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Bonvoyed Complaints Logged: 1

Complaints for: Sheraton Kauai Resort

  • Ambassador hung up the phone on me!

    Jul 19, 2019
    0

    I had 2 ambassadors hang up the phone on me. The first one, I dont know what happened, but the second one, hung up while I was reserving and using one of my Earn Rewards. My account has 4 certificates total, and she told me that I could not use the next up to expire certificate (an up to 40,000 point reward Expiring Dec 31, 2019 for a 35,000 night room hotel!) No way to do it-- the computer system just takes a certificate out that matches the category of the hotel, and you don't get to select which certificate you want to use, which I called BS on. So she took out a certificate that is set to expire in December 2020... and hung up. When I called back right away, I got the same ambassador, who scolded me for suggesting I use my earn certificates in the order I want to use them in. Its took nearly 15 mins and 2 times on hold, and many times explaining what I wanted to get completed, even after she said it was fixed a couple times ( which it was not) , to actually use the certificates I wanted to use switched back around. Thanks Bonvoyed!

    Marriott Status: Titanium
    Lifetime Status: Lifetime Titanium
    Hotel: Sheraton Kauai Resort
    Location: Kauai, HI, USA