Originally Posted by
emanon256
I have now canceled my reservation at the Renaissance Times Square 3 weeks in a row. This lost them about $4,000 in income.
I really do like Marriott, and I do think this was an isolated incident. I also feel badly as all of the employees at the Renaissance are so nice and I have been there pretty much every week since they renovated it.
But I also do not want to give another $ to this company if this is how they handle problems. I plan to use up my points and keep booking with other hotel until I get a fair reply, or I will simply use up my points, and never stay at another Marriott afterwords.
I think if I was in this situation I would CC: the GM at the Times Square property. I would start with a thank you regarding the great care his people have provided and explain why you just canceled 3+ weeks of stays. With all the spending at that specific location, making them aware of the dispute may be another lever if corporate refuses to wield the big stick against the Phuket location.
I'm guessing that GM will care a lot more than anyone else you have met along the way. You may get your first meaningful apology and who knows what else. And if you do leave Marriott, at least those employees you feel bad about would know why they lost your patronage (not their fault). On the plus side, it would most likely strengthen your relationship with your "home away from home" if that GM finds a way to make you feel whole. I can't remember the specifics, but I know I have had a conversation with a GM where something was stated like "Yes, its obviously not my hotel's problem, but I was I wish I had known what you were going through".