The 2009 version of the Marriott Rewards Platinum Program includes a guarantee that you will get the room type you booked or you will be compensate US$100. Sounds good! My advice: be cautious.
I checked into the Marriott RTP and they did not have my room type; I asked for my compensation and they declared no such program exists. I then repeated same to a Manager (twice) and both times the Manager declined.
I appealed to Marriott Rewards - while I was still at the hotle; they declined.
My advice: if you are not offered your compensation, immediately; do not check in! Find another hotel.!Especially at the Marriott RTP. It is amazing to what lengths Marriott RTP will deny a guarantee is a guarantee.
I still stay at Marriotts; I just do not stay at the various Marriott's in RTP all owned by the same firm.
Pingreeman is correct, what exactly did you book? For reference see paragraphs 5 and 6: http://www.marriott.com/rewards/terms/elite.mi#eliteguarantee
To escalate, write to Customer.Care@marriott.com with your confirmation #, date of stay
The guarantee was bed type.
"The Room Type Guarantee covers bed type preferences at Marriott Hotels, Resorts & Suites and Renaissance Hotels, Resorts & Suites and smoking/non-smoking preferences at Marriott Hotels, Resorts & Suites, Renaissance Hotels, Resorts & Suites, Courtyard, Fairfield Inn & Suites, Residence Inn, SpringHill Suites and TownePlace Suites properties (pillow, room location, extra bed, crib requests, etc. are not included in the Guarantee). Exact bed sizes may vary at International hotels."
The hotel refused to honor its gurantee for the bed type.
My recollection is that Marriott sent out a mailing at the beginning of 2009 stating that if the bed type is not honored, then Platinum members would receive a US$100 payment. The Marriott RTP refused to honor this guarantee.
The Elite Benefits Guarantee is definitely spelled out clearly online:
As suggested in my earlier message, escalating to Customer.Care@Marriott.com was the best route. As standard operating procedure, Customer Care routes guest e-mail to the executive office of the hotel. The GM or his/her representative is supposed to contact you and resolve the issue. In this case, resolution is reimbursement or compensation or both.
Based upon the date of your original post, this unfortunate incident happened about 8 - 9 months ago. Too much time may have elapsed to make a difference, but other Insiders may have thoughts on this.
You did the right thing sharing your experience at Insiders. It is possible that the RTP associates who were involved in this incident may have repeated the disservice with other guests. Repeated complaints may be indicative of management and/or training issues leading to censure or removal of those involved. If a pattern is evident, it might be in your favor to follow-through.
Please note which properties have not honored the 48 hr Platinum Guarantee and the explanation provided, and add the location tags.
Additional threads with information on Platinum 48 hr Guarantee.