53 Replies Latest reply: May 31, 2016 3:02 AM by tommo781 RSS

Why No Points on Upgrade Cost?

tommo781 Gold 8 Reviews
Currently Being Moderated

I have just completed a 5 night stay in London.  I paid for the stay on points, but paid £65 per night for an upgrade.

 

When my points were credited, I have only received them on the extras, not the £325 upgrade cost.  Why?  This makes no sense to me.  If I had booked a standard room not using points, at say £185 per night, I would have got points on £925.  If I had booked an executive room at £250 per night, I would have received points on £1,250.  So why don't I get the points, which amount to approx 4,000, on the cash upgrade cost?  After all, my points only paid for the standard room.

 

My bill shows the £65 each night as "Rewards Redemptions" but it is not a rewards redemption at all.  It is a cash cost in addition to the points I used.

 

Perhaps an Insider or NathalieF, carat, or AndrewT could explain the unfairness of this to me, as the logic defeats me.  Thanks.

(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: Why No Points on Upgrade Cost?
    fistuk Platinum
    Currently Being Moderated

    You should email the UK Rewards customer care with a copy of your bill and they will sort it out for you:

    MarriottRewardsUK@marriott.com

    (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: Why No Points on Upgrade Cost?
      tommo781 Gold 8 Reviews
      Currently Being Moderated

      Thanks fistuk  I will do that if necessary.  But I notice from the "rules" that it says that if you pay points and cash - no points will be awarded on the cash element.


      "Members will not earn points on the cash portion of Cash + Points Rewards and members are responsible for all applicable taxes associated with the cash portion of Cash + Points Rewards."

       

      My point is that I did not make a Cash + Points redemption, which is basically using less points per night and making up the difference with cash.  I made a standard points redemption for the full amount of points, then paid for an upgrade.

       

      I am hoping I can get a logical response from the team as to what is going on, otherwise I will certainly email Rewards UK as you suggest.

      (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: Why No Points on Upgrade Cost?
    brightlybob Platinum 10 Reviews
    Currently Being Moderated

    I'm with fistuk here Tommo781, the hotels got it wrong and emailing the bill through to Marriott will get it put right.

    (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: Why No Points on Upgrade Cost?
    carat Community Manager Marriott Associate Silver
    Currently Being Moderated

    Thanks for looping me in Tommo781.  Would like to take a look into this and I will circle back with my findings. 

    (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: Why No Points on Upgrade Cost?
      tommo781 Gold 8 Reviews
      Currently Being Moderated

      Thanks carat.  I'll wait until you reply before I do anything now.

      (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: Why No Points on Upgrade Cost?
        jerryl Platinum 2 Reviews
        Currently Being Moderated

        I have never received  points when i stay on points but upgrade to a better room with cash

        (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: Why No Points on Upgrade Cost?
          tommo781 Gold 8 Reviews
          Currently Being Moderated

          That's very interesting jerryl.  Do you understand the logic behind 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: Why No Points on Upgrade Cost?
            jerryl Platinum 2 Reviews
            Currently Being Moderated

            No I never understood the logic but assumed it was Marroitt guidance to the hotels . When I stay at a very nice place on points I upgrade so that the room I really want is only a one level upgrade which I think is all they are required to give a platinum but I never have gotten points for paying for the upgrade

            (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: Why No Points on Upgrade Cost?
              tommo781 Gold 8 Reviews
              Currently Being Moderated

              Thanks jerryl.  I am glad I am not the only one not getting the logic.  brightlybob thinks it is an error, as does fistuk.  So if it is correct, there are 4 of us just don't get it!  I will wait and see what carat comes back with before "making my move"!

              (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: Why No Points on Upgrade Cost?
      tommo781 Gold 8 Reviews
      Currently Being Moderated

      Hi carat.  I see you are there today as you have posted on Insiders.

       

      Have you found out what has happened yet please?

      (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: Why No Points on Upgrade Cost?
        carat Community Manager Marriott Associate Silver
        Currently Being Moderated

        Hi Tommo781,  apologies for the delay!  I wanted to run your inquiry by the Rewards specialists, and they were not in until later in the day.  I had received confirmation that they had reached out to you via email.  Please let me know if you did not hear from them. 

