Originally Posted by
socrates
Few things here
1) second hand stories often inadvertantly are missing a small items or two
Yis, I was not present during the conversation hence the notation, but do believe I was told the salient points.
3) I'm not sure I understand the reason for writing a letter here...it's possible the room wasn't avail for the entire stay at first and because of a number of reasons I can think of off the top of my head the room became available
I believe it was during the same phone call that the three-day upgrade was offered. Yes, they could have been online looking at their status but it was one of many statements that contradicted what they had said earlier. What would your trust factor be in such a situation?
As GoingAway stated it reflects upon the company, and they represent Marriott even if just a franchisee, and Marriott should know why this and other properties may be loosing revenue to other hotels. If it was my company, I'd want to know. Customer perception, right or wrong, can make or break a company especially in today's economy.