Author Topic: Hotel Compensation Master Thread  (Read 89427 times)

Offline yitzyul

  • Dansdeals Lifetime Platinum Elite
  • *******
  • Join Date: Jul 2011
  • Posts: 2108
  • Total likes: 24
  • DansDeals.com Hat Tips 46
    • View Profile
  • Location: Monsey
Re: Hotel Compensation Master Thread
« Reply #675 on: January 16, 2019, 11:11:55 AM »
If your plat you should get more as a right, read Marriott ultimate reservation  guarantee T&C.

I asked specific questions to that an accurate answer can be given.

Name of hotel? French leave Resort (Bahamas)

Rate. Dollar/points?  $1075 + 100K points

Hotel put up in? La Bougainvillea (although they have good reviews, but the hotel is crap compared to the French Leave. )

Amount reimbursed as of now? (charged $1003.52 initially then charged $582 for the 2 nights, returned the 582, when when I called they returned the whole $1003) The 80K points was returned because pool wasn't operational)

Being nice is not an accuse for overbooking.
I'm guessing he only had to gain by being nice, what's his other option.  He wasn't just nice he was above and beyond.

There are rules in place and shall be followed.

Offline KSMH

  • Dansdeals Gold Elite
  • ***
  • Join Date: Jul 2018
  • Posts: 169
  • Total likes: 12
  • DansDeals.com Hat Tips 0
    • View Profile
  • Location: N.J.
Re: Hotel Compensation Master Thread
« Reply #676 on: January 16, 2019, 12:32:09 PM »
As a right you deserve  $200 USD   +   90,000 points  and being put up in "comparable accommodation nearby".

The hotel you were put up in is not comparable (prices run on AVG 200 cheaper), so guess 200 x 3= 600.

Being reimbursed for a pool not working makes sense at a resort ( say 25K-100K points).

That's how I would do my calculations.

So saying you got full 1K usd reimbursed would make the difference for points not being credited.....

I personally would try getting more points though (I believe hotels pay Marriott somewhere around .50 per points). 

Nights should still be credited. Get all paperwork and submit the request to Marriotts missing nights if not resolved at the hotel management level.

Offline yitzyul

  • Dansdeals Lifetime Platinum Elite
  • *******
  • Join Date: Jul 2011
  • Posts: 2108
  • Total likes: 24
  • DansDeals.com Hat Tips 46
    • View Profile
  • Location: Monsey
Re: Hotel Compensation Master Thread
« Reply #677 on: January 16, 2019, 12:34:12 PM »
As a right you deserve  $200 USD   +   90,000 points  and being put up in "comparable accommodation nearby".

The hotel you were put up in is not comparable (prices run on AVG 200 cheaper), so guess 200 x 3= 600.

Being reimbursed for a pool not working makes sense at a resort ( say 25K-100K points).

That's how I would do my calculations.

So saying you got full 1K usd reimbursed would make the difference for points not being credited.....

I personally would try getting more points though (I believe hotels pay Marriott somewhere around .50 per points). 

Nights should still be credited. Get all paperwork and submit the request to Marriotts missing nights if not resolved at the hotel management level.
Wow TY

Offline Zevi16

  • Dansdeals Lifetime Platinum Elite
  • *******
  • Join Date: Mar 2015
  • Posts: 1949
  • Total likes: 46
  • DansDeals.com Hat Tips 0
    • View Profile
Re: Hotel Compensation Master Thread
« Reply #678 on: January 20, 2019, 11:57:16 AM »
Conrad didnít have Kosher breakfast so they gave me 11000 points instead.

Offline jbr100

  • DansDeals Copper Elite
  • *
  • Join Date: Jan 2019
  • Posts: 2
  • Total likes: 0
  • DansDeals.com Hat Tips 0
    • View Profile
  • Location: United States
Re: Hotel Compensation Master Thread
« Reply #679 on: February 20, 2019, 06:18:48 PM »
Hi-
I am trying to figure out how to handle the following situation. 
Several months ago, I booked 2 rooms for 2 nights at the Westin Playa Conchal for Presidents Weekend at the conclusion of a weeklong trip to Costa Rica for my family of 5.  At the end of December, the reservations disappeared from my profile on the website though my points were not returned. I called Marriott and the agent at first said she didn't see the reservations in one system but after searching some more, she found the reservations in a second system and said not to worry- all good with the reservation.  (given the merging reservation systems, I figured all was good)
A week before I was scheduled to leave for Costa Rica and still not seeing the reservation on the Marriott website, I e-mailed hoping to get written confirmation of my reservations.  Marriott responded that 1 reservation was cancelled and 1 reservation was never valid.
This led to me frantically calling Marriott and trying to get this sorted out.  After numerous hours on the phone, Marriott/Starwood told me the hotel cancelled the reservation for one of my rooms but had 1 reservation.  They did not know why.  And I would have to deal with the hotel on my own.  And the hotel was now sold out for this weekend. This would be my problem to solve.  Marriott was suggesting that I make reservations at a new hotel so that I would have a place to stay.   Marriott said they would open up a case as to what happened but that would take 7-10 days business days to resolve (no- it couldn't be expedited even though this would be after I was already abroad) and they would get back to me with a report and possible compensation.
Thankfully, after some back and forth with the hotel, within 3 days they were able to reinstate both reservations.

