DYKWIA: Should I complain and expect something in return?
Nov 24, 2023, 9:28 am
#1
Original Poster
Join Date: Nov 2009
Posts: 1,059
DYKWIA: Should I complain and expect something in return?
DYKWIA?! I am a Marriott Titanium member and they wouldn't let me check in with my giraffe...
In all seriousness, trying to calibrate expectations and experience here. Doing a 5-night stay at the Residence Inn (US-based) with the fam now, and everything suck balls.
Laundry list of issues:
1) Arrived at 4pm, room was not ready. ...? I checked in on the app, and stated 3pm arrival time. I am one hour late and they're still not done. Had to wait till 4.30pm, but I was pressing the issue.
2) No acknowledgement of my status at check in
3) Ice maker not working in the room, and no ice machines (except front desk) in the entire hotel. If you don't have ice machine, then make sure every room is properly equipped!
4) TVs don't work in one of the room, deadbolt at front door doesn't work
5) Lastly, when I called to raise this issues, the damn telephone doesn't work, so have to walk down to front desk a few times
6) No rooms available to change to, must wait till tomorrow. I am not a solo traveler this time, this is an inconvenience for many.
So DYKWIA?
a) Suck it up, this is Marriott.
b) Complain, but don't get anything in return
c) Complain, expect partial compensation
d) Complain, expect full compensation
In all seriousness, trying to calibrate expectations and experience here. Doing a 5-night stay at the Residence Inn (US-based) with the fam now, and everything suck balls.
Laundry list of issues:
1) Arrived at 4pm, room was not ready. ...? I checked in on the app, and stated 3pm arrival time. I am one hour late and they're still not done. Had to wait till 4.30pm, but I was pressing the issue.
2) No acknowledgement of my status at check in
3) Ice maker not working in the room, and no ice machines (except front desk) in the entire hotel. If you don't have ice machine, then make sure every room is properly equipped!
4) TVs don't work in one of the room, deadbolt at front door doesn't work
5) Lastly, when I called to raise this issues, the damn telephone doesn't work, so have to walk down to front desk a few times
6) No rooms available to change to, must wait till tomorrow. I am not a solo traveler this time, this is an inconvenience for many.
So DYKWIA?
a) Suck it up, this is Marriott.
b) Complain, but don't get anything in return
c) Complain, expect partial compensation
d) Complain, expect full compensation
Last edited by Rommie2k6; Nov 24, 2023 at 10:01 pm
Nov 24, 2023, 9:42 am
#2
Join Date: Aug 2010
Location: Formerly Box 350, Boston Mass, Oh two one three four. Now near Beverly Hills 90210
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Posts: 3,937
1) they should give you free drinks/dinner (if offered there)
2) I always mention it if they don't if I don't just want the points. At a RI that usually includes breakfast for everyone you get the points unless you want something from the 'shop'
3) I'm sure you can survive until they fix it with the desk options. Unless you're trying to see who can come up with the longest list of complaints . . .
4) TV they should be able to fix in a day or move you. Deadbolt is the first real problem you've mentioned. THAT should be dealt with ASAP
5) Call on your cell. You'd be surprised how many room phones don't work. Signed, guy who tried to call 911 from a low end Bonvoy property room once only to find the phone didn't work at all
6) If they can't fix everything, I'm not sure you have a choice.
Maybe they will comp you the room for the first night with so much wrong. I wouldn't ask for more than that. Of course I don't know what DWYWIA stands for, so maybe I'm missing something.
2) I always mention it if they don't if I don't just want the points. At a RI that usually includes breakfast for everyone you get the points unless you want something from the 'shop'
3) I'm sure you can survive until they fix it with the desk options. Unless you're trying to see who can come up with the longest list of complaints . . .
4) TV they should be able to fix in a day or move you. Deadbolt is the first real problem you've mentioned. THAT should be dealt with ASAP
5) Call on your cell. You'd be surprised how many room phones don't work. Signed, guy who tried to call 911 from a low end Bonvoy property room once only to find the phone didn't work at all
6) If they can't fix everything, I'm not sure you have a choice.
Maybe they will comp you the room for the first night with so much wrong. I wouldn't ask for more than that. Of course I don't know what DWYWIA stands for, so maybe I'm missing something.
Nov 24, 2023, 9:52 am
#3
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 11,095
Go to the FD and see if you see the business card of the GM - if there is one, grab it, write to the GM - don't bother with the FDC, they have very little power to make things right. If you don't see one, ask the FDC and write to the GM.
Since you are there for several nights, I'd write to ask him to "make things right" without mentioning what I want. Let the GM do the job, if the GM doesn't write or not wanting to "make things right", forward the email to Marriott.
I wouldn't talk to anyone as you need paper trail as a record. I stayed in a RI for 5 nights and was upset by something similar: the first room we got smelled like a wet dog and with trash from previous guests, then the freezer didn't keep my ice-cream frozen. Asked to move room and again they had no room and had to wait until the next day - had to keep it in the kitchen downstairs. Breakfast set up was terrible (post corona) and we could only get 1 item per person. Moved to the next room, and the freezer still didn't keep our ice-cream frozen so we had to continue to keep them in the kitchen. I wrote to the GM and suddenly we got better service at the breakfast and I got 25k points for the inconvenience.
