Originally Posted by
cyberdad
My rule of thumb when I have an issue is to try to resolve it with the hotel first. That usually works. When it doesn't, then....without fail...I take it up with Guest Services.
That also usually works.
Couple things. First, the night clerk was just a kid (early 20s at best) and wasn't wearing a name tag that indicated any kind of managerial status at the SHS. Thus, I doubted his authority to offer an "on-the-spot" resolution. Second, I needed to get to ELP for a flight and didn't have any time for a "back-and-forth" with said clerk.
Marriott Customer Care says they have contacted the Executive Office at SHS Las Cruces, and that I should have a response in 3-5 business days. That's fine by me. I prefer this to the potential of a face-to-face confrontation had I pressed the issue with the night clerk.