        (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: Why No Points on Upgrade Cost?
          tommo781 Gold 8 Reviews
          Currently Being Moderated

          Thanks carat.  This post may go on a bit, as this is now a matter of principle, and not just points, and other Insiders may want to know what I am being told.  You see, yes, I now have had an email, but it is not satisfactory.  It said:-

           

          "When redeeming points or using free night certificates upgrade charges are not eligible for credit. I apologize for any confusion on eligible credit.

          As an exception I have added 4,580 points for the upgrade charges during your stay. These will be listed as bonus points and will be listed online within 15 minutes.

          Please let me know if you have any questions."

           

          Whilst I am glad that I have had some of the points credited, there is no explanation as to WHY the upgrade was not eligible for points in the first place.  I have emailed back asking for an explanation.  I said:-

           

          "Thank you very much for adding the rewards points.

          However, can you please explain why upgrade charges are not eligible, and where on the Marriott Rewards web site I can find that information.

          I can understand why the cash + points for a standard redemption is not eligible, as that is basically buying points to make up enough to get a standard room.

          But I used the full amount of points to get the standard room and paid for an upgrade.  If I had paid cash instead of points for the standard room I would have got points on the full cost.  If I had paid cash for the whole cost of the upgraded room, I would have got points on the full cost.  So it follows that I should get points for the upgrade cost.  I know other Rewards members have been awarded points on the upgrade cost.

           

          A very small point, but could you explain how £325, less tax, ends up at 4580 points?  I am a gold elite, so get 25% bonus.  By my calculations at $1.45 to the £ I should have got approx 4,900.  As I said, a minor point, but I am curious how the maths worked."

           

          (brightlybob, does that make sense to you with current exchange rates?  I am not going to argue about 300 points, but I am curious.)

           

          I have scoured the T&C's for Rewards, and nowhere can I find anything about no points being awarded for an upgrade cost.  What I can find is:-


          In the Upgrade Section


          "Paid" Upgrade Rewards: At select hotels, Members may pay for an upgrade to a standard Reward reservation on a cost per night basis. Upgrade Rewards price varies by hotel and will be charged to the room folio during the guest’s stay. Additional Points are not required with Paid Upgrade Rewards.


          In the Cash + Points Section


          Members will not earn points on the cash portion of Cash + Points Rewards and members are responsible for all applicable taxes associated with the cash portion of Cash + Points Rewards Rewards.



          So you see, the only mention of no points is in the Cash + Points Rewards, which is not what I did.  There is nothing to say a paid upgrade cost does not earn points.

           

          I have not received a reply, so could I ask you to forward this for me please, as I really do think I should have had these points by right, and not as a goodwill gesture, which is how they are showing on my Rewards Account.

          (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: Why No Points on Upgrade Cost?
            superchief1 Platinum
            Currently Being Moderated

            This is rather disappointing and makes absolutely no sense. Thanks for sharing this so we can make informed decisions about using MR points and paying for upgrades. When Marriott Dollars required a reasonable number of points, I would often use them and pay for my stays when I wanted a 2BR Residence Inn. Now I am glad I have my MVC timeshares so I don't need to pay for upgrades in the resorts for family vacations.

            (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: Why No Points on Upgrade Cost?
              phctourist Platinum 20 Reviews
              Currently Being Moderated

              I agree!  Why does Marriott not give points for this expense.  It makes no sense since we are paying for the upgrade which makes it part of the cost of the room.

               

              Marriott is charging a combination of points and money for the upgraded room and should give points for the money spent.  It is no different than giving the same number of points for a $100 room and a $299 room.

              (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: Why No Points on Upgrade Cost?
                tommo781 Gold 8 Reviews
                Currently Being Moderated

                Thankyou superchief1 and phctourist for agreeing with me.  The more the merrier!  Every Insider who has commented on my original post is in the same mind - it just doesn't make sense!

                 

                As you can see, I have responded to the email from Marriott Rewards asking where exactly this is stated in the T&C's, but I am being ignored.

                 

                I will continue to press the issue, as it is very much a principle now.  As I stated elsewhere on this thread, the top upgrade cash difference would have meant a difference of about 13,000 points.


                This certainly needs clarifying.  How about it NathalieF?

