I recently stayed at the beautiful JW Marriott on Oahu. I was there for 5 nights and had two rooms. One room was paid for, and the other was paid using points. I did earn points for this stay but I did not earn any elite nights. I was surprised by this, but customer service said this was the rule. I am surprised that when I paid for one room I would not earn any elite nights. Is this correct?
The argument that CS gave was a little odd. They said that when one room is paid with points and the other is paid with cash, they assume that the member is in the points room, meaning that the member is not in the paid room and therefore earns no elite nights.
I was particularly surprised since I have done this arrangement many times in the past and earned the elite credits. When traveling for pleasure, I book and pay for my and my wife's room, and then use points to pay for the in-laws. I am sure many people do something similar when traveling with family and I would be surprised if none of them earn elite nights.
I am really stuck here. Even the supervisor seems determined to not give any elite credits:
"Because the points were taken out of your personal Marriott Rewards account to redeem at the hotel you will not be given the Elite nights even though there were two rooms booked. I have provided below the Elite Membership Requirements link on the Marriott Rewards on-line site."
I don't see anything in the Terms and Conditions that supports that point.
What I have learned over my years is, you never ,"ASSUME" Marriott should not assume which room was occupied by the rewards member. I guess we will have to check-out at the front desk to avoid this type of issue.. Thanks for posting this information. Hopefully your account was straightened out.
Below is a copy I am mailing to both Marriott Guest Services and Corporate Headquarters:
Dear Marriott Customer Service:
I had a wonderful stay at the JW Marriott Ihilani in Hawaii, and will be returning next month. Currently, I am a Marriott Rewards Platinum members, so I am quite familiar with the rewards program. I have also successfully converted several of my colleagues – previously Hilton Diamond members – to the Marriott program, and they are now all Gold or Platinum with Marriott.
I stayed in a paid room at the JW Marriott Ihilani (see attached folio). Initially, I did not receive any points for my stay, but customer service was able to quickly resolve this via email. I was however surprised when my number of nights stayed did not increase. I again contacted customer service by email and was shocked with the reply.
Customer service and Feliece J in particular, made a surprising argument that despite having paid for a stayed in my room that I did not qualify for elite credits because I also booked another room for my parent-in-laws using points. This simply is inconsistent with the spirit and the letter of the Marriott Rewards program:
Points 1 and 2 above clearly layout how both the spirit and letter of the Marriott Rewards program indicate that I should earn 5 elite nights for my stay. Point 3 above is the only defense that Marriott has offered for not issuing any elite nights, and it is simply ambiguous at best and should be considered in favor of the rewards member.
I am not sure if the rule have been changed recently.
You should earned Elite night credit for the room with Paid stay (if booked with Marriott directly).
Other room with points redemption does not earn, Elite night credit is expected.
I just have similar booking last weekend and the next weekend planed similar to you (one room paid & another redemption).
I will be really mad, if similar things happen to me...