REFUSED upgrade at fairfield inn buckhead atl
#31
Original Poster
Join Date: Sep 2011
Location: L.A.
Programs: Marriott Lifetime Titanium Elite, Delta Diamond, IHG Diamond Ambassador, Hertz President's Circle
Posts: 1,135
Ok, I'm going to be the contrarian here. A bit disappointed in you.
You complained the next morning and were given the $25 and 3,000 points. For a short stay at a FI that's a good resolution.
I'm confused on why you decided to then email to the GM regarding something that had already been satisfactorily resolved - and why you then accepted even more points. Seems like a bit of grab as much as you can to me.
IMO the right thing to do, if you were going to bother emailing, was to say hey I had this situation, it could have been handled better by the original FDC so you may want to review policies with her to make sure it doesn't happen again, but the morning clerk handled it well so kudos to him/pass along my regards. Not asking for comp as the morning clerk took care of that, just wanted to let you know of the situation.
Cheers
You complained the next morning and were given the $25 and 3,000 points. For a short stay at a FI that's a good resolution.
I'm confused on why you decided to then email to the GM regarding something that had already been satisfactorily resolved - and why you then accepted even more points. Seems like a bit of grab as much as you can to me.
IMO the right thing to do, if you were going to bother emailing, was to say hey I had this situation, it could have been handled better by the original FDC so you may want to review policies with her to make sure it doesn't happen again, but the morning clerk handled it well so kudos to him/pass along my regards. Not asking for comp as the morning clerk took care of that, just wanted to let you know of the situation.
Cheers
In that email,
-I mentioned that the agent that morning had done such things to pacify the incident
-I explained the situation fully so that she could be aware of it for future reference
-I didn't ask for anything extra
-overall I articulated everything you said above and more
I didn't even expect a response or a call as it was simply an informative email so that the person in charge can make changes to prevent further occurrences from happening.
So Saturday night right after the incident occurred, my gf and I went to dinner 30 min later. I then called & complained with marriott customer care. They emailed the mgr directly, but at first offered to call the front desk and see what was up but I insited them not too. I didn't want to return to the hotel and deal with that woman! When the mgr surprisingly called me today, she was responding to customer cares email but ironically had not received mine. Even after checking and confirming the email address with her on the phone, she wasn't sure why she hadn't received the email. She also said that she was new to the job etc.
She wanted to hear my side of the story. So I explained everything that happened and what the great agent that morning had done. As I mentioned above, she was quite appalled. She honestly seemed embarrassed and even said "I see why the mgr before me left..."
In the end, I'm not going to turn down more pts when the mgr insists that she go above and beyond to placate the situation. She literally offered up a free night to return to the hotel. Informing management honestly without expecting something in return, sometimes brings about a nice gesture regardless. Morale of this story
#32
Join Date: Aug 2006
Location: Pittsburgh Pennsylvania
Programs: Marriott Platinum, Starwood Platinum
Posts: 373
Why not ask me what my email consisted of before assuming what it contained?
In that email,
-I mentioned that the agent that morning had done such things to pacify the incident
-I explained the situation fully so that she could be aware of it for future reference
-I didn't ask for anything extra
-overall I articulated everything you said above and more
I didn't even expect a response or a call as it was simply an informative email so that the person in charge can make changes to prevent further occurrences from happening.
So Saturday night right after the incident occurred, my gf and I went to dinner 30 min later. I then called & complained with marriott customer care. They emailed the mgr directly, but at first offered to call the front desk and see what was up but I insited them not too. I didn't want to return to the hotel and deal with that woman! When the mgr surprisingly called me today, she was responding to customer cares email but ironically had not received mine. Even after checking and confirming the email address with her on the phone, she wasn't sure why she hadn't received the email. She also said that she was new to the job etc.
She wanted to hear my side of the story. So I explained everything that happened and what the great agent that morning had done. As I mentioned above, she was quite appalled. She honestly seemed embarrassed and even said "I see why the mgr before me left..."
