Marriott Rewards (including Ritz-Carlton) - At CY now, need resolution help

So, we booked a 2night stay at a CY yesterday online for check in today. I am a gold member as well. Arrived with my 2 children ages 3 and 5 to find out that they are doing roof work durng our stay. There was no mention of this on their website (we have booked other stays at different properties where any construction is clearly stated). I did a cash upgrade to a suite because we have our small children and it makes bedtime/nap easier. They informed me that based on the room location we wouldn't be affected today, but tomorrow we would hear noise. Decided to take the suite with this knowledge, because tomorrow the kids and i would be out while my husband was working. However, after I checked in and got my kids down for a nap, tons of noise, hammering, drilling, etc. Phoned front desk and the lady was shocked I could hear anything....um I can see theguys right above me. Offered to mive us, but all suites are in same area or 5000 rewards points to stay. I told her that I was disappointed there was no mention on website and that they allowed us to upgrade and put us in middle of construction. Told her I woukd talk to my husband and decide if we e,wanted to move. Do I have other options? Are they required to notify guests of construction at time of reservations?

Never ran into a situation that extreme before, but I would ask to speak to the manager and let him/her know that this is not acceptable. I hope you're kidding about the part where you can see the guys right above you in your room. Gold member or not, this is not acceptable and yes, I think they should have disclosed this on the website. I see other websites mentioning minor renovations even and if it's too much that it disturbs their guests/customers, they should block off that section.

Contacted the gold line to inquire if there is a general policy about letting guests know of construction issues. Was told by the first rep that she had no idea, she wasn't reservations. She toldmebt contact CY Corporate and terminated call. Called back and got different rep and she was much nicer, talked to her supervisor and came back to tell me she would transfer me to CY customercare. Spoke with that rep who apologized and said they usually do have the info available to guests prior to check in, but no record from this location. It is going on from 6/4-7/16. He apologized, offered the 5000 points again and said he would contact hotel directly for them to try and make it right.

What is it you want the hotel to do? Tell the mgr what you want and give them a chance to say yes or no.

Any reason to conceal the name of the property?

Offered to mive us, but all suites are in same area or 5000 rewards points to stay. I told her that I was disappointed there was no mention on website and that they allowed us to upgrade and put us in middle of construction. Told her I woukd talk to my husband and decide if we e,wanted to move. Do I have other options? Are they required to notify guests of construction at time of reservations?

Usually properties will update their websites to reflect renovations so guests are aware of it in advance. Obviously they dropped the ball on this one, but that's water under the bridge at this point.

Basically your options are:

* Accept the move to another suite
* Accept the 5,000 points
* Ask that you be charged for a regular room rate vs suite rate
* Check out & go to a different hotel.

Which hotel is it, and if you get a chance, find out how long the renovations will be going for & post that, so if someone else is thinking of the property they'll be aware of the renovations.

Cheers.

I originally contacted customer service to find out if there is a standard policy of posting construction for guests. They were equally suprised that they weren't notified so it could be placed on the website. Came back from dinner last night to find a handwritten letter under the door from the Ops Mgr. She apologized for the issues and offered to comp our first night, 5000 points, and move us to another basic room. I was shocked and very appreciative for their offer. I contacted her and thanked her for her response. She seemed unaware that they could notify guests of construction via marriott website. The property is CY Seattle/Bellevue and dates affected per letter in room are 6/4-7/16.

this thread couldn't happen at a more appropriate time for me - was speaking with a regional VP (not at Marriott) the other day and he was saying he refused to put these alerts out there as it cost him business, my point was it might cost you business short term but those loses were less than the long term damage from not using them...needless to say I've shared this discussion :D

...he refused to put these alerts out there as it cost him business...

He will go far as a manager :D It is all about current revenue.

The property is CY Seattle/Bellevue
Thanks.

He will go far as a manager :D It is all about current revenue.

I just sat there shaking my head....oy vey!

I originally contacted customer service to find out if there is a standard policy of posting construction for guests. They were equally suprised that they weren't notified so it could be placed on the website. Came back from dinner last night to find a handwritten letter under the door from the Ops Mgr. She apologized for the issues and offered to comp our first night, 5000 points, and move us to another basic room. I was shocked and very appreciative for their offer. I contacted her and thanked her for her response. She seemed unaware that they could notify guests of construction via marriott website. The property is CY Seattle/Bellevue and dates affected per letter in room are 6/4-7/16.

Thanks for the update. Glad the manager worked it out for you in a good way.

Cheers.