Since you are there for several nights, I'd write to ask him to "make things right" without mentioning what I want. Let the GM do the job, if the GM doesn't write or not wanting to "make things right", forward the email to Marriott.
I wouldn't talk to anyone as you need paper trail as a record. I stayed in a RI for 5 nights and was upset by something similar: the first room we got smelled like a wet dog and with trash from previous guests, then the freezer didn't keep my ice-cream frozen. Asked to move room and again they had no room and had to wait until the next day - had to keep it in the kitchen downstairs. Breakfast set up was terrible (post corona) and we could only get 1 item per person. Moved to the next room, and the freezer still didn't keep our ice-cream frozen so we had to continue to keep them in the kitchen. I wrote to the GM and suddenly we got better service at the breakfast and I got 25k points for the inconvenience.
Nov 24, 2023, 9:54 am
#4
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Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
Laundry list of issues:
1) Arrived at 4pm, room was not ready. ...? I checked in on the app, and stated 3pm arrival time. I am one hour late and they're still not done. Had to wait till 4.30pm, but I was pressing the issue. Not worth complaining.
2) No acknowledgement of my status at check in. Not worth complaining (at least not on its own).
3) Ice maker not working in the room, and no ice machines (except front desk) in the entire hotel. If you don't have ice machine, then make sure every room is properly equipped! Not worth complaining (at least not on its own).
4) TVs don't work in one of the room, deadbolt at front door doesn't work. Should have been fixed promptly.
5) Lastly, when I called to raise this issues, the damn telephone doesn't work, so have to walk down to front desk a few times. Should have been fixed promptly.
6) No rooms available to change to, must wait till tomorrow. I am not a solo traveler this time, this is an inconvenience for many. Because they didn't fix 4 and 5? No guaranty a new room would have a working phone.
1) Arrived at 4pm, room was not ready. ...? I checked in on the app, and stated 3pm arrival time. I am one hour late and they're still not done. Had to wait till 4.30pm, but I was pressing the issue. Not worth complaining.
2) No acknowledgement of my status at check in. Not worth complaining (at least not on its own).
3) Ice maker not working in the room, and no ice machines (except front desk) in the entire hotel. If you don't have ice machine, then make sure every room is properly equipped! Not worth complaining (at least not on its own).
4) TVs don't work in one of the room, deadbolt at front door doesn't work. Should have been fixed promptly.
5) Lastly, when I called to raise this issues, the damn telephone doesn't work, so have to walk down to front desk a few times. Should have been fixed promptly.
6) No rooms available to change to, must wait till tomorrow. I am not a solo traveler this time, this is an inconvenience for many. Because they didn't fix 4 and 5? No guaranty a new room would have a working phone.
Nov 24, 2023, 8:06 pm
#7
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,197
Uh, I'd expect then to fix the phone and tv and get you ice. That's it. Things break. That's why there are repairmen.
No one did you any harm. Asking for compensation for such little things is what makes people in hospitality so jaded
No one did you any harm. Asking for compensation for such little things is what makes people in hospitality so jaded
Nov 24, 2023, 9:42 pm
#8
Join Date: Jun 2019
Location: NYC/DC
Programs: AA,SPG, Delta, Amtrak, JB
Posts: 873
If I do not get what I have paid for, I usually make sure management knows about it.
You are staying at Residence Inn which I have always thought was one step up from a Motel 6 so you should not expect to be treated as if you are staying at the Ritz. But a minimum level of service should be provided to all guests.
You are staying at Residence Inn which I have always thought was one step up from a Motel 6 so you should not expect to be treated as if you are staying at the Ritz. But a minimum level of service should be provided to all guests.
Last edited by AJNEDC; Nov 24, 2023 at 9:51 pm
Nov 24, 2023, 9:43 pm
#9
Join Date: Feb 2016
Location: EZE
Programs: UA Gold,Delta Gold Bonvoy Titanium Elite, HH Diamond , AA Platinum, EENational, Hyatt Globalist
Posts: 1,548
This however seems to be very important to more people than I thought. So if the front desk doesn’t say “Welcome to the RI Mr. Blah Blah and thank you for being a Titanium Bonvoy member” then that is grounds for compensation.
Nov 24, 2023, 9:51 pm
#11
Join Date: Jun 2019
Location: NYC/DC
Programs: AA,SPG, Delta, Amtrak, JB
Posts: 873
It is that someone expecting this from Residence Inn I find amusing.
Nov 24, 2023, 10:00 pm
#13
Original Poster
Join Date: Nov 2009
Posts: 1,059
If I do not get what I have paid for, I usually make sure management knows about it.
You are staying at Residence Inn which I have always thought was one step up from a Motel 6 so you should not expect to be treated as if you are staying at the Ritz. But a minimum level of service should be provided to all guests.
You are staying at Residence Inn which I have always thought was one step up from a Motel 6 so you should not expect to be treated as if you are staying at the Ritz. But a minimum level of service should be provided to all guests.
Nov 24, 2023, 10:02 pm
#14
Original Poster
Join Date: Nov 2009
Posts: 1,059
https://www.marriott.com/loyalty/mem...s/guarantee.mi
Nov 24, 2023, 10:12 pm
#15
Join Date: Jun 2019
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Posts: 873