Marriott Rewards - Really sour taste in my mouth about phone fees

Back in April several old friends who no longer live in Chicago decided to get together for a reunion in October. My husband and I had stayed a couple of years ago at the RI in Oakbrook, and suggested that as a place to stay - inexpensive, convenient for all the suburbs we had to travel to to visit family, nice big lobby/breakfast room to hang out, individual suites.

When we checked in I called the front desk to ask about free local phone calls - "yes", I was told, "area code 623 is free". We also had several relatives in 708, but were told that only "some" of 708 was free...and we wouldn't know until after we called. "But you're sure 623 is free" I asked? Yes, all of 623, but only some of 708.

So we used our cell to call 708 and 312, but used the hotel phone to call 623.

Upon checking out, there were charges for several 623 calls. "Oh, that's because they are not 'local', they are a few towns over". "but I was told ALL of 623 was free". "OK, we'll take the charges off".

Get an e-mail today for an "Updated Folio" and all the phone charges are back on.

I called to tell them that *I* was the one who talked everyone into staying there, I brought in five rooms, for 4-5 nights each, and if it's that important for you to keep your freaking $9+ for the damn phone charges that I was TOLD would be free, then we will NEVER stay there again, and we were planning another reunion as we were at this one.

How small and petty could they be.

Just wanted to vent. They have their $9. They can choke on it.

Why not use your cell for everything? I haven't used a hotel phone since the days of dial-up internet.

Because our cell has limited minutes. Why wouldn't I use a land line I was told would be free?

Area Code 623 covers the western suburbs of Phoenix. Hard to imagine that hotel calls from Illinois would be free.

You are correct. I mistyped. I meant to type 630, which is the area code in question.

When you called back, did they offer to remove the charges (again)? Don't get me wrong, they screwed up, but I'm wondering if it was an innocent mistake instead of somebody trying to cheat you out of $9. Mistakes happen, sometimes a few times, but I'd give them one more chance to fix it.

Mike

Hotels are trying everything they can to increase revenue. The telephone system has always been a pet peeve of mine since I do know something about how they work and the (lack) of billings for the charged services.

On a recent stay at a property, I had a nice, personalized letter from the GM in my room stating the benefits I should expect. Among them was free local and 800 number calling. Great, I made a few toll-free calls and when I got my bill the last morning there was a $2 telephone charge? I took the letter and bill down to the desk when checking out and I was told the $2 was an "access charge" for the free calls! Needless to say that didn't stick and the charge was reversed. I then asked for the front desk manager and explained the situation and said if that is going to be their tactic they need to change the GM letter. If this happens on my next trip to that property, I'll be scheduling a meeting with the GM!

$2 is not that much, but where will it stop? I have to watch carefully since some properties now place water in the room and some run upwards of $5. Will they start charging for coffee, toiletries?

Well, I called the hotel after I made this post. No one could talk to me, just got a supervisor's voice mail. I asked if there had been a mistake, since I had been told the phone charges would be removed. I also pointed out how disappointed I would be if this was NOT a mistake, because not only had I checked and rechecked before making the calls, but we were there for a reunion of sorts and it was ME who suggested that the 5 or 6 parties all stay there for the 4 or 5 nights.

No one called me back.

And today the FULL charge showed up on my credit card statement.

I've got enough points to get a free night somewhere, then after that I will never choose (unless there are no alternatives) to stay at a Marriott again. Of course we all say that, and it might not happen, but this just really, really sticks in my craw because I was SO careful to ASK before making the calls.

Well, I called the hotel after I made this post. No one could talk to me, just got a supervisor's voice mail. I asked if there had been a mistake, since I had been told the phone charges would be removed. I also pointed out how disappointed I would be if this was NOT a mistake, because not only had I checked and rechecked before making the calls, but we were there for a reunion of sorts and it was ME who suggested that the 5 or 6 parties all stay there for the 4 or 5 nights.

No one called me back.

And today the FULL charge showed up on my credit card statement.

I've got enough points to get a free night somewhere, then after that I will never choose (unless there are no alternatives) to stay at a Marriott again. Of course we all say that, and it might not happen, but this just really, really sticks in my craw because I was SO careful to ASK before making the calls.

Dont get :mad: get even, Dispute the phone charges!!!

I disputed them in person as I was checking out (and got them taken off) and again in my phone call after they were reinstated. Obviously getting their $10 is more important to them than customer happiness (and again I will state that the reason I am so upset about this is that I called the front desk and asked BEFORE making the calls - it's not like I just went ahead and made the calls). Anyway, we don't stay at Marriotts that frequently so really don't care if we do again.

Is there a Marriott rep on this board (like on the Starwood and Hilton boards) who will read this and know what is going on?

I just thought of something else...we knew who gave us that information (we were there for several days, it's a small place, we got to know the front desk staff very well - all very nice and friendly) - I bet she realized she gave me the wrong information, but in order to save her own butt said that she did not tell me the calls were ok, when she did.

Dont get :mad: get even, Dispute the phone charges!!!

I disputed them in person as I was checking out (and got them taken off) and again in my phone call after they were reinstated.

What craz meant was dispute the charge with your credit card company. You received an updated bill with the charges removed, right? If so, you have proof of your assertation and it should be an easy case to process. Successful disputed charges will cost the property a hefty fee (usually $100) and that will get their attention.

