Originally Posted by
Adam1222
It's irrelevant to the question whether it was right to enter the room.
As for what happened, I think there is room for disagreement whether it is reasonable to expect security to respect a do not disturb sign where children under 10 have been left alone.
If a child is going to be traumatized by security banging on a hotel room door, the child should not be left alone in the hotel room.... regardless of the parent's elite status.
the issue itself aside it is the response and attitude of marriott hotel and marriott customer service that i find informative.. i was just screening (midrange) hotels for an upcoming trip and came across this reply to some (exaggerated imo) guest complaint that highlights contrasts between proper response to customer and response by marriott outlined by op..
Hi Nicolas,
Thank you for taking the time to share your feedback. We are truly sorry to read about your experience and regret that it did not meet your expectations.
First and foremost, we would like to clarify that MOB House is an independent hotel. While reservations may be made through third-party platforms such as Mr & Mrs Smith, we are not a Hyatt-managed or Hyatt-branded property. Nevertheless, we take full responsibility for the experience delivered on-site.
We sincerely apologize for the cleanliness issues you encountered upon arrival. This situation is unacceptable and has been shared with our housekeeping management for immediate review and corrective action.
We are also concerned by the behavior you described from a member of our staff. This does not reflect our values of professionalism and respect, and an internal review has been initiated.
Following your discomfort, we agreed to cancel your reservation free of charge, in order to resolve the situation as quickly and fairly as possible. We regret that this experience led you to leave the property and that it caused frustration.
Regarding the room layout and the neighborhood, we understand that these aspects may not suit every guest’s expectations. However, they should never impact the fundamental standards of hygiene and service we strive to uphold.
Your feedback has been taken seriously and shared with our management team to prevent such situations from recurring.