Frustrated with Marriott
Nov 12, 2003 | 9:46 am
#16
Join Date: Feb 2000
Location: Ontario
Posts: 2,394
I am VERY frustrated with the inconsistent treatment at Marriott properties as well.
I will have close to 130 hotel stays this year, about 80 with Marriott and the rest split between other various chains, so I consider myself somewhat an "expert" on hotels.
I appreciate the Marriott family has mostly clean hotels, but some in MAJOR need of renovation. I wont stay at Fairfield properties in the Norfolk area, because they should have been renovated 3 years ago.
But what frustrates me the most is that I will have a FANTASTIC experience one night and the next 2 properties are sub par and nobody at that property seems to care!
I have gold status at Hilton (earned the hard way), and I am spending the next 2 months in Hilton properties as my silent protest to Marriott, plus to ensure I have Hilton Gold next year.
I would like to stay committed to the Marriott chain and it would be nice if the stated perks were constant!
I will have close to 130 hotel stays this year, about 80 with Marriott and the rest split between other various chains, so I consider myself somewhat an "expert" on hotels.
I appreciate the Marriott family has mostly clean hotels, but some in MAJOR need of renovation. I wont stay at Fairfield properties in the Norfolk area, because they should have been renovated 3 years ago.
But what frustrates me the most is that I will have a FANTASTIC experience one night and the next 2 properties are sub par and nobody at that property seems to care!
I have gold status at Hilton (earned the hard way), and I am spending the next 2 months in Hilton properties as my silent protest to Marriott, plus to ensure I have Hilton Gold next year.
I would like to stay committed to the Marriott chain and it would be nice if the stated perks were constant!
Nov 12, 2003 | 5:44 pm
#17
Join Date: Aug 2001
Location: New Hampshire
Posts: 124
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by socrates:
It is listed now, however I don't check it too often so it's better to grab my attention here
</font>
It is listed now, however I don't check it too often so it's better to grab my attention here
</font>
Nov 12, 2003 | 8:34 pm
#18
Join Date: Nov 2003
Location: Washington, DC USA
Programs: AA Platinum, SPG Lifetime Platinum, Marriott Lifetime Platinum HH Gold
Posts: 246
My issue is similar to Back Seat's.
I just had an amazing stay at the Marriott Marble Arch in London. (Ask for Johanna at check-in . . she is wonderful.) Everyone pleasant and helpful, comfy club lounge.
However, prior to this stay, I experienced the following:
Dayton, OH
Went for business for two nights. Purchased a room with club access. No one told me it was "Univ. Dayton weekend", and that the club would be filled and loud at all times, and that there would be a band and beer served by the pool all afternoon with blaring music that shook the window of my room.
Amsterdam
Went on hotel site visits in Prague and Budapest, and wanted some luxury for a few days. The Marriott website calls the Renaissance "luxury." On the contrary, it was like staying in an old Motel 6. Furnishings were worn and tired looking. I paid to stay on the club floor, but was put on another and given access to the club. Marriott's own rating system has to be updated regarding this property.
San Francisco
I hosted a meeting that provided Marriott approximately 3,000 room nights. Upon check-in, I asked for access to the club to escape the craziness of the meeting once or twice a day. They said no. I said does it matter that I am a director of the group that is affording you 3000 room nights? He said he would check with the manager. When I get to the room there is a video message waiting for me denying my request. Then I open the curtains to see the "great view" that was promised, and the view would have been amazing, were it not for the 3/4 inch of gunk that covered the window. I had to leave the blinds closed for my entire stay.
While I understand that I am only Silver, and that these issues appear less horrific than others cited on this thread, it still makes for significant unpleasantness when on the road.
Next year will be more travel, and Starwood has comped me gold. I will give them a try. The most likely result will be that I will fully get to understand that only platinums of each brand get real recognition, but its worth a shot.
I just had an amazing stay at the Marriott Marble Arch in London. (Ask for Johanna at check-in . . she is wonderful.) Everyone pleasant and helpful, comfy club lounge.
However, prior to this stay, I experienced the following:
Dayton, OH
Went for business for two nights. Purchased a room with club access. No one told me it was "Univ. Dayton weekend", and that the club would be filled and loud at all times, and that there would be a band and beer served by the pool all afternoon with blaring music that shook the window of my room.
