Originally Posted by LPCJr
I checked into the Baltimore Marriott Waterfront today for a 4-night stay. This is one of my favorite Marriott properties, and service is normally top-notch.
Several things have happened so far:
Although my platinum status was recognized at check-in, no mention was made of the fact that the c-lounge was closed for the holidays. I later discovered this on my own. I had to go down to the front desk to inquire (and to ask about breakfast certificates).
Additionally, since I was not provided a room on a c-floor, I asked if it would be possible to send up "a couple" bottles of water (my rationalization for this is, if I was on the c-floor, you would have given me water anyway).
I was told that both the water and the breakfast certs would be delivered (apparently they needed to print up more certs).
Two hours later - nothing.
I check back with front desk and am given the certs. Also told that "room service is on the way with water."
Sure enough, a few minutes later, room service shows up with 6 small bottles of Evian - for which they wanted to charge me $18.75. No one had told them that this was supposed to be complimentary.
Later, at about 10 PM, I go to take a shower. No hot water. I call front desk - "we'll send someone from engineering right up." 10:15 - still no hot water, no one from engineering either. I call again, and someone comes about 10:20, tinkers with something for a minute, and I have hot water.
So, to summarize the issues in my first 6 hours here:
-- Didn't bother to tell me lounge was closed.
-- Didn't offer breakfast certs.
-- Didn't deliver certs and water in a timely manner.
-- No hot water; 2 calls required to get rectified.
In my mind, each of these items individually is relatively minor. What I'd like an opinion on is, at what point do a series of "small" items add up to enough that a complaint is warranted? My gut feeling is that I am starting to reach that point.
The other thing that has left me kind of sour is the fact that the lounge is closed. While I do recognize that they don't have to provide me lounge access as long as they give me breakfast, the fantastic lounge at this property is one of the key reasons I stay here. That said, I'm trying not to let this unrelated issue cloud my judgment.
1- the fact that had you been on the C Floor you would have gotten the water for free or if the Lounge was open, has nothing to do with the price of Tea in China. Id consider it as a very nice Jesture on the Hotels part if they in fact agreed and gave me the water. To tell you the turth , I never would have asked for it, as they dont owe it to me if the Lounge is closed.
What if the Lounge closes at say 10pm and you come in at 11pm , will you say had it been an hour+ earlier I would have gotten it in the lounge but since the Lounge is already closed , can you send me up some Bottles or Booze from elsewhere, and of cause there shouldnt be a charge since I wouldnt have paid if the Lounge was open till now.
2- I woudlnt care when they actually got me the BK certs as long as it was before BK in the morning, I usually will do a pass-by at teh FD and simply ask for them, Really No BIG DEAL.
3- The only thing that has any Standing to it is the No Hot water, which they took care of , as per you with a minor adjustment of something, Dont know what that thing was. Were they checking to see if the cause of no hot water was from something that wasnt in your room and hence when they found that not to be the case , they deduced it had to be something from in your Bathroom?
Since today is a Holiday could very well be they are short of Staff, and it seems as if you felt that your needs were the Only ones that needed Attention.
I would be POed if I went down and found the people who were suppose to be working on Maintance etc instead having a Poker Game. But I doubt that was the cause.
I for one wouldnt say anything, However if something Truely Major occurs, then I wouldnt hesitate to include all of these Minor items, along with that Major problem.
You remind me of a good friend who Checks In and goes over everything with a Fine Tooth Comb in order to catch something wrong. ill tell ya what I tell him, Give Me a Break!! He checked into a Hampton Inn the other night (hes a Diamond w/HH) and the welcome Gift A Bottle of Water and a candy bar wasnt in the room, I said either call up or go down and request it. He went down was told it would be sent up. It took 15 mins and in the end there was no candy Bar (the .60 kind) but instead a couple of Apples and Bananas that are always for the taking, along with the Water. Mind you this was at 12:10AM New Yrs Eve.
I do my share (OK more then my share) of complaining when things arent right. Had they not had any hot water, refused to give you BK coupons, told you theres a Gym or pool that in the end were being redone and you wouldnt be able to use and they offered no alternative, You would have a GREAT case. Now you got NOTHIN.
The Marriott in Santiago, Chile, had their Outdoor closed for Repairs a couple of weeks ago, ITS Summer time down there. Instead they told me they would pay for a Cab to/from The Ritz Carlton. Yea it would have been better if I could have simply gone down in my trunks to a Pool and a place to catch soem rays w/o having to indure a cab ride. But I said NOTHIN, they more then made up for it, even if the Ritzs Pool is small and indoors. They tried and thats what counts. Here too, you didnt lose out on anything. I wouldnt mention it at all.