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What would you do when no benefits given?
My wife and I both got gold Marriott status last year, and planned a trip to Atlantis using Marriott points 7 months ago, for 2 rooms. Prior to going on the trip, we contacted Marriott to ask what the benefits are at Atlantis, for gold members, since we knew that they were a resort and did not participate in some benefits. Marriott replied and said that as a gold member, we will receive space available upgrade. We had also used an additional 10,000 points per room per night to have an upgraded room (which was floor 4 – 19).
Upon checking in, the front desk agent told us that the tower we were staying in (The Cove) was sold out and that there were no rooms available for upgrades. They also gave us rooms on the 6th floor, and when I asked about getting rooms on a higher floor, we were denied our request and was told that none were available.
After getting to our room, we checked the website to see what rooms were available (and have been checking it every day with the same result), and there were plenty of rooms of the same type that we have, as well up multiple different rooms better that ours. We were clearly lied to, and we called the front desk to speak to a manager, and he told us that the front desk agent was right, and that room inventory was very tight and that the could not give us any sort of upgrade. He also said that they do not participate in Marriott benefits, which contradicts what Marriott told me. We have been here for 2 nights so far, and have 5 more to go.
We decided not to pursue it anymore, but it left me very disappointed since we planned this a while ago and were really hoping to get some kind on upgrade, but we couldn’t even get a high floor. What would you do in this situation?
I would write a letter to Marriott upon your return and relate your experience. Sadly, it appears nothing can be done to remedy the current situation. One thing I’ve found out the hard way with Marriott is that in tourist locations they really expect you to be a “one and done” stay and therefore discount loyalty and service. I stay in Marriotts both in the US and in European tourist cities and I get great benefits at the Marriotts in the US but am completely ignored for the most part in Europe. I use Hyatt more often now in tourist locations because I find the benefits more consistent. You might consider a switch in programs.