a new low or just continued poor performance?
 

I have noticed a major decline in the service/competence of the Marriott desk staff over the last 6 months

I am amazed as I thought with the economy being down, that Marriott would be in a position to hirebrighter/inteligent people - but I continue to be proven wrong

So on Thursday night I check in at the courtyard - newark, CA
I give the clerk a $50 BB. He looks at it and tells me its no good. I ask why? He says the cert is only good for 2 day stays and I am staying for 3 days so it's not valid. I tell him to check with the manager and get back to me.

I will be asking my boss to push for a new hotel chain when this contract is up!!

I wouldn't blame the whole Marriott chain on the basis of one Courtyard employee.

Maybe I am just lucky but in my last few Marriott stays (Ren Walnut Creek, SF Marquis, Marriott Dayton, Marriott Cincy North) I have found the front desk staffs to be universally outstanding - almost like the good ol' days!

Thats just the last stay

I have them going back for the last 6 stays

e.g. the stay before

check in at the newark, new jersey courtyard
give a $50 BB, it says residence inn on the front (where it was earned)
line 1 on the back says its good at any marriott except execstay

check in agent cant figure it out

the next day i get a call from the front desk
they say it cant be used
i tell them to turn it over and read the directions

get a call an hour later
they tell me it cant be used
so i call and talk to the manager
(or someone who said they were the manager)
they say they will take care of it

manager calls me back
says it cant be used because it says residence inn on the front

so at checkout icall the manger
he apologixes since his staff cant read directions


unfortunatly i have even more stories of ignorance

The BB's I've used in the past, for the most part, have been processed correctly. The biggest problem I've had to deal with is the B1G1 Free night EEO is not processed correctly. Very few times have I used one where the bill at check-out correctly processed that coupon.

Personally, I wonder if part of the problem is Marriott's systems might be a bit complex, confusing, or just hard to use. If you add to that type of system an environment with a high-turnover rate, you are asking to cause your customers problems.

We always print 2 copies of our B1G1 and give one on check-in and then have the duplicate for the end of the stay when they can't find the one we gave to them when we checked in.

There is a way to go in and change the rates for each night of the stay in Marriott's PMS but it is not well known to employees (certainly wasn't taught to me at any point except by a fellow night auditor) and possibly set up such that not all front desk employees have access to it (I'm not sure as since I was night audit I had access to the full system). Perhaps better training or more trust in the employees would allow for these to be processed more easily.

It's actually very simple to change the rate in both PMS & Fosse, you just select the rate and change it...if you have the access in MARSHA it's just as easy

Poorly trained FDR's and Jr. Managers are nothing new at Marriott Properties.
Some folks have even refered to these folks as "Chimps" :p

I wasn't speaking of day of changes in rate plan (obviously this just involves changing the rate on the main screen although one must also remember to change the rate code as well or it will throw off revenue numbers) but rather speaking of changing the rates in the reservation to automatically change the rate on a given day. In regards to MARSHA, keyword is IF you have access, which many front desk employees don't.

still not that difficult to accomplish via either PMS or FOSSE...a much better system than the old days where it was manual with a R2 code

And some people lose all credibility despite otherwise interesting posts when they use that highly offensive word in such a context. @:-)

I have never has an EEO processed corectly. Always have to go to the desk on check out and present another one.

I always have to explain the EEO's. I don't sweat it too much: it's a great benefit and I've never left a property without having a correct bill. I just know it will take a few minutes for me to explain it.

The old Premium Pounds certificates were far worse. Many Marriott employees had never heard of British pounds or the concept of different people in the world using different currencies. On a few occasions, I would use either a USA Today or a WSJ to explain it. Sometimes I'd leave without getting those posted right and have to call later and get it worked out.

The ironic part is that there are some Marriott properties out there where I find the front desk staff more knowledgeable, educated, and competent than I've ever seen at other brands. Ren Chancery Court, Marriott Seattle Waterfront, Mayflower Ren in DC - those are just three off the top of my head where everybody in the hotel seems to take pride in doing their jobs very well.

