A LoyaltyLobby reader despatched us an annoying electronic mail about an expertise with Marriott the place Bonvoy switched level reservation to 1 with Free Evening Awards.
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READ MORE: Marriott Bonvoy Charge & Bonus Factors Provides
Reader E-mail:
This previous week, Marriott surreptitiously compelled me to commerce my FNA’s again for factors.
Right here’s what occurred:
I booked three rooms for one night time, utilizing solely factors, on the app. Every room was 16.5k factors. The reservation went by, no downside. 49.5k factors have been deducted from my account, and the e-mail affirmation confirmed cost as precisely that.
9 hours later, I obtained an almost-identical electronic mail re-confirming the reservation however this time with 33k factors added again to my account. I checked my account, and positive sufficient, my two FNA’s have been gone (a 40k one and an 85k one).
In different phrases, Marriott primarily gave me 33k factors and took away 125k factors from my account. That’s 92k factors that they primarily stole from me.
There are others who’ve additionally skilled this and are furious too.
Once I known as in to the Titanium hotline, the hotline employees acquired all the pieces sorted again for me, however additionally they informed me that, in case the factors value per room will increase earlier than I “catch the error”, I should pay the brand new factors value to redeem.
For instance, say I paid 15k factors for a room, and days later I discover out they used my FNA as an alternative. If I wish to repair the error and ‘re-trade’ for my FNA and ebook with factors, and the room now prices 30k factors, I must pay the 30k for the factors redemption; the 15k factors deal is off the desk!
I can think about myself fortunate, insofar that I nonetheless had 3 weeks to go earlier than my journey, and I test my electronic mail each day. For many who ebook solely (say) two days out, and don’t test their electronic mail, they’ll simply get swindled by “Marriott IT”.
I foresee that the extra individuals expertise this, the extra we may even see Marriott prospects ebook a far-off ‘dummy’ award keep to ‘safeguard’ their FNA’s. That would sadly clog up the reservation system unnecessarily.
I ponder what Marriott IT can dare to say about any of this.
We have been in contact with Marriott about these glitches however haven’t obtained a remark by the publication time.
The reader is appropriate. There have been comparable different experiences the place Marriott switches absolutely supported level awards with Free Evening Award ones that you may use for higher motels down the highway.
Conclusion
The problem with Marriott is that they’ve inadequately invested in IT, which has led to many handbook processes on the motels and Bonvoy buyer stage that elsewhere are absolutely automated.
When factors or keep doesn’t put up, wouldn’t or not it’s essentially the most logical for Marriott to tug up the folio and put up the keep than asking the patron to request a folio from the lodge after which ship it to Bonvoy?
When Marriott bought Starwood (a merger legally), they determined to ditch the far superior IT that Starwood had and depend on Marriott’s legacy resolution from the Nineteen Eighties/Nineties, and right here we’re in 2023.
I’m glad that the reader was capable of resolve the problem with buyer assist, as they normally simply open tickets that will or might not be acted upon or simply closed.
These endless points with Marriott make you marvel why they’re at all times in the home’s favor and by no means the members? Is it only a characteristic of this system?