Compensation Clinic: MOXY Malpensa

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The one and only Marriott’s MOXY hotel has now been open for more than a year at Milan’s Malpensa airport and yours truly spent a night there last week.

Compensation Clinic MOXY Hotels

Remember that you can always email me, send me a Facebook message or Tweet me about the issues you have with hotels, airlines and other travel providers. I will feature one new Compensation Clinic case each week.

You can access MOXY Milan Malpensa Airport’s website here.

Here’s what happened:

I was going to spend an overnight there and arrived to the hotel just after midnight. I requested a premium room upgrade and received it. The two agents that were checking me in didn’t ask what I would like to have for my Platinum arrival gift.

When I had a word with the front desk regarding the issue at the time of checking out, they noted that I would have chosen the points that was not the case. I was not offered anything. The check in agent should not assume what one would like to have, but rather offer the choice between points or Food and Beverage amenity.

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After the GM got involved, they offered to deduct the $50 from my room bill that I declined. This would have lowered the number of points that I was going to earn from the stay. The T&Cs are also very clear on this. It is cash compensation and not deduction from the folio.

I then suggested that I could take 10,000 Marriott Rewards points as a compensation that they agreed to. The compensation points posted to my account day after my stay.

Properties pay $60 for 10,000 points issued for compensation purposes. This is likely an easier transaction for the hotel book keeping wise than handing out notes.

Conclusion

I have never been able to collect the Platinum Arrival Gift Guarantee for a hotel in the United States where majority of my Marriott stays have been. Seems that properties in Europe and Asia are not as organized.

It shouldn’t be that difficult to have a reminder on the screen that the agent should ask for this. I don’t mind collecting the cash or bonus points when they fail, however.

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