This week’s Compensation Clinic case comes from a LoyaltyLobby reader’s experience of trying to claim the Marriott Platinum Arrival Gift Guarantee at Marriott property in Cincinnati.
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 Marriott Cincinnati North’s website here.
Here’s a email that the reader sent to the Marriott Customer Care:
I just checked out of the Marriott Hotel- Cincinnati North in Cincinnati, Ohio (original confirmation numbers REMOVED and REMOVED).
Upon arriving I was presented a key packet with my Platinum Breakfast voucher for 2, the access information for the internet, and that I was upgraded to the Concierge Level (all standard platinum benefits). When I got up to my room I ordered room service for dinner and went to sleep around an hour later.
The next morning I went downstairs to make sure I was on my separate reservation and to let the desk manager know that I never received my platinum arrival gift. She apologized and ask what I preferred and I said points. After I told her points I also said I would like my $100 payout for not being offered an arrival gift. She told me she didn’t even know if that existed anymore and would need to speak with her GM about it since they have never had to pay it out before and that they were having system issues. I said that would be fine and would stop by on my way out the following day (Sunday Nov 15, 2015) to pick it up.
When I went downstairs to check out I was told that no one spoke with the GM yet and it wouldn’t be possible to pay out my compensation, in other words refused to pay it out. I kindly suggested it would probably be smart to contact the GM via telephone to get the approval now than make me escalate it to you.
As you can see from this e-mail the property chose to go this route. I absolutely hate that I have to do this because I enjoyed my stay. The other minor issues I experienced were taken care of promptly. Once this is settled, I just expect any manager of a Marriott property to not only know the policy, but to follow it and train all front desk employees to do the same without hesitation or confrontation. I look forward to a prompt follow up on compensation that is due.
And an update:
After seeing your post from the Moxy on compensation clinic today I forgot to follow up with you on collecting my platinum guarantee…The general manager contacted me first thing the next morning and offered to send me a check for $100 or get the $100 credited to my credit card. I elected for the check which arrived in 3 business days.
The employee should have followed up with the GM or the Manager on Duty when the guest informed about the missing amenity and the $100 guarantee. At least the General Manager was on the ball once the reader contacted Marriott customer care to have the issue resolved.