Extra Points/Etc. For Problem Stays
Jul 21, 2001 | 11:52 am
#1
Original Poster
Join Date: Jul 2001
Location: Brandon, Mississippi USA
Posts: 259
Extra Points/Etc. For Problem Stays
This is my first post in this section & I hope to learn alot about maxamizing my stays and airline travel from this excellent website. All advise is welcome to this new flyertalk member 
Now to the topic of the post... I have stayed with Marriott 28 times since April (mostly Residence Inn as my preference, where I have had NO problems).
Recently I stayed in the New Orleans Marriott where the plumbing was not working properly. This was a one night stay and it took 3 hours for the problem to be fixed. On checkout when asked how my stay was I informed the desk clerk about my problem and was refunded the parking fee. While I feel that this was very fair, their attitude was that I should accept the substandard maintenace and be happy that I was just staying there.
About two months ago, I was staying at the Denver TownePlace and had phone problems the whole stay (5 days, I could only use the phone half the time). They did attempt to fix the problem during the stay (even gave me a 100 min phone card to use for free long distance calls). Upon leaving, the manager asked if I would like some points or a free stay for my troubles. As I am not from that area, I opted for the points. He then offered me 20,000 points (more points than I had in my account at that time). I feel that this was more than reasonable, although having only started to stay with this chain I didnt know if this ammount of points was the norm. BTW, a plug for the female desk clerk (I never did get her name with everything going on) she was the most helpful and freindly person I have dealt with at a Marriott property.
My question to all is, what has been your experience with the Marriott chain when you have a problem and do you feel that they are comparable to Hilton in this aspect. Since April I have started to travel alot and am trying to maxamize my points by staying at one hotel chain. We get to choose where we stay and I have always found a Marriott or Hilton (I have about 15 stays there) where I go and I am still trying to decide what my best option is.
George
Now to the topic of the post... I have stayed with Marriott 28 times since April (mostly Residence Inn as my preference, where I have had NO problems).
Recently I stayed in the New Orleans Marriott where the plumbing was not working properly. This was a one night stay and it took 3 hours for the problem to be fixed. On checkout when asked how my stay was I informed the desk clerk about my problem and was refunded the parking fee. While I feel that this was very fair, their attitude was that I should accept the substandard maintenace and be happy that I was just staying there.
About two months ago, I was staying at the Denver TownePlace and had phone problems the whole stay (5 days, I could only use the phone half the time). They did attempt to fix the problem during the stay (even gave me a 100 min phone card to use for free long distance calls). Upon leaving, the manager asked if I would like some points or a free stay for my troubles. As I am not from that area, I opted for the points. He then offered me 20,000 points (more points than I had in my account at that time). I feel that this was more than reasonable, although having only started to stay with this chain I didnt know if this ammount of points was the norm. BTW, a plug for the female desk clerk (I never did get her name with everything going on) she was the most helpful and freindly person I have dealt with at a Marriott property.
My question to all is, what has been your experience with the Marriott chain when you have a problem and do you feel that they are comparable to Hilton in this aspect. Since April I have started to travel alot and am trying to maxamize my points by staying at one hotel chain. We get to choose where we stay and I have always found a Marriott or Hilton (I have about 15 stays there) where I go and I am still trying to decide what my best option is.
George
Jul 21, 2001 | 3:03 pm
#2
Join Date: Jun 2001
Location: Putnam County, NY
Programs: Delta-Platinum/Million Miler, Marriott-Lifetime Titanium. Priority Club-Platinum
Posts: 1,214
Wow! I would say that 20,000 is extremely generous!
After staying in the Marriott Mexico City Airport, I recieved a personal letter from one of the marketing VP's. It said they would give me 1000 points for answering a quick survey. The survey on the next page had only 3 questions.
1 - Did you fill out a comment card/letter?
2 - Where was it? (on bed, desk, given to me at front desk, etc)
3 - Were you personally asked to fill it out?
Very odd. The only thing I can figure is that they may have had problems with the staff filling out the comment cards themselves to achieve a higher rating.
I was pleased with 1000 points for 60 seconds of time...but 20k...wow!
(By the way...if points are your goal, you might consider staying at a Courtyard. They are about the same price, but you will get twice as many points. You get 10 points per dollar at all Marriott properties except Residence Inn's and Towneplace. They only give you 5 points per dollar.)
PF
[This message has been edited by Pointfreak! (edited 07-21-2001).]
After staying in the Marriott Mexico City Airport, I recieved a personal letter from one of the marketing VP's. It said they would give me 1000 points for answering a quick survey. The survey on the next page had only 3 questions.
1 - Did you fill out a comment card/letter?
2 - Where was it? (on bed, desk, given to me at front desk, etc)
3 - Were you personally asked to fill it out?
Very odd. The only thing I can figure is that they may have had problems with the staff filling out the comment cards themselves to achieve a higher rating.
I was pleased with 1000 points for 60 seconds of time...but 20k...wow!
(By the way...if points are your goal, you might consider staying at a Courtyard. They are about the same price, but you will get twice as many points. You get 10 points per dollar at all Marriott properties except Residence Inn's and Towneplace. They only give you 5 points per dollar.)
PF
[This message has been edited by Pointfreak! (edited 07-21-2001).]