I've been a gold / occasional plat for 10 years now, and don't think I've ever written to customer care with a complaint before, until now. I'll try and paraphrase...

I booked a pre-pay / advance purchase rate at the Renaissance Charlotte Suites (yes, I am publicly outing them here!) for 1 night, on Dec 17th. I was IN the Atlanta airport waiting for my flight to CLT when the power went out, in what became a well-known incident. After 2 hours of sitting in the dark (literally and figuratively) I called the hotel front desk directly and told them about the unfolding situation in ATL. I told them it was a pre-paid rate and wasn't sure what to do, but that it was increasingly unlikely I would make it to CLT that day. The front desk staff advised me NOT to cancel the room, but to let it go into no-show status, & that they would document my reservation. They then transferred me to the hotel GM's voicemail (it was a Sunday) and told me to leave a detailed message. This I did, providing my contact information and requesting a callback during business hours.

I never received a callback from the GM. Shortly later, the room was billed on the credit card that was on file, so I got charged for the rate after all.

I wrote into customer care that I was disappointed that 1) I called the hotel proactively as the situation was unfolding, 2) Followed their directions and 3) nothing happened. Customer care apologized and advised that the hotel would follow up with me directly "with a resolution." The following is my reply from the hotel directly.

Dear Mr. Purdue Flyer

Thank you for contacting Marriott Customer Service about your reservation cancellation fee waiver request. Unfortunately, per advance purchase rates terms and conditions, reservations are pre-paid, non-refundable, and modifications are not permitted.

Apologies for any inconvenience this may cause you, please contact me directly if I can be of further assistance.

Delightfully,
(name withheld)

So, their response was anything BUT a resolution. She basically just read me the rate rules again. I understand its really the hotel's discretion what to do with pre-paid rates, but they really couldn't be bothered to listen or care. In the opinion of FT, when a well-known media event occurs that disrupts travel for thousands of people, is a customer more likely to receive a refund of the pre-paid rate in these situations versus just some random no-show / sob story? Not sure where I should go from here. Reply to the hotel, who already proved not-so-helpful? Reply to customer care that this property's handling of the issue was less than stellar? Or just leave a nasty review on trip advisor and move on?

thanks for listening (to my own personal sob story, lol)

PF