Loyal Frustrated Member

Discussion created by sch1012 on Nov 12, 2019
Latest reply on Nov 16, 2019 by msannmcd

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I recently booked my honeymoon in Hawaii and had more than enough points to stay 10 nights before the program changed. Now under the new structure I no longer have enough points and am working to increase my point balance to make the required balance. This is totally unfair to the masses of loyal rewards members of Marriott. This is not the way to treat your customer base and basically drive them away to another brand. Once I have enough points, my loyalty will begin elsewhere. Wake up Marriott and undo your corporate greed!

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5 Replies

pat2927 Nov 13, 2019 12:39 AM
Welcome to Insiders, Loyal Marriott member and congrats on the wedding and upcoming honey moon. Unfair is a strong word without some much information missing:
1. what new structure - the points ? the merger?
2. what program change?
3. what is unfair ? Remember Marriott is also a business too
4. how are customers being treated and driving them away to other brand ? is their a perfect brand?
You'd be surprised that with more information, there are some awesome insiders here who would love to add their thoughts to your story. Cheers.
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nascargene Nov 13, 2019 2:57 AM
Did you reserve the room using Points Advance? If you did, and you had less than 5 points advance reservations, just make a call to Bonvoy Support and let them know that the points have increased since the change to Peak/Off Peak. The call will likely take 15-20 minutes, with the agent getting assistance from a manager and they should add the difference in points from what it was when you reserved it to what it is today - to your account - thus giving you to proper number of points to apply towards the reservation.

I had this exact scenario and was 7,500 points short for a reservation I made on points advance. I made the call, and at the end of the call my account was credited the 7,500 points so that I could apply the 7,500 points + my earned points, to pay for the reservation
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- msannmcd @ nascargene on Nov 16, 2019 9:22 AM
  Thanks for the tip. I'm dealing with the same scenario on a trip next summer. Let me see if this will work for me!
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globaltreker Nov 13, 2019 4:46 AM
- If you had all the points in your account at time of reservation, then there should have been no issue getting the certificates issued and reservations confirmed. Call them to discuss.
- I don't see any unfairness in dynamic pricing of highly desired properties in Hawaii. Its basic supply and demand economics.
- All loyalty programs in the USA appear to be heading towards the dynamic pricing model as the new way forward.
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- msannmcd @ globaltreker on Nov 16, 2019 9:44 AM
  Dear globaltreker if you were here right now I'd be giving you a BIG HUG! Thank you! Thank you! Thank you! You just saved me 50K points. Woo hoo!
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