Amsterdam
Went on hotel site visits in Prague and Budapest, and wanted some luxury for a few days. The Marriott website calls the Renaissance "luxury." On the contrary, it was like staying in an old Motel 6. Furnishings were worn and tired looking. I paid to stay on the club floor, but was put on another and given access to the club. Marriott's own rating system has to be updated regarding this property.
San Francisco
I hosted a meeting that provided Marriott approximately 3,000 room nights. Upon check-in, I asked for access to the club to escape the craziness of the meeting once or twice a day. They said no. I said does it matter that I am a director of the group that is affording you 3000 room nights? He said he would check with the manager. When I get to the room there is a video message waiting for me denying my request. Then I open the curtains to see the "great view" that was promised, and the view would have been amazing, were it not for the 3/4 inch of gunk that covered the window. I had to leave the blinds closed for my entire stay.
While I understand that I am only Silver, and that these issues appear less horrific than others cited on this thread, it still makes for significant unpleasantness when on the road.
Next year will be more travel, and Starwood has comped me gold. I will give them a try. The most likely result will be that I will fully get to understand that only platinums of each brand get real recognition, but its worth a shot.
Nov 12, 2003 | 11:21 pm
#19
Join Date: Jul 2000
Location: New York, UA Plt 2MM Marriott Lifetime PLT
Posts: 600
kjbtraveler-
i am not in the hospitality biz but rather, tech support for a retail chain. I was in one of our stores talking on the phone with an IBM rep who commented about how pleased she was with one of our products, but upset with herself for not taking advantage of a special offer at the time of purchase. I happened to be sitting next to a district manager and i asked him if we could do something for this woman. Without hesitation he said he would be pleased to extend the offer to her. When I asked another DM the same question he said he would've done the exact same thing. My point is that when you already have a customer, you should do everything possible to KEEP that customer. Companies spend millions of dollars a year to get you in the door and nothing on customer satisfaction training to keep you there. Nordstrom (not my company) gets tons of good press for their 'remarkable' customer service which is nothing above and beyond what most retailers were doing as a matter of course 40 years ago, but today it seems unique. I have stayed at the SF Marriott many times and the lounge is quite spacious so, unless you are Paul Proudhomme, I can't imagine you would take up very much space (or eat much food, sorry Paul). So they saved, what, $10 a day and lost a good customer, possibly for good? Unbelievable!
i am not in the hospitality biz but rather, tech support for a retail chain. I was in one of our stores talking on the phone with an IBM rep who commented about how pleased she was with one of our products, but upset with herself for not taking advantage of a special offer at the time of purchase. I happened to be sitting next to a district manager and i asked him if we could do something for this woman. Without hesitation he said he would be pleased to extend the offer to her. When I asked another DM the same question he said he would've done the exact same thing. My point is that when you already have a customer, you should do everything possible to KEEP that customer. Companies spend millions of dollars a year to get you in the door and nothing on customer satisfaction training to keep you there. Nordstrom (not my company) gets tons of good press for their 'remarkable' customer service which is nothing above and beyond what most retailers were doing as a matter of course 40 years ago, but today it seems unique. I have stayed at the SF Marriott many times and the lounge is quite spacious so, unless you are Paul Proudhomme, I can't imagine you would take up very much space (or eat much food, sorry Paul). So they saved, what, $10 a day and lost a good customer, possibly for good? Unbelievable!
Nov 13, 2003 | 3:29 am
#20
Join Date: Nov 2001
Location: Everywhere
Posts: 758
I am also a Plat (not next year due to where I have been traveling this year) and am experiencing much the same frustration expressed here.
However, I do note that the Amsterdam properties are getting better. I usually stay at the Renaissance Amsterdam (top 50 customer 2 years in a row). I had NEVER been upgraded to a suite until a stay earlier this week. It was a pleasent surprise and hopefully a sign that things are changing.
As for the poster commenting about the poor quality of the Amsterdam Renaissance. I agree that it is not up to par with 4* hotels in Asia, NA, Middle East; you must remember that it is in Europe. My experience has been that at the price point the Renaissance is at it is far superior to other hotels in Holland and other parts of Europe.
