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Ultimate Reservation Guarantee is a Scam - Accused Us of Exaggeration

Ultimate Reservation Guarantee is a Scam - Accused Us of Exaggeration

Old Dec 8, 19, 11:27 am
  #1  
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Ultimate Reservation Guarantee is a Scam - Accused Us of Exaggeration

Posted in Insiders, but thought I'd post here too.

Lady stayed at the King of Prussia Hotels | Sheraton Valley Forge Hotel and what a nightmare that was:
  1. Checked in at 12:30am with an agent
  2. Found calcified water stain in suite stretching from bedroom to living room and confirmed by security guard on duty
  3. Offered to stay in the room - in a cot, in a different room, and the security guard recommended against that.
  4. Room was unlivable - as verified by the staff and security guard.
  5. Asked for options and agent was supremely unhelpful and untrained ("deer in headlights") only saying that the hotel was full. Agent called general reservations line and then, an hour later, showed up at ResInn Exton.
  6. ResInn Exton says no vacancy and then sent Lady to another hotel (Courtyard Exton) and arrives after another hour - it's now 2:30am.

Thus: two hour delay, hour or so wasted commuting in the morning, hundreds of dollars spent on Lyft rides.

We expect Marriott to honor the Ultimate Reservation Guarantee - Elite Member Benefits Guarantee | Marriott Bonvoy for $200 and 90,000 points from SVF, and $100 and 90,000 points from ResInn Exton.

What's happened since:
  1. ResInn Exton sent 90,000 points immediately and promised the $100 check to us (after a little followup). They were apologetic, and I appreciated their getting back to me.
  2. SVF denied URG, provided only 25,000 points.
    1. When I called later and spoke with VIP ambassador (during my honeymoon, no less) he accused Lady of "embellishing" the events, and kept reiterating that she "chose to leave" - even though the staff advised her against staying and they declared the room unlivable.
    2. I emailed Arne Sorenson and any other C-suite marriott person I could find trying to file a formal complaint against the property and the VIP ambassador, but they just blew it off, forwarding the email to the GM of SVF, who responded basically saying tough luck you got 25,000 points and a refund for the night (that she didn't stay!)
Any thoughts? Sheraton Valley Forge, their management, VIP ambassador, GM, etc. scammed her out of 90,000 points and a $200 check. If Marriott provides a room that isn't livable the reservation is not honored. Per the T&C if they do not honor the reservation "we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience".

Extremely frustrating experience, especially with the woefully undertrained staff making life more difficult in wee hours of the morning, and a VIP ambassador who clearly does not care at all about guests or guest experience, instead going full combative and accusatory.

If anyone has any thoughts or suggestions on how to resolve this situation that would be fantastic. My lady is Titanium status and is going for the same this year, but even if she were staying for a Marriott for the first time nobody deserves to be treated this way!
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Old Dec 8, 19, 1:46 pm
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So wait, you got 90k points and $100? ... now you want it twice? Really?

I find the above amusing ... all I can say a water stain would not make me want to switch hotels in the middle of the night ...
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Old Dec 8, 19, 2:10 pm
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next time stay in the room, don;t take the advice of the security guard
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Old Dec 8, 19, 4:21 pm
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Originally Posted by cfischer View Post
So wait, you got 90k points and $100? ... now you want it twice? Really?

I find the above amusing ... all I can say a water stain would not make me want to switch hotels in the middle of the night ...

Got an unlivable first hotel room so walked from there, and walked from second hotel, so yes. All we want is a clean livable hotel room but they could not accommodate.
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Old Dec 8, 19, 5:02 pm
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Forgive me but what’s calcified water stains. I mean I know what it is but I can’t picture it in this instance stretching across the room.
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Old Dec 8, 19, 6:12 pm
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Need more info on the stain. If it was just a stain and dry then I’d make do given the circumstances and then ask for remuneration in the morning.

asking for URG twice is absolutely hilarious regardless of the reason.
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Old Dec 8, 19, 6:14 pm
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Originally Posted by myperks View Post
Forgive me but what’s calcified water stains. I mean I know what it is but I can’t picture it in this instance stretching across the room.
To me, calcified water stain would imply that the water has dried, so I don't understand why the room/suite is uninhabitable unless there's also mold/mildew.

If the "lady" only has Titanium status, why is she talking with a (VIP?) Ambassador at all?
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Last edited by MSPeconomist; Dec 9, 19 at 6:52 pm
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Old Dec 8, 19, 8:08 pm
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Sheraton Valley Forge Hotel to Residence Inn Exton is 20 minutes drive
Residence Inn to Courtyard Exton is 15 minutes drive

you should also ask Lyft to reimburse the hundreds of dollars fare, what a scam
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Old Dec 8, 19, 9:12 pm
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It is interesting in this age of smart phones, (Even hold flip phones have cameras) that no one seems to be able to take pictures of the problem before coming on here and complaining. Just saying.
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Old Dec 8, 19, 10:06 pm
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Originally Posted by dragonfang196 View Post
When I called later and spoke with VIP ambassador (during my honeymoon, no less) he accused Lady of "embellishing" the events, and kept reiterating that she "chose to leave" - even though the staff advised her against staying and they declared the room unlivable... My lady is Titanium status and is going for the same this year, but even if she were staying for a Marriott for the first time nobody deserves to be treated this way!
Wait. You had to deal with this horror on your honeymoon? Where was Lady?
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Old Dec 9, 19, 12:43 am
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Originally Posted by cfischer View Post
So wait, you got 90k points and $100? ... now you want it twice? Really?
This.