In the end, I'm not going to turn down more pts when the mgr insists that she go above and beyond to placate the situation. She literally offered up a free night to return to the hotel. Informing management honestly without expecting something in return, sometimes brings about a nice gesture regardless. Morale of this story
In that email,
-I mentioned that the agent that morning had done such things to pacify the incident
-I explained the situation fully so that she could be aware of it for future reference
-I didn't ask for anything extra
-overall I articulated everything you said above and more
I didn't even expect a response or a call as it was simply an informative email so that the person in charge can make changes to prevent further occurrences from happening.
So Saturday night right after the incident occurred, my gf and I went to dinner 30 min later. I then called & complained with marriott customer care. They emailed the mgr directly, but at first offered to call the front desk and see what was up but I insited them not too. I didn't want to return to the hotel and deal with that woman! When the mgr surprisingly called me today, she was responding to customer cares email but ironically had not received mine. Even after checking and confirming the email address with her on the phone, she wasn't sure why she hadn't received the email. She also said that she was new to the job etc.
She wanted to hear my side of the story. So I explained everything that happened and what the great agent that morning had done. As I mentioned above, she was quite appalled. She honestly seemed embarrassed and even said "I see why the mgr before me left..."
In the end, I'm not going to turn down more pts when the mgr insists that she go above and beyond to placate the situation. She literally offered up a free night to return to the hotel. Informing management honestly without expecting something in return, sometimes brings about a nice gesture regardless. Morale of this story
Totally wrong, greedy and wrong.
#33
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
Programs: United Silver; AA Plat/2MM; Marriott LT Titanium; IHG Plat; Hilton Diamond
Posts: 11,721
#34
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,007
Cheers.
#35
Moderator, Marriott Bonvoy & FlyerTalk Evangelist
Join Date: Oct 2002
Location: McKinney, TX, USA
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Posts: 11,721
That might be just a bit on the hyperbole side of things.
I doubt the OP spent all that much time (though I admit I wasn't there and it is possible the effort was much greater than I'm thinking.) And personally, calling MR to lodge a complaint is probably a good thing to do as it helps Marriott track if this is a single instance or pattern. And the hotel manager contacted the OP. And if I were contacted, I would give them the whole story just as the OP did.
I doubt the OP spent all that much time (though I admit I wasn't there and it is possible the effort was much greater than I'm thinking.) And personally, calling MR to lodge a complaint is probably a good thing to do as it helps Marriott track if this is a single instance or pattern. And the hotel manager contacted the OP. And if I were contacted, I would give them the whole story just as the OP did.
#36
Join Date: Jan 2009
Location: IAD
Programs: UA 1K, Marriott Rewards - LTPP
Posts: 4,240
I agree. IMO the OP handed things appropriately, especially emailing the GM instead of calling or trying to track the GM down the next day. When the GM called, was the OP supposed to say "oh, hey can I call you back tomorrow"? When the GM offered points was the OP seriously expected to turn them down? IMO no. It generated good will that the GM I'm sure hope to lead the OP to come back in the future.
ETA: Where the OP stayed shouldn't matter. Whether it's a FI or JW management needs to know when their staff F's up.
ETA: Where the OP stayed shouldn't matter. Whether it's a FI or JW management needs to know when their staff F's up.
#37
Join Date: Aug 2006
Location: Pittsburgh Pennsylvania
Programs: Marriott Platinum, Starwood Platinum
Posts: 373
I agree. IMO the OP handed things appropriately, especially emailing the GM instead of calling or trying to track the GM down the next day. When the GM called, was the OP supposed to say "oh, hey can I call you back tomorrow"? When the GM offered points was the OP seriously expected to turn them down? IMO no. It generated good will that the GM I'm sure hope to lead the OP to come back in the future.
ETA: Where the OP stayed shouldn't matter. Whether it's a FI or JW management needs to know when their staff F's up.
ETA: Where the OP stayed shouldn't matter. Whether it's a FI or JW management needs to know when their staff F's up.
#38
Join Date: Mar 2001
Location: Ann Arbor, Michigan USA
Programs: Marriott lifetime Titanium, Delta Platinum
Posts: 5,469
IMO, the OP acted appropriately.
