Originally Posted by
travelismylife
The hotel will not take the EEO to cover the room for the 2nd night (forget about the parking, brkfst, late checkout). I waited all day for the front office manager to call me- no call. I called the plat line- they connected me to customer service- who said nothing could be done (after a 20 minute hold), the front office manager left for the day, and will leave a message to call me tomorrow. Fine. Hour later- I get a call from the Assistance Front Office Manager and the response: no can do. They will not take the EEO b/c it's a package even though it's a par. Told me they won't get reimbursed for the certificate if they accept it. I said corporate told me the hotel will take it- he said well we're not accepting it and there's nothing he could do about it. I said fine and hung up. I really could not believe it. Life's too short (already wasted 1.5 hours on phone calls- just wish I could get that time back)- I'm going to Renaissance Ft Lauderdale.
If you noted the names of those you talked to you could drop a letter to Marriott Hq about this incident. I'd suggest that you do it in chronological order naming names, identifying their affiliation (Marriott 800 lines or hotel) stressingf though you complied with the rules governing the use of the EEO and that you received confirmaiton that you could take advantage of the program, the hotel subsequently decided that they simply weren't going to honor the offer and that both Plat Reservations nor Customer Care told you there was nothing they could do and that you are escalating the issue in hopes that higher-ranking Marriott associates could effect delivery of what you expected (and in light of your adherence to their rules deserved) to receive.
I'm wondering now that, when you made the reservation, if the Plat Line cleared it with the hotel (remember Rule #2 that I quoted in an earlier post), or didn't but told you the hotel would accept the EEO.