Marriott Rewards (including Ritz-Carlton) - Cut myself on glass on carpet in room at JW Marriott

Wanted to post this to the community and get thoughts.

I'm currently at a JW Marriott for a work event and shortly after I checked in last night, I was walking around my room before bed and stepped on a tiny shard of glass that resulted in minor bleeding from my heel (was barefoot at the time). I called down to the front desk and got a pretty mediocre response where nothing was really offered aside from agent asking if I needed a doctor. I had to prompt for the room to be thoroughly cleaned and there was no offer to switch rooms, etc. Since it was almost 1AM after a terrible travel day, I didn't want to deal with it anymore and just went to bed.

A little let down with the way it was handled last night, I mentioned the incident to the accounts for the property and the Marriott on twitter. Marriott contacted me this morning to get more info, and when I mentioned the incident to one of the front desk agents this afternoon while there for another reason, she was much more responsive than the person from last night. She immediately sent up an LP officer to take a report and photograph the area, as well as collect the piece of glass. First aid kit was also offered as the LP officer thought the incident just happened.

I guess I'm wondering a couple different things here:
1- Has anything like this happened to anybody before and if so, how was it handled?
2- Am I right in asking for some sort of compensation? I mean I'm not seriously injured as far as I know (bleeding stopped pretty quickly last night) and I'm not paying for the room as it's being centrally billed to my employer. Not sure what the protocol is for something like this. FWIW, nothing has been offered to me yet from the property either.

Clean the wound, put a bandaid on and don't walk in your bare feet on dirty carpets.

Clean the wound, put a bandaid on and don't walk in your bare feet on dirty carpets.

Well, yes, on the first 2.

As for the last one, I'd have thought I'd be safe walking around the carpet in a JW Marriott. Or any property of a similar caliber.

I've encountered something similar at 2 dif properties - one, cut my foot on edge of bed because steel had broken off from edge of bed frame & one where I slipped & fell outside the front door (slippery shoes). Both were non-Marriott properties.

The first instance it was a casino property in Vegas that was packed to the gills with a convention, so I'm not sure they could have switched rooms but since I was the 2nd guest & not the primary one (my friend was) in the room I didn't think it appropriate to ask for room change. The 2nd it didn't really have to do anything w/ the property (which was a chain), but the shoes. Wearing the same pair I slipped/fell at LAX a few weeks later & broke my elbow. Got rid of the shoes after that (and they were flats, not heels - go figure).

In both instances they sent someone up to take a report, provide some basic first-aid stuff (ie, hydrogen peroxide, bandaids) & ask if I needed a doc. I think that's SOP for most hotels in those type of situations.

I probably wouldn't ask for compensation since the injury was minor, but I'd chat w/ the GM about the lackluster response of the first clerk.

PS - I walk across hotel rooms in my bare feet. Like you I assume it's safe to do so & don't expect glass shards. Of course I also don't wipe down everything w/ hand wipes either.

Cheers.

I guess I'm wondering a couple different things here:
1- Has anything like this happened to anybody before and if so, how was it handled?
Yes, at the Marriott Hilton Head. It sounds like it was handled in pretty much the same manner your incident was. My wife did go down to the front desk for a couple of band-aids.

2- Am I right in asking for some sort of compensation? I mean I'm not seriously injured as far as I know (bleeding stopped pretty quickly last night) and I'm not paying for the room as it's being centrally billed to my employer. Not sure what the protocol is for something like this. FWIW, nothing has been offered to me yet from the property either.
Since you're getting some attention, I guess I would see what the hotel has to offer. I didn't ask for anything (other than the band-aids).

Since you're getting some attention, I guess I would see what the hotel has to offer. I didn't ask for anything (other than the band-aids).

This is where I disagree a bit. The injury was minor. I think chatting w/ the GM about the lackluster response by the FD the first time & asking them to train the FDC a bit more would be more appropriate, and show that he's not just interested in compensation (unless he is). If the GM happens to offer anything extra, then he can accept it.

Cheers.

In a case like this, where you weren't severely injured, it would seem that the best way for the hotel to make it up to you would be to offer some small compensation prior to check out.

However, it's likely that certain corporate policies will dictate the hotel to not offer any compensation at this time, to avoid admitting fault. Instead, the hotel may forward the matter to the corporate department that handles such matters (maybe risk management)? You may then hear directly from them with any offers of compensation.

