Compensation for room issues
#31
Join Date: Jan 2017
Programs: Marriott Lifetime Titanium, Hyatt Globalist
Posts: 2,195
If not a known problem, no compensation. Room change sufficient.
If known problem that is serious, then 1 night in points compensation. Always ask to talk to duty manager.
I almost never ask for compensation. Senior mgt usually know what to do. If they don't, move on. Not worth fighting for points.
If known problem that is serious, then 1 night in points compensation. Always ask to talk to duty manager.
I almost never ask for compensation. Senior mgt usually know what to do. If they don't, move on. Not worth fighting for points.
#32
FlyerTalk Evangelist
Join Date: Jul 2003
Location: Florida
Posts: 29,760
If not a known problem, no compensation. Room change sufficient.
If known problem that is serious, then 1 night in points compensation. Always ask to talk to duty manager.
I almost never ask for compensation. Senior mgt usually know what to do. If they don't, move on. Not worth fighting for points.
If known problem that is serious, then 1 night in points compensation. Always ask to talk to duty manager.
I almost never ask for compensation. Senior mgt usually know what to do. If they don't, move on. Not worth fighting for points.
Would also add, good GMs know what to do without being asked.
#33
Original Poster
Join Date: Oct 2019
Programs: Marriott Titanium, Hyatt Explorist, United Silver, American Airlines Platinum
Posts: 39
I emailed my complaint to the corporate Marriott email Sunday night and received a reply back from Vespera On Ocean Tuesday night. They issued a refund for the Saturday night of my two night stay (Friday & Saturday). I was extremely detailed within my email, even outlining minor things that that stood out to me during my stay in an effort to help them improve the overall consistency of their guest experience. Their response was really short in comparison and very generic, almost like a copy pasted response.
This was the best outcome for me and I'm glad they didn't low ball me. I was hoping to receive a more carefully tailored reply, and an explanation for the smoke issues. I could see myself visiting the property again, if they resolve the room issues and once the nearby construction is finished.
This was the best outcome for me and I'm glad they didn't low ball me. I was hoping to receive a more carefully tailored reply, and an explanation for the smoke issues. I could see myself visiting the property again, if they resolve the room issues and once the nearby construction is finished.
#34
Join Date: Dec 2003
Location: Redondo Beach, CA USA
Programs: UA 1KMM, Bonvoy LTE+A, HH D, Nat'l EE, Hertz Plat, Avis PC
Posts: 3,712
I'm like you, OP, I actually want to help hotels do better, not just get compensation and be on my way. I think you might have made a mistake by sending a detailed list of all problems and complaints--that makes it too easy for them to bin you as an "incessant complainer--let's give him a free night and make him go away". I probably would have written about the smoke causing two room changes, and then saying something like, "I spend a lot of time in hotels and noticed several other areas of potential improvement. If hotel management is interested, I'd be happy to give them some suggestions." Then, if they actually reached out, you'd know it's a property that actually cares about getting better. If not, well, that tells you something too...
#35
Join Date: Apr 2007
Location: Toronto, Ont., Canada
Programs: Aeroplan; Marriott Platinum; IHG Platinum; Best Western Diamond
Posts: 2,165
I think that this kind of behavior serves the same purpose as kidnapping. If the goal of Trip Advisor is to inform other guests, you've allowed the hotel to ransom your review for a sufficient number of points. You've benefited no one other than yourself by putting points in your pocket.
In a similar situation, I approached it slightly differently. I had a problem with a tour company which really ripped me off. In fact, I consider what they did to be pretty much predatory pricing and theft. I wrote them and told them that I was unhappy, but made no specific demand; and I also posted accurate, but very negative reviews on FT and Trip Advisor. Long and complicated story short, a couple of years later they offered a written apology along with an description of their complete replacement of senior management (which I verified on their website), and a full refund, in exchange for which I removed my negative posts at their request.
In a similar situation, I approached it slightly differently. I had a problem with a tour company which really ripped me off. In fact, I consider what they did to be pretty much predatory pricing and theft. I wrote them and told them that I was unhappy, but made no specific demand; and I also posted accurate, but very negative reviews on FT and Trip Advisor. Long and complicated story short, a couple of years later they offered a written apology along with an description of their complete replacement of senior management (which I verified on their website), and a full refund, in exchange for which I removed my negative posts at their request.
