Still no word from Marriott or the hotel since the phone call. No response form the Marriott Concierge on here either.
Originally Posted by
pancake2000
Anytime I have ever seen/heard of anyone having an issue with the property, Kate has always handled the problem satisfactorily. Did you follow up with her?
Kate was the one who replied to my first e-mail that got forwarded to the hotel. She apologized and said that she will work with the staff to make sure this doesn't happen in the future. She said that she is sorry the spa appointment was cut short and that it will not happen next time and that she will make sure the concierge is informed in the future that platinum guests do not receive discounts. She than said she is sorry to learn that I left early and offered me 25,000 points as a consolation and said she hopes I return. Her tone was apologetic, but she still didn't really offer to compensate for what I was out.
The next reply came from someone names Wasana who said she was Kate's supervisor. She said:
Thank you for your reply to our Marriott Customer Care Center.
I trust you accept that there will be some conditions are applied for discount in Food & Beverage and the Cooking School as our Guest Relations Manager has explained to you on the previous e-mail.
Mr Emanon, we genuinely appreciate your candid feedback and continuous support to Marriott.
I found the middle paragraph to be a little rude.
Originally Posted by
traveling_again
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 am not there again this week, but I am going to go there next week and talk to the manager. he has always been nice. You are right, he needs to know why I mysteriously stopped staying. And they have done nothing wrong at that hotel.
Originally Posted by
Bluefan75
If you really want to get smart, you can ask them if the GM of the hotel that is now getting your business can have their address to which they can send a thank you gift for directing all this new business their way.
On the assumption that you don't have a history of demanding compensation/being high maintenance, they've frankly shown you how much your 200 nights means to them, so I can rationalize in my mind a bit of les than formal communication. But that's me....
I would love to have the Crown Plaza write a letter to Marriott, This cracks me up. Unfortunately, I am just not that vindictive, but I enjoy thinking about it. Sadly, I think it would fall on deaf ears.
This is the first time ever I have demanded compensation from Marriott. And my first real complaint of this kind. I have had what I would consider normal complaints like a room smells like smoke, and the hotel moved me. Or one time they forgot to put shampoo in, I called, and they brought it up. But I have never had to complain to a manager, let alone to Marriott afterwords in my life.