Originally Posted by
matthew gulino
4. Was the manager right to scold the OP for calling the corporate line? I say no to this. A manager of a hotel is expected to act in a professional manner at all times when on duty. A hotel guest, is not. Nothing about this conversation was professional. Can the manager be pissed that someone went over his head? Yeah! Absolutely. I would be! - but to fault the guest (in direct confrontation) for that is uncalled for and unprofessional. Was the OP acting unprofessionally in his dealings with the hotel? Maybe/possibly, but that shouldn't matter. The management should be the "bigger person" in this type of interaction. If management acted this way toward every Marriott customer that was rude/inconsiderate/unprofessional, it would be a VERY unpleasant place to stay.
5. Should the manager have shared details of the interaction with OP with his superiors/colleagues?
Well I suppose the better question is, for what purpose did the manager share these details? I can't imagine there was any purpose served other than to damage the OP's relationship with his organization or perhaps to make some preemptive attack in case the OP decided to complain to his group about the hotel's treatment of the situation. I can't really come up with a good reason for the manager to have done this. Are there possibly situations that might warrant such a disclosure? I think there are. Was this one of them? I don't think it was. I think this is more unprofessional behavior on behalf of the management.
^
Agree, the manager tried to pay back the OP by contacting the Group rep,
totally unprofessional by the GM. No matter what were the OP's requests those informations shouldn't have been passed to a third person and i believe that Marriott's CR would be very interesting to know where and when a GM does this. The OP was a guest there and tried to take the most of his benefits as a Gold Card holder, also asked if he/she could buy some services that Marriott offer. Nothing wrong here.
Originally Posted by
bsb21
.....
The Group Rep said that my "behavior" did not reflect the image of our group
You have to make sure the Group Rep knows the truth about what was your attitude...
PS the customer's care line is for such reasons when you cannot deal with one person (GM), so you have a phone number for extra care.The GM is right to be pissed off because someone called him and told him that he was doing something wrong...
