We will be staying 5 nights using points at the JW Marriott Khao Lak Resort in Thailand this February. According to the Marriott Terms & Conditions, as Lifetime Platinum Premier members we should be offered "1000 points per stay or F&B amenity per stay or breakfast in restaurant per day of stay for member +1." We have emailed the resort twice and both times they've responded stating that we're only entitled to a 20% discount on food. The last time they even included the link to the reward terms, but obviously haven't read it or don't understand it.
We've now called the Marriott Platinum Elite line 3 times and each time had to tell them where to look online to convince them of the benefit. Just today the rep said that she's been doing the job for 20 years and we are definitely not entitled to breakfast at JW resorts in Asia. She eventually agreed to ask a supervisor - and then ate crow. The 1st time we called Marriott they established a case number and emailed the Khao Lak Resort. No reply. The 2nd time we called Marriott, they emailed the resort again. This time Khao Lak responded directly to Marriott informing them that we do not get free breakfast at their resort. Today, our 3rd call to Marriott, the rep offered to contact the resort again on our behalf.
It has been so frustrating to waste countless hours trying to get benefits that we've earned and Marriott has in writing on their website. What else can we do to at this point? Unlike most of Thailand, this resort's food prices are high and appear to be most guests' biggest complaint (i.e. the breakfast buffet is $25USD per person.) So we'd really like to get this straightened out now. We're so disenchanted with the resort's refusal that we're considering staying elsewhere. Would appreciate any help!