Sometimes loyalty schemes confuse me. Last week in San Jose I switched hotels. For several years I have been using the Hilton, this year for a change I went to the Marriott. The hotel costs were met directly by the conference organisers. On checkout I noticed that my overnight stays had not been credited to my Marriott rewards card, only the costs of room service one night. Challenging this I was told it was Marriott policy not to credit nights unless paid directly by the card holder. Now, in the best part of decade (and earlier that week in Monterey) the Hilton had never operated such a policy nor any other hotel group in my experience. I mentioned this and received so sympathy, just a rather snooty Well this is the Marriott.
I raised it on the web site thinking there must be some mistake, but James White of Marriott Customer Care had little sympathy. He started by saying I had come to the wrong place (well all I did was use the contact button on the rewards web site) and then pointed me to the on line terms and conditions. Now I freely admit I do not spend a lot of time reading such documents and was reminded of that passage in the Hitchhikers Guide to the Galaxy where the demolition notice on Arthur Dent's house is located n a filing cabinet in the darkened cellar behind a sign that says, "Beware of the Leopard". Net effect, no credit.
Now I can see no reason for this, its normal at conferences and the like for the overnight charge to be met directly. Either way, for anyone else in the same situation who reads this blog you now know just how petty minded the Marriott reward scheme is. Suffice it to say that no more of my 230 overnight stays per year will go their way. My apologies to the Hilton for my lack of appreciation for their service over the years.
Comments (5)
Hmm, I'm on the Marriott rewards scheme and so far my experience is unremarkable but then again, I'd always paid with my personal credit card and was reimbursed by the company (in previous jobs).
I'll make a note of their ridiculous policy. Staying at the Hilton would indeed make better sense.
Posted by Jules Yim![[TypeKey Profile Page]](http://www.cognitive-edge.com/blogs/dave/nav-commenters.gif)
|
November 25, 2009 4:04 PM
Posted on November 25, 2009 16:04
Dave, thanks for taking the time to pursue this and to write about it. I had the same issue! And not only that, there seems to be no way to get a non feather/firm pillow from the Marriott. I too appreciate the Hilton and their rewards program.
Posted by Jane Dysart | November 25, 2009 4:41 PM
Posted on November 25, 2009 16:41
Duly taken note of, Dave. No more Marriots.
You missed a trick in San Jose though since the best hotel there is the Fairmont - i stay in lots and lots of hotels all over the world, and this is my leader of the whole pack, anywhere, by a long way.
:-)
Posted by John Connell | November 25, 2009 5:50 PM
Posted on November 25, 2009 17:50
Hi Dave
Yes, rewards schemes can be confusing - and complex. Earlier this year I discovered that my Hilton points had been reset to zero - even though I stayed at a Hilton this year (obviously not enough times). I always found the Sheraton/Westin to be fairest and clearest - and for airlines, the SAS scheme has been the best.
PS Did you check out my suggestion for how to get British TV here in the USA - it does work - and others may be interested.
Posted by David Cronshaw | November 25, 2009 6:14 PM
Posted on November 25, 2009 18:14
Interesting case of "who is the customer". The one who gets the service, or the one who pays for it? Often that is the same person, thus the question can not be answered, but in this triadic case, the truth is revealed.
Posted by christianhauck![[TypeKey Profile Page]](http://www.cognitive-edge.com/blogs/dave/nav-commenters.gif)
|
November 26, 2009 10:20 AM
Posted on November 26, 2009 10:20