Denied room choice at check-in Eugene, OR CY
 

Stayed here two weeks ago on 9/14 and upon check in the clerk said that they only had rooms with 2 queen beds available for my rate, even though my rez said 1 king bed. I decided not to fuss with her and spoke to the clerk in the morning. I told him about the room guarantee of $50.00 at which point he cut me off and said, let me get a manager. After waiting 10 min. he came back and said that he could refund my 1st night's stay or offer me 5000 points. I elected to get the points.

Well...I should have known better, no points have been credited to my account. To add insult to injury, the manager never came out of the office to talk to me. I've written to Marriott CS today, to see if they will credit me either the night's stay or give me the points.

Any other thoughts?

You can do what I did last week. I received such poor customer service at the Marriott County Hall (London) that on the weekend in the middle of my two week stay, I cancelled my reservation at the Marriott, enrolled in HHonors, took the short Jubilee Line ride to Green Park and stayed the last 6 days of my trip at the Hilton.

A lot of people posting on this forum have had very positive things to say about the Marriott County Hall. I would be curious to know what happened that was so bad it forced you to switch hotels and chains completely mid-stay.

Regards,

RIP...

First mistake, selecting a CY (and experiencing their wonderful we don't care attitude which I experienced all over before I gave the brand up many years ago).

Second mistake was declining the refund which had to be worth more than the $50 or 5000 points unless this was a $49 per night dump.

I figure 15,000 points is just about the minimum you can get a room night for (often 20,000 is the floor) so you traded the promise of a future 1/3 room night instead of a full night's refund!

No biggie, complain and move on ;)

This is too funny. I did the reverse. I am a Hilton Diamond and got so mad after two bad hotels that I switched to Marriott. This will be the first year in a decade I don't make 100 Hilton nights but will make Marriott platinum.

Fwiw, I've had great experiences at the Marriott County Hall.

All good thoughts. This is what I had thought, I should have had them refund the 1st night. Marriott CS sure has been quiet...no response so far. :confused:

Well don't sweat it - hard to make an on the fly decision between different "currencies" - that's the whole point of "points" - just remember cash is usually king...

I was in Eugene for the first last last Friday night for a concert - saw a RI on the edge of campus - most likely a better choice for next time...

Avoid the RI like the plague, their rooms stink, the 2nd floor smells like mold. I stayed there my first time around and switched to the CY, which is a much newer property.

Just wanted to update this thread...no points appeared on my MR statement. Called the elite line, got the issue escalated. Hotel Mgr. stated that it was an error that my travel agent made, which was a lie. He offered the 5000 points and two 50% off vouchers, in lieu of a refund for 1 night.

I will say that the elite line did go to bat for me. They are supposed to send me an email in another 3-5 days to check on my level of satisfaction. Just goes to show you that if you are treated poorly, escalate the issue, and be courteous, most of the time things will work out in your favor.

Good reason to have printout of reservation; to avoid the blame game on the TA.

BTW - f/u to make the sure 5K points post & you get the 50% off certs.

Cheers.

I'm hesitant to say because it might brand me as an unreasonable complainer! :D

My company's London office is at Canary Wharf. Normally I stay at the Marriott West India Quay. On this particular visit they were full so I opted for the County Hall as it is near a Jubilee Line station (Waterloo). The folks at the West India Quay Marriott have always been top notch.

I took a red eye and got to the hotel at about 9 a.m. Obviously, I didn't necessarily expect to have a room available that early but I asked anyway and sure enough they didn't. I finished my check in and gave them my cell phone number so that they could call me when the room was ready.

I strolled around town and checked in every two hours or so. I wasn't rude, I just asked if they had a room ready. They said that 'my' room wasn't ready. I told them that surely there was more than one room of my type. They said there was but they wouldn't change me to a room that was already clean because I was checked into a specific room.

Long story short, 'my' room wasn't ready until 3:30, 6.5 hours after checking in. They knew I was tired and that I wanted the first available room but they didn't care a lick. I fell asleep on one of the chairs right in front of the reception desk for about an hour. They knew I was tired and that I was waiting. When the room was finally ready they didn't even express any apologies for my having to wait so long.

Well, screw them.

fwiw, when I switched to the Hilton they didn't have a room available at Noon but called to check with housekeeping and were able to get me a room within 45 minutes, and they apologized for the wait.