No hot water 2 out of 3 nights in Marriott Courtyard Prague Flora
#1
Original Poster
Join Date: Jul 2007
Location: Oslo, Norway
Programs: OK, BD, IHG IC/PC
Posts: 5
No hot water 2 out of 3 nights in Marriott Courtyard Prague Flora
Just wanted to hear your views on the level of compensation I was offered recently (just before dec holidays 2009) after a three-night stay at the Marriott Courtyard Prague Flora. I stayed Fri-Mon and the first warm shower I had was Monday morning just before checking out. There was no hot water in the hotel Saturday or Sunday. This weekend was a particularly chilly one in Prague with temperatures down to -15 C and needless to say I had a terrible stay freezing my butt off.
On check-out I asked for a full refund but was told this was not possible since the room was booked through a travel website. In the end I was offered 31 EUR compensation and took it. Still feeling cheated I wrote to Marriott and complained since I didn't feel like having this negative experience stick with me and having to post messages about it.... I received an email back from the hotel management saying I had already agreed to the compensation offered and that was it.
I am not a member of Marriott rewards programme and surely have no intention of joining either...! However I do believe that this particular customer handling incident possibly says more about Czech service attitude than Marriott in general.. Any comments would be welcome!
On check-out I asked for a full refund but was told this was not possible since the room was booked through a travel website. In the end I was offered 31 EUR compensation and took it. Still feeling cheated I wrote to Marriott and complained since I didn't feel like having this negative experience stick with me and having to post messages about it.... I received an email back from the hotel management saying I had already agreed to the compensation offered and that was it.
I am not a member of Marriott rewards programme and surely have no intention of joining either...! However I do believe that this particular customer handling incident possibly says more about Czech service attitude than Marriott in general.. Any comments would be welcome!
#2
Join Date: Feb 2009
Location: NC, USA
Programs: MR Plat, PC Plat
Posts: 163
Being a member of the Marriott rewards program might have given you some more clout when asking for compensation -- especially if you spend enough nights at hotels to earn status.
You should also complain to the site where you booked the travel. They may be able to negotiate on your behalf for better compensation.
You should also complain to the site where you booked the travel. They may be able to negotiate on your behalf for better compensation.
#3
Join Date: Oct 2008
Location: SWO
Programs: AA 2MM LTP;Marriott Platinum
Posts: 174
Sorry to hear about your troubles. It sounds like a very unpleasant stay.
Did you bring this up earlier in the stay or just upon checkout? If they knew or suspected that the hot water outage was going to be extended, you might have been able to press for them to put you up in an equal or better hotel. With these sorts of things I prefer not wait until checkout so start negotiating compensation.
Did you bring this up earlier in the stay or just upon checkout? If they knew or suspected that the hot water outage was going to be extended, you might have been able to press for them to put you up in an equal or better hotel. With these sorts of things I prefer not wait until checkout so start negotiating compensation.
#4
Original Poster
Join Date: Jul 2007
Location: Oslo, Norway
Programs: OK, BD, IHG IC/PC
Posts: 5
Thanks for your replies.
I have written to the web site where I made the booking, but I don't expect them to do a whole lot. Tried to read through their terms and conditions and it doesn't look promising
Having been a programme member would probably have made a difference.
I talked repeatedly to the hotel about the lack of hot water throughout Saturday and Sunday. They basically told me that they expected things to be worked out shortly and that it was external factors at work that the hotel had nothing to do with (apparently the local gas supply was not working). Of course now I know that next time I will demand to be moved to another hotel... Or just move out...
I have written to the web site where I made the booking, but I don't expect them to do a whole lot. Tried to read through their terms and conditions and it doesn't look promising
Having been a programme member would probably have made a difference.
I talked repeatedly to the hotel about the lack of hot water throughout Saturday and Sunday. They basically told me that they expected things to be worked out shortly and that it was external factors at work that the hotel had nothing to do with (apparently the local gas supply was not working). Of course now I know that next time I will demand to be moved to another hotel... Or just move out...
#5
Join Date: May 2005
Location: London, England, United Kingdom
Programs: Marriott (Lifetime Titantium), whatever other programs as benefits make sense.
Posts: 1,920
In America, water in shower heats you. In Soviet Russia, you heat water in shower.
(Sorry - completely off topic I know, and further realise that Prague was never part of the USSR... I couldn't resist though).
(Sorry - completely off topic I know, and further realise that Prague was never part of the USSR... I couldn't resist though).
#6
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,688
I've had no hot water in FS Marriott's in Houston last month and Kansas City a few days ago - hotel wide. Perhaps it part of corporate wide cutbacks? Like cut it way back in the overnight hours and the night janitor oversleeps and it can't keep up with the morning demand? Also having problems with the HVAC kicking off every am around 3am and 6am. Just my observations of late.
Last edited by joshua362; Jan 25, 2010 at 5:32 pm
#7
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 70,969
I've had no hot water in FS Marriott's in Houston last month and Kansas City a few days ago - hotel wide. Perhaps it part of corporate wide cutbacks? Like cut it way back in the overnight hours and the night janitor oversleeps and it can't keep up with the morning demand? Also having problems with the HVAC kicking off every am around 3am and 6am. Just my observations of late.
Cheers.
#8
Join Date: Oct 2001
Programs: LTP, PP
Posts: 8,688
But I'm not imagining 5 nights of shut off HVAC last week, it causes me to wake up in a cold sweat. I got to get to an engineer this week at the same hotel...