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How to escalate a complaint with customer service?

How to escalate a complaint with customer service?

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Old Jul 10, 19, 6:45 pm
  #16  
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Originally Posted by ajamieson View Post
4. Even in the case of resorts, properties must offer late checkout if it is available; this hotel sells late checkout for a fee. While itís not guaranteed at resorts, If itís available for sale, itís available for elites. Those are the rules.
Where did you find those rules?

In general I do have sympathy as Marriott usually now do seem to refuse to open tickets for service issues (I canít even get resolution on basic issues as an Ambassador), but in this case itís not clear what the OP really wants - there donít seem to be any open issues for his stay, and expecting corporate to tell you theyíve fixed systematic issues for a hypothetical future stay is always a big ask.

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Old Jul 10, 19, 7:29 pm
  #17  
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I'm not sure just what you would complain about:
Originally Posted by ajamieson View Post
1. Yes, the hotel agreed after the complaint to credit both the missing stays, in compliance with the T&Cs.
So the hotel didn't do what it was supposed to, you called them on it, and it got fixed.


Originally Posted by ajamieson View Post
And yes, the hotel agreed after the complaint to credit the missing welcome amenity from both stays.
So the hotel didn't do what it was supposed to, you called them on it, and it got fixed.


Originally Posted by ajamieson View Post
2. Yes, the hotel granted Club Access each time after a brief argument about whether Platinums should have access.
So the hotel didn't do what it was supposed to, you called them on it, and it got fixed.


Originally Posted by ajamieson View Post
3. Both stays I was refused the upgrade despite screengrabs of the website showing all the various categories of ‘available’ rooms available. Both times the hotel then offered the upgraded room on the second day when the rooms manager showed up for work. It’s more the dishonesty and hassle that I don’t appreciate.
So the hotel didn't do what it was supposed to, you called them on it, and it got fixed.


Originally Posted by ajamieson View Post
4. Even in the case of resorts, properties must offer late checkout if it is available; this hotel sells late checkout for a fee. While it’s not guaranteed at resorts, If it’s available for sale, it’s available for elites. Those are the rules. Yes, I eventually got my 1pm and 2pm checkout requests on each stay this year, after more argument.
So the hotel didn't do what it was supposed to, you called them on it, and it got fixed.


Your real complaint here is that you wouldn't have received what you were entitled to without asking (arguing/demanding/whatever). But there's no remedy for your problems because once you asserted yourself, you got what you were supposed to. So what you're really saying to Marriott is, -- Just wanted to let you guys know what's going on here. Yes? I'm sorry to say this, but Marriott won't care. The only thing you can really do is take your business elsewhere. But you said that you like the hotel; so you really have to decide if the additional hassle is worth staying at this property.
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Old Jul 10, 19, 8:19 pm
  #18  
 
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Originally Posted by ajamieson
1. Yes, the hotel agreed after the complaint to credit both the missing stays, in compliance with the T&Cs. And yes, the hotel agreed after the complaint to credit the missing welcome amenity from both stays.
This is not a hotel issue. Itís a IT issue as itís the system that does the posting once the stay is completed. It might be the case that stays donít post correctly because the hotel is coding the rates incorrectly or some other mistake (I had that happen to me with a LC property that would code BRG rates as ďlocally negotiated ratesĒ which are not eligible). In any case, the remedy for that is to get a folio for your stay and submit it to Marriottóthey will fix it.

2. Yes, the hotel granted Club Access each time after a brief argument about whether Platinums should have access.
After the merger there was a discussion whether elites were no longer entitled to lounge access at resorts and I believe Marriott had several sheraton resorts close their lounges. But if it is a sheraton and it has a lounge, youíre entitled to use it. Apparently, you got to use it.

