Compensation for no A/C at Marriott Branded hotel
Apr 26, 2019, 6:59 am
#1
Original Poster
Join Date: Nov 2007
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Compensation for no A/C at Marriott Branded hotel
We recently stayed at a Marriott category 6 property in Paris (50,000 points per night), and the hotel’s Air Conditioning was inoperative throughout the entire hotel for our stay. It just so happened that it was near 80 degree temperatures during our 4 days there, and my room was a complete oven the entire time with little to no ventilation.
While the staff did their best to make us comfortable, including changing rooms, it did not make a difference. For a “5 star” property (which I know is used loosely in Paris), my expectation is to have working A/C.
The hotel did not offer any compensation initially, but after I asked, I was offered 2,500 points for the trouble. I asked for one night’s worth of points returned which I think is more than fair. I should have just moved to a different hotel was that was going to be too much of an inconvenience. After escalating this up to the GM post stay- their max is 10,000 points.
Should I escalate with Marriott corporate?
While the staff did their best to make us comfortable, including changing rooms, it did not make a difference. For a “5 star” property (which I know is used loosely in Paris), my expectation is to have working A/C.
The hotel did not offer any compensation initially, but after I asked, I was offered 2,500 points for the trouble. I asked for one night’s worth of points returned which I think is more than fair. I should have just moved to a different hotel was that was going to be too much of an inconvenience. After escalating this up to the GM post stay- their max is 10,000 points.
Should I escalate with Marriott corporate?
Apr 26, 2019, 8:02 am
#2
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Apr 26, 2019, 9:03 am
#3
Join Date: Oct 2015
Posts: 733
What is an acceptable room temperature can vary by local customs and I find often the staff can be dismissive that it's as big a deal as it is for me. For example, at the Ren Beijing Capital, with the AC on the coldest setting / highest fan all day, one part of my room was 26.5 degrees C and the other 21 degrees C. For me (Canadian), this is way too hot (constantly sweating), and it also happened to be hotter in my room than it was outside. The duty manager said this was "OK for Chinese" and seemed to think that was sufficient to mitigate my concerns. I very happily changed to JW Beijing where my room could make it to 20 degrees.
10k sounds low but it's probably better to avoid the hassle versus pursuring.
10k sounds low but it's probably better to avoid the hassle versus pursuring.
Apr 26, 2019, 12:41 pm
#4
Join Date: Nov 2008
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They failed to provide a feature of the room that you booked. I would want at least 1 nights points but equally I would have dealt with it on property at the time. By completing the stay and not requesting a move to another property / refund at the time it gives the hotel some indication you found the condition acceptable.
Retrospective compensation in situations like this is difficult and with Marriott currently probably not very forthcoming. A one night stay would have been different but the fact you tolerated it for 4 nights and only looking for compensation afterwards seriously weakens your position I am afraid.
Retrospective compensation in situations like this is difficult and with Marriott currently probably not very forthcoming. A one night stay would have been different but the fact you tolerated it for 4 nights and only looking for compensation afterwards seriously weakens your position I am afraid.
Apr 26, 2019, 1:50 pm
#5
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near 80 degree temperatures
my expectation is to have working A/C.
and my room was a complete oven the entire time with little to no ventilation.
Things are different in Central Europe!
Apr 26, 2019, 2:01 pm
#6
Original Poster
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Never heard of such a high temperate happening in Paris. Lower 40s is the maximum record, I assume.
Your expectation! Did the hotel guarantee AC on 365 days a year?
The absolute majority of hotels in Switzerland do not have any air conditioning. And it can get hot there in the summer time.
Things are different in Central Europe!
Your expectation! Did the hotel guarantee AC on 365 days a year?
The absolute majority of hotels in Switzerland do not have any air conditioning. And it can get hot there in the summer time.
Things are different in Central Europe!
Secondly, you clearly are missing the point. Lastly, I'm not wasting any more time on your post
Apr 26, 2019, 2:03 pm
#7
Original Poster
Join Date: Nov 2007
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They failed to provide a feature of the room that you booked. I would want at least 1 nights points but equally I would have dealt with it on property at the time. By completing the stay and not requesting a move to another property / refund at the time it gives the hotel some indication you found the condition acceptable.
