Okay, here's an interesting situation.....

I booked my dad at the San Antonio Marriott Riverwalk for Nov 5 to 8, at a non refundable AARP rate of $140 per night.

Since that time, a cheaper AARP rate (at the same Marriott) of $79 is available for the first two nights, and a regular rate of $159 is available for the last night.

I called Marriott to see if they could adjust the rate and was referred to Guest Relations. I get this really rude woman who starts telling me that it is my fault since I booked it on the internet. I was quite offended, because booking on the internet had nothing to do with it. The $79 rate never existed when I first booked. She says she cannot help me since it is an internet reservation and tells me to read the rules next time. (Excuse me, I know it is non refundable....but I didn't know the price would drop..)

I speak with her supervisor, Adam. He keeps saying to me that the rate is non refundable and doesn't allow changes. I explain to Adam that I am not changing the hotel or dates, but just want to change the rate. Adam says changing the rate is the same as changing the reservation.

Then, I explain to Adam that I felt that by prepaying, and agreeing to no refunds, I would be getting the best deal. He told me that perception was nonsense, and that in no way, shape, or form, did Marriott guarantee that the rate wouldn't drop. He expalined hotels can change rates at any time.

Adam then keeps saying I agreed to pay $140. Yes, Adam, I agreed to pay $140 because it was the best available rate, but now the rate has dropped. I feel cheated because I prepaid a rate that dropped. He says he cannot help me.

I explain that airlines give a travel voucher when fares drop on a non-refundable ticket. He says Marriott is not an airline and that he will not give me gift certificates.

I finally explain that I booked with Marriott because of its "rational pricing" -- i.e. there is a reason for the rates being the way they are. See, unlike other unnamed chains, you can't really "negotiate" rates at Marriott, but you can get discounts through prepaying, being a member of AARP, etc. He said he had never heard of "rational pricing". (Geez, scary when a guest relations supervisor knows less about a company's business practices than a customer...) I explained to Adam that I made a trade-off prepaying, booking in advance, and agreeing to no refunds, and that I expected the best price.

Basically, Adam was a jerk, and very unhelpful. He kept telling me that I messed up and was unfairly blaming Marriott. (Excuse me-- how did I mess up?)

It doesn't help that my dad has no status with Marriott. And he also has a guest relations file. (He complained after the Renaissance in Vienna refused to honor the free breakfast that was part of the rate, and all Marriott Guest Relations could do was blame him for not arguing with the hotel. They eventually gave him some breakfast vouchers, but only good in the USA.)

Basically, I am so fed up with crappy service from hotels, that I do all my bookings through Priceline these days. If I am going to get lousy service, then I certainly don't want to be paying much. This experience just reaffirms that.

As I told Adam, legally Marriott owes me nothing. But Marriott has now taught me that I am rolling the dice by booking a non refundable rate (even if I am 150% sure I am going to stay). If I am going to roll the dice, I am going to use Priceline...and pay much, much less..

From what I knew about Marriott, I expected the opposite. I thought they wanted me as the customer to feel good about the transaction, and if the price dropped, they would give me an adjustment.

I want to pursue it, and am sure Guest Relations is the wrong route, since Adam has obviously documented the reservation. I think the hotel might help me out, but it really is a corporate issue.

I am stunned that Marriott would be so unfair to a customer who booked in advance, especially since they are lauded for their so called "rational pricing"....

das, sorry to hear it. A similar situation has happened to me in the past -- not as much of a difference, but I booked a non-refundable rate at the Dearborn Marriott and then found a cheaper refundable rate. I thought nothing of it -- I took the risk by booking a nonrefundable rate and I lost money.

At least all the nonref rates I've ever booked with are charged immediately to my CC, so in this case you are asking the hotel to credit your CC back.. I can see why that would be difficult for them to do.

If Adam and the rest of the crew was rude, then of course that's not acceptable. However, personally if I was in the same position I wouldn't expect anything.

I'm probably alone in my thinking but I think the hotel is in the right here. Just my $.02

Thanks for your opinion.

Basically, it's my fault for being greedy and booking a $140 non refundable rate when a refundable rate of $159 was available.

Like most service organizations, Marriott doesn't realize that customers sometimes make mistakes and greatly appreciates help recovering from those mistakes. (And even though I was asking for assistance, I really wasn't trying to violate the SPIRIT of the rules...)

As a customer, I am routinely subjected to mistakes by Marriott which I am forced to accept. For example, I had my room service order lost once and didn't even get an apology when I complained, just an offer to put my order in again.

I guess I expected too much from Marriott. When I'm treated like that as a customer, my brand loyalty (not that I ever had any) evaporates...so next time it is back to Priceline!! At least it's interesting trying out Westin, Sheraton, Hilton, Wyndham, etc. I hardly ever get to stay in the same hotel twice with Priceline.

delete

For what it's worth, I book nonrefundable pay-in-advance rates ONLY when I can save a whole lot of money! For $19/night, I would never do it. The risk is too great for such a small reward.

