Originally Posted by
DillMan
Can you provide an exact quote from the email that stated the quoted statements above? I'm curious to see how Marriott would phrase "we don't side with customers over hotels" in writing. If true, that is
Here is the e-mail and removed names. I bolded what they said. I guess what I wrote in my rant was a paraphrase of what they said, but it still sounds to me like that is what they are saying.
Dear emanon256:
Thank you for contacting Marriott Customer Care regarding your upcoming reservation(s). Please accept our apology for any inconvenience you have experienced during your stay at the JW Marriott Phuket Resort and Spa.
We appreciate the time you have set aside to provide us with your valuable feedback. Your observations are most useful in our pursuit of total guest satisfaction and comments from guests such as yourself allow us to make improvements. We do have to stand behind the decisions of the hotel whenever there is a dispute. Please accept our apologies for any misunderstandings in regards to your questions on the availability of the discounts your referenced in your emails.
Mr. emanon, if we can be of further assistance, we invite you to reply to this email.
Thank you for choosing Marriott.
Regards,
XXXXX XXXXX
Marriott Customer Care
and the most recent:
Dear Emanon,
Thank you for contacting Marriott. We value your loyalty as a Marriott customer and appreciate the opportunity to provide you with information.
Upon receipt of your message, we reviewed the documentation of action taken regarding your concern. We determined that 25,000 Marriott Reward points and 20% off of one meal was given as a result of your reported issue.
While we appreciate you feel this is not a suitable resolution regarding this issue, we are unable to honor your request for additional compensation, based on our earlier statement that we do have to stand behind the decisions of the hotel. We hope you understand our position in this matter.
Thank you for choosing Marriott.
Regards,
XXXXX XXXXX
Marriott Guest Experience Supervisor