Complaints

Yes I did but it’s a while ago. Emails to CS eventually got me a few 1000 points but barely an apology and nothing from the hotel.

Arrived at 5pm for check in, got told come back in a few hours and we “may” have your room ready, finally got to the room at 8pm after sitting in the lobby for 3 hours. Room had a door to a balcony where you could see daylight aorund it so no noise prevention and immense motorway bridge 100m away with american trucks roaring up and down it 24/7. Spider webs covering the balcony walls and furniture, looked like it hadnnt been cleaned in a year

A lot depends on the property. Checked into an HIX once, pulled back the sheets at 11pm after dinner to find filthy wet footprints on the sheet. Clerk was mortified, credited me 20k points on the spot and gave me another room key. I now always check the bed when I arrive, not 6 hours later after dinner when I’ve had a few jars.

I’ve complained twice I think and had two run ins when offers didn’t credit properly. One of the complaints for a stay at a HIX was compensated quickly with 5k for an accesible hotel room that wasnt, standard bathroom that was unusable. Other one was a struggle, an exposed light fitting above the shower that stopped us having showers. Partner was already asleep so couldn’t move and that was there excuse. Eventually got 5k out of them I think.

Offers not posting was an absolute pain, even screenshots they initially tried arguing against. So part of me things it depend on the complaint or issue, bit persistence will get you something

A few times. There are various methods you could go about, but the one described by @JDB will just prolongs things and is not the right approach in my opinion.

It really depends on the seriousness of the issue.
You can first write to customer services (Diamond/Ambassador desk if you have the status), followed by an email to head of loyalty programme or CEO.

Another method is to threaten them that you’ll blast it all over internet. You could also tell them you’ll contact bloggers with your story (a few have compensation type articles). This I reserve for when everyone is unwilling to resolve. And I strategically post negative comments. Make sure you have documented the issue properly though so you can use it when posting.

I have also been successful with credit card chargebacks and S75 claims under non-performance of certain aspects of the contract (i.e. having been maid to wait for the room to be ready for a long time which reduces my enjoyment of the room as stipulated on the reservation and T&C, or when the room was not as advertised or I got the wrong room category and they claim being fully booked, etc.). This also focuses their attention as the credit card company will charge them an extra fine for this.

@LadyLondon the OP has stated that he stayed already.

We are not talking about the on-property resolution which would have of course been preferrable and usually yields better results if you laugh it all off together.