No Internet...
Aug 17, 2024 | 9:06 pm
#1
Original Poster
Join Date: Aug 2008
Location: Somewhere in Florida
Posts: 2,891
No Internet...
The Internet at the hotel I'm staying at died around 8am. Currently 11pm now. Looks like their on-site DNS server failed, but the telco's connection is up as I can ping 8.8.8.8 but not Google.com.
It's down for the whole property as the TVs in the lobby are showing No Internet on their screens. Ironically, YouTube on the room's TV system works, so it's an internal issue. The front desk was aware of it earlier when I mentioned it.
What's an appropriate compensation? I was planning on getting some work done over the weekend. I'm a lowly Plat but that also means it should be the "enhanced" Internet included in the deal.
It's down for the whole property as the TVs in the lobby are showing No Internet on their screens. Ironically, YouTube on the room's TV system works, so it's an internal issue. The front desk was aware of it earlier when I mentioned it.
What's an appropriate compensation? I was planning on getting some work done over the weekend. I'm a lowly Plat but that also means it should be the "enhanced" Internet included in the deal.
Aug 17, 2024 | 10:21 pm
#2
Join Date: Nov 2000
Location: Upcountry Maui, HI
Posts: 13,720
One million dollars. Don't settle for a penny less!
If they only knew who you are, they probably would have offered that proactively.
Thank you for the useful thread title and for letting us know which property is treating you like a gold instead of platinum.
If they only knew who you are, they probably would have offered that proactively.
Thank you for the useful thread title and for letting us know which property is treating you like a gold instead of platinum.
Last edited by LIH Prem; Aug 17, 2024 at 10:27 pm
Aug 17, 2024 | 10:25 pm
#3
Join Date: Jul 2004
Location: Live: IWI; Work: DCA/Everywhere; Play: LAS/SJU/MLE
Programs: AA EXP, DL PM, Hyatt Glob, Marriott Ambassador/LTP, Nat'l Exec Elite, LEYE Gold
Posts: 7,467
1. If you have a phone plan w/ hotspot and you can hotspot yourself at reasonable speeds, then a small amount of points for the inconvenience would seemingly be more than enough. Just use your own hotspot.
2. If you have to go buy a hotspot or whatnot and thereby incur reasonable costs to use wifi, then let a manager know and ask for an adjustment to your rate to offset those costs or something like 5-10k points.
If neither 1 nor 2 is an option and you need to work, if it were me, I would have checked out, gone somewhere else, and gotten an agreement not to charge me for today (i.e. for the night at which you're leaving at 11pm because the wifi still isn't working).
2. If you have to go buy a hotspot or whatnot and thereby incur reasonable costs to use wifi, then let a manager know and ask for an adjustment to your rate to offset those costs or something like 5-10k points.
If neither 1 nor 2 is an option and you need to work, if it were me, I would have checked out, gone somewhere else, and gotten an agreement not to charge me for today (i.e. for the night at which you're leaving at 11pm because the wifi still isn't working).
Aug 18, 2024 | 1:39 am
#4
Join Date: Jan 2010
Location: YYZ
Programs: AC SE 100K MM; Marriott Lifetime Titanium, Avis Presidents Club
Posts: 4,127
1. If you have a phone plan w/ hotspot and you can hotspot yourself at reasonable speeds, then a small amount of points for the inconvenience would seemingly be more than enough. Just use your own hotspot.
2. If you have to go buy a hotspot or whatnot and thereby incur reasonable costs to use wifi, then let a manager know and ask for an adjustment to your rate to offset those costs or something like 5-10k points.
If neither 1 nor 2 is an option and you need to work, if it were me, I would have checked out, gone somewhere else, and gotten an agreement not to charge me for today (i.e. for the night at which you're leaving at 11pm because the wifi still isn't working).
2. If you have to go buy a hotspot or whatnot and thereby incur reasonable costs to use wifi, then let a manager know and ask for an adjustment to your rate to offset those costs or something like 5-10k points.
If neither 1 nor 2 is an option and you need to work, if it were me, I would have checked out, gone somewhere else, and gotten an agreement not to charge me for today (i.e. for the night at which you're leaving at 11pm because the wifi still isn't working).
