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Marriott Burbank - No hot water at 6:00 this morning - Appropriate compensation?

Marriott Burbank - No hot water at 6:00 this morning - Appropriate compensation?

Old May 18, 19, 3:05 pm
  #16  
 
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Originally Posted by timfountain View Post
I was on a tight timeline. 7:00 departure and a 5:00 alarm with me rolling out of bed around 5:20. I dind't have the time to call down, but did mention it when I was checking out at around 5:50.
While I am not a "cut it close in the morning" guy myself, I understand this. But I think it's difficult to expect compensation when you don't try to immediately resolve the situation with the hotel.

Case in point. I recently had an issue with a three-night stay in Europe (not a Marriott). Day 1 AC not working, but it's not really that bad, so I didn't say anything. Day 2, AC not working, a little warmer and I call to the desk, who can't seem to get it set correctly and for some reason could not get anyone up to fix it (it was early afternoon). Day 3, the person who was supposed to come up and fix it didn't, I called repeatedly throughout the day. At about 5:00 it was 28 degrees in the room, which is way too much for my cold blood (and the windows could not open). Funny thing, it wasn't that hot out, but it was so stuffy in the hotel that the room just heated up. Hotel couldn't move me but kept offering me "cold drinks" from the bar. Staff was nice about it so I couldn't get very upset, but I still asked for compensation upon checkout, when they told me to write corporate, which I did and got the third night refunded. If I had not kept badgering them during the stay, I would never have asked.
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Old May 18, 19, 3:49 pm
  #17  
 
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Originally Posted by sbrower View Post
I seem to disagree with many people who think they are entitled to compensation.
If you don't get what you paid for, the portion of the cost should be refunded in one way or another. You pay for heat/air conditioning, a nice bed, a hot shower, towels, etc.

A $150 voucher credit won't sting a mult-billion dollar company.
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Old May 18, 19, 4:31 pm
  #18  
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Originally Posted by mikesyr18 View Post
If you don't get what you paid for, the portion of the cost should be refunded in one way or another. You pay for heat/air conditioning, a nice bed, a hot shower, towels, etc.

A $150 voucher credit won't sting a mult-billion dollar company.
But, isn't going to happen.
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Old May 18, 19, 5:20 pm
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Originally Posted by Often1 View Post
But, isn't going to happen.
Then Marriott is mismanaged. I'd rather please a frequent guest with $150 for their trouble than give up thousands if they decide to never use my brand again.
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Old May 18, 19, 8:42 pm
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Originally Posted by mikesyr18 View Post
..........give up thousands if they decide to never use my brand again.
Isn't gonna happen, either.
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Old May 19, 19, 1:45 am
  #21  
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Originally Posted by Oxon Flyer View Post
I think most of us would go for the ‘quick rinse’ option rather than ‘self-induced hypothermia’ when faced with a hot water failure like this ....
That was actually my first thought!

The comp issue I'll leave to others. As most have noted, it can vary.

Cheers.
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Old May 19, 19, 4:24 am
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It has happened to me several times over the years. Both Westin and Renaissance. Every time I got one nights stay worth of points without asking for compensation.

I agree about a hot shower being as fundamental to the room as a clean bed.

Alrhough I didn’t have to ask to get the points, I was a frequent stayer at these places.
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Old May 19, 19, 5:23 am
  #23  
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I had a 5 night stay at Westin Lagunamar Cancun a few years ago. The cold water tap in the shower dispensed hot water. The hot water tap dispensed scalding water. Hotel was sold out so they could not assign us to a new room. Repeated attempts by the hotel to fix the problem were only successful on the 4th day. (No idea how anyone ever used that room before.) I was refunded 20K of the 40K SPG points I used to pay for the room.
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Old May 19, 19, 5:28 am
  #24  
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Originally Posted by timfountain View Post
collective wisdom
BTW, in situations where there’s a localised HW outage in the room and it’s just not an option to miss your shower and time is limited, collective wisdom says a quick/pragmatic fix is to go straight down to the health club/pool and use their showers instead.

