmed under different T&C. As many have noted above, Marriott did not try do the same thing when BRG discount went from 20% to 25%: suddenly, old T&C were honored. Exchange rate was set by Marriott itself and that was the only exchange rate universally used for everything for many months until the merger was complete.
Nov 19, 2018, 2:43 am
#78
Moderator: Mileage Run, InterContinental Hotels
Join Date: May 2004
Posts: 5,914
You have an admirable ability to twist logic, MPP! So the 10/20/25% BRG reward is “due” at the time of claims processing, not at check-out, when payment is made? But the 2k/5k points reward is “due” at check-out, after the approved rate has been paid? That’s pretty brilliant!
Personally, I have found a pretty satisfying solution for this scenario, as well as all the other times Marriott screws up: I leave 1-star reviews on TripAdvisor. I make sure to accurately describe my hotel experience, rate that, and then explain how Marriott’s cheating/incompetence has caused me to rate the stay a 1-star. I’d rather have the 2k Starpoints I was promised (or be able to book in the first place without jumping through hoops, receive proper stay credit, or whatever the issue may be), but I’ve found that I derive just enough satisfaction from leaving 1-star reviews that I don’t ponder silly lawsuits or desire to expend energy dealing with Marriott’s insurmountable “customer service.” You and your friends like to tell us there’s nothing us consumers can do in face of Marriott’s awesome power; I would argue that there is a way for the little man to make their voice heard (and I have emails from GMs to back this up).
Personally, I have found a pretty satisfying solution for this scenario, as well as all the other times Marriott screws up: I leave 1-star reviews on TripAdvisor. I make sure to accurately describe my hotel experience, rate that, and then explain how Marriott’s cheating/incompetence has caused me to rate the stay a 1-star. I’d rather have the 2k Starpoints I was promised (or be able to book in the first place without jumping through hoops, receive proper stay credit, or whatever the issue may be), but I’ve found that I derive just enough satisfaction from leaving 1-star reviews that I don’t ponder silly lawsuits or desire to expend energy dealing with Marriott’s insurmountable “customer service.” You and your friends like to tell us there’s nothing us consumers can do in face of Marriott’s awesome power; I would argue that there is a way for the little man to make their voice heard (and I have emails from GMs to back this up).
Nov 19, 2018, 5:31 am
#79
Join Date: Jun 2012
Location: CLT
Programs: Marriott Plat, AA Gold
Posts: 1,076
It depends on definition of "normal" here. Marriott is breaking T&C and violating their offer here by stripping us of 1000 points. So it is not normal in a sense of compliance with regulations. But it is what they do now: I have not seen a single case reported that someone got 6000 points for BRG after the merger.
After going several rounds with escalations and filing a complaint with BBB I have an impression that the only way to force them honor their offer would be a legal action. If you live in US, you may consider small claims court.
After going several rounds with escalations and filing a complaint with BBB I have an impression that the only way to force them honor their offer would be a legal action. If you live in US, you may consider small claims court.
Nov 22, 2018, 1:01 pm
#80
Original Poster
Join Date: Aug 2013
Location: Taiwan
Programs: IHG Diamond, Marriott Platinum, Hilton Gold, oneworld Emerald
Posts: 1,164
Result – none. Marriott once again confirmed they are not going to honor original points amount and not going to discuss it further. BBB can't do anything. After second reply from Marriott saying they won't reply on the matter again, BBB closed the case.
Nov 23, 2018, 12:54 pm
#81
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,088
It's amazing how they used that amount of time to not to give you 1000 points - very bad customer service.
Nov 23, 2018, 1:28 pm
#82
Join Date: Mar 2017
Posts: 1,727
Extremely poor show on Marriott's part.
Nov 24, 2018, 2:15 am
#83
Original Poster
Join Date: Aug 2013
Location: Taiwan
Programs: IHG Diamond, Marriott Platinum, Hilton Gold, oneworld Emerald
Posts: 1,164
That's basically it. To make clear, "no further compensation" phrasing is misleading, making one think there was some compensation offered. Nothing at all. By "compensation" they mean those 1000 points that they should have given me according to pre-merger BRG T&C.
