Niagara Falls/Ontario Courtyard called police for requesting welcome gift guarantee
Nov 25, 2022, 3:57 pm
#46
Join Date: May 2002
Programs: AAdvantage Platinum, United Silver, Marriott Titanium Elite
Posts: 2,276
To me it wasn't the sum that mattered, it was the principle of the matter. Ideally I also wouldn't have had to die on this hill but the Marriott elite guarantee specifically requires us to bring this up in person at the property (I assume through asking to speak to the GM) vs dismissing it and submitting a complaint to corporate later.
Please keep us posted how this plays out.
Ideally, after you bring this to the attention of Customer Service, you would be reimbursed for the F&B charges that were added to your folio (up to $10 USD equivalent); you would receive compensation as published in the Terms & Conditions ($50 USD equivalent); you would receive a sincere written apology (as any ethical business that cares about service recovery would do); and you would receive additional, appropriate compensation (probably in the form of Marriott Bonvoy points) for the aggravation caused by the hotel.
And all this would happen quickly without too much additional time and effort.
Sadly, some people on this forum have had other experiences, including protracted battles, which can include being told to work it out with the hotel (after the hotel has said to work it out with Marriott).
Let's hope that the hotel learns from this experience and properly provides all published Elite benefits to future guests.
Nov 25, 2022, 4:41 pm
#47
Join Date: Mar 2005
Location: out my front door 60 min prior to IAH flight until they increased the check in time to 45 min
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Nov 25, 2022, 4:52 pm
#48
Join Date: May 2009
Location: EUG
Programs: AS MVP, AA MM, HH Diamond, MR Gold
Posts: 8,220
I think the most absurd part is that the SAME person originally told the OP it was OK to take stuff from the pantry to equal whatever the credit was, and then retracted it.
If he had been apologetic in any way "I'm so sorry, I thought that was OK, but I found out it wasn't" instead of "I'm calling the cops because you're shoplifting", this thread would not exist.
And if he had been apologetic, if the OP's next question was "OK, with the restaurant closed, what ARE my options" things could have been different, too. If at that point he had said "nothing, you are SOL", then I would have just walked away and complained to Marriott.
The OP is still out the value of what he took (charged for it), so NO, he didn't get what he was entitled to, he still is owed not only that money back but also the value of the benefit.
If he had been apologetic in any way "I'm so sorry, I thought that was OK, but I found out it wasn't" instead of "I'm calling the cops because you're shoplifting", this thread would not exist.
And if he had been apologetic, if the OP's next question was "OK, with the restaurant closed, what ARE my options" things could have been different, too. If at that point he had said "nothing, you are SOL", then I would have just walked away and complained to Marriott.
The OP is still out the value of what he took (charged for it), so NO, he didn't get what he was entitled to, he still is owed not only that money back but also the value of the benefit.
Nov 25, 2022, 5:35 pm
#49
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What kind of hotel defaults to threatening their guests with calling the police on a guest trying to use their elite status benefits? A hotel that needs a serious attitude adjustment and a lesson in how to handle disputes and misunderstandings about elite status benefits.
Last edited by hhoope01; Nov 27, 2022 at 6:10 am Reason: Removed quote and response to now deleted off-topic post
Nov 25, 2022, 5:52 pm
#50
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In what way is my comment political? I am only stating a fact.
Think about it from the front desk's point of view, and it's freaky to work as a front desk - hotels are open 24h and there's cash inside every hotel. We were only hearing op's side of the story. It sounded excessive if someone talking in a normal conversation led to involving the police.
Think about it from the front desk's point of view, and it's freaky to work as a front desk - hotels are open 24h and there's cash inside every hotel. We were only hearing op's side of the story. It sounded excessive if someone talking in a normal conversation led to involving the police.
Nov 25, 2022, 7:22 pm
#51
Join Date: Mar 2003
Location: Pittsburgh, PA, USA
Programs: MR LT Titanium, IHG Plat.,UA Premier Silver, & PA/OH Turnpike Million Miler
Posts: 2,316
There definitey is a pont where keeping an argent or engaging our interlocutor any further is no longer advisable, especially when what’s at stake is a petty amount of money.
For $10 I would not keep my conversation with the FDA after he had threatened with police. It’s not woth the aggravation.
For $10 I would not keep my conversation with the FDA after he had threatened with police. It’s not woth the aggravation.
--Jon
Nov 25, 2022, 7:49 pm
#56
Join Date: Nov 1999
Location: SoCal; DO-RAGS: Old Gold tagged, PIP, LatPass 1/2, AA 4MM, HH LT Diamond, Marriott Titanium/LT Plat, Omni
Posts: 9,180
Too true, but like a train wreck it’s hard to look away.
it is easy to Monday morning quarterback, but I like to think if I had the time and an unwillingness to be bullied I’d invite the the agent to call the cops suggesting that he call the GM and hotel’s general counsel while making calls. Undoubtedly I’m relying on my White man’s privilege, bonafides and that I could probably get my corporate attorney on the phone in short notice, so of course everyone’s mileage may vary. Or depending on mood, I’d just pay the $10 and blow the whole thing off: the voice of reason.
it is easy to Monday morning quarterback, but I like to think if I had the time and an unwillingness to be bullied I’d invite the the agent to call the cops suggesting that he call the GM and hotel’s general counsel while making calls. Undoubtedly I’m relying on my White man’s privilege, bonafides and that I could probably get my corporate attorney on the phone in short notice, so of course everyone’s mileage may vary. Or depending on mood, I’d just pay the $10 and blow the whole thing off: the voice of reason.
Nov 25, 2022, 7:55 pm
#57
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,308
Nov 25, 2022, 8:24 pm
#58
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
Not in the least. Is this small sum the hill you wish to die on?
And…due to a number of incidents occurring in hotels over the past year, people workin front desk will not hesitate to call the police if they feel threatened. I don’t blame them. Choosing to argue when you’ve been told to take it up with corporate is a poor choice.
And…due to a number of incidents occurring in hotels over the past year, people workin front desk will not hesitate to call the police if they feel threatened. I don’t blame them. Choosing to argue when you’ve been told to take it up with corporate is a poor choice.
Nov 25, 2022, 8:28 pm
#59
Join Date: Dec 2018
Location: Bounding Around The Good 'Ole USA In My Chevrolet
Programs: UA Gold
Posts: 381
And firing is not going to happen.