Just got my base and 50% bonus points posted for a recent stay at MCO Marriott. No platinum arrival points posted, but not surprised. Wasn't welcomed to the hotel nor acknowledged as a platinum member nor asked what my choice of arrival gift was. I intentionally didn't say anything to the desk clerk since I don't think I ought to have to do that persons job for them. So what now? Report my problem to customer care?
I agree with SS. I will ALWAYS let the clerk know if he/she does not acknowledge my status and offer an arrival gift. I take the opportunity to "educate" the clerk on the difference between P and PP.
My goal in doing so is to assure the next P or PP checking in gets the recognition he/she deserves and the perks associated with the status. If all P & PP members were to do this (politely, of course), we would do a service for all elite members.
I called customer support at 8003217396. I explained the problem to the rep who essentially minimized my complaint implying it wasn't a big deal. He supposedly posted the 500 points, but said if I wanted to complain I'd have to speak with customer care. With no apology for my trouble, he put me on hold and connected me (eventually) with a rep at customer care. I explained the problem to her and she seemed confused as to why I was reporting the problem to customer care. So I explained it again while she took notes. Her solution was to send the complaint to the hotel for resolution and said they'd get back to me in 3-5 days. I told her I believed I was entitled to $100 per the T&C. She said, "that's not how I read it" but didn't want me to give her a reference of where I was reading it. I also told her that neither Errol or her had offered an apology for Marriott messing up my account, She did apologize but only after being prompted. So sincere! So I'll be curious to see what the hotel has to say about it, but I sense that if they follow suit with the two other reps, not a lot is going to come out of this complaint. Definitely not oozing with confidence in Marriott right now!
By the way...I'm not Platinum premier, so maybe that's why they didn't just solve the problem on the spot by complying with the T&C.
And, I'm not going to educate the front desk clerk on how to do their jobs, anymore than I'd expect them to do so for me.
Yea, one for the good guys! Glad you got it. The T & C's are pretty specific that you are supposed to be offered that upon arrival, not after the fact as a make-up. And the compensation is pretty black and white. I can't see why customer service even argued that it wasn't stated that way.