At a FS Marriott I ordered a room service salad and when I bit into it I crunched down on a piece of broken china and saw stars. The next morning I stopped by the front desk and showed them the broken chard of china (so they could be on the lookout for more). The front desk was very concerned and the hotel manager sent me an e-mail telling me to send them any dental bills and expressing her concern. The following week when I checked back in there was a nice spread of soft cheeses and liquor waiting in my room. Overall - handled very professionally.

-DT

It was very considerate of them to make the cheese soft. :)

It was very considerate of them to make the cheese soft. :)

It's always nice to have a good laugh. Thanks!

I have never quite figured out why, but it seems when someone is physically hurt (fall, glass in carpet) the reaction from management is "reserved" to say the least. But if there is a food related issue, seems they are all over it. :confused:

I have never quite figured out why, but it seems when someone is physically hurt (fall, glass in carpet) the reaction from management is "reserved" to say the least. But if there is a food related issue, seems they are all over it. :confused:

It is probably more due to litigious society in the States.

I might go one or two notches above "band aid and forget about it," but it's not specifically related to the hotel; it's related to infection, tetanus and flesh-eating bacteria. Monitor the wound to ensure that there is no infection. At the first sign of anything other than a closed, pink, healing scar, get thee to the ER.

I would have insisted on some peroxide and band aid from the FD or whoever would answer the "at your service" call when it happened. That is the extent.

Then monitor the wound to make sure there is no MRSA or something. If all were healing ok. If some bacteria shows up (like MRSA) then I would just notify hotel to do some extra cleaning.

Thanks all for the replies. Just an update:

- Wound is fine. No signs of anything significant

- Like I said, the LP officer came and took a report, pictures etc. Shortly after he left my room, room service came by with a fruit/cheese/cracker plate along with a handwritten apology card from the LP officer.

- Marriott Intl on Twitter followed up with me today to make sure the foot is OK and to see if there's anything else I need.

I think I'll let the issue be for now. No sense in being a dick and demanding compensation -- I'd rather save the demands for when something is really due to me.

I have to say I admire Marriott's Twitter responses. I've reached out to them a few times with issues regarding my stays and they've always taken care of it. Not issues pertaining to me exactly, but simply things that shouldn't be happening at the hotel. They'll even ask me to check if something was fixed when they got a report from the hotel that it was. Awesome!

Yes twitter people are awesome!

Thanks all for the replies. Just an update:

- Wound is fine. No signs of anything significant

- Like I said, the LP officer came and took a report, pictures etc. Shortly after he left my room, room service came by with a fruit/cheese/cracker plate along with a handwritten apology card from the LP officer.

- Marriott Intl on Twitter followed up with me today to make sure the foot is OK and to see if there's anything else I need.

I think I'll let the issue be for now. No sense in being a dick and demanding compensation -- I'd rather save the demands for when something is really due to me.

^ good to hear youre good to go, and its great to read where a person understands not every incident requires compensation, happy to read how both the Hotel and MR @ Twitter just didnt leave it alone and followed up to make sure you were OK

^ good to hear youre good to go, and its great to read where a person understands not every incident requires compensation, happy to read how both the Hotel and MR @ Twitter just didnt leave it alone and followed up to make sure you were OK

Maybe I should ask for something now that I'm playing a round of golf at the resort on Friday...comped game? :D

(j/k)

The trick is not to ask for it. Say it with style:

"Excuse me Mr. Manager (or other staff checking how you're doing). How much is a round of golf? Oh ok. Well what if I can't finish it because my foot still hurts from the incident with the glass in the carpet? If I only play half a round, do I have to pay for it all?"
Manager (or staff) usually says "you know what, don't worry about it. Try to enjoy it as it'll be on us."
You "oh are you sure? I don't mind paying for it, just wasn't sure if my foot will..."
Manager "trust me. It costs nothing and we value your money...errr...our customers here. Please enjoy a free round"
You "ok thanks!"

The trick is not to ask for it. Say it with style:

"Excuse me Mr. Manager (or other staff checking how you're doing). How much is a round of golf? Oh ok. Well what if I can't finish it because my foot still hurts from the incident with the glass in the carpet? If I only play half a round, do I have to pay for it all?"
Manager (or staff) usually says "you know what, don't worry about it. Try to enjoy it as it'll be on us."
You "oh are you sure? I don't mind paying for it, just wasn't sure if my foot will..."
Manager "trust me. It costs nothing and we value your money...errr...our customers here. Please enjoy a free round"
You "ok thanks!"

Not sure if it will always work out like that :rolleyes: but I do agree that it's the best way to ask things.