You know, it's actually been very cathartic talking about it. Honestly, the poor girl could have been new and not really known what the geography of the free calls were, and for $10 I'm not going to put her job in jeopardy. She was really very nice, and I'm sure it was an honest mistake.

So no I'm not going to pursue it with my cc company, and I'm not going to be p'o-ed about it anymore, either.

You know, it's actually been very cathartic talking about it. Honestly, the poor girl could have been new and not really known what the geography of the free calls were, and for $10 I'm not going to put her job in jeopardy. She was really very nice, and I'm sure it was an honest mistake.

So no I'm not going to pursue it with my cc company, and I'm not going to be p'o-ed about it anymore, either.
I am glad FT could be such a great psycho therapy session for you.
You went on and on about how "po'd" you were, and how the bill stuck in yor "craw", but after some good advice on how to handle this matter, you just say no biggie, and not pursue it?:rolleyes:

Yes, that's correct. And a better person I am for not needing to extract the ounce of flesh from this girl. Where is it written that you can't change your mind about something, especially something so trivial? If you would honestly dispute $10 with your credit card company, then we are obviously very different people.

You don't need to get some desk clerk in trouble when you dispute with your CC company. Just call it on (or do it online like many banks now support) and say that a desk clerk told you that area code 630 calls would be free and that the manager refused to adjust the charges at checkout. No CC company investigates such a small amount; it's almost always side with the consumer and case closed. Boom- you get your money, the hotel is "reprimanded" for not doing what they said they would do, and no individual is harmed.

Yes, that's correct. And a better person I am for not needing to extract the ounce of flesh from this girl. Where is it written that you can't change your mind about something, especially something so trivial? If you would honestly dispute $10 with your credit card company, then we are obviously very different people.

as keeton said , I did mean with your CC Bank and not the Hotel

Id think that most likely the CC wont do a charge back to the hotel but will simply take it out of their petty cash. Has happened to me many a time, for small amounts they dont want to waste the time going back and forth with the vendor unless they see they are getting alot of problems with that vendor, so a CSR once told me.

I dont care how much it was for , Id call for $5. Now maybe you are the kind of person that will open their wallet or purse pull out a 10er and rip it up or simply throw it away (cause basically thats what you are doing here), Im not that kind of a person.

Yes, that's correct. And a better person I am for not needing to extract the ounce of flesh from this girl. Where is it written that you can't change your mind about something, especially something so trivial? If you would honestly dispute $10 with your credit card company, then we are obviously very different people.
Well, you obviously felt enough about it to start a thread about it, and asking for advice. If it was so "trivial" why start a thread on the matter to begin with? :eek:

This thread made my day ;)

. . . How small and petty could they be.

I guess we'll find out, but I don't think it's Marriott :rolleyes:


. . . . So we used our cell to call 708 and 312, but used the hotel phone to call 623 . . . Upon checking out, there were charges for several 623 calls . . . They have their $9. They can choke on it.

Are we finished? :o

Why not use your cell for everything? I haven't used a hotel phone since the days of dial-up internet.

Oh Zakami, not a rational voice of reason. This is a cathartic rant! Step aside before you get spattered ! :(

Because our cell has limited minutes. Why wouldn't I use a land line I was told would be free?

See Zak, I warned ya! More catharsis. < hand Zak a virtual towel to wipe his brow >

Well, I called the hotel after I made this post. No one could talk to me, just got a supervisor's voice mail . . . . No one called me back.


Perhaps they were standing way back to avoid the catharsis, it does sometimes get quite messy afterall. Look at Zak for example. :eek:

You know, it's actually been very cathartic talking about it . . . I'm sure it was an honest mistake . . . So no I'm not going to pursue it with my cc company, and I'm not going to be p'o-ed about it anymore, either.

But are your gonna stay at a Marriott again or might a new mobile calling plan be on the agenda? Don't leave us all hanging here.

Barry;)

Geesh - tough crowd. I can understand the OP's frustration if she asked before making the calls & was told that they were free & then gets charged for them anyway. I would be irritated too, especially if I had to do multiple f/u.

And goodness knows we've had enough other rant threads on this forum; not sure why this one is being singled out so much for the snarky responses, especially since she calmed down & is moving on. Maybe you all can too ;)

Cheers.

Geesh - tough crowd. I can understand the OP's frustration if she asked before making the calls & was told that they were free & then gets charged for them anyway. I would be irritated too, especially if I had to do multiple f/u.

And goodness knows we've had enough other rant threads on this forum; not sure why this one is being singled out so much for the snarky responses, especially since she calmed down & is moving on. Maybe you all can too ;)

Cheers.Then why ask for advice, only to say nevermind I am not going to pursue it.
Hormones?

Then why ask for advice, only to say nevermind I am not going to pursue it.
Hormones?

Wow - hormones? Talk about an offensive response. Should I say if it's a guy posting a response, stoo-pid? ;)

There have been plenty of threads to date where someone has started out on a rant, and then later calmed down. There will be plenty more in the future I'm sure.

And some of the responses were helpful to others who might encounter something similar in the future re: phone charges & how to handle it. Some were just snarky & served no purpose. Again, same as in the past & I'm sure will occur again.

Cheers.