I travel a bit and loyal to Marriott. While, on the road, I keep a score of Marriott's holding up it is side of the loyalty "social contract". Two nights ago, I was shown again that Marriott is a great brand and loyalty to it does pay off.
Stayed on points at Courtyard Charleston Summerville and did not get an upgrade even though there were up-grade rooms available. The employee at the counter was new and she thought that I could not get an upgrade on points.
Next morning, I spoke to Jessica D, assistant general manager. She was great and gave me a fair compensation in points for the inconvenience.
Did she/hotel have to do it, NO, there is no obligation. However, I was treated fairly for my loyalty to the brand.
Thank you Jessica and Courtyard Charleston Summerville!
When I have complained about problems at Marriott properties, I almost always, receive compensation that exceeds the value of the service problem.
Compensation has included, a few extra points, a lot of points, free lodging for the night, and gift certificates for dinner (Outback) and a movie (Regal Cinemas).
It has been a rare occurance when a complaint was not addressed.