I checked into the Courtyard Marriott Cleveland Willoughby (in Ohio) this afternoon, the start to a rather unhappy stay. I was really shocked to not have been given an option for points for a Platinum arrival gift. The young woman looked at me blankly when I requested them and said that it is not a choice on her computer. Huh? This is the first time this has ever happened to me. I then checked in my room and it was a handicapped-accessible room. Aren't they supposed to ask you if that would be ok before they give you the room key? I then went back to the desk and asked for a different room and got a supremely annoyed look. She then provided a room that was not handicapped-accessible two doors down from the first one. Why didn't she not give me this one in the first place? This hotel is old and gross and the service is very bad. I'm sorry I paid money to stay here. Well, I guess I'll get a lousy candy bar in lieu of points...good grief.
That's odd. CY is the one brand where you are supposed to get BOTH points and a market item (which could be a coffee from the Bistro). I suppose it's possible the employee didn't see it as an option on her computer since technically you don't have a choice, you get both. I know I'd be monitoring my account once the stay posts to make sure those points are included.
Most select service properties give you either points OR a market item.
All of that aside, it's never good to be on the receiving end of poor customer service.
So sorry to hear this, greekbecky. Could you please send me a direct message with your Rewards number and the reservation number for this stay so I may look into this for you?