I am a multi year Platinum /Titanium . Recently on 4 July I checked in to ITC Maurya, A Luxury Collection hotel ( Not a Marriott owned property) in New Delhi India. Beautiful property, if you ask me, right at the heart of the Diplomatic District in Delhi. They were kind enough to check me in early and give me an upgrade to the ITC One category (kinda Junior Suite) but they forgot to ask me about the Welcome Gift points at the arrival. Suddenly during the stay I recalled a blog where the blogger had claimed a compensation for not being asked about the Welcome Amenity upon Arrival. I quickly flipped through the Terms and Conditions of Marriott Bonvoy and there it was saying that I have a right to claim compensation of USD 100 from the property before my check out. When i brought this up to their Front Office, they politely refused the same saying they have a No Cash Compensation policy and they are still debating with the Marriott on that particular clause of Compensation. Instead they offered me a Buffet Dinner for 2 at another hotel in the city I stay in. But I politely refused the same and informed them that I would rather stick to the Terms and Conditions and get a cash compensation (since Marriott always expects that I follow the T&C, I only expect the same in return)
I registered the same on mail to both the hotel FO and the Marriott Customer Care Twitter before checking out. However I paid upon check out since I had to rush to catch my flight and didn't want to miss my flight.
The FO manager later claimed on mail that the points were offered at arrival on 4 July. However till today 11 July, no Welcome points reflected in my account. Today the Marriott Customer Care called me and I informed him of the entire incident and he apologized and said he could offer me 5000 bonus points as a token of apology - Not really worth a 100 dollars I would say but its fine - I am anyway not in business of claiming frivolous illegitimate compensations. My point to raise this issue was more to enforce the T&C.
I think this issue needs to be addressed at policy level by removing ambiguity and removing the onus from the guest to prove the point that the Welcome points were not offered on arrival. Titanium/Platinum elite guests do not deserve to waste valuable time in proving their stand and in getting the Marriott ( or affiliated) hotels to enforce Terms and Conditions of Marriott Bonvoy. This is not the kind of engagement, I would like to indulge in during/ post my check-out from a Marriott (or affiliated) property.