Originally Posted by winstoda

An update to my situation - Marriott Rewards transferred me to Springhill customer service, who put me in touch with the 'Assistant GM' of the TownePlace Suites Flamingo Crossings. This assistant GM has been a train wreck - doesn't know the MR rules at all. First she insisted that I was actually 'upgraded' to the Towneplace since the rooms there have kitchenettes which the Springhill lacks. She insisted the rooms were also much larger at the TownePlace. When I pointed out the square footage posted on the website states otherwise, she told me the website is incorrect and they can't correct it until the property has been open 90 days (what???). She also insists the reservation guarantee is only applicable to Platinum members. She's literally making it up as she goes along.

She calls me each afternoon with an update after conferring with the GM. The latest is that this situation doesn't qualify for the guarantee because they share a parking lot and are managed by the same company. After hearing this I had enough and insisted on speaking to the GM (for the 3rd time!) to which I was told he isn't working today but he would contact me tomorrow.

I don't know where to go from here. Marriott Rewards just pawns me off to the Springhill CS line. CS sends me back to my pal the assistant GM. Any advice?