                (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: Why No Points on Upgrade Cost?
                  phctourist Platinum 20 Reviews
                  Currently Being Moderated

                  At least I get  5 points per $ spent because of my Marriott Rewards CC.  It's better than nothing!

                  (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: Why No Points on Upgrade Cost?
    tker Alumni Steward Platinum 1 Reviews
    Currently Being Moderated

    We had an award stay at the RC Grand Cayman last year. We paid $150/night to upgrade to a better room category. No points on the $150/night. (5 nights worth points is a big deal with 50% plat bonus) I submitted to get them posted. Was told no points are given on "upgrade fee" its not a room rate. Didn't get anything. Ugh

     

    I dont understand the logic.

    (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: Why No Points on Upgrade Cost?
      tommo781 Gold 8 Reviews
      Currently Being Moderated

      Thanks tker.  That is now 5 of us (100% of those who have expressed an opinion) who don't get the logic.  What absolute rubbish the explanation you were given is!  Of course it is "room rate".  It is the rate for upgrading a room for heavens sake.  As I said before, if I pay for a standard room cash, I get points.  If I pay for a higher room in cash, I get the points on the full amount.  If we follow the explanation you were given to the logical conclusion, we would only be given points on the cost of a standard room whatever room we booked.

       

      I got points on my spending in the bar and restaurant.  That isn't room rate at all!  I am going to fight this if I don't get the points, if that is the explanation I am given as well carat.

       

      I will keep you posted on here tker.

      (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: Why No Points on Upgrade Cost?
        brightlybob Platinum 10 Reviews
        Currently Being Moderated

        Aaha, tker, you have been caught on a "gotcha". Ritz, like most Marriott brands only award points on the room rate. A room upgrade fee, being pedantic, isn't the room-rate, so no points for you. "Gotcha loyal customer, Ha!" Great attitude...

         

        But Tommo781 stayed at the Marriott West India Quay and the Marriott, JW, Renaissance, Delta and Autograph brands all award points on all hotel spending, hence the upgrade fee should qualify. Although I don't pay to upgrade very often, when I have, the payment has received points.

         

        We aren't the only ones who don't understand this parsimonious attitude at RC, and the other 14 brands that don't award points on incidentals, neither it seems does Thom Kozik, Marriotts Global Loyalty VP, see Marriott testing rewards program for food and beverage purchases

        (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: Why No Points on Upgrade Cost?
          tommo781 Gold 8 Reviews
          Currently Being Moderated

          Bless you brightlybob.  I didn't realise, or even think, what RC was (as it isn't a commonplace brand over here).

           

          Now I know what to do.  Thanks a million.

          (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: Why No Points on Upgrade Cost?
          tommo781 Gold 8 Reviews
          Currently Being Moderated

          Back to the drawing board!


          So I have emailed Marriott Rewards UK, attaching a copy of my bill, and I have got the following automated response.

           

           

          Thank you for contacting Marriott Rewards. We will endeavour to reply to your message within 7-10 days.


          We are currently experiencing a high volume of enquiries and we thank you for your patience while we work to assist you. 

           

          For urgent Marriott Rewards enquiries, please contact Guest Services on +44 (0)207 012 7312

           

          Thank you for your valued loyalty as a customer.

          Please do not reply to this automated message.

           

           

          7-10 days!!!!!  And that is only an "endeavour to" timescale.  There is no point in me ringing, as they will only want a copy of the bill, which I would have to email, and probably get the same automated message again.  So where in all that am I being treated as a "valued loyal customer"?

           

          So carat, given brightlybob's response that I am entitled to the points, and he has had points for exactly the same scenario, where can I go now please?

           

          I have to say, that this is becoming a bit of a principle now.

          (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: Why No Points on Upgrade Cost?
            fistuk Platinum
            Currently Being Moderated

            Don't worry about the waiting time for a response, usually it takes them about 48 hours only.

            (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: Why No Points on Upgrade Cost?
            peymanagement Platinum
            Currently Being Moderated

            Working through the missing points machinery takes time and patience. For some reason, there are a lot of missing points issues on the EU side. it took a few weeks for mine to work out and finally did with the help of a mod. If you are entitled to points, you should get them. On the other hand Jerry says he did not get points in similar situation. I will certainly be interested in the outcome.