I agree

no need for him to put down chimps like that

I never said that it was difficult just that it is not well known to front desk employees and not every front desk employee has access to it ;)

Hee Hee:D

AH yes, the old R2....at least it WORKED!!

i will never get why 30% of the hotels i stay in can set up the rate change, 20% have no clue what i'm talking about and 50% say they can't change the rate, and/or can't link 2 ressies into one.....heck i could probably go behind the desk and figure out how to do it and it's been YEARS since i worked for marriott!

I had a third night free code I booked online. At the end of the stay, I went to the desk because the third night had not been removed from my bill. The lady told me my rate had been divided out to already include the free night.

I gave her my printed confirmation and it says the third night will be taking off at the end of stay.

She says I'm reading it wrong.

I tell her to take the third night off my bill like the reservation says.

She said I'm already discounted.

I ask for a manager.

She goes in the back room. She comes back and says as a courtesy to me being an elite member of Marriott, they will take off the third night.

Umm...at that time, I'd had 6 nights that year and it was June! I have never been up passed silver!

And my husband calls me paranoid...I always make copies of important stuff!

Jessej, Maybe you should avoid Marriotts in all cities named Newark? :)

I'm sure you could...it's not difficult :)

not just newark

last month i was at the Marriott in Winston Salem

I went with a friend, and prior to arrival, we each made reservations using an EEO cert.

So i get to the hotel, they have no idea waht the EEO cert is, I tell them to call the number. On the next day i have a meesage from reservations telling me they have figured it out. Fine - i think. But at check out something is screwy. The first night is free, but the second night is paid. I instantly know something is wrong. The desk says they will take care of it.

So 3 days later i check my marriott rewards balance. 40,000 points are gone. Since the staff at the W-S marriott couldnt figutre out what the EEO cert was, they just arbirtrarily deducted 40k points from my acct.

So i wrote and complained. 20k points were returned and i was told the marriott rewards people couldnt do anything else about my other 20k points.
So I wrote and complained agoiin. About 3 weeks later the last 20k was returned to my account. I am still checing my credit card every day to make sure they dont try to add the free day back onto my card.

I have put the winston-salem marriott on my never to stay at again list.

Do i need to go into the week before that in Atlanta?

Assuming that the OP's profile is correct (Gold), it is odd that, short of the occasional annoying situation, my considerably larger number of night haven't yielded nearly as many "new lows".

Golly, that would be annoying. Almost as annoying as people that don't run spell check or even bother to correct the most glaring typos when posting strongly worded condemnations of the intelligence of others.

You know, I have to concur with the BG. Unless pushed, they don't want to do anything that creates work.

Case in point, as PLT, Monday, I check in for Mon night and ask if my Corp rate can be extended to Fri as I couldn't do it on Marriott.com (only 1 night was available) Of course, they can do it but not on the CL floor as I requested well in advance. A (senior FD?) FD on staff call me by name and suddenly my 4 day stay is OK where I want it (top floor as pre requested).

Ironically, the CL breakfast offerings was so poor that that every breakfast was done at the restaurant below!

Marriott's performance has plunged
 

And I'm not talking about hard things. I'm talking about:

1. Lack of recognition of elite status. Remember when Platinum's use to get a 'thank you for staying' note in your room, as well as your "platinum perk"? Now I usually get a grunt and the check-in clerk saying something like 'what do you want as your perk, points or free bottle of water' ". Gee, I feel special.

2. Remember when you use to get a newspaper at your door when you stayed at the Courtyard. That is now hit and miss (mostly miss), even though my profile clearly states the request.

I'm closing in on the end of the year and have stayed about 160 nights in hotels this year, only 60 of which have been in Marriott. In past years, I have made an effort to book mainly with Marriott, this year it's been with their competitors. Granted, none are much better than Marriott, but as I am not elite with them, I wouldn't expect more.


In this economy, I would think that companies would try to keep their best customers. Guess I'm wrong...