Compensation?
 

Hi, I recently stayed at the Renaissance Vendome, using points + cash. On our first afternoon of arriving (05/30/19) we noticed that the thermostat was not working in the room. The following day, as the temperatures outside rose to the high 80s, we raised the issue with the hotel, who stated it was being worked on. The offered bottle drinks and a fan. The next day, as the temperature grew higher, we were offered more fans, and more bottled water. On Saturday, we were told we could move to another room on Sunday when it became available. After consideration, since we were leaving 5 am Monday morning, we felt better not switching rooms just for the night.



Based upon a review on Trip Advisor, it appears the hotel was aware of the issue prior to our stay, but made no mention of it. Apparently this issue impacted other rooms as well.



In addition, Friday morning (05/31), we tried using the elevator. I am disabled, and use a motorized wheelchair. Our room was on the 4th floor. After a few minutes, I noticed the elevator was not operating. My travel partner went downstairs to check with the hotel. They said the elevator was being serviced. There was no notice from staff given my situation of the circumstances. Only after 30-45 minutes did the hotel offer to allow me to use the service elevator, which was 5 feet from the other elevator.



I feel given the category of hotel, that the service was subpar. Yet, other than bottled water and fans, we received zero compensation. Should I expect further compensation? Thanks

It will be difficult to pry additional compensation but if you write to the manager you'll likely receive some sort of verbal guarantee of an upgrade or extra perks on your next stay.

Alternatively, they may throw those valuable BONVOY points at you.

- I suggest to bring this to attention of the Bonvoy twitter team (if there is one?). Something like amount of points equal to 1 free night stay at that hotel would be proper in my opinion. Good luck.

That may be very wishful thinking, but anything is possible.

- I had a similar problem with air con during my summer stay in one of the Radisson Blue hotels in France last summer. Initially, hotel brought an extra bottle of water... After a note on Twitter, the compensation was in points to cover one night stay. I was GLD with Radisson at that time. Shall we assume that Marriott cares about the guests more than Radisson?

A polite, properly written complaint letter should yield points equivalent to one free night.

Ha! No.

Assume the worst, hope for the best.

Quick update: The hotel ended up comping 60,000 points (one night stay).

That is a good result.

But, as a general matter, I never wait when there is an issue of significance. I politely but firmly ask to be moved on the spot. This often results in a substantial upgrade when the property is close to full.