Citi Prestige - My Experience (some good, some not so good)

[ficobgtx]

So.... I apped for this card on Tuesday evening (pretty late - 11:00 PM EDT or so). I posted in the approvals section about that experience - not an immediate approval - had to call in, but pretty quick.

Wanted to get the card quickly so I could take advantage of the 4th night free for a trip coming up on July 5th. So I initiate a chat on the Citi website on Thursday to see about expiditing the card  - and they ask if I have gotten the approval email. I say no, but I did speak to someone in approvals and they confirmed I was approved with a certain CL. They say there is nothing they can do. 

So, I wait until Friday and I decide to call the EO. There was a prompt (a little surprising) but I get to a real person pretty quickly. But - they didn't seem too pleased that I was calling the EO for this issue - and transferred me to some "Presidental Card" something or another. The person in the EO wasn't exactly unpleasent, but did question how I got the number.

So, the person I was transferred to was much more friendly. She said that she could see that I applied (late) on Tuesday, and that the card was mailed out "regular postal mail" on Thrusday. So, I "should get the card by next Tuesday, maybe Wednesday - but no later than Thrusday, unless something is really wrong." But - she did give me her direct phone number, and say that if it not there by Tuesday, give her a call and she would expidite one that would get to me by Thursday. Overall, a pretty good experience.

So, I was quite surprised when my doorbell rang about 2:00 PM CDT and it was Fedex delivering my card! I saw that some people on here got it shipped Fedex and others regular mail - guess I was a lucky one.

Next, I activate the card and setup the online (to merge with my existing online ID for my DC) and call in to make a hotel reservation for my first shot at 4th night free. I had already pulled up the hotel I wanted and knew the rates.

I get a directory (quick one at least) and get connected to the Concierge and... he couldn't find me in the system. I explained that I just got the card, and he said that was probably the reason and he would "have to initiate me into the system." Then he gets the travel agent on the line, and she attempts to make my reservation. After some back and forth, she has to go to the Marriott website to confirm the rate that I had given her. She confirms that it is available, and goes to book it. She comes back, and says that as she tried to book it - the last room was gone at that rate. So, she'll try to call the hotel so that they can try and give her the same rate. Luckily, they do. 

All-in-all, the call took 23 minutes according to my call log. I had to give the travel agent all my details because I still wasn't in the Citi system. Concierge said it would be quicker next time.

Compared to my experience with the Ritz, the Presite is certinally second-rate. I hope things go a little smoother in the future - I plan on using the 4th night free A LOT in the next 3-4 months. I need to pay for my steep AFs. 

[ficobgtx]

So... second round with the Concierge to book a room... Slightly less time than the first, but not much. And considering I had to call twice... it was a bit painful.

I called in on Sunday to book a hotel so I could again take advantage of the 4th night free. When I spoke to the concierge, he informed me that there was a 24 hour turnaround on hotel reservations. I had read that on the forum so wasn't shocked - but it was different from my first resevation where they conferenced in the travel agent from CWT.

This call took just over 4 minutes.

Today, I got an email giving me an option between a refundable and non-refundable (pre-paid) rate. So I called in to book the refundable rate. I got the Concierge (same person as yesterday I'm pretty sure). He transferred me to a "Reservation Specialist" or something - who was surprised I was transferred there, so she transferred me to a "Travel Agent" (assuming from CWT). I was on hold transferring to this person for a while... seemed like forever (was just over 10 min). They confirmed the reservation, had to take my CC info/billing address and Marriot rewards number - painful... why?!? They are working with the Concierge... can't they communicate this information instead of having me give it to them every time?

This call took 16 minutes and 38 seconds. For some reason, it felt longer. But still... it shouldn't take this long. I already had their "Proposal" in the email that took them nearly 24 hours to put together. This should have been very quick.

So again, over 20 minutes to book something I had already looked up online and could have booked myself in < 1 minutes. All-in-all it is worth it... will save me $248 for just this reservation. But they've got to get this process down better.

[jsucool76]

Every time you call the concierge, just ask to be transferred to a travel advisor. They'll do everything right there in one phone call. Way easier. 