Originally Posted by Collierkr View Post
... asking for URG twice is absolutely hilarious regardless of the reason.
And this.


And, as is often the case with threads like this, I expect that there's more to this story.
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Old Dec 9, 19, 3:23 am
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Did you get a refund of your suite at the Sheraton? Did you pay for your room at the Courtyard?

I think it's fair you pay for the Courtyard room since you actually spent the night there and then get one time Ultimate Reservation guarantee.

Try to claim the transport if you have receipts - I haven't tried Lyft but my experience with Uber is not so great, I ended up paying 30% more than the price they quoted, if it's half an hour ride and you use a big lyft (if you have a lot of bags), then it could easily end up with a $50 dollar ride one way.
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Old Dec 9, 19, 3:42 am
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Originally Posted by Dr. HFH View Post
This.


And this.


And, as is often the case with threads like this, I expect that there's more to this story.
Agreed. There must be more to this story. A calcified water stain is not toxic nor dangerous. Perhaps unsightly but hard to imagine that requires a hotel move in the middle of the night.

Hundreds of dollars in Lyft rides seems an exaggeration as well.

OP - please explain or provide pictures if you want us to take your gripe more seriously.
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Old Dec 9, 19, 4:28 am
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12:30am checkin to a room with a stained carpet. Get into bed, go to sleep, there’s bigger things to worry about, it could take a couple of hours and cab rides and who wants all that hassle. It’s a water stain!
Oh and the title of this thread is that the “Ultimate Guarantee is a scam” - even though the one hotel that didn’t honour the reservation, the Residence Inn, actually paid out on it.
This is clearly a Hyperbole rant thread - I wonder where the truth actually lies? Because the title here is definitely NOT the truth - dragonfang you need to be aware that by your own admission the Ultimate Reservation Guarantee isn’t a scam, it paid out! You said so!
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Old Dec 9, 19, 4:53 am
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Originally Posted by dragonfang196 View Post
Posted in Insiders, but thought I'd post here too.

Lady stayed at the King of Prussia Hotels | Sheraton Valley Forge Hotel and what a nightmare that was:
  1. Checked in at 12:30am with an agent
  2. Found calcified water stain in suite stretching from bedroom to living room and confirmed by security guard on duty
  3. Offered to stay in the room - in a cot, in a different room, and the security guard recommended against that.
  4. Room was unlivable - as verified by the staff and security guard.
  5. Asked for options and agent was supremely unhelpful and untrained ("deer in headlights") only saying that the hotel was full. Agent called general reservations line and then, an hour later, showed up at ResInn Exton.
  6. ResInn Exton says no vacancy and then sent Lady to another hotel (Courtyard Exton) and arrives after another hour - it's now 2:30am.

Thus: two hour delay, hour or so wasted commuting in the morning, hundreds of dollars spent on Lyft rides.

We expect Marriott to honor the Ultimate Reservation Guarantee - Elite Member Benefits Guarantee | Marriott Bonvoy for $200 and 90,000 points from SVF, and $100 and 90,000 points from ResInn Exton.

What's happened since:
  1. ResInn Exton sent 90,000 points immediately and promised the $100 check to us (after a little followup). They were apologetic, and I appreciated their getting back to me.
  2. SVF denied URG, provided only 25,000 points.
    1. When I called later and spoke with VIP ambassador (during my honeymoon, no less) he accused Lady of "embellishing" the events, and kept reiterating that she "chose to leave" - even though the staff advised her against staying and they declared the room unlivable.
    2. I emailed Arne Sorenson and any other C-suite marriott person I could find trying to file a formal complaint against the property and the VIP ambassador, but they just blew it off, forwarding the email to the GM of SVF, who responded basically saying tough luck you got 25,000 points and a refund for the night (that she didn't stay!)
Any thoughts? Sheraton Valley Forge, their management, VIP ambassador, GM, etc. scammed her out of 90,000 points and a $200 check. If Marriott provides a room that isn't livable the reservation is not honored. Per the T&C if they do not honor the reservation "we’ll pay for your accommodations that night at a nearby hotel and compensate you for the inconvenience".

Extremely frustrating experience, especially with the woefully undertrained staff making life more difficult in wee hours of the morning, and a VIP ambassador who clearly does not care at all about guests or guest experience, instead going full combative and accusatory.

If anyone has any thoughts or suggestions on how to resolve this situation that would be fantastic. My lady is Titanium status and is going for the same this year, but even if she were staying for a Marriott for the first time nobody deserves to be treated this way!
I'm very confused by your email, maybe there's a language issue, so bear with me.

You showed up at a hotel in the middle of the night with an agent (like FBI or travel agent?) or do you mean the front desk staff? I ask because later you speak of a 'lady' like she's your client. Are you the travel agent?

Not sure what a calcified water stain is, or how a security guard is qualified to claim that a room is 'unliveable' because of a water stain.

But the hotel is otherwise full and you or the 'lady' were walked to another hotel. The time of night is irrelevant, as this could just as easily have happened in the afternoon.

The points were refunded but you want them again? Why? The whole thing sounds embellished and exaggerated to me.
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