However, I do note that the Amsterdam properties are getting better. I usually stay at the Renaissance Amsterdam (top 50 customer 2 years in a row). I had NEVER been upgraded to a suite until a stay earlier this week. It was a pleasent surprise and hopefully a sign that things are changing.
As for the poster commenting about the poor quality of the Amsterdam Renaissance. I agree that it is not up to par with 4* hotels in Asia, NA, Middle East; you must remember that it is in Europe. My experience has been that at the price point the Renaissance is at it is far superior to other hotels in Holland and other parts of Europe.
Nov 13, 2003 | 5:08 am
#21
Join Date: Nov 2003
Location: Washington, DC USA
Programs: AA Platinum, SPG Lifetime Platinum, Marriott Lifetime Platinum HH Gold
Posts: 246
Access to the club lounge wouldn't have even cost $10 per day. I had meetings scheduled during all meals. Was just looking for a diet coke and 30 minutes of peace in the afternoon :-)
Regarding the Renaissance in Amsterdam. It was my first time there and I depended on the Marriott description. Money wasn't the issue . . a nice hotel was. I had just been to he Marble March in London (also listed as a four star) and that would have been fine. I wasn't expecting the size or service of County Hall in London, although that was quite nice :-)
I am a newbie here to FT, and now I know that in the future I can post here. There is never a shortage of opinions :-) . . . and the vast majority seem to be pretty helpful.
Thanks all.
Regarding the Renaissance in Amsterdam. It was my first time there and I depended on the Marriott description. Money wasn't the issue . . a nice hotel was. I had just been to he Marble March in London (also listed as a four star) and that would have been fine. I wasn't expecting the size or service of County Hall in London, although that was quite nice :-)
I am a newbie here to FT, and now I know that in the future I can post here. There is never a shortage of opinions :-) . . . and the vast majority seem to be pretty helpful.
Thanks all.
Nov 13, 2003 | 5:43 am
#22
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Some place in this wonderful world (usually at 39,000 ft in seat 1C)
Programs: CO Gold Elite / NW Gold Elite
Posts: 13,747
Deleted
[This message has been edited by socrates (edited Mar 23, 2004).]
[This message has been edited by socrates (edited Mar 23, 2004).]
Nov 13, 2003 | 3:08 pm
#23
Join Date: Aug 2003
Location: Washington,DC
Posts: 1,908
[QUOTE]Originally posted by socrates:
[B]
Blarnson,
I am so sorry we've repeatedly dropped the ball.
If you are really sorry then why do Marriott properties rarely offer "the finest avaliable rooms" This is easy to enforce. Give guest $500 if it is not done...wow see how quick it changes.
I stayed with Marriott 138 nights in 2001, 76 nights in 2002 and 4 in 2003...all the lost nights I stayed at Starwood. If you want folks like me back ENFORCE THE UPGRADES or DON"T OFFFFER THEM
[B]
Blarnson,
I am so sorry we've repeatedly dropped the ball.
If you are really sorry then why do Marriott properties rarely offer "the finest avaliable rooms" This is easy to enforce. Give guest $500 if it is not done...wow see how quick it changes.
I stayed with Marriott 138 nights in 2001, 76 nights in 2002 and 4 in 2003...all the lost nights I stayed at Starwood. If you want folks like me back ENFORCE THE UPGRADES or DON"T OFFFFER THEM
Nov 13, 2003 | 3:25 pm
#24
FlyerTalk Evangelist
Join Date: May 2003
Location: AA Plat / UA NOTHING / Alaska 75K / Hyatt Diamond / SPG LT Plat / Marriott Gold / Priority Club Plat / Hertz Pres
Posts: 25,598
[quote]<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by SteveinA2:
I don't think this is asking too much, is it? If it is then Marriott does not deserve our money. All any of us (that have departed MR for *wood and others) is a little honesty. Regardless of the policy, just be honest about what it is!
[This message has been edited by fireworksboy (edited Nov 13, 2003).]
If you want folks like me back ENFORCE THE UPGRADES or DON"T OFFER THEM
</font>
[This message has been edited by fireworksboy (edited Nov 13, 2003).]
