This week’s Compensation Clinic case comes from a LoyaltyLobby reader’s stay at Club Carlson affiliated Country Inns & Suites property in Canada that failed correctly post the stay.
Remember that you can always email us, send us a Facebook message or Tweet about the issues you have with hotels, airlines and other travel providers. We’ll feature one new Compensation Clinic each week.
Here’s an email that the reader sent to the CEO of Carlson Rezidor and CC’ed to me:
I’m having some difficulties with Club Carlson, and am extremely frustrated.
I did a single stay in December at the Country Inn Oakville Ontario on December 10, 2016 (reservation code MDSFVGH) in order to get the 5000 bonus Aeroplan miles that were being offered as a promotion.
The stay never posted to my Club Carlson account, and despite multiple attempts by me to resolve this issue, it has gone nowhere. Not to mention Carlson has seemingly breached the terms of the promotion at this point.
Your customer service is USELESS. Two missing stay requests have gone nowhere, and despite promises it would be “escalated” this has not happened.
As a resolution, I want 125,000 Gold Points to be posted to my account, in lieu of the bonus Aeroplan miles. This may seem high, but it reflects the circumstances, including the incompetent customer service and the amount of necessary follow-up.
I really don’t want to have to take this matter further, but will if this is not provided forthwith.
And resolution came a day later:
I just wanted to let you know that someone from Carlson Rezidor contacted me today and apologized for all of the issues I faced. I also received the requested 125,000 Gold Points, and am therefore satisfied.
Sometimes it makes sense to email the CEO of the company regardless whether the emails are read bu him/her or executive resolution team.
You have to remember that 10,000 Club Carlson points convert to 1,000 airline miles with most partners. The reader here merely asked double what they owed him due to having to change the partner miles and when the promised resolution never came through.