Originally Posted by
CPRich
I would need more details. Was the concierge desk not open during the hours it was listed as being open? Or did you just not like the hours?
Service was rude - once? twice? repeatedly? hourly? What was "lukewarm"? Dear sir, sorry 'bout that, The Manager?
I'm also not a big fan of "what should I get" and "what's this problem worth" discussions. Writing back that "I want more points" seems crass. Maybe forward the note to Marriott Corp Customer Service. Personally, I'd be more focused on how to fix than WIIFM.
To be clear - I did not ASK for anything. I was simply writing to describe my experience with a chain that I have little experience with and to let them know that I thought the product was rather unimpressive.
To be specific, each of the towers at the Waikiki Marriott has a concierge desk that is supposed to be open all day, or at least that's what the signs say. In my 7 days and nights during the Februray high season I found the concierge desk open exactly twice in my tower (the more expensive beachside tower). Generally it had a sign propped up on it directing customers to the other tower. On the other hand, the timeshare desk a few feet away and the timeshare desk at the beachside door were
always manned. I found this very tacky.
One of the times when I went over to the concierge in the other tower it was manned by 3 people with no customers waiting. All 3 of them very pointedly ignored me for several minutes as they busily scribbled at paperwork. Finally, one of them stuck her head up and barked, "do you want something?" (she did then brusquely answer my question about the best day and time to visit the Arizona). Another time when I inquired about renting a car for a day I received nothing but yes/no answers such that it was clear that no real advice was to be had. After these experiences I didn't even think about asking for dining advice or reservations, or for any other services that would require any effort on their part.
In my letter I further described some minor problems with the cleaning service as well as a noise problem that they did not address.
As for the reply? It was about 3 generic lines which did not address any of my issues but simply stated that I was to be assured that this was not the way they generally do business...
As for the "what should I get", as I stated, all I really want to know from those more experienced with Marriott is whether or not this is Marriott SOP. I have no intentions of writing back asking for more. But truthfully, I expected better service than I would have gotten from a Holiday or Comfort Inn. And truthfully, when I take the time to write a letter I expect a meaningful answer. And as to the 10K points, that's barely enough to
upgrade for a single night to the room I paid for. It does seem a bit cheap and a bit insulting to me.