I recently booked a trip to Boston (on points) to celebrate my daughters 16th birthday. I made a reservation that said it had a room with bedroom suite, a queen bed and a sofa bed at a Residence Inn in the Wharf. When we arrived everything started great. They told me they had given me a free upgrade because of my status; fantastic! When I get to my room, I have a room that has a bedroom and a sofa bed; no additional queen bed??? I approach the front desk and explain that while I appreciate the upgrade, I need the room with the additional bed. They inform me that their property does not have a room that large and they gave me the largest room available. While I appreciate them being very apologetic, my problem still exists. I need a room with 2 beds, not 1 bed and a sofa bed, after all that's what I used over 100k in points to get. The front desk was again apologetic and offered to give me a second room if I wanted to use additional points? What??? Use more of my points to get a second room, when I had already paid a ton of points to get the space I needed. I told them that my family had no choice over the Thanksgiving holiday weekend and we would have to make do. They then offered to refund my points that I had spent. Wow, that is customer service and I was truly grateful. While I realize the 3 nights that I would be there would be cramped they tried to make a bad situation better.
Now the reason I share, is because after the fact, after I have left town, after I have no ability to speak with the people face to face, they have actually not refunded my points. If anyone can give me advice? Normally, I receive an email to give feedback on my previous stays, but this time, nope no chance to give feedback.
In advance, thanks to anyone who can help and I will continue to be a loyal Marriott member, however I just want to be given what was offered to me by the specific hotel. Great property, perfect location, but sleeping on a sofa bed was not my idea of a family trip.