Here are five reader questions from the past week (so many good questions coming in!) that I have decided to reply to publicly. You can always email me, leave a note or private message on Facebook, or Tweet me with your questions.
Note that I can shorten the emails and edit them for clarity. I always remove the personal information of both the reader and front line employees. If there are managers involved, I may leave their names intact, however.
Daniels Question About Canceled Enterprise Car Rental Bookings
Just wondering if you knew of an ombudsman / complaints department where I can direct a serious complaint.
I made 7 bookings for various members of my family for car hire in Zurich Airport (Switzerland) with Enterprise. The reservations were made on their website and not through a broker. Four (4!) weeks later I received an email informing me that due to over-booking 5 of the 7 have been cancelled! 2 of the family members purchased flights after having booked their car to tie in with the reservation.
Do you think there is anything to do about this? I have been in contact with the customer service department in the UK but their position is limited due to the fact that the rentals are being made abroad.
Looking forward to hearing from you
Are the are other car rental options in Zurich at the same price points?
You could start by Tweeting your issue to Enterprise https://twitter.com/Enterprise or leave a post on their Facebook page https://www.facebook.com/enterpriserentacar. These companies usually act fast when shamed publicly.
Let me know how it goes from there.
Jen’s Question Where’s Marriott’s Summer Promotion?
Hello John, have you heard anything on the Marriott’s summer 2015 promotion? It’s June 11 now and I haven’t received anything. Thank you for any insights!!
Marriott must feel that their business is so strong currently that no promotions are needed. I would encourage you to stay at Hilton, Hyatt, IHG or Starwood that all have promotions going on at the moment.
Rocky’s Question About Taxes & Fees On Hyatt Gold Passport Awards
I was hoping you could help me with this issue. I’m a Hyatt Gold Passport Diamond who just stayed at the Park Hyatt Vendome for 6 nights with two rooms (one for kids) on points. Have stayed there before as well on points, no taxes.
They are now charging me room taxes, which was not disclosed at the time of reservation or check in.
Hyatt Gold Passport help desk is going round and round with me on this one, although I’ve never been charged tax is on any GP Award Night reservation. I told them GP t&c don’t allow taxes charged back to member, but they disagree.
Do you have any suggestions? Thx! Rocky
PS. Suboptimal stay with several housekeeping interruptions (DND light on) and multiple calls everything to get ironing board, paper, amenity, bellboy, etc. Maybe because of French Open…
It is apparent that Hyatt is slowly losing the Hyatt Touch that they have advertised.
The Hyatt Gold Passport awards do cover taxes. How much did they charge you?
I would open a case about the taxes and service failures with the Hyatt Consumer Affairs and would request partial points refund. There is no excuse for interruptions when one has the DND sign on.
Alan’s Question Getting From Australia To North America Using Miles
As a member of American AAdvantage program I get offers to buy bonus miles but so far have been scared to take up the offers, because when i look at what is available to fly J class from Perth to Toronto or Detroit there are never any seats on the Aust leg, am I doing anything wrong or going about it in the wrong way so can you tell me
1 are theses bonus points worth it
2 what are the pit falls or what to lookout for.
Obviously buying miles or points for the sake of it during sales don’t make any sense IF you cannot use them.
You should sign up for British Airways Executive Club and search for award availability between various Australian gateways to the US (have look at Qantas route map). Then you can work on the domestic flights at both end.
Remember that Hawaiian airlines also flies to Brisbane and Sydney. You can use AAdvantage miles for Hawaiian flights.
Mark’s Question Getting Status Match With British Airways
Have a question for you – Are you aware of BA doing any status match with other airlines ? I currently have Gold with Delta but looks like I will be using BA short haul around Europe. Look forward to a response.
I am not aware of any status matches that British Airways would be offering. You do get status with BA quite easily IF you fly on business class.
If you are only after status to get access to lounges, I would explore status match opportunities with Airberlin (Oneworld alliance member). You can read more about Airberlin status match opportunities here.
Jeremy’s Question About Marriott Taipei Opening Delay
I’d like to seek advice about a Taipei Marriott reservation being cancelled, due to delay of opening. The hotel was scheduled to open in July, and I booked a room in August (only by email with hotel, no confirmation number, not in Marriott’s system, but I’ve signed the form and credit card authorization; I kept conversation history).
They offered either cancel my reservation, or book me in another hotel (I think same owner, but not Marriott brand).
I’m a platinum member and I wonder could I consider I am being walked, and 1) Could I claim them for compensation? 2) Could I enjoy platinum benefit in that hotel? 3) What rate should I pay? Thank you!
New hotels rarely open on time and often delayed by months. This is not considered a walk because they contacted you in advance.
The compensation and where they move you is really up to what you negotiate with them.
I would ask for similar level of accommodation that the Marriott Rewards Platinum status would have granted you such as suite with club access.
You could ask for a set number of points for the inconvenience of being moved. Worth at least 20K to 40K.
Conclusion
Keep the emails and messages coming. I will have these READER QUESTION(S) pieces at least once a week (sometimes more often) and try to cover issues that would help LoyaltyLobby readers.