[ficobgtx]

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@jsucool76 wrote:

Every time you call the concierge, just ask to be transferred to a travel advisor. They'll do everything right there in one phone call. Way easier. 

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Thanks - I'll do that. But when I call and say "I'd like to book a hotel" - shouldn't they automatically transfer me to the travel advisor? Seems like it is a waste of everyone's time.

[Anonymous]

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@jsucool76 wrote:

Every time you call the concierge, just ask to be transferred to a travel advisor. They'll do everything right there in one phone call. Way easier. 

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Thank you for this. I spent 40 minutes on the phone the last time I called CW to make reservations.

[Anonymous]

Is there a cap on the amount they cover for the fourth night?and do I have to book through them?

[rlx01]

No cap.

And yes, of course you have to book through them.

[ficobgtx]

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@ficobgtx wrote:

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@jsucool76 wrote:

Every time you call the concierge, just ask to be transferred to a travel advisor. They'll do everything right there in one phone call. Way easier. 

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Thanks - I'll do that. But when I call and say "I'd like to book a hotel" - shouldn't they automatically transfer me to the travel advisor? Seems like it is a waste of everyone's time.

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So... I had to change a reservation and after going through the prompts that ask for last 4 digits of the card, zip code and pass phrase and it asked me to say what I needed "Change Hotel Reservation," I got connected to the concierge. I told him "I would like to be transferred to a travel advisor."  He stutters a bit and states "I can't transfer you, but I can conference someone in."

Not the 24 hour turn-around like last time so ok. He then asks me for my last 4 digits of the card and my zip code (what is the point of me entering this information in the prompts if they can't see/use it?). He then asks what I needed, and I explained that I needed to change my hotel reservation (again, I spoke this into the prompting system). 

He gets a travel agent on the line who is ok... Seems confused by a pretty simple request of "I need to change my hotel reservation, same dates different hotel" with her reply of "you mean a different property?"

After trying to to book me into a room with double beds (why, the original reservation was a king?) to which I replied "no, a king please" she made the change.

They were actually both quite pleasant. No complaints about the courtsey, but it still took 10:55 to complete. Felt longer.  Oh well, price you've got to pay for the 4th night free.

[Anonymous]

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@ficobgtx wrote:

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@ficobgtx wrote:

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@jsucool76 wrote:

Every time you call the concierge, just ask to be transferred to a travel advisor. They'll do everything right there in one phone call. Way easier. 

---

Thanks - I'll do that. But when I call and say "I'd like to book a hotel" - shouldn't they automatically transfer me to the travel advisor? Seems like it is a waste of everyone's time.

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So... I had to change a reservation and after going through the prompts that ask for last 4 digits of the card, zip code and pass phrase and it asked me to say what I needed "Change Hotel Reservation," I got connected to the concierge. I told him "I would like to be transferred to a travel advisor."  He stutters a bit and states "I can't transfer you, but I can conference someone in."

Not the 24 hour turn-around like last time so ok. He then asks me for my last 4 digits of the card and my zip code (what is the point of me entering this information in the prompts if they can't see/use it?). He then asks what I needed, and I explained that I needed to change my hotel reservation (again, I spoke this into the prompting system). 

He gets a travel agent on the line who is ok... Seems confused by a pretty simple request of "I need to change my hotel reservation, same dates different hotel" with her reply of "you mean a different property?"

After trying to to book me into a room with double beds (why, the original reservation was a king?) to which I replied "no, a king please" she made the change.

They were actually both quite pleasant. No complaints about the courtsey, but it still took 10:55 to complete. Felt longer.  Oh well, price you've got to pay for the 4th night free.

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I'm about to use them to book a room in St. Lucia.  Hope it goes well but for the cost of one night I guess I can afford to be tolerant :-/

[ficobgtx]

More good news. I've read that many people get their $250 travel rebate quick and my experience is no different.

I got the card on June 26th (app'ed on 23rd late) and booked my first flight on June 28th using the card. Statement closed on July 9th (not sure why, had the card 2 weeks but no big deal) and the $250 credit was applied on that day! So from getting the card, booking and getting the credit took a total of 14 days. No hassle, no fuss... No calling in to remind them, no selecting an airline, etc. - nothing. Impressed!