            (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: Why No Points on Upgrade Cost?
              tommo781 Gold 8 Reviews
              Currently Being Moderated

              I'll let you know what the proper explanation is as soon as I get the proper explanation!

              (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: Why No Points on Upgrade Cost?
                peymanagement Platinum
                Currently Being Moderated

                Thanks, I wonder why there are so many discrepancies right now over there. In spite of having a wonderful stay in Munich, having to points chase left a bad taste in my mouth.

                (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: Why No Points on Upgrade Cost?
        superchief1 Platinum
        Currently Being Moderated

        I agree completely. To make matters worse, the rate to upgrade a points reservation is typically a lot more than the incremental cost if you were paying for the room. The Residence Inn Treasure Island was requiring $150 per night to upgrade a points reservation to 2BR, but the cost difference at that time between a studio and 2BR was only $50.

         

        Marriott is very wrong if they don't provide points credit for the cost to upgrade. It is definitely a 'room cost'.

        (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: Why No Points on Upgrade Cost?
          tommo781 Gold 8 Reviews
          Currently Being Moderated

          Thanks fistuk and superchief1.  I am trying to sort it out, and will report back here.  Today, being Sunday, probably nothing will happen.

           

          I calculate I am about 5,000 points short, which isn't much, but it is a principal that needs sorting out.

          (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: Why No Points on Upgrade Cost?
            jerryl Platinum 2 Reviews
            Currently Being Moderated

            would be nice to see a formal response from Marriott on whether it is eligible or not

            (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: Why No Points on Upgrade Cost?
              tommo781 Gold 8 Reviews
              Currently Being Moderated

              Exactly jerryl.  And if it isn't, I would like a really sensible explanation as to why not.  I only paid to to upgrade one tier, but could have gone a lot higher.  The top upgrade would have meant a difference of about 13,000 points, which is not chicken feed.

              (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: Why No Points on Upgrade Cost?
    tommo781 Gold 8 Reviews
    Currently Being Moderated

    I am deliberately bumping this to the top again so it is noticed.

     

    carat you kindly got Marriott rewards to email me, but I am now being totally ignored by them.  I appreciate this is not down to you, but wonder if you could wave your magic wand and ask them to get a proper response to me, as there are also others on this thread who want to know the answer as well.

     

    The email I sent on 23rd May at 7:55 am UK time, and which they are ignoring said:-

     

    "Thank you very much for adding the rewards points.

     

    However, can you please explain why upgrade charges are not eligible, and where on the Marriott Rewards web site I can find that information.

     

    I can understand why the cash + points for a standard redemption is not eligible, as that is basically buying points to make up enough to get a standard room.

     

    But I used the full amount of points to get the standard room and paid for an upgrade.  If I had paid cash instead of points for the standard room I would have got points on the full cost.  If I had paid cash for the whole cost of the upgraded room, I would have got points on the full cost.  So it follows that I should get points for the upgrade cost.  I know other Rewards members have been awarded points on the upgrade cost.

     

    A very small point, but could you explain how £325, less VAT, ends up at 4580 points?  I am a gold elite, so get 25% bonus.  By my calculations 14 $1.45 to the £ I should have got approx 4,900.  As I said, a minor point, but I am curious how the maths worked.

     

    Thank you again."

     

    When they didn't reply, I sent the following on 24th May at 8:20 pm UK time:-

     

    "I do not appear to have received a reply to my email below.

     

    I would appreciate a response.

     

    Thank you."

     

    Still nothing.  All I want is answers to simple questions, and their original (unsatisfactory) response stated clearly "Please let me know if you have any questions."  Well, I have asked questions, so why am I being ignored.

     

    Can someone on the team please contact them and ask them to respond with proper explanations.

     

    Thank You.

    (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: Why No Points on Upgrade Cost?
      brightlybob Platinum 10 Reviews
      Currently Being Moderated

      The questions you're asking now Tommo are likely to need to rise up the food chain. I'd be a bit more patient in my pursuit of a reply to this. I still would like to know the answer though, because as I said, the few times (I think twice) I've upgraded on arrival have absolutely earned points. Could this be a similar debacle to the TVL (travel professionals) rate, I ask myself, albeit on a much smaller scale?

