RANT ON: I travel often to Richmond for business but had not since early December due to the holidays. I booked my usual hotel, the Richmond Marriott, upon making plans to return. Signs in their lobby at my last visit indicated that they were planning renovations, but nothing on the web site indicated that there were renovations happening when I booked for four nights this week. When I arrived last night (actually this morning), I was exhausted, so I bypassed the makeshift front desk and went right to my room. Mobile keys, amirite?

This morning, I headed up one floor to where the concierge lounge used to be, only to discover that the 16th floor is now all freshly renovated guest rooms, and no lounge. Okay, no problem. I went down to the makeshift front desk to inquire about the location of the lounge and was informed by the front desk supervisor that, not only is there no lounge, but there is no restaurant, either. When I asked him about the lounge/breakfast amenity, he apologized and said there was nothing that could be done. I asked to talk to a manager. After twenty or so minutes, she likewise told me there was nothing to be done. I then asked to talk to the GM, and he appeared quite quickly. His opening line to me was that I would be more comfortable at another hotel. The guy tried to walk me without even asking me what the issue was. I informed him that I would not be leaving, but that, according to the Ts & Cs of the Bonvoy program, I was entitled to breakfast or cash compensation. His response to that was that the rules don't apply when a hotel is under renovation. What?!?! I found this response so ridiculous that I laughed and that made him angry. My pointing out the Ts & Cs on the Marriott web site did NOT calm him down at all. When I pointed out that cash compensation was due me, he reiterated that I should leave and told me that he was "not prepared to compensate" me at this time. I again refused to be walked, and he suggested that I let him buy me a cup of coffee at the Starbucks kiosk (apparently the only source of food in the entire hotel).

I returned to my room and called the Marriott Titanium Desk. The agent took my information, looking up pertinent facts along the way. She said she would submit my complaint to the property and I should expect a response in five to ten business days. I pointed out to her that, once I leave the property without resolving the compensation issue, I am given to understand that no compensation will be paid out. She told me that there was nothing else I could do. Interestingly, during all of the exchanges that I had with hotel staff, no one offered me points as compensation, which is often the first go-to to shut someone up (ahem, I mean remedy a customer service deficiency). :RANT OFF

Here are my issues:

• A "full service" Marriott property has shut down all food service (except for Starbucks fare), apparently for several weeks, during a renovation. I have stayed at many, many Marriott properties that were undergoing major renovations and have never experienced a situation where they did not make provision to have a concierge lounge and at LEAST room service.
• No notification was made to me at all (neither when I booked, nor in my confirmation and follow up emails, nor when I checked in) that the hotel was experiencing major renovations and would have extremely limited services available.
• The hotel is providing room service and breakfast door tags in their rooms, and offers dining package rates on their web site for dates where no food is available.
• No one at the property, up to and including the general manager, thinks that not offering elite amenities is a big deal.
• Marriott's customer service seems to be doing little if anything to help. I guess that the Ts & Cs are only binding on the property if the property wants them to be.
• Did I mention that the total cost for four nights will be almost $1200 at a hotel where my usual rate is $189 per night? My usual rate was not available because of lack of rooms - due to renovation.

Any thoughts on how to proceed/escalate this? Given that I have spoken with both the GM and Marriott Customer Service with no satisfaction, I am at a bit of a loss. I am here for a few more days. Thank you!