i complained it to marriott customer care.However,what they reply to me were almost the same. Did they read these emails? Or their responsibility is just to copy our email content to the hotels
Here I post it .hotel’s reply was showed in black and mine is in red
Total 4 separate bookings under your name stay for total 9 nights “Sep 28-30; Sep 30-Oct 1; Oct1-4;; Oct4-7”. You came to register upon checked in by your own ID card and your platinum membership card, you came to pay bill for the first booking on Sep 30th, then settled the bill for the 2nd booking on Oct 1st. On Oct 4th you came to reception to argue with us why the points haven’t credited to your membership account yet for the second booking. We clarified with you that if yourself didn’t stay in room you may not get points. At that time the answer from you: you are certainly stayed in this room.
No matter who is in charge of this case, I do wish you take a closer look into it before any conclusion was made.
Booking Sep 28-30 and Oct1-4 were under my name , Sep 30-Oct 1 and Oct4-7 were under the name of Miss ().ALL the reservations were made and paid individually. So, if you don’t suspect her, please post her stay for Oct4-7
As to the argument You mentioned, I didn’t intend to talk much about it. Now ,I try to rebuild it ,Oct 4th
I went to the front desk and said to a girl : Please make a room key for me since I forgot something in room
Girl : which room pls? (making Key)
I:920 and the reservation for Sep 30-Oct 1 has not been posted to the account
Girl: Let me see ……yes It has been posted to your account.
I:No,It should be posted to ()
When I found out this bill folio ,I found check-in day was typed in Oct 1and check-out day was Oct4.
I: the check-in day and check-out day was wrong would u print a right copy for me
Girl:Sorry I can’t but I can make it manually for you and It will take 10 minutes
I was very angry since I have something urgent and the wrong bill folio make it difficult to get reimbursed.
I
lease call the manger on duty.
Then a man and a lady wearing glass came
I: the reservation for Sep 30-Oct 1 has not been posted to the account and the bill folio is wrong I shall get a right one
The man:I will send an email to Guangzhou
I:I know and I also know the lady called miss pan but I still need the right bill folio ,I just want you to correct something you made wrong or u think did I ask too much?
Then a lady wearing glass said to this guy:’’go into the office and make it for him “and said to me “many elite member didn’t stay in room for their reservation ,I will investigate you and if you do so ,you will not get your points.
At this time the man came out and gave me the correct folio.
I:Of course, can I regard it as a threat to me? I was very angry at that time, so I pointed at the wrong bill folio and said “I will only pay this amount displayed for Oct1-4
The man “I could explain this is the expense for single night during for Oct1-4
I:”can you show me the accommodation registration paper for Oct1-4? I can sure you can’t find it because I never been asked to sign it .
The man :sir, I will send an email to our guest service at once for the stay of Sep 30-Oct 1.
I was called to the room at once and I paid all the expense for Oct1-4.Of course, I had no intention not to pay it .
Now that’s the reason why I can regard it as a revenge to me. Remember, J.W. Marriott, Jr,Executive Chairman and Chairman of the Board, said “the way we do business is more important than the business we do 100% every time”. And I will talk him with this case if I meet occasionally next time in JW BEIJIN.
But occasionally we found it’s another couple together with one child stayed in the room. For avoiding any misunderstand occurred, after the room checked out we reviewed all video and door open record during the whole stay of 9 days, that’s why we identified you did not stay in the room for even one night.
How can I understand the word “occasionally“you mean. Did someone next to my room lost his bag and ask for your help? Therefore, you reviewed all video on this floor to find his bag out and saw another couple together with one child come into room by chance. Come on ,don’t underestimate our IQ and see us as idiot. The motivation is clear an I believe the hardware such as monitor ,room security system were not designed to track the guests, especially for staff’s revenge on guest. Let me say something you didn’t see in monitor video. There were anther infant and a Philippine maid in the room .That’s why I never use the room key.
The reason why club lounge agent didn’t remind you during the whole stay since they’ve never saw you in club lounge, so they assumed the gentleman who stayed in the room was you. As prestigious Platinum member, we have provided all benefits to your clients/friends: Free upgraded to suite room, free club access including breakfast, afternoon tea and happy hour even though they are not our platinum member. According to our policy, we should late charge 700CNY plus 15% surcharge daily for the difference, however we didn’t apply the charge of the difference as courtesy and assumed it’s the only one time occasion.
I have been to the club lounge, so I knew the agent could see the photo of guest from the computer on the desk. The reason why club lounge agent didn’t remind is simple ,our face is changing everyday and no one looks the same as the photo when it was taken. As a result, nobody could distinguish the guys coming in definitely as long as she didn’t have any personal purposes and motives. As to the so-call convenience you offered, I will express my grateful thankfulness and that’s why good reputation for Marriott brand is accumulated exactly
Dear Krysten Masterson, the ethical issues reflected in this case is far more important than this case itself. Firstly, I was threatened just because I asked for a correct bill folio and pointed out some mistakes to the manger. Secondly, I was tracked for entirely 9 nights and the purpose of it was just to find out some reasonable evidence to revenge me. Finally, the team of management would rather spend more time in tracking and explaining than make an apologize.
To my disappointed , the customer care from Marriott just played a role as word-sender. You were expected to stand out and gave your opinion on this case which was just against the ethical standards most American Corporations have. I am considering to post this case to the internet such like flyertalk and some blogs.
I don’t think the behavior of intrusion upon guests’ privacy ,especially with the purpose of revenge should occur in the five star hotels ,under the name of Marriott.