This week the Compensation Clinic-case comes from my stay at the Sheraton Addis, a Luxury Collection Hotel, in Ethiopia.
READ MORE: Marriott Bonvoy Rate & Bonus Points And Miles Promotions
I had always wanted to stay at this “landmark” hotel in Addis Ababa, capital of Ethiopia, but things went south there very fast during my stay this past May.
A wedding had overtaken the hotel, and the noise in the lobby was unbearable. I asked to be checked in the club lounge (used to be standard with Starwood). I was told that under Marriott, the hotel is no longer required to have employees checking in and out guests there, but eventually relented.
The check-in otherwise went smoothly in the club (was checked in by one of the managers), but nobody ever asked for my Platinum and higher amenity choice, and I had not checked in using the app (never makes any sense anyway).
Here’s our post about the Platinum, Titanium, Ambassador & Cobalt amenity gift guarantee:
As I knew that exercising this would likely take some time as I was in Ethiopia, I asked one of the managers to come to the club lounge before I checked out.
It seems that they weren’t aware of this guarantee (this is the usual response). We agreed that they would deposit 30,000 points to my account instead of handing out a $100 bill.
Getting the hotel to honor this took five months and four emails to my Ambassador. The points finally posted late last month.
I don’t usually exercise this guarantee unless there are some other issues with my stay, or it is a hotel where I will never return. What I have found out is that it is usually badly run properties that cannot get their act together that somehow manages to forget this too.