Dec 3, 2018, 7:05 am
#84
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
Programs: UA 1K, AC MM E75, Marriott LT Ti, IHG Dia Amb, Hyatt Glob
Posts: 15,521
The BRG award follows the rules in force at the time the reward is due. If one chooses the rate discount the reward is due at the time of claim approval and it will follow the rules in force at that time. If one chooses the bonus points as the BRG reward they will be due only after the BRG stay has been completed and, thus, will follow the rules in force at that time and not those that were applicable when the BRG claim was approved.
Presume that means that anyone with a previously approved BRG at Design Hotels should expect 0 points if they chose the 5000 pts instead of the 20% discount.
Last edited by margarita girl; Dec 3, 2018 at 8:44 am Reason: Fixed error
Dec 3, 2018, 7:54 am
#85
Join Date: Mar 2011
Programs: Hyatt Globalist, Marriott Titanium
Posts: 1,178
”Effective December 1, 2018, the Look No Further Best Rest Guarantee does not apply to Design Hotels branded properties.”
Presume that means that anyone with a previously approved BRG at Design Hotels should expect 0 points if they chose the 5000 pts instead of the 25% discount.
Presume that means that anyone with a previously approved BRG at Design Hotels should expect 0 points if they chose the 5000 pts instead of the 25% discount.
I won’t be staying at Design hotels from now on, not that the elite benefits were worth it.
Dec 3, 2018, 9:11 am
#86
Join Date: Aug 2018
Posts: 902
”Effective December 1, 2018, the Look No Further Best Rest Guarantee does not apply to Design Hotels branded properties.”
Presume that means that anyone with a previously approved BRG at Design Hotels should expect 0 points if they chose the 5000 pts instead of the 20% discount.
It’s really the way things are. If anytime between BRG claim approval and the stay, a property leaves MR do you really expect to receive a BRG points-reward on that stay? MR reserves the right to discontinue the LNF program at any time effective immediately — if that were to happen would you expect to get BRG points for previously approved claims not yet stayed?
LNF is there for one purpose — rate matching. LNF rewards (25% off matched rate or bonus points) are available if certain requirements are met (up to 3 rooms, limitations on back-to-back stays, etc.) and always according to the what’s in force at the time the LNF reward is due. Those are the rules as per the T&C.
Dec 3, 2018, 11:24 am
#87
Join Date: Dec 2013
Location: Homeless
Programs: Hyatt Glob; Hilton Dia; Marriott AMB; Accor Dia; IHG Dia Amb; GHA Tit
Posts: 4,837
”Effective December 1, 2018, the Look No Further Best Rest Guarantee does not apply to Design Hotels branded properties.”
Presume that means that anyone with a previously approved BRG at Design Hotels should expect 0 points if they chose the 5000 pts instead of the 20% discount.
Dec 3, 2018, 11:47 am
#88
Join Date: Dec 2014
Location: New York City + Vail, CO
Programs: American Airlines Executive Platinum, Marriott Bonvoy Ambassador Elite
Posts: 3,226
”Effective December 1, 2018, the Look No Further Best Rest Guarantee does not apply to Design Hotels branded properties.”
Presume that means that anyone with a previously approved BRG at Design Hotels should expect 0 points if they chose the 5000 pts instead of the 20% discount.
Dec 3, 2018, 12:47 pm
#89
Join Date: Jul 2015
Posts: 255
I submitted a claim for a design Hotel on Dec 1st (page had no information about the change) and now claim was rejected and no option given to cancel.
I tried really hard not to hate this company, but its just disgusting how things are done.
Dec 3, 2018, 1:08 pm
#90
FlyerTalk Evangelist
Join Date: Jun 2007
Location: Toronto
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And of course this happened in typical Marriott fashion. Page was update on Monday, December 3rd so they made this adjustment back in time.
I submitted a claim for a design Hotel on Dec 1st (page had no information about the change) and now claim was rejected and no option given to cancel.
I submitted a claim for a design Hotel on Dec 1st (page had no information about the change) and now claim was rejected and no option given to cancel.