Compensation for no A/C at Marriott Branded hotel
Apr 29, 2019, 10:45 pm
#46
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 71,110
FWIW - put me in the camp of I wouldn't be happy if the a/c wasn't working & I would have gone to another property (assuming it had working a/c!).
Cheers.
May 1, 2019, 8:04 pm
#47
Original Poster
Join Date: Nov 2007
Location: LAX
Programs: UA Global Services 1MM,, AA Exec Plat. Hilton Honors Diamond, Marriott Gold, Hyatt Globalist
Posts: 606
I finally heard back from Marriott Customer Service. After reaching out to the property directly, the property is standing at their second offer of 12,500 points. According to my math, that’s 25% of 1 Night’s worth of points required for redemption at this property. Based on the prevailing rate at the time, that would be approx. $75 as compensation for no air conditioning during my stay.
I’m flabbergasted that Marriott finds this response acceptable. Does anyone have any recommendations on how I can escalate?
Yes, I realize that the right thing to do at the time would have been to resolve the issue during my stay. I will reiterate that I was traveling with parents which made it difficult to leave, I spoke with mgmt several times throughout my stay and there was no resolution (there really was nothing they could do except put a fan in the room), and lastly I attempted to speak to a manager at check out to ask for compensation and I was told that no manager was available and they would have to follow up.
I’m flabbergasted that Marriott finds this response acceptable. Does anyone have any recommendations on how I can escalate?
Yes, I realize that the right thing to do at the time would have been to resolve the issue during my stay. I will reiterate that I was traveling with parents which made it difficult to leave, I spoke with mgmt several times throughout my stay and there was no resolution (there really was nothing they could do except put a fan in the room), and lastly I attempted to speak to a manager at check out to ask for compensation and I was told that no manager was available and they would have to follow up.
May 2, 2019, 1:45 am
#48
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
And absolutely flame them on TA if you have not already.
May 3, 2019, 12:12 am
#49
Join Date: Jan 2003
Posts: 706
Once I was checking in to their last room at a hotel in NJ and the AC is not working. Engjneering department was called and it didn't help. Given it was a one night stay, we stayed and logged another complain with the front desk the next day.
We eventually reached out to the GM after we checked out. I asked for a refund and he didn't response. I looked through the description of the amenities of the room and AC was listed. I then left a TripAdvisor review claiming false advertising of the room. Then the GM started to talk . He asked me to remove the review and then he can provide a refund. I removed the review and refund was given 2 days later. The whole ordeal took about a month.
In retrospective, I should have asked them to walk me. It just took too much time.
We eventually reached out to the GM after we checked out. I asked for a refund and he didn't response. I looked through the description of the amenities of the room and AC was listed. I then left a TripAdvisor review claiming false advertising of the room. Then the GM started to talk . He asked me to remove the review and then he can provide a refund. I removed the review and refund was given 2 days later. The whole ordeal took about a month.
In retrospective, I should have asked them to walk me. It just took too much time.
May 3, 2019, 8:03 am
#51
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,455
I've gotten good results from a bad TA review when other avenues have failed. The key is to not sound like an angry crank, but rather as reasonable but justifiably disappointed.
May 3, 2019, 11:00 am
#52
Join Date: Sep 2006
Location: HNL
Programs: UA GS4MM, MR LT Plat, Hilton Gold
Posts: 6,447
I’m flabbergasted that Marriott finds this response acceptable. Does anyone have any recommendations on how I can escalate?
Yes, I realize that the right thing to do at the time would have been to resolve the issue during my stay. I will reiterate that I was traveling with parents which made it difficult to leave,
May 3, 2019, 11:11 am
#53
Join Date: Jun 2015
Location: DTW
Programs: Alaska, Delta, Southwest
Posts: 1,663