I am confused about Marriott's policy fo properties r failing to provide platinum memebers their bonus points (arrival gift).
Let me explain:
Two months ago, I stayed at the Birmingham, AL Marriott. When I checked in, I indicated that I would prefer 500 points for my arrival gift. A week or so later, I checked my activity online and noticed that they forgot to add my points. I called the front desk and they apologized. For the inconveience, they sent me a $100 check. They explained that it was marriott's policy and that they failed to deliver me a promised service to me.
Two weeks ago, I checked into the Renaissance Ross Bridge Resort in Birmingham, AL. Once again, I told them that I would prefer points for my arrival gift. A week later, I checked my activity and noticed that they failed to add my arrival gift. I called the front desk manager and pointed it out and she said that she would send them in immediately. When I asked why I wasn't offered $100, she said, "that you were acknowledged as a platinum member, but we just didn't add the points." I told her that I was never given a card to check a box, so how did she know that I was "acknowledged". She claimed that they recently changed the policy to be more green to stop using the cards. I told her that I wasn't satified and she agreed to call her manager. I received a call from her 5 minutes later saying that they would provide me an extra 500 points for the inconvience.
Needlesstosay, I am confused at how two properties can handle the same situation entirely differently. I welcome your insight.