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Bonvoyed Complaints Logged: 1

Complaints for: Renaissance Phuket Resort & Spa

  • 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