      (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: Why No Points on Upgrade Cost?
        tommo781 Gold 8 Reviews
        Currently Being Moderated

        I don't know about the TVL debacle.  What happened with that one please?

        (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: Why No Points on Upgrade Cost?
          brightlybob Platinum 10 Reviews
          Currently Being Moderated

          TVL is a code generated by Marriott and used by travel professionals. It's not by any means the cheapest of rate codes, but it is flexible and always cheaper than the BAR. That didn't always make it the cheapest flexible rate, though. Until last year those using the code received night credits and points, then it stopped... After a false start with Marriott saying it was a corporate rate, it was finally explained that Marriott had for years been giving points on the rate when they shouldn't have been! So Marriott "corrected" the IT with nary a word of warning leaving those using the rate to discover Marriotts "correction" the hard way, after the stay, when no points credited. It caused quite the stir!

           

          Get out the popcorn and enjoy...

           

          Not credited for a stay booked under TVL code

          (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: Why No Points on Upgrade Cost?
    peymanagement Platinum
    Currently Being Moderated

    Tommo781, I am now having a bit of trouble following the strings as they meander. Could you provide a brief clear summary of where we are with this,

     

    • What was your original grievance,
    • What points were awarded
    • What you thought was missing
    • What has happened with points adjustment/explanation since your grievance was stated.
    • Where we are now.

     

    In my view, spend is spend, and points should be based on spend, but the company has a bunch of things they do not credit points on, Is this a policy question or are you just chasing missing points? It would seem to me a policy question could be answered yes or no quickly, once answered, the points chasing may take the usual week to ten days.

    (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: Why No Points on Upgrade Cost?
      tommo781 Gold 8 Reviews
      Currently Being Moderated

      OK peymanagement.  Your points in order.

       

      • I booked a room using points, paying the full amount in points.  I did not use cash+points.  I then upgraded the room to the next tier at a cost of £65 per night.  I was not awarded the points for the £325 (£65x5), being told upgrade costs do not qualify for points.

       

      • After my complaint I was given 4,580 points as a "goodwill gesture".  I don't know how they arrived at that figure.

       

      • See above.

       

      • I am still waiting for an explanation as to why upgrade costs do not qualify as I can find it nowhere on the web site.  So far, all Rewards have said is upgrade costs do not qualify, but have ignored my question as to where it says this in the T&Cs, because I cannot find it.

       

      • I am still waiting for a response/explanation from rewards.

       

      • This is definitely a policy question, not chasing points.  It may not be many points this time, but if I pay even more for an upgrade in the future when using points, it could come to considerably more points that are not awarded.

       

      Hope that explains things.

      (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: Why No Points on Upgrade Cost?
        peymanagement Platinum
        Currently Being Moderated

        Ok, I get it, the points issue is substantially complete, notwithstanding a little haggle of conversion of Quid to bucks.

         

        So we just wait for someone to tell us what the rule is and where that is stated.

        (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: Why No Points on Upgrade Cost?
    tommo781 Gold 8 Reviews
    Currently Being Moderated

    Well, it seems no-one is actually able to say where it is stated that an upgrade payment is not eligible for Rewards points.

     

    I have had a reply from Marriott Rewards.  It states:-

     

    "Thank you for your reply.

     

    I apologize, it appears that I did not receive your previous email.

     

    The upgrade charges are considered a hotel room charge. This is eligible to earn points when you pay for a stay as it is part of the room night charges.  When you use points or a free night certificate you do not earn credit for room night charges. Because the upgrade charge is considered a room charge it is not eligible for credit during redemption stays.

     

    The conversion was done based on the conversion rate listed in our system on May 22. The bonus was only based on the room upgrade charges. I have modified the bonus I posted to earn 5,891 points instead. This includes the 25% Gold bonus.

     

    Please let me know if you have any additional questions."

     

    Well Insiders, I am not that stupid to be fobbed off so easily.  So I have replied:-

     

    "Yes, I do have an additional question.  Well actually, it is the same question I keep asking which has yet to be answered.

