Originally Posted by
BrightlyBob
My first thought was “yeah, Marriott IT, same old, same old” - but actually OP has a right to assume he can cancel online a cancellable reservation made online. This wouldn’t be reflective of the Marriott experience over the last decade but the last year..? OP reminds us that this isn’t acceptable, and my “same old, same old” reaction is probably a sign of a type of pointshound Stockholm Syndrome. Marriott.com is down, again, right now, so I wasted my time finding the property I wanted and the rate as I couldn’t login to book it. We’ve grown wearily accepting of this crap. We shouldn’t be!
For me as an infrequent user of Marriott, but more frequent user of various other brands, this experience has left me with a bad taste. The website problems, I could have excused. After all, websites aren't perfect. It is a little odd the website cancel function did not work multiple times on different days but still, websites aren't perfect.
The phone rep who claimed it was cancelled but actually did not cancel it and who claimed they do not provide a cancellation number is what I have the biggest problem with. What if I hadn't double checked the next day? I'd be hit with a no show charge of hundreds of dollars. The property couldn't have re-sold the room. All due to a phone rep who did not do their job correctly. I'm sure it happens. Just frustrating to be at the receiving end of it.