I am more then disappointed, I am angry and feel "cheated" over this policy of denial. I do not like expecting something I feel I have earned and then being told I am not going to receive it. This is just another recent disappointment in my participation with Marriott Rewards. Arguing over late check out, upgrades that don't exist, and slow reply's from Guest Services seems to be the new norm. This is just another example of Marriott tripping over dollar bills to pick up pennies.
A recent stay at the JW DC under the TVL rate only resulted in a reduction of about $40 off the $450 rack rate. That is not worth losing the nights stay and points. After waiting 10 days for the stay to appear in my account I sent a Missing Stay Request. As mentioned by others I also received a 'generic" reply that "Wholesale" rates are not eligible for Rewards. Even more irritating was the comment they were doing me a favor buy not reversing points previously earned with the TVL rate.
More frustrating is the way Marriott all sudden implemented this restriction. I work for a major airline. The TVL code appears on our Discount Page. I have emailed our Employee Travel Office to inform them the TVL code results in limited service and needs to be noted as such.
I just responded to the reply I received from Customer Services. So i guess I don't receive my Platinum check in bonus? Can I use the executive lounge? The entire policy is more then "fuzzy". Is it a wholesale rate or a travel industry rate? Be assured without resolution I intend to aggressively promote to co-workers that Marriott does not want our business unless we pay full price.
Thank you so much for sharing your perspective, iphonescott. We hear you, and this forum is the perfect place for this type of feedback. I understand that you have DMed another community manager. He can help answer any questions and help provide clarity on anything.
Again, we really appreciate you taking the time to share your experience with the forum.
Thanks for posting this and completely agree with you! Funny that in 2012 this same type of thing happen and THEN they sorted it out saying that TVL is ELIGIBLE for credit. Here is hoping they figure out the error of their ways.
Here is the link from 2012 where a MARRIOTT EMPLOYEE comments in the thread that TVL is ELIGIBLE.
I can't imagine who thought it would be a great idea to quietly stop giving points and nights credit for the TVL rate after so many years. Not a single notification, email, nothing. It would have been quite simple to let all of your loyal customers know well in advance that Marriott was going to stop honouring the TVL rate code, instead of leaving us all hung out to dry. I sent in a missing stay request several weeks ago and got no reply, so yesterday I called customer service to see what was up. What was "up", was that I got to talk to a thoroughly unpleasant woman who informed me that the TVL was a wholesale rate that was not eligible for nights/points. I assured her that I would not be a lifetime platinum member if that was always the case, but she informed me that I was "lucky" that I had been getting such all this time.
This kind of customer service to someone who has spent better than 3 years of his life in Marriott hotels is absolutely mind boggling. I'm the lucky one? For using your company? I am actually feeling much luckier after cancelling my next two upcoming stays in Marriott hotels.
The obvious lack of foresight, planning and any sort of training to front line customer service personnel really makes me wonder about the minds behind Marriott Corporate. No one seemed to know what was going on for months at Marriott, even among the front line staff, and no one in our company could get a straight answer. Well, now I have your response, and myself and our company can make our own decision going forward.