Old May 29, 15, 6:09 am
Join Date: Sep 2006
Location: BRU
Programs: KL (Plat), LH (SEN), IHG (Plat Amb)
Posts: 368
Originally Posted by PHTX855 View Post
Did you ask the manager for those two things. Marriott typically offer something similar if asked.
Yes I did. He refused and offered a 2 night stay in his hotel instead. Stated explicitly he would not reimburse anything.

Now the problem was that

a) it was a high season weekend with high prices, and the voucher was only for a low season stay

b) it was a holiday/weekend destination and we live 1000 km away and would not go back to that area any more. When I told him that we work a lot and can not just take holidays when we want, he made fun of us.

c) I would not even think of going back to his hotel as he clearly lacks respect for his customers.

To me it sounds logical that you reimburse the room price difference if someone books an executive room and gets a standard room. You can make an offer for a free future stay, but if this offer is refused, you should just reimburse in cash. But this is just my opinion.

As for overbooking situations, I do not know the legal situation. I have always thought the hotel should offer an alternative hotel of at least the same, or higher, quality. Which was clearly not the case here. Many hotel chains indeed fully reimburse the night on top of that. Had several cases with IHG and this has always been solved professionally and without any discussion.

That's why I wanted to get the experience of other BW travellers.
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