3. Both stays I was refused the upgrade despite screengrabs of the website showing all the various categories of Ďavailableí rooms available. Both times the hotel then offered the upgraded room on the second day when the rooms manager showed up for work. Itís more the dishonesty and hassle that I donít appreciate.
This is always a tricky issue because online inventory does not always equate to real inventory, as weíve been told numerous times here on FT.

4. Even in the case of resorts, properties must offer late checkout if it is available; this hotel sells late checkout for a fee. While itís not guaranteed at resorts, If itís available for sale, itís available for elites. Those are the rules. Yes, I eventually got my 1pm and 2pm checkout requests on each stay this year, after more argument.
Although that appears to have been the case with SPG (at least according to some posts by the lurkers), I am fairly confident that is no longer the case with Bonvoy. Resorts are not required to give late check-out to elites if there is availability. They may offer it as a courtesy ó and as a longtime guest I would definitely expect that courtesy.

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Old Jul 11, 19, 12:55 am
  #19  
 
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Originally Posted by ajamieson View Post
Not sure I understand. If a hotel is consistently failing to deliver any elite benefits, that's the single issue. It's not going to be fixed by the hotel, but by Marriott Bonvoy. There's a systemic problem here and I can't get past "well, we credited the missing points."
The vast majority of chain hotels are franchises. While you may think that Marriott (or any other chain) has the power to fix problems at a franchise hotel, they really don't. The hotel and the chain are two separate business entities with a marketing agreement. The chain simply doesn't have the ability to force any hotel to make operational changes.

That said, there are penalties built into the franchise agreement. In order to remain a Marriott-flagged property, a hotel must have X complaints or less every year. But, how complaints are measured can vary. For example, if a guest complains to corporate that she or he legitimately wasn't offered an upgrade and the hotel lies and says it was offered, corporate will almost certainly not penalize the hotel because they don't know it was a lie. Essentially, the hotel gets the benefit of the doubt.

So the answer to your titular question is that you can't really escalate. Essentially, escalation is merely corporate sending the complaint back to the hotel. The only real exception is if the complaint is related to a life safety issue.

Unless you have irrefutable proof that a hotel is telling lies, your best course of action is to post public reviews and stay elsewhere.

Note: The above information is based on working in both franchise and corporate-owned hotels. It is a macro-level description of how the hotel industry functions. It is not how I think the hotel industry should function.
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Old Jul 11, 19, 6:56 am
  #20  
 
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IMHO consistency is important especially for high level elites who tend to spend a big chuck of their lives in hotel rooms. When benefits are published, they should be honored consistently. Having to argue for every benefit you earn through your loyalty to the brand is not a good way to start a trip. I loved the pre-merger Marriott and stayed there when it had property in areas I visited. As a leisure traveler, it doesn't happen often. As a lowly Gold, I used to consistently get benefits as published including breakfasts and upgrades without arguments. Now I am not so sure. After reading all the complains on FT, I have decided to book my next 7 night Marriott stay though Hotels.com which consistently gives me 10% return in form of free nights. I have received many surprise upgrades and welcome gifts (although not as generous as Marriott did for me) because of my gold status with Hotels.com. Had the new Marriott been more consistent in applying benefits promised, I would have continued to book directly on Marriott.com to enjoy benefits promised to a lowly Gold. The commissions saved should be enough to pay for the benefits promised.
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Old Jul 11, 19, 7:49 am
  #21  
 
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You can't. I've stopped trying.

​​I've given up
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Old Jul 11, 19, 8:05 am
  #22  
 
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Originally Posted by ajamieson View Post
Sheraton La Caleta Tenerife, Spain.
Yikes, I'm staying there for 5 nights at the end of this month. I've yet to book my flights; I'll re-consider my options
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Old Jul 11, 19, 11:04 am
  #23  
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Originally Posted by Dr. HFH View Post
Your real complaint here is that you wouldn't have received what you were entitled to without asking (arguing/demanding/whatever). I'm sorry to say this, but Marriott won't care.
Yes, as stated earlier, that was exactly my complaint to Marriott. Instead of acknowledging the systemic issue, they offered it back to the hotel who responded with a lot of guff about what happened when, half of which was false. So no, Marriott doesn't care.
Originally Posted by SHLTP
You can't. I've stopped trying. ​​I've given up

