Yep. They are booking meal packages as well. :(

OP Im sorry I just dont get you. If it was me yes Id want Compensation but Id make my exit from that place even faster and stay elsewhere

Typically, I would. However, I was already in my room and unpacked. The hotel is right next door to my client and the hotel to which they wanted to walk me was near the airport, a twenty to thirty minute round trip.

Besides the lurkers, you may consider contacting the hotel owners; https://applehospitalityreit.com/. They might be interested in how poorly their property is being managed. Dropping a dime to their investor relations could raise some awareness.

Save your meal receipts and claim the $100.00 cash Lounge Access Guarantee before leaving the property.

Jeez, what a mess. The property DID need a renovation, but they surely could have communicated it better...

For what it's worth, the Hilton across the street is quite nice.

I like this a lot. Thank you! I have already contact White Lodging, the management company.

I pointed out this rule to the GM. That's when he indicated that he was not "prepared to compensate" me at this time. I also mentioned this to Marriott Customer Service, and the agent to whom I spoke did not seem to care, either. This is what leads me to believe that the Terms and Conditions are not actually binding on the property managers. :(

Yes, it badly needed renovation. Thanks for the Hilton recommendation.

Now I wouldn't do this (wink) a couple anonymous calls wouldn't hurt like Dept of health or osha.

Wow, OP, this really is ridiculous. I've given up fighting most Marriott errors (missing welcome points, green choice points, CS points, etc...) but I'd fight this one on principle. No notice on the website, still selling rooms with dining included, selling rooms with club access...and yet no club, no restaurant...nothing. And the offer to relocate you to the airport is no offer at all. The distance is not fun outside of rush hour - and just painful during rush hour.

If they're going to walk you, there's a Delta, Residence Inn and Courtyard downtown if they want to keep it in the family. Otherwise, there's an Omni and the Hilton which are very nice - and a bunch of great boutique hotels too.

The nicest MB property in Richmond is the Westin out West a bit. I would that over the Marriott any day, even if it's not as convenient.

I heard back from my PM to Lurker. As the message was private, I will not share it verbatim, but in summary, he offered to follow up with the property about their lack of lounge and restaurant and nothing more. I therefore conclude that he seems quite content to let this particular issue play out within Marriott’s usual process. I also inferred that he thinks I should be equally content with 10,000 points that Marriott Customer Service threw my way.

A clue: I’m not content. At all. The reason not being the points but rather White Lodging (once again) being clueless about their responsibilities in terms of the Bonvoy program, refusing to honor its terms, and Marriott’s reluctance to hold White Lodging accountable. I am also not content that Marriott seems unconcerned that this property is failing to inform anyone in advance that the property is under renovation and has VERY limited service, all while charging their usual rates. Oh, and they’re selling packages that include services that they are unable to provide.

It is extremely disappointing to hear about the OP experience with trying to get the guarantee honored. 10k points is not nearly enough compensation for what the OP has experienced so far. I would suggest the OP continue to escalate the complaint to someone in Marriott’s corporate HQ. If they refuse to honor the cash guarantee for access to the executive lounge, you might want to contest that amount with your credit card company.

I’m going to continue to stay at Marriott properties when they work with my travel plans, but I will not accept the subpar customer service that seems to be on offer now. I expect this will lead to some huge confrontation down the road for me, and I have every intention of kicking someone’s ... until it gets resolved if that happens.

This might be useful. :)

Arne Sorenson, CEO [email protected]
David Flueck, senior vice president of loyalty [email protected]
Justin Biermann, director of loyalty product strategy [email protected]
Guest Experience Supervisor Escalation guestexperiencesupervisor.escalation...tt-service.com