This week’s Compensation Clinic case comes from my friend’s stay at the Marriott-affiliated Sheraton Grand London Park Lane hotel.
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You can access Sheraton Grand London Park Lane here.
READ MORE: Marriott Bonvoy Rate & Bonus Points Offers
My friend dropped a note to the hotel about the incident using the Marriott app:
The hotel replied promptly:
There was an additional email from the front desk manager who promised to issue the requested 30,000 Marriott Bonvoy points and apologized for the incident.
A bonus issuance email from Marriott came the following day:
EBONUS CONFIRMATION
Marriott Bonvoy(TM) is pleased to confirm that the following eBonus has been issued to your account:
Issued By: SI GRAND LONDON PARK LANE
Bonus: SI GRAND LONDON PARK BONUS
Amount: 30000 Points
Conclusion
We had a chat about this incident and thought that back in the Starwood times, the appropriate compensation would have been 10,000 Starpoints.
Marriott used a 1:3 conversion ratio from Starpoints to Marriott Rewards (the correct ratio would have been 1:5); hence the requested 30,000 points.
I thought that the hotel handled this unfortunate incident quite well. However, it is often challenging to get back to sleep if you have been disturbed.
