Okay, here's an interesting situation.....

I booked my dad at the San Antonio Marriott Riverwalk for Nov 5 to 8, at a non refundable AARP rate of $140 per night.

Since that time, a cheaper AARP rate (at the same Marriott) of $79 is available for the first two nights, and a regular rate of $159 is available for the last night.

I called Marriott to see if they could adjust the rate and was referred to Guest Relations. I get this really rude woman who starts telling me that it is my fault since I booked it on the internet. I was quite offended, because booking on the internet had nothing to do with it. The $79 rate never existed when I first booked. She says she cannot help me since it is an internet reservation and tells me to read the rules next time. (Excuse me, I know it is non refundable....but I didn't know the price would drop..)

I speak with her supervisor, Adam. He keeps saying to me that the rate is non refundable and doesn't allow changes. I explain to Adam that I am not changing the hotel or dates, but just want to change the rate. Adam says changing the rate is the same as changing the reservation.

Then, I explain to Adam that I felt that by prepaying, and agreeing to no refunds, I would be getting the best deal. He told me that perception was nonsense, and that in no way, shape, or form, did Marriott guarantee that the rate wouldn't drop. He expalined hotels can change rates at any time.

Adam then keeps saying I agreed to pay $140. Yes, Adam, I agreed to pay $140 because it was the best available rate, but now the rate has dropped. I feel cheated because I prepaid a rate that dropped. He says he cannot help me.

I explain that airlines give a travel voucher when fares drop on a non-refundable ticket. He says Marriott is not an airline and that he will not give me gift certificates.

I finally explain that I booked with Marriott because of its "rational pricing" -- i.e. there is a reason for the rates being the way they are. See, unlike other unnamed chains, you can't really "negotiate" rates at Marriott, but you can get discounts through prepaying, being a member of AARP, etc. He said he had never heard of "rational pricing". (Geez, scary when a guest relations supervisor knows less about a company's business practices than a customer...) I explained to Adam that I made a trade-off prepaying, booking in advance, and agreeing to no refunds, and that I expected the best price.

Basically, Adam was a jerk, and very unhelpful. He kept telling me that I messed up and was unfairly blaming Marriott. (Excuse me-- how did I mess up?)

It doesn't help that my dad has no status with Marriott. And he also has a guest relations file. (He complained after the Renaissance in Vienna refused to honor the free breakfast that was part of the rate, and all Marriott Guest Relations could do was blame him for not arguing with the hotel. They eventually gave him some breakfast vouchers, but only good in the USA.)

Basically, I am so fed up with crappy service from hotels, that I do all my bookings through Priceline these days. If I am going to get lousy service, then I certainly don't want to be paying much. This experience just reaffirms that.

As I told Adam, legally Marriott owes me nothing. But Marriott has now taught me that I am rolling the dice by booking a non refundable rate (even if I am 150% sure I am going to stay). If I am going to roll the dice, I am going to use Priceline...and pay much, much less..

From what I knew about Marriott, I expected the opposite. I thought they wanted me as the customer to feel good about the transaction, and if the price dropped, they would give me an adjustment.

I want to pursue it, and am sure Guest Relations is the wrong route, since Adam has obviously documented the reservation. I think the hotel might help me out, but it really is a corporate issue.

I am stunned that Marriott would be so unfair to a customer who booked in advance, especially since they are lauded for their so called "rational pricing"....