Compensation Clinic: Marriott Platinum Arrival Gift Woe$

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One of the benefits of being Marriott Platinum is the Platinum Arrival Gift. This is usually a F&B (food and beverage) amenity such as cheese plate & wine bottle or 500 bonus points. There are some coming changes to this that I wrote about recently (you can access that post here). The F&B choice is likely going away and replaced by $10 credit.

marriott-platinum-arrival-gift-compensation

Now, I have spent more than 500 nights at Marriott properties in the past 10 years and I have NEVER been able to collect the Marriott Platinum Arrival Gift guarantee previously (you can read my article about the Marriott guarantees here). Employees seem to be usually rather well trained about this and for a rea$on.

marriott-guaranteed-platinum-arrival-gift

Last week, I stayed at a new Marriott Autograph Collection (10 year old hotel that had just gone through a refurb) hotel in Edinburgh called the Glasshouse hotel (turned out to be a fantastic property) that had joined the chain less than a week ago. During my stay in the city few days earlier, the hotel didn’t even come up in the Marriott.com search.

The lady, who was checking me in, was somewhat confused and claimed that they weren’t a Marriott property despite the Autograph collection sign hanging on the door and me having booked the hotel on Marriott.com. According to her, the hotel was becoming part of Marriott later.

After mentioning that I would really appreciate an upgrade due to Marriott Platinum status and that she should be able to see it on her reservations system, she went to the back-office for a second and had me assigned to one of the Studio suites that was really nice (see the video above). I was never offered the Platinum Arrival gift, however.

At the time of check out, I saw that they now had printed Platinum Arrival Gift selection cards on the front desk that I had not been presented with the previous day. I explained the front desk clerk that I would like to collect the $100 per the Marriott policy for not offering this at the time of checking in. She went to the back office again and soon the General Manager came out, who turned out to be a really nice person. She apologized about the incident and ordered the clerk to give me $100 equivalent in British Pounds. We chatted for a while about the hotel and Marriott chain as overall.

Conclusion

My point here is that you need to be aware of the benefits that you are due. It is extremely unlikely that Marriott’s front desk clerk forgets to offer you the Platinum amenity, as they are required to compensate you with $100 or equivalent in local currency.

As I pointed out above, I have had more than 500 nights with the Marriott chain hotels and this was the very first time I have been able to claim the missing Platinum amenity.

This only applies IF they don’t offer the amenity OR they forget to deliver the F&B one. If you choose the points and the points don’t post automatically, you are not due to compensation. I would have earned thousands of dollars over the years for non-postings of these amenity points to my Marriott Rewards account, but unfortunately that is not eligible for the comp.

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