#40
Join Date: Feb 2005
Programs: Marriott Lifetime Platinum Elite; UA MM
Posts: 325
I think the OP was entirely appropriate with his actions. Frankly, I don't understand the posts that seem to make him wrong in one way or another. Why bring his girlfriend into this and assume she somehow may have been neglected by his actions? Maybe she encouraged him to do something? And maybe this is so speculative that it is reaching for the moon to make the OP wrong?
Why not also assume that he neglected some family member because he could have called the family member instead of taking the time to talk to Marriott staff about this. Or he could have read a short story that would have been much more of a growth experience than taking time to talk with Marriott staff. And if he had let the situation go and done nothing, then I have no doubt that someone would have criticized him for not standing up for himself or for letting the hotel set a precedent that will affect other flyertalkers.
It is one thing for posters to say they would have handled this differently, but that can be done without seeming to imply or saying that other ways of handling the situation are wrong.
Why not also assume that he neglected some family member because he could have called the family member instead of taking the time to talk to Marriott staff about this. Or he could have read a short story that would have been much more of a growth experience than taking time to talk with Marriott staff. And if he had let the situation go and done nothing, then I have no doubt that someone would have criticized him for not standing up for himself or for letting the hotel set a precedent that will affect other flyertalkers.
It is one thing for posters to say they would have handled this differently, but that can be done without seeming to imply or saying that other ways of handling the situation are wrong.
#41
Join Date: Aug 2011
Posts: 118
"Frankly, I don't understand the posts that seem to make him wrong in one way or another. Why bring his girlfriend into this and assume she somehow may have been neglected by his actions? Maybe she encouraged him to do something? And maybe this is so speculative that it is reaching for the moon to make the OP wrong?"
"It is one thing for posters to say they would have handled this differently, but that can be done without seeming to imply or saying that other ways of handling the situation are wrong."
Valid points H & T, but you must remember that this is a tough room.
You've been a member for 9 years and 9 months and you have 282 posts??? Or did you get reset somewhere along the way?
"It is one thing for posters to say they would have handled this differently, but that can be done without seeming to imply or saying that other ways of handling the situation are wrong."
Valid points H & T, but you must remember that this is a tough room.
You've been a member for 9 years and 9 months and you have 282 posts??? Or did you get reset somewhere along the way?
Last edited by diogenes2011; Oct 15, 2014 at 12:47 pm Reason: punctuation
#42
Original Poster
Join Date: Sep 2011
Location: L.A.
Programs: Marriott Lifetime Titanium Elite, Delta Diamond, IHG Diamond Ambassador, Hertz President's Circle
Posts: 1,135
#43
Original Poster
Join Date: Sep 2011
Location: L.A.
Programs: Marriott Lifetime Titanium Elite, Delta Diamond, IHG Diamond Ambassador, Hertz President's Circle
Posts: 1,135
I agree. IMO the OP handed things appropriately, especially emailing the GM instead of calling or trying to track the GM down the next day. When the GM called, was the OP supposed to say "oh, hey can I call you back tomorrow"? When the GM offered points was the OP seriously expected to turn them down? IMO no. It generated good will that the GM I'm sure hope to lead the OP to come back in the future.
ETA: Where the OP stayed shouldn't matter. Whether it's a FI or JW management needs to know when their staff F's up.
ETA: Where the OP stayed shouldn't matter. Whether it's a FI or JW management needs to know when their staff F's up.
And no way will I turn down pts
#45
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,691
A few years back I was refused a PP upgrade at a totally empty RI over a rainy weekend aside a Corporate office park. Nasty FD clerk lied over and over that they were full for Fri & Sat nights.
I wouldn't let it go and at 5pm made a reservation for six 2BR's. She moved us into a 2 BR (from a studio) and claimed she would take care of it. At checkout I was given a bill for double the expected amount and same clerk would not correct it. I left a message for the GM as I left and received several apologetic emails from the GM the next day.
Squeaky wheel gets the grease...
I wouldn't let it go and at 5pm made a reservation for six 2BR's. She moved us into a 2 BR (from a studio) and claimed she would take care of it. At checkout I was given a bill for double the expected amount and same clerk would not correct it. I left a message for the GM as I left and received several apologetic emails from the GM the next day.
Squeaky wheel gets the grease...