Originally Posted by
Kacee
Was this a prepaid room? I didn't see that in the OP, but if so it certainly impacts the calculus. Because in the absence of prepayment, Option #1 if they won't give me the room I reserved, or an acceptable substitute, is I stay somewhere else. In Mexico (or really anywhere in latin america), I wouldn't spend much time arguing with the property, because that is just not likely to accomplish anything. It's a different service culture (not necessarily better or worse, just different).
(And if I have prepaid, I certainly consider a chargeback - goods or services not provided - as a potential remedy.)
How could it have been a prepaid rate if the hotel claimed to have never receveid the reservation in the first place? That would be a blatant, and clearly demonstrable, lie on the part of the hotel.
It is now evident that there is nothing that can be done to remedy the situation. If OP is expecting Marriott to come up with a detailed report about what happened and stern measures against whoever is responsible for it, s/he is dellusional.
As stated above, it is now all about whether OP
feels 10k is adequate compensation for the trouble and whether Marriott dealt adequately in its service recovery efforts. I guess his/her answer is a definitive no. Probably it’s time to accept that this is as far as Marriott is willing to go and move on, acting accordingly.