I did not initially contacted Marriott HQ myself. It was them who initiated to contact, and asked what kind of compensation I would like. I checked this forum and found someone else got 90k, so that's what I asked for, saying I haven't posted this experience in any public forum yet. I'll wait for response, before posting. When they offered 45k, and after a few days that they confirmed that's all they'd do, that's when I refused, and went ahead to post in TA. AT that time I also didn't know the seriousness of bed bugs, until our sister-in-law scolded at us, to wash all our clothes, clean our car, and check everywhere in our house to make sure no bed bugs followed us home from that hotel.
Good for you that you got changes to happen, and you chose to remove your negative review. But to compared to "kidnapping", hope you at least looked up what it means.
#36
Join Date: Dec 2000
Location: bay area, ca
Programs: UA plat, , aa plat, marriott LT titanium
Posts: 4,833
Even though you had a satisfactory outcome after some (too much?) effort I hope you post a review on tripadvisor (since Bonvoy no longer seems to send requests for reviews for stays for their own properties - or there too if you actually can). I'd certainly want to know about the smoke issue and noise that you mentioned about nearby construction. Not everyone reads ft but I do use ta (with some discretion) when deciding on hotels.
I emailed my complaint to the corporate Marriott email Sunday night and received a reply back from Vespera On Ocean Tuesday night. They issued a refund for the Saturday night of my two night stay (Friday & Saturday). I was extremely detailed within my email, even outlining minor things that that stood out to me during my stay in an effort to help them improve the overall consistency of their guest experience. Their response was really short in comparison and very generic, almost like a copy pasted response.
This was the best outcome for me and I'm glad they didn't low ball me. I was hoping to receive a more carefully tailored reply, and an explanation for the smoke issues. I could see myself visiting the property again, if they resolve the room issues and once the nearby construction is finished.
This was the best outcome for me and I'm glad they didn't low ball me. I was hoping to receive a more carefully tailored reply, and an explanation for the smoke issues. I could see myself visiting the property again, if they resolve the room issues and once the nearby construction is finished.
#37
Join Date: Dec 2005
Location: DFW
Programs: AA (Lifetime Gold, 1MM),UA(Premier Silver), Hilton(Diamond), Marriott (LTT), Hertz (PC)
Posts: 230
In my opinion OP deserves compensation
To me especially for a vacation OP has been severely inconvenienced and should receive some compensation for the trouble.
In 2019 I have been given compensation twice from two Courtyard frontdesk staff.
Case 1 A small dirty brownish spot on bed sheet.
Small but disgusting. Was given 5k points.
Case 2 Toilet not flushed resulting terrible smell of urine and maybe something else. 4k points.
In 2019 I have been given compensation twice from two Courtyard frontdesk staff.
Case 1 A small dirty brownish spot on bed sheet.
Small but disgusting. Was given 5k points.
Case 2 Toilet not flushed resulting terrible smell of urine and maybe something else. 4k points.
#38
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,753
But you're right; kidnap was the wrong word. Extortion was the word I was looking for. My mistake.
#39
Join Date: Apr 2011
Location: Treasure Coast, FL
Programs: DL Diamond, Marriott LT Plat, HH Diamond, Avis Preferred Plus, National Executive
Posts: 4,578
I stayed at a Springhill Suites in downtown Milwaukee, WI that was connected to a BBQ restaurant (Doc's Smokehouse) that had the same known issue when the restuarant opened. I believe it's been fixed now.
Personally I love the smell of a BBQ smoker or campfire so it didn't bother me at all. Did make me hungry though.
Personally I love the smell of a BBQ smoker or campfire so it didn't bother me at all. Did make me hungry though.