     

    I repeat from my email to you of 23rd May.  “However, can you please explain why upgrade charges are not eligible, and where on the Marriott Rewards web site I can find that information?”  From your latest email, I see that you say “When you use points or a free night certificate you do not earn credit for room night charges. Because the upgrade charge is considered a room charge it is not eligible for credit during redemption stays.”  Where is it in the T&Cs for Rewards points that an upgrade charge is not eligible?  That is a simple question that no-one seems prepared to answer.  I would appreciate a response at your early convenience please, as would other Marriott Rewards members on the Insiders site.

     

    Thank You"


    Is it me, or can't Marriott Rewards understand a simple question?

    (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: Why No Points on Upgrade Cost?
      superchief1 Platinum
      Currently Being Moderated

      I'm sure we will see a modification to the T&C soon to cover this issue. I don't understand why Marriott wouldn't provide points for the upgrade charges because they are room costs. They are typically highly inflated. The moral of the story is don't pay to upgrade MR awards. It would be nice if you could upgrade with points, but that isn't currently an option.

      (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: Why No Points on Upgrade Cost?
        tommo781 Gold 8 Reviews
        Currently Being Moderated

        superchief1, there is apparently a way to upgrade with points, but it says it is only available at selected properties.  It wasn't available at the hotel I upgraded to unfortunately, otherwise I would have done it.


        "Upgrade to a preferred view room or larger suite for 5,000 points or by direct payment, depending on the hotel.

         

        Available at selected Marriott brand hotels and resorts and The Ritz-Carlton hotels, you will need an upgrade reward for each night in an upgraded room, in addition to your regular hotel reward."

        (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: Why No Points on Upgrade Cost?
          hassmh Gold
          Currently Being Moderated

          Yes, I have seen this looking at some resort properties for redemption. Some of the upgrade rates are fairly reasonable in points, and probably worthwhile if a certain room or view is important.

           

          Glad to get this information also prior to booking my stay in Orlando in August; was considering paying for upgraded rooms booked on points but this doesn't sounds as good if no points on the upgrade charge. Not worth stretching for, or buying, points for 2 rooms; better off booking one points and one paid at the higher level room and ensure points for the paid amount.

          (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: Why No Points on Upgrade Cost?
            tommo781 Gold 8 Reviews
            Currently Being Moderated

            Glad this helped someone hassmh.  I am still awaiting an email telling me where it states this in the T&C's.

            (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: Why No Points on Upgrade Cost?
    taxman193 Platinum 11 Reviews
    Currently Being Moderated

    A little off topic but still related, you also do not receive points for the resort fees regardless of whether your paying for your room or using points and paying the resort fees. For some reason, they view resort fees as an "added cost" that is not eligible for points. Wait .. so I pay for a room fee of say $200 but also have to pay $45 resort fee every night and the $45 is not eligible for points... definitely not right.

    (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: Why No Points on Upgrade Cost?
      tommo781 Gold 8 Reviews
      Currently Being Moderated

      I think it is very much related taxman193.  I don't know anything about resort fees, but they are a spend aren't they.

       

      However, my question on that would be does it state in the T&C's that it is not eligible for points.  So I have had a look, and yes, it is excluded.  Whether that is right is one thing, but at least they say resort fees are not eligible.

       

      Please see my next post, as I have had a response from Marriott Rewards overnight, and it is most unsatisfactory.

      (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: Why No Points on Upgrade Cost?
        taxman193 Platinum 11 Reviews
        Currently Being Moderated

        Hmm @tommo781 I think I disagree that the T&C say that resorts fees are excluded. It does not say that. It says something like, additional fees are excluded but no where does it say that that resort fees are excluded and since resort fees are really just part of the room cost, seem silly and unfair to me that they are not eligible to earn 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.)

        • Re: Why No Points on Upgrade Cost?
          tommo781 Gold 8 Reviews
          Currently Being Moderated

          I did look it up before I made the post taxman193.  I thought I had found it, but I have made a mistake.  What I found in the T&C's was "Excluded Event charges – all taxes, gratuities, resort fees and service charges."

           

          Sorry, but I didn't notice this came under the "Rewarding Events - Event and Meeting Planners" section.

           

          You are right.  So yet another example of not telling the Rewards member that their spend doesn't attract 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.)

