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Bonvoyed Complaints Logged: 1

Complaints for: Residence Inn Maui Wailea

  • Marriott Refused to Allow Use of Free Night Award on Fixed Points Advance Reservation

    Apr 22, 2019

    Just called Marriott to get a Points Advance reservation I made in February fixed (hotel moved from cat 5 to cat 6). The first reservations person I spoke to immediately passed me off to someone higher up who fixed it fairly easily by charging me the new category rate (200k for 4 nights) and then giving me a points credit for the difference (60k) between that and the old rate (140k for 4 nights). However, I'm really disappointed because they refused to allow me to use my free night award (35k) from my credit card. They said that because the hotel category changed from a 5 to a 6, there was absolutely no way for them to apply the certificate. I asked the representative (who I'd already been escalated to) to escalate me to a supervisor, and she told me the same thing. I asked if they could credit me 35k points and just remove the certificate from my account, but she said there was no way for them to do that either. I made this reservation at this hotel specifically so that I could use my free night award (and basically planned a trip to this location because I could use this award night at this property), so it's a hard pill to swallow.

    Marriott Status: Silver
    Lifetime Status: No Lifetime Status
    Hotel: Residence Inn Maui Wailea
    Location: Wailea, HI, USA