Originally Posted by
onlysuites
Not really sure. This is the first time I have faced this type of situation. Certainly the lack of response/explanation is annoying. I asked the manager on a few different occasions at the hotel, asked the pool staff, came back and emailed Marriott and got a case number and have followed that up 3-4 times but only just heard back yesterday to say that the pool was heated to 25c.
I do know that I spent a good $3800 on room rates alone and I feel cheated that the hotel decided to save money and not heat the pool.
Sorry you're being met with some hostile responses here.
I can relate to how you feel, it's one of those situations where the original disappointment with the on-site problem is significantly compounded by evasive or dishonest responses from the property's management. That drives me nuts. What I want in these situations is an honest response acknowledging the property failed to meet expectations. It's also nice if they offer something tangible (whether it be a partial refund or an upgrade for a future stay) because that confirms their sincerity. I don't think it's the guest's obligation to make a specific demand (and am not sure what would be appropriate here).
I agree with C17PSGR's suggestion of a negative TA review. It may (or may not) spark a meaningful response from the hotel, and you will at least have put others on notice of the problem.