I wanted to share an experience I'm working with now and get some feedback from fellow FTers...

I am getting married next year and I would like to use a very convenient Marriott for my out of town guests. Keep in mind there is also a very convenient Hilton there as well. This past Sunday I called both the Marriott National Group Sales and the local Marriott's Sales Manager and left voicemails looking for information for my upcoming event. I knew full well that they would not be open the Sunday evening I called. On Monday I received an email from Marriott's National Group Sales asking for a bit more information. I responded that evening and answered the few standard questions she had. This morning, I received an email from her once more thanking me for my inquiry and letting me know the sales manager would be reaching out to me with more information. This was the same Sales Manager I had left a voicemail for this past Sunday but never heard back. 2 minutes after the National Sales person's email came over, an email from the local Marriott's Sales Manager came over with literally the following 2 sentences:

"We have 10 rooms available at a rate of $119 per night.

My assistant *****, will be sending you a proposal tomorrow or Monday."

She never asked for any information on the number of people I anticipated, my needs, any special requests, nothing. The entire email was just those two sentences. Meanwhile I went online and found that I can book 1 room at that price "Elite rate" or up to 25 rooms with at $129 ($10 higher). All done online. Anything below 80% of the # of rooms requested, I would have to pay for, but I can basically generate my own proposal for $10 more online. I can book any # from 1-25 at this price. If I try to book 26 it changes to "request information" instead of actually selecting the hotel.

I plan on responding to the Sales Manager explaining that if possible we could use more rooms as we are having a large wedding with many of the guests coming from out of town. Is it completely irrational of me to be a little perturbed by the local Sales Manager's handling of this? Initially no response. Then a very short response after National contacted her. Then an offer that had no bearing on my needs or wants and no indication that she cared. What if I only wanted 5 rooms? What if I was hoping for 50? I guess, being in sales, I just don't feel like this was handled properly. I know I'm completely overreacting and I haven't even contacted the Sales Manager back to give her a chance to rectify the matter... My thought is, she's probably earning a commission on this booking why would I give it to her when I can do it myself online for $10 more? Why don't I book the 10 from her for $10 cheaper and do the rest online? I need more rooms than 10 but she has no idea my needs or wants.... I even priced out the FS Hilton vs this RI and the FS Hilton is $119 for 25 online. I haven't contacted the Hilton Sales Manager yet.

Sorry for the long post, I just checked my email and I guess this is just my knee jerk reaction....

Anyone had any other experiences working with a Sales Manager at a local Marriott? I'm trying to give them business (which they obviously have room for based on their website)... Why does I feel like I'm being a nuisance to the Sales Manager? and I KNOW I'm overreacting to such a small thing... but it's just weird to me. I'm PP not that it makes a difference...

few things to know here

1) Marriott has recently moved most of their sales team to regional sales offices - this gives the freedom to the sale managers to handle a clients needs anywhere in the world however it also has some drawbacks (the jury is still out as it just recently completed it's rollout - the rest of the industry is watching closely)

2) Hotels have tons of history of various types of groups and offer room blocks according to this history which is why they are offering only 10 rooms, typically if you need more than 10 the hotel will be willing to offer them but they are trying to prevent holding a large number of having only a few of them "picked up" (used)

Now with the above said you have every right to expect a personal telephone call to discuss your needs - unfortunately this didn't happen (even with the new system it's suppose to happen), I'd reach out and express your displeasure at the initial contacts you've had

This does not sound like Marriott's "Spirit to Serve". I would think a sales manager, oh, maybe since booking this kind of thing is THEIR JOB would express more enthusiasm and professionalism. I hope the situation will turn around, that you'll have a wonderful wedding, and that your guests will be really happy with your hotel choice.

Thanks for the replies guys. Very interesting scorates... I received my proposal and plan on responding to the effect that while I appreciate the proposal, if they had inquired about my needs they would see that I am actually looking for quite a few more hotel rooms if available. We'll see what ends up happening. Regardless, I will be looking into booking myself online, with the FS Hilton 2 blocks away and discussing further with Marriott's Sales Manager... You'd think they'd give this a moments thought, but it appears like I'm just another person asking to book a hotel room... oh well

Just as a follow up... I received a call from the Sales Manager's "assistant". Due to work schedules we have been playing phone tag. That being said, I am still shocked at the tact Marriott is taking. Below is the latest email I've received:

"I know we keep missing each other. I can offer you ten rooms for April 20 and ten rooms for April 21, 2012. Once you have filled up the ten rooms I can add more rooms based on availability. I can also discount parking to $5 per day. Please let me know if you would like to go ahead and book the rooms.

Thanks

XXXXXXX XXXXXXXXX
Sales Coordinator"

I pose this question... When I can book as many rooms as I want for $10 more or the exact same rate with AAA (I am a member), and with Marriott's cancellation policy of the day of... Why wouldn't I book the 50+ rooms I need, and cancel them as/if people cancel with me? A bit more of a pain in the ... for me and the bride, but if we say rooms need to be taken care of within a week of the wedding, that still gives me 6 days of wiggle room. If they had just blocked off a reasonable number of rooms instead of taking the tactic of we'll give you 10 rooms and if I actually use them they will give me more 1 at a time I'd be all set, but they didn't...

I guess my question is... Why do I need them with Marriott's fantastic cancellation policy? Not that I would, but what's to stop me from booking their entire hotel and then cancelling the day of? I'm obviously not going to do that but I'm very disappointed with the way I'm being given the run around. I think I'm just going to book the 50 rooms (in the name of the people) that I know I'll need (at least) and if/when I end up not needing them, cancelling them with no recourse. I haven't received a formal proposal but I can almost guarantee there will be an 80% occupancy tie-in. Why deal with it when I don't have to?

Am I missing something? Any input would be GREATLY appreciated!

just a note regarding AAA - you must be able to produce 1 car for ever 2 rooms reserved