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Bonvoyed Complaints Logged: 2

Complaints for: Renaissance Phuket Resort & Spa

  • Useless Suite Night Awards

    Nov 09, 2019

    The resort had plenty of suites and pool villas available, so I specifically chose this hotel because of the likelihood of getting a confirmed Suite Night Awards (SNA). I got an email from the hotel two days before my stay just saying that I could email them prior to my arrival if we needed anything.

    I responded to their email immediately to ask about confirming my SNA. The Director of Operations said that the hotel cannot confirm SNA's, because this is done by Marriott Bonvoy. I called the elite phone number and they said that the hotel should confirm. I explained this to the hotel, but they still said that they can't confirm.

    I checked to see if the upgraded rooms were still available before checking into the hotel and they were. I was excited for about 5 minutes before the front desk agent said that the rooms were actually booked. They claimed that it should not show up on the site.

    So the short story is that the SNA's are useless. I spend almost 100 nights per year with Marriott and will unfortunately be switching back to Hilton after this. Instead of spending our big Thai vacation in an amazing/upgraded room, we're stuck in a basic/overpriced room.

    Marriott Status: Titanium
    Lifetime Status: Lifetime Gold
    Hotel: Renaissance Phuket Resort & Spa
    Location: Phuket, Thailand
  • Fight for upgrades

    May 13, 2019

    I had booked a 5 night stay in this property in April 2019

    1. No upgrade initially given at check-in despite having titanium status
    2. After inquiry, was told that the resort is fully booked
    3. After I showed that all room types are currently available for instant booking on Marriott app, I was told that as a favor I can be upgraded for 2 nights
    4. The staff hoped that no one might want to move rooms in the middle of the stay. When I agreed, they tried their best to explain the discomfort of moving after 2 nights
    5. After 2 nights, I inquired if I can continue in the upgraded room
    6. I was told that the resort is fully booked and that cant happen. I again showed then on Marriott booking website that the same room is available for instant confirmation for the same days
    7. The manager gave me a lengthy explanation that the global Marriott booking website is having issues and it is incorrect. When I asked that what if I book on the website right now and do upfront payment as well? She told me that since suites/villas are overbooked, we will send them to some other property or give a standard room
    8. After calling out her bullshit, she agreed that the upgraded room is actually available and we can continue with the stay for the remaining 3 nights

    Never had such an experience with SPG. Marriott is simply horrible with their lies and trying their best to not honor the status.

    Marriott Status: Titanium
    Lifetime Status: No Lifetime Status
    Hotel: Renaissance Phuket Resort & Spa
    Location: Phuket, Thailand