Retrospective compensation in situations like this is difficult and with Marriott currently probably not very forthcoming. A one night stay would have been different but the fact you tolerated it for 4 nights and only looking for compensation afterwards seriously weakens your position I am afraid.
Retrospective compensation in situations like this is difficult and with Marriott currently probably not very forthcoming. A one night stay would have been different but the fact you tolerated it for 4 nights and only looking for compensation afterwards seriously weakens your position I am afraid.
Apr 26, 2019, 3:35 pm
#8
Join Date: Sep 2006
Location: HNL
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Posts: 6,447
We recently stayed at a Marriott category 6 property in Paris (50,000 points per night), and the hotel’s Air Conditioning was inoperative throughout the entire hotel for our stay. It just so happened that it was near 80 degree temperatures during our 4 days there, and my room was a complete oven the entire time with little to no ventilation.
I'm a bit surprised you stuck it out 4 days - I'd be inclined to walk in the room, go back to the Front Desk, and as for another hotel immediately. Barring that - even if I wanted to see if it would be really bad and try a night, and if it turned out that bad, I certainly wouldn't stay more nights. That should have been your resolution - another hotel.
Apr 26, 2019, 3:35 pm
#9
Join Date: Apr 2000
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If a 5* hotel anywhere in the world cannot maintain a 20 degree Celsius room (around 69 Fahrenheit), then my family is not going to be happy. Lots of people need a cool room -- it's an expectation that is simply not that radical.
Apr 26, 2019, 3:44 pm
#10
Join Date: Nov 2008
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Were you able to open the windows, or were they fixed shut? Especially in this time of year that makes a big difference. I was in Paris last week too, with 26-28C during the day, had a lovely time btw, but in the evening, it got rather chilly, and cooled down to at the highest 16-17c. Just opening a window would have cooled down the room in a few minutes.
If the windows did not open you have a genuine complaint, but if they did, then I do not see the issue...
If the windows did not open you have a genuine complaint, but if they did, then I do not see the issue...
Apr 26, 2019, 3:52 pm
#11
Original Poster
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Were you able to open the windows, or were they fixed shut? Especially in this time of year that makes a big difference. I was in Paris last week too, with 26-28C during the day, had a lovely time btw, but in the evening, it got rather chilly, and cooled down to at the highest 16-17c. Just opening a window would have cooled down the room in a few minutes.
If the windows did not open you have a genuine complaint, but if they did, then I do not see the issue...
If the windows did not open you have a genuine complaint, but if they did, then I do not see the issue...
Yes, I could have moved- but I also had my parents staying in the hotel- and they were located in a more tolerable location of the bldg. where the breeze was a bit better and they are older and did not want to move. Otherwise I would have been out of there on the first day.
Apr 26, 2019, 4:20 pm
#12
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I agree you should get more compensation.
Was a fan at least offered? It can be some small solace if nothing else works like those windows
Was a fan at least offered? It can be some small solace if nothing else works like those windows
Apr 26, 2019, 6:33 pm
#13
Join Date: Aug 2018
Posts: 902
Quite to the contrary. In France, hotel ratings are highly regulated by the government and are awarded and regularly renewed by the tourism ministry after quite thorough inspections, whereas in other jurisdictions ratings are awarded by local industry self-regulatory boards, if not self-awarded by the properties themselves.
Last edited by MePlatPremier; Apr 26, 2019 at 11:30 pm
Apr 26, 2019, 9:15 pm
#14
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Apr 27, 2019, 2:00 am
#15
formerly fdemoulin
Join Date: Jun 2010
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Never heard of such a high temperate happening in Paris. Lower 40s is the maximum record, I assume.
Your expectation! Did the hotel guarantee AC on 365 days a year?
The absolute majority of hotels in Switzerland do not have any air conditioning. And it can get hot there in the summer time.
Things are different in Central Europe!
Your expectation! Did the hotel guarantee AC on 365 days a year?
The absolute majority of hotels in Switzerland do not have any air conditioning. And it can get hot there in the summer time.
Things are different in Central Europe!
last weekend was a mini heatwave and very unusual for Northern Europe. Most hotels only switch their systems from heating to air conditioning in May so this might explain it as the weather here in London was 28 degrees which is a record. Still assuming that this is an expensive hotel (aren’t all Paris hotels.) they should be able to adapt and switch the system over in cases like this