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4 Replies Latest reply: Apr 20, 2009 1:18 PM by tjcnewyork RSS

Retracted Awards Program/Promotion

mrussell Silver
Currently Being Moderated

Did anyone else experience this?

I signed up for an award program a few weeks ago. For every three stays, you earn a free night (no restrictions).  This promotion was for stays between apprx May 1 - July 31. I signed up and made several reservations.  The system said to allow up to 10 days for the system to add the promotion to your account.  It still has not been added and appears to have been a mistake (retracted offer).  I acted in good faith including making reservations for six stays to earn 2 free nights.  Now, they will not honor it.

(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: Retracted Awards Program/Promotion
    Alumni Steward Platinum 8 Reviews
    Currently Being Moderated
    Was this for Resorts--did you book all resorts listed on the web site?  If so they should be honoring it.

    (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: Retracted Awards Program/Promotion
    tjcnewyork Platinum
    Currently Being Moderated

    Mrussell,

     

    See my reply under the 'boycott' thread.  When you booked the reservations, did you receive a confirmation via e-mail?  i.e. a record?  Do you recall if there was a 3-digit promotion code?

     

    When Marriott announced the 3 for 2 night Resort Special Redemption using points on March 24th, I called to make reservations.  Since two cat 6 resorts that I like because of their spa facilities were not on the published list of participating hotels,  I asked the reservations agent to double-check.  Sure enough one of the resorts ~not~ listed was participating in the offer, so I booked 3 nights.  A week later I checked my MR Account Activity and became alarmed that my balance was less 75,000 points instead of 50,000 points.

     

    When I called reservations they said the resort retracted participation in the offer!  I cancelled the reservation immediately which restored the points to my account.  I recall that the offer did not have a promotion code.  In fact the reservation agent had to put me on hold for about 10 minutes before booking the reservations.  I have an e-mail confirmation to prove it,  My hunch is that it was a Test offer.  

     

    While it did take time and I was inconvenienced in having to double check and then cancel I did not write Customer.Care@marriott.com  Hearing about your experience compels me to reconsider that.  

    (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: Retracted Awards Program/Promotion
    mrussell Silver
    Currently Being Moderated

    I am not sure if it is the same, but I did write to "contact us".  I will try the email address you suggested.

    my last reply:

    I need to know if you are going to honor your previous offer. I am a member of other hotel reward programs. I made my June reservations with Marriot based on the retracted promotion offer. If you are not going to honor your offer, I need to change my reservations. 

    I received the offer a few weeks ago. Based on the offer, I made six reservations as shown on my account. It appeared on the "my promotions tab". I signed up by selecting the offer like I sign up for all my promotion offers. I did not go looking for it. It appeared in my account as an offer which I signed up for in good faith and made reservation to receive two free nights (six stays) in good faith. After signing up, it said to give 10 days for it to update my account. The offer was someting to the extent to receive a free night for every three stays during the time frame apprx May 1 - July 30.

    I acted in good faith. If your system messed up, it is not my fault. You should honor your agreement even if it was in error.
    Please advise.

    their reply: 

    Thank you for your reply.

    I am unable to determine which promotion you are referring to based on the information provided in your message.

    I would be happy to research this issue further if you provide additional information on the promotion.  Please reply with the following details:

    When did you receive this offer?
    What were the exact requirements to receive this bonus?

    Recently there was a Acquisition Promotion for non members. I apologize current members are not able to participate in this promotion.

    Thank you for choosing Marriott.  I look forward to your reply.

    Sincerely,

    Arlene Stephens
    Internet Correspondence Specialist
    Marriott Rewards Guest Services

    my reply:

    Correct. But, I had signed up for another promotion that started after this one ended. It have a free night for every three stays between apprx may 1 - July 30. What happened to it?

    their reply:

    Thank you for contacting Marriott Rewards.

    Currently you are enrolled in the 2009 Spring MegaBonus Promotion.

    Our records indicate you are enrolled in the 2009 Spring MegaBonus Promotion that began February 1, 2009, and ends April 30, 2009.  Your offer is to receive 2,500 Marriott Rewards MegaBonus points with every paid stay, beginning with your second stay, up to a total of 25,000 points.  You may track your progress through our website at MarriottRewards.com.

    Many of our promotions have a "stay" requirement.  This is defined in our program information, as well as the terms and conditions of each promotion.  A "hotel stay" or "stay" means all consecutive nights a Marriott Rewards member registers and personally pays and stays at any participating hotel.  For example, three consecutive nights stayed in one hotel qualifies as one paid stay.

    Please do not hesitate to reply should you have any additional questions or concerns regarding the MegaBonus promotion.

    It appears you are currently a Silver Elite member.  Thank you for your valued loyalty and continued patronage.

    my original request:

    I signed up not long ago for a promotion based on staying 2 nights, then the third night you stay earns you a free night - therfore, every three stays earns you a free night.  I think the promotion was good during the summer.  I signed up, but now I can't find it anywhere.  What happened?

    (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: Retracted Awards Program/Promotion
    tjcnewyork Platinum
    Currently Being Moderated

    Without the specific details and an e-mail or confirmation that you registered for a promotion, it will be extremely challenging to compel Marriott to honor the offer.  I realize how frustrating this may be, but w/o details I'm stumped too. 

    (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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