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Dec 8, 2007 | 2:03 pm

#42

USirritated

Join Date: Jun 2007

Location: FLL

Programs: Delta GM, (fmr US CP/PP/GP!), DL SkyClub, Marriott Lifetime Platinum, Avis Chairman's Club

Posts: 5,162

Yes, I have to agree with Trojan. I have to study my folios for errors also. Upon checkout October 5 after a 6 night stay at the Amsterdam Renaissance, I was charged for 8 nights Internet, and when I went to the front desk to check out and asked for the extra nights to be removed, the clerk actually asked me to wait while she went to get permission from "my collegue."

I made a reservation for the Seattle Renaissance to begin on November 7 for two nights, on a package called Alaskan Adventure (for some very odd reason), that included a $100 Savvy Savings Certificate which I had never heard of, and breakfast for two each day, so I called the Plat rez line to inquire, and found out that Savvy Savings are the Renaissance version of Bonus Bucks. There was another issue with the nightly rate, so the rez agent had to call the hotel to get the rate stored manually, with a manager's name, at $199 per night, even though it was showing in the system at $229 for one night and $239 for the second night. When I got there, not only did the front desk clerk not know what a Savvy Savings Certificate was, but she was not able to access the notes to see the rate, and was unwilling to reach the manager or contact Plat rez to confirm, and actually suggested that I should check in anyway and get it cleared up the next day! Oh yeah, like I really wanted to take that $170 leap! About ten minutes later it got cleared up after a couple of telephone calls, but clearly, the personel did not know the hotel's own product offerings, or how to access the correct information, etc.

This sort of thing happens all too often.

However, to be fair, it is not just Marriott where it happens, I had an issue with a Platinum rez agent at US Airways the other night telling me that I was not entitled to something that I already had, and when I tried to tell her why it was correct, she put me on hold without telling me, and I was stuck listening to music for 5 minutes until she came back and apologized, explaining that she was not aware of that rule, because she was not used to booking first class passengers to Hawaii! (She said that she is mostly used to bookings to Europe! How ridiculous!) I did not hang up because I did not know what she might have done to my record if I was not there to argue the point with her.

The fact of the matter is that these people have power, and if we don't watch what they are doing, it can effect us in a bad way at times, sometimes in a way that is not so easy to correct!