Originally Posted by
TTmex
Thanks all. It was the Westin Santa Fe in Mexico City. They were extremely apologetic etc and the service very good throughout. They mentioned they had screwed up thinking it was a space available job. I have reached out to Marriott Corporate to ask about returning the NUAs due to the fact we didn't get the Master.
So to follow up, the hotel manager wrote to me 3 days ago saying they were processing the refund of the NUAs to my account, only to email me again yesterday and backtrack on it, saying since they'd put me in a suite they didn't have to refund them. My response was essentially as follows "you gave me a room inferior to what I had confirmed. If you have a ticket reserved in First class on a plane, you don't feel grateful when you get onboard and find you've been sat in Business class". Not received a response yet, but what a way to treat a customer - twice in one week completely mismanaging my expectations. JW Marriott across the road it is next time...