Originally Posted by
Antonio8069
I for one think the details matter i.e. regular client, serving your community.
The key is who to contact? I would start with the duty manager, followed by GM.
Who to contact? Start with the thread for the property.
IMO, your opening position is complimentary night. Points is your backup.
Thanks. I felt those details mattered, as well. I'm part of a group that has been in partnership with them for two decades. There's a legitimate reason we didn't recognize their error on the front end. I believe that any guest in our situation should've been offered an apology and at the very least a partial refund. I was just amazed that with such a straight face, I was told that the compensation they could give for our trouble was heartfelt gratitude. Our hotel liaison did a great job checking in with us, taking care of overflowing trash cans, etc., and I realize she was just the messenger.
Originally Posted by
Jon Maiman
If you DM the
Marriott Bonvoy Lurker here on FlyerTalk they can provide you the email address for the hotel. They may also be able to connect you up with the appropriate manager or at least communicate with them on your behalf. Good Luck!
--Jon
P.S. I would have been grossed out too. Not judging, but for me I would have gone to speak with the Front Desk and the Manager on Duty as soon as I figured out what happened.
Thanks very much for pointing me to that contact. I will reach out to them. And despite my chattiness in this thread, I did leave out the detail that I also went to the front desk. My timeline:
8:30ish a.m.: Reported for duty with my organization and our hotel liaison happened to be there at the same time to ask if we needed anything. I alerted her to what happened and she said she would let her manager know and get back to me with their response.
12:40 p.m.: (No response from our hotel liaison yet). My husband and I went to the front desk, where we needed to pay for our parking so my husband could leave the parking garage for a bit, and explained our situation to that worker. She said she would tell the manager and ask if anything could be done. I was in charge of something at 12:45 and there was a line of guests, so I told her I would go take care of business and return later to see what the manager said.
1:30ish p.m.: I stopped in at our help desk area to drop something off and ended up having to man it for a bit. Our hotel liaison stopped by to ask how things were going. I asked her if she had any information from the manager related to our room. She said no, but that she'd go check with them immediately. She returned about 20 minutes later and said, "It sounds like your husband may have already talked to the front desk about this issue. What the manager says we can offer you is our heartfelt gratitude for sharing your feedback... blah blah..."
And at that point, our activity level really ramped up and I couldn't leave my tasks to take it on up the chain. Plus, I really wanted to visit with our organization's POC for the hotel to see if he felt he should be the one to visit with them or if he cared if I pursued a remedy on my own. He was extremely busy. I told him about it but knew it could not be a high priority issue for him at that time.
Thanks again for pointing me to that contact!