You could always read a book??
Aug 18, 2024 | 6:14 am
#5
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, AS MVP Gold, MR LTT, HH Dia, IHG Dia, Amex Plat
Posts: 37,473
Appropriate compensation? 1000 points? A free drink at the bar maybe?
Assuming you are posting this using cellular networks - use a hotspot instead?
Assuming you are posting this using cellular networks - use a hotspot instead?
Aug 18, 2024 | 10:59 am
#6
Join Date: Aug 2011
Location: Ontario, Canada
Programs: Accor Diamond, Bonvoy Titanium
Posts: 64
No wonder Marriott is going downhill. Why should they bother fixing things and offering a great customer service when so many people here defend them every time they screw up?
Aug 19, 2024 | 1:57 am
#8
Join Date: Jan 2010
Location: YYZ
Programs: AC SE 100K MM; Marriott Lifetime Titanium, Avis Presidents Club
Posts: 4,127
I don't think anyone's necessarily defending them any more than the OP is seemingly making a normal every day annoyance that we might all face in our own homes into a BIG deal because it happened at a hotel.
Aug 19, 2024 | 5:06 am
#9
FlyerTalk Evangelist
Join Date: Jan 2007
Location: BOS/UTH
Programs: AA LT PLT; QRPC PLT/OW EMD; Bonvoy LT Titanium
Posts: 14,585
Life isn't perfect. And every service failure isn't the result of negligence. Some people are more understanding of imperfections than others.
Aug 19, 2024 | 8:31 am
#10
Join Date: May 2022
Posts: 3,100
These sort of things happen. To me, the only compensation would be if you said you needed to check out early to check into a hotel where it works, they should let you out without penalty. If you have actual reasonable expenses maybe reimburse for that. Otherwise not much. Its out of their control.
If the pool pump broke they arent going to compensate you for no pool...I dont see this as any different
If the pool pump broke they arent going to compensate you for no pool...I dont see this as any different
Aug 19, 2024 | 4:51 pm
#12
FlyerTalk Evangelist
Join Date: Aug 2010
Location: CPH
Programs: UAMP S, TK M&S E (*G), Marriott LTP, IHG P, SK EBG
Posts: 12,781
Once I was at Hilton and we couldn't go online after arriving at the hotel. I was fully dependent on the hotel wifi because my mobile plan has roaming included but not unlimited and it was after midnight and I had a few things to sort out online. There were other issues with the property on top of the internet thing and HH Diamond desk refunded the points for the stay.
I'd say internet is like a hot shower and a clean bed nowadays - a basic necessity. Even Motel 6 has stable and free wifi.
I'd say internet is like a hot shower and a clean bed nowadays - a basic necessity. Even Motel 6 has stable and free wifi.
Aug 19, 2024 | 5:26 pm
#13
Join Date: Aug 2018
Posts: 916
If youre abroad buy a esim data plan. $50 can get you 30GB on a LTE/5G network and you can use your phone as a hotspot. Inform the hotel of your expense and tell them you expect some compensationmaybe youll get a free meal, maybe $$ off your bill or some 10k or 20k points.
Aug 19, 2024 | 6:00 pm
#14
Join Date: May 2009
Location: USA
Programs: Marriott Titanium -> United Silver
Posts: 1,509
I mean, we've had a recent thread here about someone seeking compensation for getting evacuated to a safer property because of a hurricane. Some people feel they are entitled to be reimbursed for any inconvenience.
Aug 19, 2024 | 6:07 pm
#15
FlyerTalk Evangelist
Join Date: May 2002
Location: NYC, USA
Programs: AA EXP 3MM, Lifetime Platinum, Marriott Titanium, HH Gold
Posts: 11,049
I always travel with a global WiFi hotspot in case of these situations. Now that the Starlink Mini is available, there are reports of folks traveling with their mini dish as well.
Don't expect compensation, especially since you are Plat and did not pay extra for the WiFi service. Everyone is being inconvenienced, including the staff. I'm sure they are working hard to resolve the situation as soon as possible.
Don't expect compensation, especially since you are Plat and did not pay extra for the WiFi service. Everyone is being inconvenienced, including the staff. I'm sure they are working hard to resolve the situation as soon as possible.