14 Replies Latest reply: Mar 6, 2015 4:20 PM by nuhusker RSS

Points not Received

meaton Platinum
Currently Being Moderated

I just returned from a trip to Hawaii. I used points for the 7 night stay, and then upgraded my room for an additional $100/night (even though I'm platinum I would rather pay for the room I wanted instead of taking the chance I'd get the free upgrade).

A week after checking out of the hotel the points were added to my account for the stay.

This did NOT include the $700 I paid for the upgrade.

I contacted Platinum Customer Service and explained that I felt I should be getting points for the money spent at the Marriott Hotel.

I was told by the CSR that the money spent on the room upgrade did not count and no points would be given for this.

I requested she point this out to me in the T&C and after 10 minutes on hold she came back and said she could not find it in the T&C but she asked a supervisor and he said no points are to be given for this. I explained that if its not in the T&C I should get these points, but she said it is not negotiable.

I asked to speak with her supervisor and was put on hold for another 1/2 hour before I hung up.

Has anyone heard of this or has anyone received points for a paid upgrade?

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Points not Received
    painedplatinum Platinum 2 Reviews
    Currently Being Moderated

    I've never paid for an upgrade on a points stay, but my position is any money spent at any Marriott property should receive points.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Points not Received
    jerryl Platinum 2 Reviews
    Currently Being Moderated

    I agree with you and have upgraded like you did on a trip to Aruba next month and assume I would get points for that and any restaurant charges . an official position should come from someone

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Points not Received
    jsalisbury Platinum
    Currently Being Moderated

    I can't believe you did not get points for this, especially as Platinum member... I would write an email and try again... usually they go overboard for Platinum...I am pretty sure I have gotten points for upgrades

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Points not Received
    brightlybob Platinum 10 Reviews
    Currently Being Moderated

    I have only ever paid for an upgrade once, on a points stay at the Marriott Monaco 6 years ago, to ensure I didnt get the football pitch view. It pained me but I didnt want to take the chance on no upgrade being available when I checked in. I did get points on the upgrade spend because at Marriotts both the room rate (the money paid on the reservation, for redemption that's only points) and incidentals (whatever non 3rd party stuff you sign to your room) qualify to earn points.

     

    Coincidentally enough, for the second time in my life I'm going to pay for an upgrade, this time I'm spending the first couple of nights of my honeymoon at the Ritz in Toronto on points and am paying to upgrade to a club room. I will NOT be expecting points as Ritz only awards points on room rate and the room rate is the points element.

     

    Long story short, upgrade fees qualify at Marriotts, JW, Autograph and Ren's because they award points on both room-rate and incidentals, but not for any other brand, and yes, I am looking accusingly at you, Courtyard!

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Points not Received
      vickisocal Platinum
      Currently Being Moderated

      I had a big go-around with Marriott over this in Jan when we stayed at the JW in Desert Springs over New Years. Email from Marriott CS:

       

      >

      >Dear *********,

      >

      >Thank you for your reply.

      >

      >When you are staying on a paid rate and also pay to upgrade your room then you are eligible for credit however, when you stay on a reward redemption stay the and have your room upgraded these charges are not eligible for point credit.

      >

      >I apologize for any inconvenience and thank you for your understanding.

      >

      >Thank you for choosing Marriott.

      >

      >Sincerely,

      >

      >xxxx

      >Internet Correspondence Specialist

      >Marriott Rewards Guest Services

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

      • Re: Points not Received
        vickisocal Platinum
        Currently Being Moderated

        FYI I responded

         

        "I cannot find any mention of that in the T and C's" and pointed out that if I had known this I would have booked 2 rooms, rather than paid to upgrade to a 2 room suite.

         

        and they eventually gave the points as a "one time exception"

        (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

        • Re: Points not Received
          meaton Platinum
          Currently Being Moderated

          Thanks for the info, but who did you send the email to?

          (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

          • Re: Points not Received
            vickisocal Platinum
            Currently Being Moderated

            I used the Contact Us link on the MR site, then responded to the email that they sent regarding that. While I'm happy I was granted a one time exception, I am not happy this policy is not clear anywhere in their T and C's.

            (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Points not Received
    joshm Member
    Currently Being Moderated

    Some solid responses here. This is good stuff.

     

    That's unfortunate. meaton, and thanks for taking to time to share this with the Insiders community.

     

    If you'd like, I'd be happy to connect you to our team in order to discuss this further and, perhaps, provide clarity regarding your situation. I see in your post that you've already been in touch with CSR, so I totally understand if not.

     

    If so, just send me a direct message with you Rewards number and a way to contact you to get started!

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Points not Received
    doddsy69 Platinum 8 Reviews
    Currently Being Moderated

    LLet us know how this pans out I would have thought any money spent on the Marriott property qualified for points 

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Points not Received
      vickisocal Platinum
      Currently Being Moderated

      There are specific exceptions for third party tour, restaurant, parking etc. providers. which you can charge to your room but the $$ is not going to Marriott. I get that. An upgrade charge on a award stay goes STRAIGHT to the hotel. As I pointed out in my email, rather than paying an upgrade charge to go from a regular room to a 2 room suite, I would have just paid for another room and gotten the points/nights credit.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Points not Received
    nuhusker Platinum 2 Reviews
    Currently Being Moderated

    You have a very valid point and  I believe if you keep pressing the issue, you'll get the points awarded to your account.  The community manager should be able to advocate on your behalf since this particular issue isn't covered in the T&C.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Points not Received
    chris0311 Platinum
    Currently Being Moderated

    Thank you for posting your experience. I would not be very please if something like this happened to me. Money spent at a Marriott property should be rewarded with points. It's good to know Marriott's policy on though so I can avoid upgrading with cash.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: Points not Received
      nuhusker Platinum 2 Reviews
      Currently Being Moderated

      It sounded to me like this was just the position/opinion of a customer service clerk and the supervisor, neither of whom could not produce a Marriott policy on the subject.

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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