Appreciated customer service
#1
Original Poster
Join Date: Dec 2009
Location: MID
Programs: Delta Skymiles Lifetime Silver, Delta MM, Lifetime Marriott Plat, Lifetime Hilton Honors Diamond
Posts: 366
Appreciated customer service
I'm currently a Hilton Diamond logging around 170 nights a year but was a Marriott Platinum for many years and they have maintained me at Silver even though I haven't stayed at Marriott properties for a few years (I'm on long term projects and Hilton's have been the most convenient properties over that time). I'm going to Germany in a couple of weeks and had some Reward nights booked at a couple of Marriott properties including the Courtyard by Marriott Frankfurt Messe. This was to be my last night of a two week trip and all I wanted was a place near the airport to sleep the night before my flight. A couple of weeks ago I got an email from Marriott Europe that this property was leaving the Marriott chain but they would still honor my reward stay. A week later I got another email that they were moving me to the Frankfurt Marriott Hotel which is a much higher end property but at the same reward points I had booked my Courtyard stay at. It was still fairly close to the airport so I was OK with that but my only issue was the parking fee was 27 euros vs. the 10 at Courtyard so I emailed them back and asked if they would honor the Courtyard fee. The response was they couldn't because the parking garage was a public garage not affiliated with Marriott. So, I decided to try another angle and ask for access to the concierge lounge for a free breakfast and they agreed! Very nice job Marriott! You'll definitely be getting my business back the first chance I get!