  • Re: Why No Points on Upgrade Cost?
    tommo781 Gold 8 Reviews
    Currently Being Moderated

    So after much tenacious emailing, and refusing to be fobbed off, I have finally got a response as to where it says in the T&C's that upgrade costs are not eligible.  IT DOESN'T!  This is the reply that came in overnight.

     

    "Thank you for your reply.

     

    I apologize for the delay in my response. I was researching your request.

     

    This information is not listed online. I apologize for the confusion. We try to include all information in our terms and conditions for our members to be able to review. I have sent this information to my supervisor to see if we can get the terms and conditions updated.

     

    Thank you for choosing Marriott."

     

    So Insiders, what do you think of that?  I was given c5,000 points as a "goodwill gesture" (personally I think they were properly due, especially given the latest information).  But I could have paid up to £200 ($290) per night for a top upgrade, received no points (approx 15,000 for 5 nights), yet there is nothing in the T&Cs to say that.

     

    I call that sharp practice. It seems they can make up the rules as they go along, with nothing for members to see.  How do you see the legality of it allbrightlybob?  Does anyone know who I can take this to up the line.  Maybe one of the team can advise carat.

    (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: Why No Points on Upgrade Cost?
      brightlybob Platinum 10 Reviews
      Currently Being Moderated

      I dont think there's any point about arguing the legalities here, points are not money, have no value and the qualification to earn or redeem points can, according to the terms, change without notice. It's a goodwill scheme. I can't see the English law being any use here.

       

      In the USA such weasel words might not do the trick however since the points are due for declaration to IRS and can be taxed. As such they must have a value and be deemed a part of the contract there. Even so, the company has the sole right to interpretation, a clause that will never pass the UK Unfair Contract Terms Act, but is I think respected by the US courts.

       

      And of course, courts hate to become involved in these loyalty programs anyway. Litigation doesn't engender loyalty.

       

      Away from litigation, I feel this is pretty shabby, we know redemptions don't qualify for points because no money is spent. We know points and cash doesn't qualify for points (on the cash element) as Marriott made that clear when it introduced the facility. But when I turn up at the hotel and pay to upgrade my room I expect to receive points, whether or not the room was a redemption or cash rate, if the upgrade is cash it should earn points, it's part of the room rate.

       

      So, Marriott's response here seems to be "caveat emptor". Not a great attitude...

      (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: Why No Points on Upgrade Cost?
        tommo781 Gold 8 Reviews
        Currently Being Moderated

        Thanks for agreeing brightlybob.  I totally understand why points+cash doesn't qualify for earning rewards.  After all it is basically using less points than the category requires and making up the difference in cash.  So to all intents and purposes, buying points.  No-one would ever expect to get points on the money they spend on buying points, if that makes sense.

         

        But a paid upgrade is totally different, and I just don't understand the logic.  No-one at Marriott has explained it, and in fact they are keeping a very low profile.

         

        Yes it is very shabby, and no way to foster loyalty.  It is such a shame that a hotel can be wonderful, make us feel like very welcome guests, then Marriott's (undisclosed and unpublished) Policy can take the shine off it at a stroke.

         

        Shame on you Marriott, and will someone on the team please tell me who to contact at a high level to vent my spleen and maybe get answers.

        (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: Why No Points on Upgrade Cost?
    tker Alumni Steward Platinum 1 Reviews
    Currently Being Moderated

    I think its funny that the original post says "not answered". Its answered we just HATE the answer and strongly disagree with 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: Why No Points on Upgrade Cost?
      tommo781 Gold 8 Reviews
      Currently Being Moderated

      Sorry, I forgot to mark it tker.  Unfortunately I have had to mark my own post.

      (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: Why No Points on Upgrade Cost?
        tker Alumni Steward Platinum 1 Reviews
        Currently Being Moderated

        Oh I was just kidding. I hope you took it that way.

        (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: Why No Points on Upgrade Cost?
          tommo781 Gold 8 Reviews
          Currently Being Moderated

          Of course I knew you were joking tker  But I was glad of the reminder as well.

          (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: Why No Points on Upgrade Cost?
    peymanagement Platinum
    Currently Being Moderated

    So we have our answer, like it or not, upgrade spend is the same as other non-contributable spend like resort fees, parking etc.

    (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.)