Like many others here, I too am a Lifetime Platinum member.
I stay well over 100 nights per year at Marriott properties.
For each stay, we all are entitled to the Platinum arrival bonus and I am told the largest percentage of people request the bonus points versus an amenity.
There are also many other stays that qualify for bonus points for various reasons and rates.
My question is how often do you have to request for these bonus points to be added to your account after your stay?
For me, it's at least one out of 4 stays that I have to check my account for accuracy and then request for the bonus points to be credited.
Marriott in effect has made their customers and members their own customer service department!
What is your experience?
Often. We frequently have to ask for the breakfast points (many times they still don't post so have to call again) and a couple times a year for the platinum gift points. Over the years however we have collected several hundred dollar payouts for them not offering our platinum gift on arrival ...but that hasn't happened in a while.
From the Elite Member T&C:
|JW Marriott, Autograph Collection, Renaissance Hotels, Marriott |
Hotels & Resorts, Gaylord Hotels
|Courtyard (U.S. & Canada), |
SpringHill Suites, Residence Inn
|AC Hotels, Courtyard, Moxy Hotels (outside U.S. & |
|Fairfield Inn & Suites, TownePlace |
|Marriott Vacation Club||$100 USD|
I've collected $100 three times and $50 once due to non-offer of Platinum arrival gift. 3 of 4 times the hotel had almost no idea what I was talking about and made it fairly uncomfortable before they paid up. The class act was the Marriott SF airport who immediately sent up an envelope with a crisp $100 bill in it. In all fairness, once they understood their own policy the others also delivered cash in an envelope and one even thanked me for helping staff get better trained
Never used to have to ask. Unfortunately much more common the past few years.
I don't know why it's gotten worse--- but it has. Would have thought technology would make it easier. The frustration is to be told you will get these and then don't. Erodes the Marriott bond and increases the frustration on the customer end- especially when it happens on a semi regular basis which appears to be the case for some of us.
Like Jerryl, often it's for points in lieu of breakfast. Or for additional points for having to put up with really loud neighbors. (never did get those points). Or for promotional points in a special room rate that they never got around to crediting my account.
How did I miss this thread on its first outing in September and October?
Now let's see...
1. my last booking with bonus points was in November at Marriott Kensington, elite offer 5,000 extra points. I had to chase up the entire stay as a missing stay with Marriott (when I reminded them it was an elite offer stay). The points finally posted for the stay but not the extra 5000. I chased Marriott twice, to no avail and finally rang Marriott Kensington who sorted it out.
2. The time before that I stayed at Philadelphia Marriott over the weekend, no breakfast is offered, instead they are meant to award 1,000 points per day, 2,000 points, which again I needed to chase with Marriott as they too didn't post.
3. Before then, in October I booked an elite offer at Leicester Marriott with 9000 extra points, those too didnt post and I had to chase with Marriott.
4. The time before that was September when I stayed at the Champs Elysees Marriott and didn't take breakfast for the 2 nights, and had to chase the 1500 points there as well.
5. And the only other time I had a bonus point booking (or skipped breakfast) was in March at the Edinburgh Autograph when I booked a 10,000 point elite rate, which, surprise, surprise, also failed to post and I had to chase,
So in 2014 I should have received 5 hotel-awarded bonus points totalling 27,500. All 5, that's 100% were "accidentally overlooked"... Hmmm, that's a lot of "accidentally" not to mention more than a bit "overlooking"
I agree with you, I think the vast majority of hotels "try it on" and "forget" the bonus points. After all, whats the worst that can happen, the scrounging, whinging loyal customer rings Marriott and they're forced to pay them anyway, but no penalty, and how many customers just don't chase? Most I bet.
The "Hah, in YOUR face loyal customer" approach the hotels appear to be taking to these bonus points does leave a distinctly sour taste,and Marriott seems to do nothing to discourage it. Pretty shoddy...
I can't say that I have to check my husband's account that often, but I did have to this week. We stayed at the Opelika Grand National Marriott, and when the points were posted, I noticed the bonus points weren't there nor the points for the breakfast that we were told would be included. I'm not so sure about those, though. I called the 866 # and Vickie helped me and put the bonus points in, but there was nothing extra for not having gotten them in the first place. We stayed at the Grandhall Marriott because the price was so great, though. It was almost empty, and the price was $101 on a Sunday night with an upgrade to a king suite.
I have only had one bonus not credited in the last 6-8 years. Last August, I booked 2 stays at the Gaylord Palms in Kissimmee, a week apart, for a 2000 point bonus each stay. The 2000 points for the first stay were credited immediately, but the bonus for the second stay a week later didn't show up. After about 3 weeks, I called and the 2000 points were immediately credited, plus 1000 more for my trouble. I am an active Mega Bonus participant and have not had any other posting problems.
My usual pattern is to presettle every Sunday. The points usually post within a few days EXCEPT - at the very end of the stay. What happens is that the Marriott Rewards system sees the entire stay duration and seems to ignore any points due since the last pre-settle. Without fail, I have to contact the hotel and have them request a credit for the final nights, which then post within a few days - sometimes faster. Been staying at a certain RI for 2 weeks on, 2 weeks off nearly continuously for over a year. This is a glitch that MR could easily fix, but I just live with it. carat or other community managers....Do you care to make a suggestion to Marriott and see if you could get this addressed? I'm sure I'm not the only one who would appreciate this. Thanks in advance!