Originally Posted by sbrower View Post
I would, in many instances, expect not to be charged for my hotel night if there wasn't hot water for my shower.
Bit punchy though for a guest to expect the whole night to be comped when they haven’t bothered to report the issue and given the hotel the opportunity to investigate, fix or workaround the problem.
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Last edited by Oxon Flyer; May 19, 19 at 6:43 am
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Old May 19, 19, 7:45 am
  #25  
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Originally Posted by mikesyr18 View Post
Then Marriott is mismanaged. I'd rather please a frequent guest with $150 for their trouble than give up thousands if they decide to never use my brand again.
It still is not going to happen. Not at any of the major mid-market chains.
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Old May 19, 19, 2:22 pm
  #26  
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Originally Posted by Oxon Flyer View Post
Bit punchy though for a guest to expect the whole night to be comped when they haven’t bothered to report the issue and given the hotel the opportunity to investigate, fix or workaround the problem.
I am not saying that anyone needs to agree with me. But I don't leave a lot of time when I am ready to take my shower and go (often to court leaving at 8am). If the shower isn't hot I didn't get what I expected.
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Old May 19, 19, 2:34 pm
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I had a similar problem at the Courtyard in downtown Phoenix several months ago. I called after the stay and got 35,000 points, equivalent to the going rate for the hotel (I paid cash on corporate rate). I'm Titanium, if it matters.

In my situation, it was not just no hot water...no water at all. Just a bare trickle enough to brush my teeth and wash my face. I tried to call down to report it, but I also then learned that the phone in my room didn't work. As I was leaving for the day, I let the front desk know and got a "Yeah, it is the whole hotel. Sorry." No real concern for the fact that no one could shower...and no indication of when it would be corrected. It did get fixed that night, but there was never any communication/real apology from the hotel management about the situation. An email/note under the door would have gone a long way. I also mentioned it at check out and got no reaction. I finally called Marriott CS when I got home. The water thing happens, but the communication was the tipping point. As a contrast, the Westin Lake Mary/Orlando North was going to shut water down for a couple of hours overnight last week and notified all guests.
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Old May 19, 19, 4:56 pm
  #28  
 
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Originally Posted by timfountain View Post
I was on a tight timeline. 7:00 departure and a 5:00 alarm with me rolling out of bed around 5:20. I dind't have the time to call down, but did mention it when I was checking out at around 5:50.
I once worked at a hotel where the pilot light would go out a couple of times each year. Our engineering staff checked it at the start of every shift. But between those scheduled checks, we relied on guests (and employees in the kitchen) to report the problem.

I have no clue how the Marriott in Burbank heats their water. But, where I worked it only took 10-15 minutes between the time of reporting until hot water returned to the guest rooms. I get that people are sometimes rushed. Honestly, it's a probably a 45 second phone call.
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Old May 20, 19, 6:31 am
  #29  
 
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I once had this water coming out of the bathroom faucet at a holiday inn. Got moved, new room had same issue. Complained to desk, complained to IHG, got nothing. Front desk would not even give me a bottle of water. Thanks IHG!
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Old May 20, 19, 6:48 am
  #30  
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Originally Posted by margarita girl View Post
I had a 5 night stay at Westin Lagunamar Cancun a few years ago. The cold water tap in the shower dispensed hot water. The hot water tap dispensed scalding water.
That can happen in ultra hot climates. Try taking a shower at Al Mourjan in July!


Originally Posted by DCAFly View Post
I once had this water coming out of the bathroom faucet at a holiday inn. Got moved, new room had same issue. Complained to desk, complained to IHG, got nothing. Front desk would not even give me a bottle of water. Thanks IHG!
Did the water clear up after sitting for a few minutes? It already looks slightly clearer nearer the bottom than the top. That happens from time to time. It's tiny gas bubbles in the water.
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