4 Replies Latest reply: Aug 4, 2009 5:54 PM by newhiltonmembr RSS

Step Up... On Us Upgrade Certificate

newhiltonmembr Platinum 3 Reviews
Currently Being Moderated

Like other Plat Premier members, I received the above certificate earlier this year as a likely appeasement to the increased point redemption policy.  The certificate is suppose to allow you a complimentary room upgrade on a redemption stay. 

 

A couple of issues with this 'your loyalty has not gone unnoticed' gift:

 

1.  You can only use it for a one-night upgrade.  Who redeems points for only one night?  Very few, I would guess. 

 

AND

 

2.  It can only be used for point redemption stays that offer a better room for more points such as Aruba where you can get a lower room class for less points but upgrade to a better room for additional points.

 

I tried using this certificate to upgrade my 'deluxe' room to an 'executive' room at the Courtyard in Venice, Italy.  The Courtyard did not offer 'Executive' rooms for a higher point redemption.  I was told, after numerous attempts by the Plat res agent who was trying to be helpful, that this was only available to properties that offered different room classes as noted in item 2 above. 

 

No where on this certificate that I received via mail did it stipulate these Item 2 conditions.

 

This is again another very deceptive marketing ploy by Marriott.  Just like the 'no more blackout nights' promotion.  I am very disappointed in this 'promo' and the total lack of honesty!  When are they going to be honest with the customers?  They want us to be loyal but they are not! 

 

Seem fair to you, fellow Marriott members?  I think not!

 

Customer Care will be receiving an email from me.

(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: Step Up... On Us Upgrade Certificate
    tjcnewyork Platinum
    Currently Being Moderated

    Hi NewHiltonMember

     

    First of all, I agree with your expectation that an upgrade for all nights of a multiple night stay such as the one you describe in Italy is very reasonable in the context of 'your loyalty has not gone unnoticed' gift.  Is there a URL you can point to with the Terms & Conditions?

     

    I ask because there is a noticeable increase in the incidence of insufficient clarity in the Terms & Conditions of offers in general.  In defense of Marriott, marketing is packaging offers to stimulate business asap sometimes at the expense of clarity. If you have a chance, take a look at the 2nd Qtr Earning Reports.  Marriott marketing has to get the deals out the door very quickly. 

     

    I'm not certain that it is a deliberate "deceptive" practice.  Do you really feel that way?  What do you think is a solution?  How could the certificate have been worded to set expectations correctly? 

    (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: Step Up... On Us Upgrade Certificate
    mikiegfla Platinum 4 Reviews
    Currently Being Moderated

    You said:

     

    " 1.  You can only use it for a one-night upgrade.  Who redeems points for only one night?  Very few, I would guess". 

     

    According to Marriott, an overwhelming number of Rewards members redeem for one night only. At least that was the reason they gave for changing the program to "No Blackout". They claimed that most awards are for one night and that members were getting shutout to the point where they couldn't use them.

     

    All us die hard Reward members here feel otherwise.

    (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: Step Up... On Us Upgrade Certificate
    Alumni Steward Platinum 8 Reviews
    Currently Being Moderated

    I got the same email and "benefit" earlier this year. I called the PP help line who had no idea what it meant. I showed it at several resorts who shrugged their collective shoulders.

     

    I've spoken with SLC about this--thus far it is a benefit that has no benefit for me as a Platinum Premier! 

    (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: Step Up... On Us Upgrade Certificate
    newhiltonmembr Platinum 3 Reviews
    Currently Being Moderated
    Happy to report that, after some back and forth, I've agreed to accept 4 free breakfasts at the Venice Courtyard and 3,000 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.)

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