Title: Handling a Bug-Infested Stay: The Glasshouse Edinburgh and a Question of Points-Based Redress

Summary:
A long-time Bonvoy member recounts a disappointing experience at The Glasshouse, Edinburgh. After booking two nights with 172,000 Bonvoy points plus £70, the bathroom was found to be infested with bugs. The guest provided video evidence to the property management, but no relocation offer was made during the stay. Following nearly a month of back-and-forth with hotel management, the restitution offered was 60,000 points—about a third of what was paid. The author, a Marriott/Bonvoy loyalist with extensive experience, notes that they have never encountered such handling from a property and questions their continued brand loyalty. The post also asks whether others have had success escalating similar issues through Bonvoy customer care or Marriott corporate.

Details:
– Booking and value: Two-night stay at The Glasshouse, Edinburgh, using 172,000 Bonvoy points plus £70.
– Issue observed: Bug infestation in the bathroom, with evidence captured in video (linked in comments).
– On-site response: Reported during the stay; no room change offered.
– Resolution attempt: After nearly a month of correspondence with hotel management, the final offer was 60,000 Bonvoy points as restitution.
– Perceived outcome: The restitution equates to roughly one-third of the original value, leading the guest to reconsider long-standing brand loyalty after more than 300 Marriott nights.
– Community query: Open to insights on whether Bonvoy customer care or Marriott corporate channels have successfully escalated similar situations.

Discussion points for readers:
– What constitutes appropriate remediation when a room condition directly impacts comfort and safety?
– How have loyalty program members successfully escalated complaints to achieve satisfactory resolutions?
– The balance between point-based compensation and direct refunds or room credits in luxury hotel experiences.
– Best practices for documenting issues and communicating with property management and corporate support.

Note for readers:
If you’ve faced a similar situation with a Marriott Bonvoy property or any other hotel brand, sharing your experience and the steps you took to escalate the matter can help others navigate similar scenarios more effectively.