Bruce

You are entirely correct on buying the $19 "insurance". I always pick up the $50 travel insurance when I buy a package to Las Vegas, because I've had to use it once and it saved me a lot of money. It has to be a huge savings to pay non-refundable upfront.

I don't know how buying through Priceline is "better". At least in this case you knew what you were getting in advance for your non-refundable dollars.

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"Welcome to Mister Internet's Neighborhood..."

well ... if the prices, in the meantime, would have gone up, we would be perfectly happy and we all would laugh if the hotel then would try to increase our prepaid non-refundable-rate.

Mister Internet,

I basically agree with you, except for one minor quibble:

I am a long-time Platinum Marquis member of Marriott Rewards, and I don't get extraordinarily good treatment. I am treated courteously and generally -- but not always -- get the upgrades, etc., to which I am entitled by virtue of my status, but no bowing and scraping, that's for sure! What do they do for you?

Bruce

What part of "non-refundable" do you not understand?

Well it sounds like I am not alone in my thinking Yeah, only saving $19 really wouldn't be worth it in my book, but hey.. that's a personal call.

I'm a Platinum too for three years now. I'm always treated pretty good; a couple of times I've gotten free breakfast (not just what I get for being Platinum, but a full free breakfast) and a couple of times they've waved no-show charges -- in these cases I knew the hotel wasn't sold out at any rate so they didn't 'lose' any business because of me.

Marriott is the chain of consistency.. they are consistantly good -- sometimes great, but most often just good and dependable.

This case is not an issue of "blame" or "fault" and those words should not be assigned either to Marriott or to das. It is simply an example of Marriott applying the rules of a given rate. It is not all that unusual for non-refundable rates to change, although I, too, have never seen rate changes of that magnitude... greater than 50% reducation on an already reduced AARP rate.

My own instinct would be to call customer service, explain the situation and ask for an adjustment. I would then simply accept the answer.

But if das' account is accurate, an agent's rudeness in saying it is his "fault" because of "buying on the internet" is entirely out of place. And we have been reading increasingly of such rudeness. Is this really a growing trend with Marriott ? I hope not. I have always felt their customer service was extremely professional, and that has been their hallmark. Let's hope it is not being eroded by full hotels, lots of business and booming times.

First of all, what is the difference between Platinum and Platinum Marquis?

Secondly, I'm not referring to bowing and scraping, whatever that is... phenomenal service, to me, is being serviced in a manner well over and above what I was *expecting*. In this definition, Marriott has performed every time.

(as a side note, i don't know about your Marq. Plat. rules or whatever, but as a PLT, we're not entitled to an upgrade unless there is an open upgradeable room. It is based on availability and status, not merely status. I have ALWAYS gotten upgrades when they are available, they've even done my bookings two and three weeks ahead of time so as to get me into a Jacuzzi suite before it was actually purchased by someone else.)

Anyway, I'm not sure exactly what bowing and scraping is supposed to entail, but I never assume that I am a god due to my status. I have found that assuming yourself to be important becase of your status more often than not alienates employees and makes them NOT want to go out of their way for you.

did that answer your question?



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"Welcome to Mister Internet's Neighborhood..."

Mister Internet,

I wasn't trying to imply that I expect or demand extraordinary service, I just wondered about your use of the word "phenomenal" with regard to your experience. Since my service is just ordinary most of the time, I wondered how yours was so much better. But it sounds like you and I are treated about the same.

The "Marquis" term was used in the old Marriott Honored Guest program, now replaced by Marriott Rewards. I guess they stopped using it, but I didn't notice.

"Bowing and scraping" is an idiomatic expression referring to the treatment that old-time Asian rulers demanded from their subjects. It's not what I receive, but neither do I expect it.

Hope that clears things up!

Bruce

Seems like you all think I am trying to get something for nothing, and am trying to circumvent rules.

I have had several airlines (AA and UA in particular) cheerfully adjust non refundable tickets when prices dropped by issuing a travel voucher. No problem, no escalation to a supervisor.

I don't usually bother with adjusting tickets when fares drop, except if it's a huge drop. With Marriott, it's a huge drop....close to 50%. And I am not asking for a refund, but just some kind of adjustment.

As far as the rude Guest Relations rep, it was not that he was saying no, but how he was saying no. He continually cut me off and told me that I had no case and there would be no compromise. He was a very bad listener and had no empathy whatsoever.

The poor guy probably spends all day arguing with guests about guaranteed no show charges. He listens to every story under the sun about people losing cancellation numbers, forgetting to cancel, etc., so that he is an expert at saying no, and is also an expert at ignoring logic. (Because I am sure people come up with some really creative arguments for getting no show charges waived...)

I was asking for a more appropriate adjustment. It's real funny that the people who are telling me I have an unreasonable request are the same people ask to get no show charges waived. (Something I would feel uncomfortable asking for...unless of course I cancelled the reservation...)