Originally Posted by
Marriott Bonvoy Lurker III
Hello there,
We saw your message. If we can be of assistance, could you please send us more details such as: the name of the hotel, check-in & out dates, reservation holder’s name, reservation number (if at hand) and contact info. Please feel free to attach any document (DOC/JPG/PDF) for further analysis/research and follow up. Thank you.
Assuming that you are the same team that does Facebook, I did all of that. You are sorry. You reached out to the hotel. You had your hotel management team review what happened. You said that I was welcome to contact my credit card company to resolve it. The last message you sent me ended with the following:
"We are waiting for the hotel management team to review and follow up with you directly. Thank you for your patience and Loyalty. Kind regards!"
No one ever followed up with me. I finally heard from the GM of the property telling me that they were withdrawing from Marriott. Marriott never resolved this. Chase did. I'll probably maintain Platinum or at least Gold with Marriott because when I go to the Middle East, I stay in Le Meridien's. However, this failure to resolve this has caused me to shift approximately 100 nights a year for the foreseeable future to Hyatt. Not that I think my business is important to Marriott, but hopefully not too many others have the disaster I had compounded by Marriott failing to fix it despite a pile of documentation as to what happened.