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Bonvoyed Complaints Logged: 1

Complaints for: Casa Monica Resort & Spa, Autograph Collection

  • Charged for Elite Benefit

    Jan 20, 2020

    Yet another Marriott-branded "NON-resort" property that charges a daily "resort" fee, that includes "upgraded Wi-Fi" service, even though upgraded Wi-Fi is "supposedly INCLUDED" as a Bonvoy Elite Benefit. Complained at check-in & was told: "We apologize for the confusion, but you will need to complain to Bonvoy". Complained to Bonvoy Customer Care & received a response: "Bonvoy Members who do not receive the Elite Benefits to which they are entitled, will need to negotiate with the hotel directly, since such issues are handled by each property & not Marriott Bonvoy". Never experienced ANY other hotel chain telling guests that they must haggle with individual hotels to get the specific benefits tied to the frequent guest programs. A complete collapse of any pretense of a customer service focus by Marriott & Bonvoy.

    Marriott Status: Gold
    Lifetime Status: No Lifetime Status
    Hotel: Casa Monica Resort & Spa, Autograph Collection
    Location: St. Augustine, FL, USA