Travellin_man

Came back to my room 9pm Sunday on the last night of a four-night stay at a full-service Marriott to find the room completely untouched since I'd left it at noon: beds unmade, towels unchanged, etc. When I complained to the front desk the response was essentially "that's strange - we will need to take that up with housekeeping tomorrow."

I'm not generally a fussy DYKWIA but at the same time I can't help feeling that part of paying for a full-service hotel is, well, full service. I understand that there isn't much the hotel can do directly at night, since presumably housekeeping have gone, but it leaves a bit of a bad taste for me. On the scale of 'move on' to 'scorch and salt the very earth so that for generations no-one will dare return to the cursed place' what should one do in this situation?

TM

CJKatl

At a minimum they should give you the Green Choice points!

Kagehitokiri

there should be recovery, but it can be extremely minimal. when a franchise, can also look up management company

(note bill gates' finance team have reduced whats required to be done nightly at Four Seasons hotels, regardless of rate)

C17PSGR

Well ... I've had that happen a couple of times over the years.

Not sure if I said anything last time ... mistakes happen ... but maybe MAGC and a drink coupon?

t5campbell

Name the location so we can decide whether to stay or not.

mvitale

I had that happen to me once earlier this year. It was 6pm on a weeknight when I returned to my room (not 9pm Sunday), and when I called the front desk of the hotel I was at, they said that they would send someone up right away to service my room, and gave me 9,000 points (without my prompting or DYKWIA'ing at the front desk) for their lack of service.

-mvitale

Often1

If people would post the location, it would be helpful. If this has happened to others at the same property, it's not a mistake. If others have had outstanding experiences, it's probably a simple error.

Dr. HFH

I vote for move on. Ask for compensation only if you're one who never makes mistakes and never tolerates them in others (not at all suggesting that you are, just the criterion I apply in the situation you've described).

SkiAdcock

Did you have your do not disturb sign out or a do not service sign out? Not saying you did, but I've heard from many hotel folk that someone complains about no service when they had DND or NS sign out. Hotel gets yelled at, even though they were following protocol. Some folk insisted they didn't, but then apologized the next day when they realized they did have the DND/NS out & didn't realize it. Also, did you ask for points instead of housekeeping? I have a friend who's a GM at a hotel & one of their big pet peeves is someone goes for the 250 points instead of housekeeping, & then complains because their room wasn't serviced & demand it anyway. Not saying that's the situation(s) w/ the OP, but could be.

FWIW - iif it's me, I'd move on. If the room wasn't serviced 2 days in a row, I'd have a problem. But if I got back late at night & it wasn't serviced, I'd just want to get to bed. I also keep in mind that I don't change my sheets or towels ever day at home which makes me more lenient on occasional screw-ups.

Cheers.

bhrubin

MSPeconomist

Travellin_man

Thanks for all the responses - I deliberately held back the location initially since I wanted to see the generic response, not get bogged down in the specific location.

The hotel was the Marriott Victoria, with which I have a long history, and both good and bad experiences.

And no, I didn't leave a 'Do Not Disturb' sign on my door....

ricktoronto

Hey now if it happened once at one place out of 250,000 room nights that week, it is happening everywhere all the time and they are also throwing out guests' luggage and planting irritated raccoons in the bathroom then shutting the door. Ring the alarms, I say.

Circusplaza

Happened to me at Renaissance Chi, quite annoying after a tiring day in the office the last thing I want is to sleep in unmade bed...
It seems to be a standard reply, probably from the people in the front counter at night, not really decision makers. Next morning I spoke to the front desk manager who apologized properly.
Next stay they gave me a corner room and left cheese, wine, crackers, water and fruit for me on the room every day.

hotturnip

I find this happening with increasing frequency in recent years. I tend to stay in my room late in the mornings, leaving between 11 and 12, so I remove the DND at that time. It's as if when they see you're in the room in the morning, they just assume it'll be all day. I once even TOLD the housekeeper specifically when I was leaving so that she could come back, to no avail. Another time (at a crappy Baymont where I was staying over Christmas when the parents' house was full up) they canceled housekeeping service on Christmas day without informing the guests. I too, have received little sympathy when I complained (it's happened at different brands). Most recently, it happened at the Hilton Anatole in Dallas. You'd think a hotel that size would keep a housekeeper around at night, but they just said they'd send up towels (it took 2 hours and a second call to get them). And when they did "clean" the next day, the beds looked like someone had been laying on them after they were "made up." (I did get the resort fee waived for that stay after walking to the desk in person.)

It's gotten to the point that sometimes I actually call housekeeping (or the desk) and tell them, "I'm leaving now. Please make up the room."