Another reason Marriott has driven me right out of here.
I bought the $2500 of gift cards... now, can't use them for vacation.
The AC Hotels don't accept them. Verified with the "GIFTS" department.... and I do mean to sarcastically emphasize the GIFTS!
I'll be quite surprised if I can even book any of my hotels using existing MR points!
Too sad... what a joke this company has become. Totally sick of being screwed by Marriott.
Going back to Hilton who has always treated me in an outstanding manner.
Good news. I just spoke with Lisa at Marriott Global Incentives, and she informed me that the gift cards are indeed redeemable at AC hotels. She said that the process of setting this up with all AC hotels internationally has been completed with the exception she thought of perhaps one hotel in Spain, which, while it is currently in the process of being set up, should accept gift cards. She also said that if a hotel doesn't want to accept the gift card, that we should give her (or the hotel should give her a call), as that probably would be a result of a training issue. But she said they definitely are supposed to accept the gift cards. She spoke with confidence and sounded knowledgable. She made a believer out of me, anyway. I also asked her to tell me any and all restrictions with regards to the gift card, and she said the only one was that a room (any room) could not be reserved with the gift card either online or over the telephone, but of course once a guest checks into a property, they can switch their payment method.
I feel your pain (was disappointed when I found out I couldn't use my gift card for an advance purchase reservation rate). I hope you find this news encouraging!
Well, I don't know which Marriott employee to believe on this.
This is the email exchange:
Dear xxxx (newhiltonmember),
Unfortunately, the GiftCards are not valid at the AC properties.
Susan Rxxxxxxx Order Management Specialist
Incentive and GiftCard Marketing / 310 Bearcat Dr. Salt Lake City, Utah 84115 / 801-468-4172
MARRIOTT CONFIDENTIAL & PROPRIETARY INFORMATION: The contents of this material are confidential and proprietary to Marriott International, Inc. and may not be reproduced, disclosed, distributed or used without the express permission of an authorized representative or Marriott. Any other use is expressly prohibited.
From: xxxxxxx [mailto:email@example.com]
Sent: Wednesday, March 28, 2012 7:58 PM
Subject: AC Hotels in Spain - Gift Card Usage
I don't see the AC Hotels (not the Autograph Collection) in Spain, Portugal and Italy listed as hotels that I can use my gift cards.
Have the T&C not been updated yet to include them? Or are they excluded from using my gift cards?
Thanks very much.
I called Global Incentives and Marketing (again), this time I spoke with Casey (female). She re-iterated exactly what Lisa told me this morning, that AC Hotels (not Autograph Collection) in Europe, namely Spain, Portugal, and Italy are in the process of coming "online" with Marriot, or "converting over" into the Marriott system. They are adding new hotels every day, and the "conversion process" should be complete by mid-summer 2012. Autograph Collection hotels (as you indicated, not to be confused with AC hotels) have been on board for a couple of years already. I requested that she get in touch with Susan Rxxxxxxx Order Management Specialist in the Order Management Division and update her with the correct facts. She said she would be happy to do so. Here is the number to Global Incentives and Gift Cards if you would like to speak with someone there: 1(801) 468-4167. You might want to inquire into whether or not the specific property(ies) that you are interested in have been "converted" into the Marriott system by the dates of your trip, and also confirm that they will indeed accept your gift cards. I'm with you, I would want to have the facts pinned down for certain, and not be met with the unfortunate surprise that a specific hotel will not accept my gift card at vacation time. These representatives that I spoke with this morning were most polite and professional.
Best wishes that it all works out.
The Community Manager should be able to shed some light on this???
I'm not sure how this makes you feel more secure... communitymanager is saying that AC Hotels DO NOT accept the gift cards.
And, God only knows, if and when they will.
I'm not at all comfortable with this reply. Still stuck with $2500 of gift cards that I can't use on my vacation.
Communiitymanager, what is your defintion of "good news real soon", please? Is that within 7 days, 14 days, 21 days, 30 days, or 6 months or more?
Yes, tef6178... I certainly agree with you about 'it seems to be working out'. That is why I mentioned looking forward to the official announcement... because you and I are thinking exactly alike, I will print out the official announcement and take it with me to produce at each hotel, if necessary.
I'm not even going to make my reservations until I see it... although the reservations must be made for a 'paid stay', hopefully, the announcement comes soon!
Don't understand why they aren't valid for the pre-paid room rates... maybe the community manager could chime in on that, please. The hotel could reverse your credit card charges on check out and apply the charges to the gift card. Not sure how to bring the community manager into this reply to receive feedback on this.
I really could not understand why gift cards could not be used at AC Hotels by Marriott when Travelcards and Gift Cheques could.... what is the real difference between these payment forms? Travelcards and Gift Cheques are supposed to be business-bought and given 'incentives' to employees and customers but how does that really differ from Gift Cards? Very glad they have seemingly sorted it out.
Still ticked off about how they rate the hotel categories though.... on how many reward nights are redeemed at a hotel vs. a hotel's amenities??? Really???? That is ridiculous!
A slightly tangential observation (which, I fear, will do nothing immediately to assuage your wroth!).
It must be at least possible that the classification of AC Hotels will be reviewed and, in some cases, adjusted over the next year or so. For example, it is likely that one of the Barcelona-located hotels will be upgraded to Renaissance status.