From what I understand, and I did have this issue checked several times to have it reaffirmed, that if a member is not informed at check-in that they have a Platinum arrival gift, that there is a cash bonus offered, and you are to call Rewards Customer Service immediately after it happens to have the situation noted. However, the property has the right to correct the issue during your stay tenure, and if it is remedied, then there is no cash (or cash equivalent) paid.
Last year, at the Marriott Pittsburgh Airport, I was supposed to be given a $100 paper voucher good toward my next stay at any participating Marriott property based on paying a slightly higher room rate. I never did get one during my stay or at check-out, and when I inquired, was informed that they simply "ran out". I gave them the benefit of the doubt, called twice, and some 3 months later got 2 certificates in the mail, but they only had 20 days left on them to redeem! I contacted Marriott Plat Cust Service, who then got in touch with that property, who within a week sent me a very nicely worded apology card with $300 of Marriott travel cards in it, good at any property that Marriott owns (That's right, I said THREE HUNDRED DOLLARS in cards, plus a voucher for a free movie at that location on my next stay with no expiration. Very nice of them I thought! Great customer service once again! I was happy and impressed.
I checked in yesterday into the Eden Roc hotel in Miami (really great property) and requested the wine and cheese arrival gift. By later that afternoon it hadn't been delivered and I called guest services, whom responded that they will take care of it. When I returned from dinner (Joe's Stone Crab) last night at around 10:00pm, the tray still hadn't arrived.
When I checked out this morning I had the person checking me out make a note in the record. My question now is how do I pursue the $100?
I forgot to mention that I did bring up the subject of the $100 but the clerk said she knew nothing about it. Thinking that I was the misinformed one, I left as I had to get to the airport.
I'm hoping that my having her make a note in the record will prove that I attempted to collect upon checkout.
As you probably would have already done...give the Elite desk a call. Your description is text book for that C-Note.!! I'm wondering what "record" the front office person made the note on, hmmm?
On a few threads on here, folks have mentioned that when the same thing has happened to them, the property offered up a nice pile of points in lieu of the actually money. Let us know how your deal gets reconciled, please.
Always, Always, Always call the platinum desk for any problem you are not certain what to do about.
They have ALWAYS resolved my every little and big problem.
Its the whole point of being platinum.
and the platinum desk has always delivered for me.
I hope that Marriott is taking care of them, as they have always taken care of me.
J. Willard would be proud!!!
The LAX Marriott welcomes me as a platinum but many times do not post the points for my welcome gift. I get tired of calling Platinum guest services to get them and asked about the $100. I was told that to get the $100 I must request it while at the property. I don't know while I am there. I find out when the stay is posted. I have had other hotels that don't give them as well. It gets old to have to make a call for 500 pts. I think that if we have to call there should be some additional compensation.
I thought about the situation and decided not to pursue this. The reason being that I got the room using the Friends and Family rate and if the hotel had to fork over $100 due to this insignificant inconvenience, they wouldn't make any revenue from the stay. I also don't want it to reflect on the employee that obtained the F&F certificate for me.
Next time I'll be more vigilant and speak up.
Have stayed at a lot of Marriott's over the years. Was even thinking of going through the directory to figure out how many. I wonder how far back we can get a listing of all the properties we have stayed at. I would find this interesting, and I would think Marriott would find it valuable to research their Marriott Insiders travel preferences.
lone6star Jun 12, 2012 7:23 PM
Do you remember the post by Bill Marriott that one really nice elderly woman had been staying at an RI for 10 years? That was about a year ago.
Have run into groups of older people, mainly in wheel chairs on board for extended stays and sharing their cabin with their nurse. They seem to know each other and hang around together.
Its where I got the idea.
Also met some folks in the insurance business and was asking how you declare the ship you home, so your in home care is covered, e.g. nurse.
I actually was paid $100 cash by the Marriott Fremont a few years ago. I checked in, then a few hours later in my room I remembered I was not asked to choose my platinum gift. When I called the front desk (late in the evening), they told me to stop by the front desk in the morning. When I stopped by, the clerk took off for a few minutes and came back with $100 cash. I didnt even know this policy at the time, so I was pleasantly surprised to walk away with cash.
Once, I got a $100 in cash given to me at The Marriott in Chicago, but only once!
Lately, there is seldom a "Welcome" for being anything. Most of the front desk people have no idea about MRI.
