I just had the same problem (no arrival gift points) on my last stay 11/28. I noticed it when it was posted to my account today. I called the hotel where we stayed and they gave me a choice of a $100 check or 15,000 marriott rewards points plus our 500 points for the arrival gift. We went for the points.
Which location gave you 15,000 points for failing to give you the platinum arrival points? I'd heard that the $100 check is not applicable since the missing points can still be delivered (although the fact that I had to follow up and chase them down seems to be ignored). I've had some offer locations offer 200 - 500 extra points as an apology, but never anything close to 15,000 points!
You should refer them to the Platinum guaranteed benefits. I notice that the wording has just been changed to where they are not required to offer you a choice, just that you are guaranteed an arrival gift. Just adding points later doesn't make up for not getting a gift at arrival. The last place gave me a choice of $100 or 2,000 points or the $100 and I took the $100. If they had offered me 15,000 points I might have taken that. There are no rules of what points they have to offer you to get you to take the $100, so hold out for something good, or push for the $100. If you don't get satisfaction, follow up with the Platinum Customer Service.
Here is a link to the Terms and Conditions:
If you follow this link:
and then look at the section that says this:
and then look in that section at number 7, you should find what we are referring to. Let me know if you still have any problem finding it.
What just a minute!! Are you saying that if they forget to give you the arrival points in your statement you can call the hotel and they will offer you money or more points for the mistake? Boy have I missed out!!! It has happened several times. I called and all they did was give me the 500 back into my account. Do you call the hotel or Marriott rewards?
razorbackfan -- this happened to me a while back at the Orlando Airport Marriott, and I posted the details of the problem on insiders. Hope you get results!
Called the Hotel, the Manager was really great about it. Needless to say when he offered 15,000 points plus our 500 which was a oversight we jumped on it.
When my wife and I stayed at the J.W. Marriott about 1 1/2 years ago, in Washington D.C., for a vacation and one of the managers (which we met in the lounge) gave us tickets for the Nationals and Braves baseball game. I'm not talking cheap nose bleed seats (Bob Ucker type) these where $63 per ticket face value! Marriott must really like my wife.
As said before they have really taken care of me, when we do run into a problem they always go above and beyond to fix it.
Would you believe that I just went back over my account and I did not receive my Platinum arrival gift for 2 stays at the Seattle Marriott, 1 for Oct. and 1 for Nov. Hmmm! I will call the desk Monday and see what I can do. If it weren't for this blog I never would have noticed....so thanks Razorback!!
I would immediately call downstairs, or walk down to the front desk. I would explain that under the terms of the Marriott Rewards Program, it is expected that you will be offered an arrival gift of either points or a small gift. In the terms, if you are not offered one or the other, you are to receive $100 in compensation. You should not accept anything less.
shoeman1000 is right, you should talk to the front desk, and then the manager if the front desk doesn't start your compensation. If you still don't get taken care of, I would then contact the Platinum Customer Service. Hopefully, the more the offending hotels get called on this, the more they will make sure the proper benefits are awarded Platinum and other elite levels, at check-in time, and during their stay.
This question was answered by the Community Manager a few months ago. Points as an arrival gift are not eligible for the $100 compensation
I hope you are correct, because I need to follow up on recent stay where my arrival points didn't arrive. I called the hotel, they were to post them along with an extra 500 points for their oversight.... it's been 10 days and it still hasn't been corrected. I can forgive the occassional oversight (I was greeted as P), but when the correction wasn't made after identified.....
As you have a good idea what the procedure is may I ask for you advice. I'm not sure what to do or who to contact and if I am entitled to anything more? BTW - I agree with some other posters on here that pushing too far might make Marriott stop giving the arrival gift, but think its unlikely, but I think my situation might warrant it?
I used my category 4 certificate to stay at the Renaissance Heathrow on the 7th Dec for 1 night. I went to the Elite checkin desk where the very pleasant lady was training a young man, so she was explaining things as she went along, which was fine. I got my key and went to my room. Sitting in the lounge I asked myself "was I asked about my Platinum arrival gift or not?". To be honest, I really wasnt clear and didnt want to accuse her of not, so I went back and asked "I cant remember if you asked me or not about my Platinum arrival gift, but I might be wrong". She then said, "no I didnt ask you because you are using points and do not get the arrival gift". When I said i thought she was wrong, she said, "no, you havent paid so there are no points", and at that point, another colleague of hers overheard and told her that I was entitled to the 500 points. She apologised and said it would be done. I didn't even think about asking for anything over and above my 500 points but jokingly said with a smile to the young man being trained "there, you see, you've both learnt something now". I know that some staff forget to offer it but I would have hoped that if someone who was training new staff, then they should at least know the correct rules - no wonder so many people seem to have trouble getting their points credited if things like this happen.
So...............now its the 18th and no sign of the 500 points. Any ideas?
platinumstar -- youcan wait for tryt53's answer is yhou choose, but I can tell you that on the one single occasion when I was not offered and did not recieve the platinum welcome gift, I waited until I returned from my trip and emailed them monitor of thsi site, at the time it was Andrew. He replied to me and forwareded my complaint to Marriott customer care, who in turn sent it to the hotel. Within a week I received an email from the GM and just a couple of days later my 500 points were posted and a $100 Marriott gift card was received in the mail.
platinumstar, nuhusker hit it right on the head. I wonldn't bother with the email to this site though, I would go straight to Marriott Customer Care, and explain the scenario. as far as pushing for the compensation, I personally would do so in this case. You did everything correct and they were given several chances to remedy the situation, and were even a little resistant to give it to you (which they still didn't do) when their error was pointed out. Let us know how it goes.
I had a reply from customer services and they were very apologetic and said they would get in touch with the hotel. The next day the Renaissance contacted me and said they would look into it and the day after that the hotel responded and said they would apply 15,000 points to my account. (I had told the hotel I would prefer 15,000 points rather than $100). I have never exercised my right to the compensation and felt a bit guilty asking for it, but I suppose if Marriott put the proviso there, its there for a reason and to be used when things go wrong. If anything, it will hopefully help the hotel to make sure that their trainers are up to speed on conditions for Marriott reward members.
Many thanks tryt53 for your helpful advice. Happy xmas!
I had emailed the hotel a couple of weeks ago and never heard back so I figured it never arrived. Yesterday I called the hotel and the desk clerk transferred me to the person I needed to talk to. I had to leave a voice mail and the call was returned in less than 30 minutes. She said she had to contact someone else and it might take several days for the points to post. When I checked my account a few hours later, the 500 platinum arrival points had already been posted. (I had decided not to push for anything other than the 500 points.)
This happens to me 2-3 times/year. Normally I just call the front desk and it is fixed. I have never asked for the $100 until this week. After a couple of attempts to get my arrival gift without success, I called and asked for the $100 gift check. I was awarded 20,000 points instead. It was explained to me that the front desk staff can get in significant trouble when they have to give out a penalty. Awarding the points is cleaner and easier for them.