Originally Posted by MePlatPremier
I am fairly confident that is no longer the case
You're fairly wrong but it seems this hotel isn't concerned either way.
Originally Posted by ilove2fly
Having to argue for every benefit you earn through your loyalty to the brand is not a good way to start a trip
Bingo! It's not the little things, it's the attitude behind it. If the hotel doesn't want to be in Bonvoy it should leave; sounds like it would save them a lot of hassle.
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Old Jul 11, 19, 11:52 am
  #24  
 
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Originally Posted by Dr. HFH View Post
I'm not sure just what you would complain about:
So the hotel didn't do what it was supposed to, you called them on it, and it got fixed.


So the hotel didn't do what it was supposed to, you called them on it, and it got fixed.


So the hotel didn't do what it was supposed to, you called them on it, and it got fixed.


So the hotel didn't do what it was supposed to, you called them on it, and it got fixed.


So the hotel didn't do what it was supposed to, you called them on it, and it got fixed.


Your real complaint here is that you wouldn't have received what you were entitled to without asking (arguing/demanding/whatever). But there's no remedy for your problems because once you asserted yourself, you got what you were supposed to. So what you're really saying to Marriott is, -- Just wanted to let you guys know what's going on here. Yes? I'm sorry to say this, but Marriott won't care. The only thing you can really do is take your business elsewhere. But you said that you like the hotel; so you really have to decide if the additional hassle is worth staying at this property.
You should not need to kick and scream and fight for benefits you are entitled to. I think that is the point here and I agree with it 100%.

I hate when I have to do that. It is a complete waste of my time and I value my time. I end up aggravated and not focusing on either the business I am there for or the vacation I am supposed to enjoy. It's just bad business on the part of the hotel and Marriott should be aware. I understand that the property is a franchise and Marriott cannot exercise direct control over what they do. But the property must have a reason to want to be branded a Marriott property. Consistent issues with any customers, and especially elite members, should cause them to lose their franchise status. So the complaint can and should be made even if there is no compensation.
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Old Jul 11, 19, 12:14 pm
  #25  
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Since Marriott Corp Customer Care seems to inept, in the rare times I've needed to sort through an issue the property couldn't solve I used the Better Business Bureau of Maryland to resolve my cases. It seems the BBB has someone they are in direct touch with at Marriott who quickly resolved the issue so it would post as 'resolved' with the BBB.
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Old Jul 11, 19, 12:15 pm
  #26  
 
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Originally Posted by ajamieson View Post

You're fairly wrong but it seems this hotel isn't concerned either way.
Care to share what is your source for that? Or did you just pull that one out of thin air? Itís definitely not on the T&Cs or on any of Bonvoyís published materials that if a resort is willing to provide late checkout for a fee it must allow for free to plats and above.
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Old Jul 11, 19, 7:02 pm
  #27  
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Originally Posted by MW147 View Post
You should not need to kick and scream and fight for benefits you are entitled to. I think that is the point here and I agree with it 100%.

I hate when I have to do that. It is a complete waste of my time and I value my time. I end up aggravated and not focusing on either the business I am there for or the vacation I am supposed to enjoy. It's just bad business on the part of the hotel and Marriott should be aware. I understand that the property is a franchise and Marriott cannot exercise direct control over what they do. But the property must have a reason to want to be branded a Marriott property. Consistent issues with any customers, and especially elite members, should cause them to lose their franchise status. So the complaint can and should be made even if there is no compensation.
I don't disagree. My point was that there's nothing that the OP didn't get that s/he was supposed to. So a complaint to Marriott will be along the lines of, "Just wanted to let you guys know...." I stand by my earlier statement. Marriott won't care.
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