Marriott has a new hotel in Bali (in addition to the Ritz-Carlton that also was recently opened) that is more inline with a full service property than your usual Courtyard in North America. Yours truly spent a night at this new property last week and they missed couple of things.
You can access Courtyard Bali Seminyak’s website here.
So, the property basically missed two things:
1. Platinum welcome amenity was not offered at the check in.
2. Platinum upgrade to an available suite was not processed (suites are part of the upgrade pool in Asia Pacific). The one category upgrade was per the rate rules.
Compensation Clinic cases with Marriott Platinum Arrival Gift issues:
I had booked the hotel a few hours before my arrival, as I wasn’t sure if I wanted to actually stay there or go to some other hotel after a couple of nights at the Fairmont Sanur.
I spoke with one of the managers in the morning and he promised to check what had happened with the check-in and we agreed to meet at the time of check-out.
READ MORE: Marriott Elite Guarantees
Their system, according to him, hadn’t showed my status correctly… that doesn’t make too much sense, as I did the reservation logged in to my account and the email confirmation properly displayed the Platinum status.
We agreed that in lieu of $50 Platinum Arrival Gift cash compensation they would issue 10,000 points + another 10,000 for the Platinum upgrade that didn’t happen.
Overall, I thought that this was quite nice property for a Courtyard, but their prices for Bali are a bit high. Although the hotel has just opened, there were an awful lot of families around. They must push the property a lot via tour operators, package deals and OTA’s. I could have booked the Autograph Collection The Stones for the same price.
I like the fact that many properties are willing to issue you compensation points for the cash payment they are required to pay out if guarantee is invoked. Marriott properties pay $60 per 10,000 points they issue as guest compensation.
I was never able to collect any of these guarantees for my full service hotel stays in the United States for many years. Over the past 12 months, this must be my third Platinum arrival gift that the property failed to offer. Maybe these international properties should train their front desk associates more with Platinum and other elite level benefits?