Last edited by apodo77; Nov 21, 2019 at 8:45 pm
#40
Join Date: Apr 2007
Location: Toronto, Ont., Canada
Programs: Aeroplan; Marriott Platinum; IHG Platinum; Best Western Diamond
Posts: 2,165
You didn't get bed bug bites all over your arm and shoulder, and neck, and face, and had to use cream for many days (because it hurts and it's itchy). You didn't wait for Marriott front desk to get someone confirm bed bugs, and filled out forms. You didn't have to pack and move to a smaller room. You didn't have to wash all your clothes, and clean your car, to ensure no more bed bugs followed, etc. You didn't search in Marriott forum on what others got as fair compensation. You are entitled to your opinion of what kidnapping is, or what extortion is vs what others considered fair compensation.
#41
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QR GLD; Bonvoy LT TIT
Posts: 12,753
You didn't get bed bug bites all over your arm and shoulder, and neck, and face, and had to use cream for many days (because it hurts and it's itchy). You didn't wait for Marriott front desk to get someone confirm bed bugs, and filled out forms. You didn't have to pack and move to a smaller room. You didn't have to wash all your clothes, and clean your car, to ensure no more bed bugs followed, etc. You didn't search in Marriott forum on what others got as fair compensation. You are entitled to your opinion of what kidnapping is, or what extortion is vs what others considered fair compensation.
Marriott HQ contacted me, said bed bugs are every where, but they'd like to offer compensation. They asked me what I'd like for compensation. I searched this Marriott forum and found others in similar situation got 90k. So I called and told them 90k, and won't write about this experience in public forums until I hear from them.
#42
Original Poster
Join Date: Oct 2019
Programs: Marriott Titanium, Hyatt Explorist, United Silver, American Airlines Platinum
Posts: 39
I have to side with yscleo on this one. However, how the situation is perceived is obviously subjective and people are free to choose whatever course of action they deem reasonable.
From my perspective, yscleo purchased the rights to use the hotel room when he booked the room. It is reasonable to assume that the room would be free of infestation and in usable condition. The fact that the room was not in usable condition deprived yscleo of his right to use said room (along with many other horrible repercussions). Yscleo gave the hotel the opportunity to make things right since the hotel was the one who did not hold up to their end of the agreement. The hotel had the obligation to make yscleo whole. The hotel failed to adequately compensate him (in his eyes) so he wrote a negative review. Hell, I'd say it was rather generous of him to even offer to NOT write a review. I personally would be livid if this happened to me, and would still voice my complaints through the appropriate channels online even if I was compensated.
Its not like he sought out Marriott specifically to try to unjustly enrich himself. It would be an entirely different scenario if he knew of the infestation before hand and threatened to publicize it the infestation unless he was provided something in return. I think it is a stretch to call this extortion.
I do plan on writing a review on Vespara with all the details of my experiences, good or bad, even though they compensated me.
From my perspective, yscleo purchased the rights to use the hotel room when he booked the room. It is reasonable to assume that the room would be free of infestation and in usable condition. The fact that the room was not in usable condition deprived yscleo of his right to use said room (along with many other horrible repercussions). Yscleo gave the hotel the opportunity to make things right since the hotel was the one who did not hold up to their end of the agreement. The hotel had the obligation to make yscleo whole. The hotel failed to adequately compensate him (in his eyes) so he wrote a negative review. Hell, I'd say it was rather generous of him to even offer to NOT write a review. I personally would be livid if this happened to me, and would still voice my complaints through the appropriate channels online even if I was compensated.
Its not like he sought out Marriott specifically to try to unjustly enrich himself. It would be an entirely different scenario if he knew of the infestation before hand and threatened to publicize it the infestation unless he was provided something in return. I think it is a stretch to call this extortion.
I do plan on writing a review on Vespara with all the details of my experiences, good or bad, even though they compensated me.
#43
Join Date: Feb 2019
Posts: 3,097
What would you guys do in my situation? I feel like the situation was mis-managed, and although the inconvenience was minor, they should have awarded me something as a courtesy. I'm most likely not going to mention anything, but I was wondering what you all think. Thanks!
What exactly would make you happy in this situation? Figure that out, then go to the manager, and ask for it.
#44
Original Poster
Join Date: Oct 2019
Programs: Marriott Titanium, Hyatt Explorist, United Silver, American Airlines Platinum
Posts: 39
I've provided updates on my situation, go take a look. You're late the party, the issue has been resolved.
#45
Join Date: Feb 2019
Posts: 3,097