Boris Uribe sent a message to Arne M. Sorenson - President and Chief Executive Officer of Marriott International, Inc. - Email Address that said:
I travel and train teams for my organization a fair amount of time (sometimes I ask my trainees to stay in your hotel for logistics purposes). I want you to know I contacted customer service both through email and on the phone and could not resolve my issue. I have consistently booked through concur, I have asked the staff at the hotels and had been advised that I would still get points for stays at your hotels. I have gotten credit for some stays and no credits for others. When I called customer service they said I was not supposed to have gotten credit for any and if I was essentially upset I could have all of my points cancelled (it was done very politely). Had I been informed of this I would not be writing to you, the simple fact is I just want to rectify the problem, I want credits for the nights I staid. I even explained to the customer service rep that I had been advised by a colleague not to use you and to use Hilton because the points transfer were easier through that hotel chain than yours. I happen to prefer your hotels. If I am to book through your direct website I can do that very easily going forward, my frustration is now that I try to use your points for a personal stay I have credit for some stays I booked through concur and I have no points for other. If there is a truly a policy to not use concur can this be communicated to the personnel in the hotels, and I guess can this be fixed in the system for consistency purposes. Had I noticed this I would have questioned this issue further. I know you are a busy person, but I also know how things can fall through the cracks and the staff is just supposed to follow the policy. I ran the executive response team for Ivan Seidenberg for almost 2 years at Verizon and fully know that sometimes going to the top may be the best way to resolve things and prevent these things from happening to others. Thank you for your help.
Boris E. Uribe