After being encouraged by a frequent traveler friend to switch loyalty from Hilton to Marriott we are rather perplexed. We booked a stay at the Orlando Springhill Suites last January for a stay in May, using our free night certificate. Upon our return noticed that 25000 pts were removed from our account. When calling the silver rewards line were told that the pts had changed to 25000 from the 20000 when we booked, meaning our cat. 4 certificate would not work. The kind man said this should not have happened as the reservation was made prior to this change, and that he would contact the hotel to have the issue fixed and points returned to the account. Two weeks later they were not there so we made another call. At this time we were told that we had made the change the day we checked out which was certainly not the case and we had not done so. Upon expressing this to the "gentleman" he told me that we most certainly could have done so in a very disrespectful manner. As I expressed my displeasure politely again, he interrupted me saying "one minute" and left. When he came back on the line he told me that Marriott Rewards would make a one time, good faith return of the points to our account but that this was a one time thing which would not be happening again. I expressed my concern that this would not be a good faith return of points because it was not anything that we did which caused the problem and that I wanted the record to state that in case anything ever happened again.
Needless to say we are not pleased and are wondering if we should have ever left the Hilton program for Marriott. We are very easygoing travelers and generally put up with many things which others would not, but this really bothers me. Is this the usual course of business? Should we contact someone to share our experience? Thoughts are appreciated from all.
PS Shortly after this after staying in two rooms in an Ontario hotel for 5 nights each and requesting a late checkout at the hotel we were told that nothing could be done but that we could wait in the lobby for 6 hours and use the remote control for the tv. Grrrr TReally thinking we should take out business and personal stays back to the Hilton chain.
Thanks for taking the time to share this experience with the community, stoddaj1.
First off, I would like to Welcome you to the community. My name is Cara,carat and I am one of the community moderators for this page along with joshm, KatieC, lindseyh and deannad. The Insiders Community is a place where you can share your travel experiences, ideas, concerns and more. We encourage you to look around, here is a good place to start.
Your experience sure doesn’t sound like a pleasant one. I will be sharing this information with our support team.
If you have any questions, feel free to reach out.
As bejacob and foxglove have already replied, no this is not a typical Marriott situation. Everyone here on MRI is here as a friendly and helpful forum. If we didn't think Marriott was a great company we wouldn't stay at their properties. I too had an occasion in which I booked a two night stay with one being a certificate from my Chase MR card. The property went to Cat 6 before my stay but my reservation was properly "grandfathered" in as the policy allows. Your situation was badly handled. Not only was it processed incorrectly, but they were impolite to boot. I hope your future travels go more smoothly and let us know if you need any further info/advice.
stoddaj1 - We don't want to lose you!
Would you like us to have someone look into this and contact you directly to discuss your experience? If so, send us a private message with your Rewards # and the best way to reach you.
Thanks so much.
This is not typical of Marriott. All of us have had bad experiences with Marriott, but luckily they don't happen often. I think I speak for most of on this site when I say that the good experiences outweigh the bad otherwise we wouldn't stick around.
Neither situation you encountered should have happened. I once booked a property on a category 1-5 certificate that moved up to a category 6 before my stay. I had no problem. I'm not sure who goofed in your situation, but it was clearly handled incorrectly. As for the late check out, it's hard to know what to say. I suspect something could have been done, but the manager on duty chose not to. Late checkout is certainly never guaranteed, but your outcome goes against the Marriott "Spirit to Serve" mindset.
I'm a big fan of Marriot and I'd give the chain a chance to do right by you. If they don't, I'm sure Hilton will welcome you back. Good Luck and let us know any more stories (good or bad).
stoddaj1 Your experience is not typical of the dealings I've had with Marriott Rewards. I've been a MR member for 13+ years (all silver), and from time to time, something has come up, and I've had to make a call to Rewards to straighten it out. The Rewards specialists I've dealt with have always been affable, courteous, and professional. It's unfortunate that your first encounter was so unpleasant. Besides the occasional -- well, okay, frequent -- grousing about the devaluation of rewards points you'll see on these boards, I believe most MR Insiders feel that Marriott Rewards are well run overall.
I echo carat's welcome to MRI. This is an outstanding community of knowledgeable travelers, most of whom are willing to share experiences and tips about travel, transportation, and destinations. Do stick around -- I believe you'll be glad you did.
Obviously, bejacob's a faster typist than I. I echo his sentiments as well.
Message was edited by: foxglove
Hopefully you did not cancel your Hilton membership but just added Marriott to your portfolio. I used to be "Marriott Only" but realized that was not a smart move. I added Hilton and Starwood. When Marriott published their list of hotel category changes earlier this year I went through the list and booked 4 hotels that were going up in category so I could use the lower points charge. So far I have not had any problems with the "old" rate being charge to my account. Welcome to Marriott, they are not perfect, but they are good.
I have been staying at Marriott properties for more than 49 years. I stayed at one on my wedding night in 1966 and I"ve stayed in more than 100 Marriott properties since then. I've been a member of Marriott loyalty programs since 1993 and am approaching lifetime Platinum in about two more years..
I can honestly say that I've never had any experience like yours so your experience must be an aberration. It's quite likely that you will never run into anything like this again.
Problems have occurred from time to time and the Marriott people have always been helpful I can only think of a couple of times that I have ever run into one who was not determined to fix the problem.
I hope to see some happier posts from you, in the future< here on Insiders!
Welcome to Insiders stoddaj1.
A great group of experienced travelers that will be more than happy to give great Marriott memories as well as helping with future travels.
You will find Marriott standing behind the dates of reservation bookings vs Category changes. I've had it happen a couple of times when we'd book a stay for five nights at a Cat 7 only to find out in February when the Cat changes are usually announced that it's now a Cat 8. Not issues at all and our points are calculated when checking out to be at the level they were when reserved as a Cat 7.
Marriott as others have said is great, so welcome and learn more about this hotel chain here on Insiders.
I have had only a few 'minor' issues and after speaking with MR Customer Service, it has been straightened out. However, I had 4 rooms booked near LAX back in January and the hotel only was honoring 2 rooms as they wanted two of my CONFIRMED rooms for a large group arriving. Marriott ended up moving my entire reservation to a more expensive hotel and parking charges as well - costing me more than $20/room/nt more ($160 + 4 vehicle/2 nights) for a total in excess of $240 neighborhood. After a very long discussion with MR management and other agents (who were not helpful), I received bonus points for this extra costs as they were not my doing...all of this after joining MR at the reference of a colleague as well. I questioned WHAT HAVE I DONE as well but I am very happy since.