Hi, as the title suggests, I have a question about what qualifies as a stay, slightly different than anything I have found in searches.
My question is about booking two reservations, different hotels, same night. In a nutshell, in December I had work travel plans get canceled several times due to weather. According to my math(no thanks to the website since it had taken down the qualifying stats about two weeks before year end) I was going to be 4 stays short of diamond. I really wanted to requalify, so quickly booked rooms locally for quick stays. I was short on time, so checked the T&C's for restrictions. The only restriction or definition I could find was the definition of a stay which referenced consecutive nights at the SAME property and various discount rates not applying. NO mention of two rooms two hotels same night. So I booked 2 properties across the street from each other for the same night. Checked in at both, checked out the next day.
The website never showed my final stay tally for the rest of the year, it just showed the message about being patient while they updated for 2014. I did notice that points for 1 room did not post, but that didn't surprise me because I knew two rooms at one property often screw up.
I got my new card in mail 2 weeks ago, and it was Gold. So I called diamond desk, spoke to rep, she was fairly bad, didn't understand what I was asking, and told me that I could still get diamond because the "system" wasn't done yet. Well, since I had a new card in my hand, I figure the system is done, at least with me, so I asked to speak to her manager.
The manager would not accept my reading of the definition of a stay, but could not explain or defend her definition of a stay in the T&C's, so I politely stated that I wanted to escalate. She said she would and it would take about 7 days and someone would get back to me.
About 4 days later I got a canned email advising me I did not meet their conditions and that multiple nights count as one stay(no mention of two hotels vs. same hotel). So I spent over $600 for these 4 stays that I only used to requalify and wound up 1 night short of requalifying. Very frustrating.
Can anyone tell me if they have any experience with 2 stays, 2 hotels, same night?
Can anyone advise how to further escalate my case?
Can anyone tell me where in the T&C's a stay is defined or limited by the number of properties in 1 night? The only thing I can find anywhere is same property consecutive nights.
Thanks for any thoughts or advices that could help me! Very frustrating being only 1 night short, esp. Since they had the tally off line for so long, and that I had three other stays that were wasted because of this.
My question is about booking two reservations, different hotels, same night. In a nutshell, in December I had work travel plans get canceled several times due to weather. According to my math(no thanks to the website since it had taken down the qualifying stats about two weeks before year end) I was going to be 4 stays short of diamond. I really wanted to requalify, so quickly booked rooms locally for quick stays. I was short on time, so checked the T&C's for restrictions. The only restriction or definition I could find was the definition of a stay which referenced consecutive nights at the SAME property and various discount rates not applying. NO mention of two rooms two hotels same night. So I booked 2 properties across the street from each other for the same night. Checked in at both, checked out the next day.
The website never showed my final stay tally for the rest of the year, it just showed the message about being patient while they updated for 2014. I did notice that points for 1 room did not post, but that didn't surprise me because I knew two rooms at one property often screw up.
I got my new card in mail 2 weeks ago, and it was Gold. So I called diamond desk, spoke to rep, she was fairly bad, didn't understand what I was asking, and told me that I could still get diamond because the "system" wasn't done yet. Well, since I had a new card in my hand, I figure the system is done, at least with me, so I asked to speak to her manager.
The manager would not accept my reading of the definition of a stay, but could not explain or defend her definition of a stay in the T&C's, so I politely stated that I wanted to escalate. She said she would and it would take about 7 days and someone would get back to me.
About 4 days later I got a canned email advising me I did not meet their conditions and that multiple nights count as one stay(no mention of two hotels vs. same hotel). So I spent over $600 for these 4 stays that I only used to requalify and wound up 1 night short of requalifying. Very frustrating.
Can anyone tell me if they have any experience with 2 stays, 2 hotels, same night?
Can anyone advise how to further escalate my case?
Can anyone tell me where in the T&C's a stay is defined or limited by the number of properties in 1 night? The only thing I can find anywhere is same property consecutive nights.
Thanks for any thoughts or advices that could help me! Very frustrating being only 1 night short, esp. Since they had the tally off line for so long, and that I had three other stays that were wasted because of this.