I never did hear back from Marriott so I called after I returned and they said they showed my 2 reservations were reinstated so my file/complaint was closed on their end. 
Any compensation for wasting 15 hours of my time and creating a stressful situation (waiting on hold to be connected, trying to deal with agents, transferring to managers, speaking to the hotel directly with language barriers, finding new hotels, making sure to cancel new hotels) would have to be negotiated with the hotel.  They did give me the phone number to Marriott Corporate Headquarters if I wanted to complain.

I have a very bitter taste in my mouth- I made 2 reservations through Marriott/Starwood- and then when there was an issue- they made it my problem to solve.  The whole situation left me very unimpressed with Marriott and Starwood but also very befuddled at the lack of customer service.
Am I missing something here?
Should I be complaining to Marriott Corporate for compensation or just forget it as everything worked out at the end?
Thanks!

Online ludmila

  • Dansdeals Presidential Platinum Elite
  • ********
  • Join Date: Aug 2012
  • Posts: 4667
  • Total likes: 200
  • DansDeals.com Hat Tips 0
    • View Profile
  • Location: IND
  • Programs: Hilton Diamond,Marriott Platinum,SPG Platinum.
Re: Hotel Compensation Master Thread
« Reply #680 on: February 21, 2019, 02:35:23 PM »
Hi-
I am trying to figure out how to handle the following situation. 
Several months ago, I booked 2 rooms for 2 nights at the Westin Playa Conchal for Presidents Weekend at the conclusion of a weeklong trip to Costa Rica for my family of 5.  At the end of December, the reservations disappeared from my profile on the website though my points were not returned. I called Marriott and the agent at first said she didn't see the reservations in one system but after searching some more, she found the reservations in a second system and said not to worry- all good with the reservation.  (given the merging reservation systems, I figured all was good)
A week before I was scheduled to leave for Costa Rica and still not seeing the reservation on the Marriott website, I e-mailed hoping to get written confirmation of my reservations.  Marriott responded that 1 reservation was cancelled and 1 reservation was never valid.
This led to me frantically calling Marriott and trying to get this sorted out.  After numerous hours on the phone, Marriott/Starwood told me the hotel cancelled the reservation for one of my rooms but had 1 reservation.  They did not know why.  And I would have to deal with the hotel on my own.  And the hotel was now sold out for this weekend. This would be my problem to solve.  Marriott was suggesting that I make reservations at a new hotel so that I would have a place to stay.   Marriott said they would open up a case as to what happened but that would take 7-10 days business days to resolve (no- it couldn't be expedited even though this would be after I was already abroad) and they would get back to me with a report and possible compensation.
Thankfully, after some back and forth with the hotel, within 3 days they were able to reinstate both reservations.

I never did hear back from Marriott so I called after I returned and they said they showed my 2 reservations were reinstated so my file/complaint was closed on their end. 
Any compensation for wasting 15 hours of my time and creating a stressful situation (waiting on hold to be connected, trying to deal with agents, transferring to managers, speaking to the hotel directly with language barriers, finding new hotels, making sure to cancel new hotels) would have to be negotiated with the hotel.  They did give me the phone number to Marriott Corporate Headquarters if I wanted to complain.

I have a very bitter taste in my mouth- I made 2 reservations through Marriott/Starwood- and then when there was an issue- they made it my problem to solve.  The whole situation left me very unimpressed with Marriott and Starwood but also very befuddled at the lack of customer service.
Am I missing something here?
Should I be complaining to Marriott Corporate for compensation or just forget it as everything worked out at the end?
Thanks!
It never hurts to try. Nothing to lose, I think you have a very legitimate complaint .
I was the Best,still the Best, and will always be the Best.
Pele Good,Maradona Better, George Best.

Offline Mootkim

  • Dansdeals Gold Elite
  • ***
  • Join Date: Sep 2014
  • Posts: 138
  • Total likes: 21
  • DansDeals.com Hat Tips 1
    • View Profile
  • Location: New York
Re: Hotel Compensation Master Thread
« Reply #681 on: March 14, 2019, 11:37:46 AM »
Hmmm so I just saw on my account that yesterday (the same day as the email saying to allow 10 business days) 10k were posted into my account. The "type" is bonus and the description is "Xr The St. Regis Rome". Does this mean that this is all I am getting from my complaint? Should I ask for more? Would this be some sort of bonus unrelated to my complaint?
BTW I just noticed that over 2 months later I received the additional 50k back. I had filled out the form as well as emailed them directly the same day asking outright for 60k back. From the email it seems like they gave me only 10k the same day I sent the email and then 2 months later when they got to the online form submission they gave me another 50k.