One company that seems to always thank me for my long term of being a customer is AMEX (1973), I have only been a MR since 1983. Marriott has been great to me, but it would be nice for primarily US properties to welcome you as a Platinum!
I noticed that lately myself. It seems that every property I go to they say "I would like to thank you for being a Platinum Rewrds member". It is pretty cool I think. Better then nothing. (It does seem to open a little door for me to ask about upgrades and the like instead of being like: "So. I am Platinum. What can you do for me?"
The "force" has been with me lately for some reason when it comes to comps and upgrades. I am liking it!
We know how the Amex works, eh? CENTURION MEN.
About 2 years ago, I was supposed to get a $100 bonus bucks certificate good towards a future stay at any Marriott property.
They ran out, and said as soon as they replenished stock they would mail me one. Waited about 3 months, then called. Another 3 months again, and called.
After this they not only mailed me the voucher, but sent me a hand written letter apologizing. It contained my voucher, $300 in Marriott travel cards good anywhere, and a free movie voucher for the next time I stayed at their property (?).
I was pleasantly surprised, and have still saved the little "sorry" card.
Not bad for a $69 night paid stay, which is what it ran me originally!
There was alot of mumbling and grumblin and dirty looks, but I stepped forward so they were behind me, thanked them profusely and then noted the reservation was made over a month ago and that platinum support blocked the room at that time hoping that would smooth things over as I suspect none of them had reservations and were walkins. While I was at the SHS, in the lobby as that was being powered by the generator, there was a constant stream of people coming in, asking about rooms. Few stayed though, not certain if it was the pricing or the power in the lobby only situation.
Very interesting. I am sometimes really amazed at what goes on at the frony desk and lobby. Mumbling and grumbling is a staple, although I must humbly say I try to stay out of that type of thing and be a happy-sort. I am always fascinated by people and the things they say at the front desk and lobby. I am definately an eavesdropper and listener, and even though I may never say a word to anyone later, I seem to get a personal amusement out of that type of scenario.
I swear I acted better then half the people at check-in back when I got a room for my high school prom! LOL!
It was unbelievable.
People were all over the place with their kids and dogs, and clothes in shoppng bags, demanding 2 bedroom rooms, paying with cash, wanting change for the cash, etc.
Was very thankful the front desk rescued me from that crowd, checked me in immediately and I escaped to my room
I have gotten the Cash equivalent before a few times. Other times i will let them know and just get the platinum gift. It really depends on the front desk. I will usually wait until I get to my room and make sure that they haven't done something special in the room and then go back to the desk and ask about my platinum gift.
Typically if they go for the cash and are very apologetic about it I will say no worries and just let me fulfill the original responsibility. If they are rude and give me a dirty look about it I make sure they pony up the $$$'s.
Mistakes happen....It is all about how they handle them that makes the difference.
So I emailed Elite Member services on Platinum arrival gift not being applied to a stay last week - after receiving the final bill from the stay.
They forwarded it to the hotel, who said they would adjust it by $10. This was after the stay.
As I understand it, because they didn't correct this during the stay and after the final bill, are they supposed to actually adhere to the Platinum Guarantee and actually give $100 instead?
The JW Marriott LA Live property does not offer a voucher for the Platinum arrival gift, but instead instructs guests that $10 will be removed from the final bill - just bill onsite activities to the room. The final bill is not sent until after checkout.
As mentioned: When I received the final bill, provided only after check-out, the $10 was not removed.
This implementation makes it impossible for guests to contact the hotel regarding the missing platinum credit during their stay.
I was just at a Marriott and the front desk associate who checked me in didn't give me the Platinum gift. Completely forgot. However, she was so sweet and accommodating with the check-in that I didn't want to get her in trouble. So, I went back and reminded her. Also, I stay at this particular Marriott frequently, so I don't want to be known as the guest who causes problems.
I kind of feel the same way. I wasn't asked this past week at the RI I was staying at in IL, but I felt bad making a stink over it, so I just waited until my points came through to double check and make sure that I got it. The guy at the front desk seemed pretty confused and I didn't think about it until I got to my room. I didn't realize that by not speaking up immediately, I could have negated my ability to get the points later. The sad thing was, I was really thirsty and would have taken the treat when I normally just take the points.
One location I stay at in Ohio puts a card in with your keys asking you to circle points or snack and then bring it back down to the front desk. I find that annoying.