Nov 13, 2003 | 6:36 pm
#25
Join Date: Mar 2001
Location: Ann Arbor, Michigan USA
Programs: Marriott lifetime Titanium, Delta Platinum
Posts: 5,485
[quote]<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by SteveinA2:
[b]
In my opinion, the criticism of Marriott for its utter failure to make good on its upgrade policy (or failure to honestly set forth what the policy is) is justified. The tone towards Socrates is not. Whatever Marriott's shortcomings, and I think they are substantial in respect to the upgrade policy or the failure to follow-through thereon, I, for one, am always appreciative of Socrates' contributions.
[b]
Originally posted by socrates:
Blarnson,
I am so sorry we've repeatedly dropped the ball.
If you are really sorry then why do Marriott properties rarely offer "the finest avaliable rooms" This is easy to enforce. Give guest $500 if it is not done...wow see how quick it changes.
I stayed with Marriott 138 nights in 2001, 76 nights in 2002 and 4 in 2003...all the lost nights I stayed at Starwood. If you want folks like me back ENFORCE THE UPGRADES or DON"T OFFFFER THEM</font>
Blarnson,
I am so sorry we've repeatedly dropped the ball.
If you are really sorry then why do Marriott properties rarely offer "the finest avaliable rooms" This is easy to enforce. Give guest $500 if it is not done...wow see how quick it changes.
I stayed with Marriott 138 nights in 2001, 76 nights in 2002 and 4 in 2003...all the lost nights I stayed at Starwood. If you want folks like me back ENFORCE THE UPGRADES or DON"T OFFFFER THEM</font>
Nov 13, 2003 | 7:33 pm
#26
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Some place in this wonderful world (usually at 39,000 ft in seat 1C)
Programs: CO Gold Elite / NW Gold Elite
Posts: 13,747
Deleted
[This message has been edited by socrates (edited Mar 23, 2004).]
[This message has been edited by socrates (edited Mar 23, 2004).]
Nov 13, 2003 | 7:35 pm
#27
FlyerTalk Evangelist
Join Date: May 2003
Location: AA Plat / UA NOTHING / Alaska 75K / Hyatt Diamond / SPG LT Plat / Marriott Gold / Priority Club Plat / Hertz Pres
Posts: 25,598
Agreed, socrates rocks. 
Nov 13, 2003 | 7:36 pm
#28
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Some place in this wonderful world (usually at 39,000 ft in seat 1C)
Programs: CO Gold Elite / NW Gold Elite
Posts: 13,747
Deleted
[This message has been edited by socrates (edited Mar 23, 2004).]
[This message has been edited by socrates (edited Mar 23, 2004).]
Nov 13, 2003 | 10:34 pm
#29
Join Date: Jun 2000
Location: DFW, 3.5 MM, AA EXP, LIFETIME PLATINUM, MARRIOTT LIFETIME PLATINUM, STARWOOD AMBASSADOR 223 NIGHTS, AND LIFETIME GOLD, HILTON DIAMOND, NATIONAL EXECUTIVE ELITE
Posts: 5,847
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by Marysunshine:
I believe this letter fails you again. I think that they should have made some effort to offer you something as a token of their failure to provide good service as well as benefits. So it would seem to me that they keep making the same mistakes.</font>
I believe this letter fails you again. I think that they should have made some effort to offer you something as a token of their failure to provide good service as well as benefits. So it would seem to me that they keep making the same mistakes.</font>
Nov 15, 2003 | 2:22 pm
#30
Join Date: Dec 2002
Location: Kent WA, USA
Posts: 349
Two months ago I swore never to go back to Marriott. Well never really is a long time. My friend wanted to stay at the Ren Mayflower in DC because of the history of the hotel. So we stayed there for 2 weeks in October. At check in they checked my ID and then got the key jacket with my name PRINTED on the cover and said "Welcome to the Mayflower. As a Platinum member we are happy to upgrade you to one of our executive suites. Enjoy your stay. I will send a bellman up in just a few minutes with your daily breakfast certificates."
With this good experience I decided to try Marriott again. I booked for a 2 weeks stay at the Wardman Park Marriott in DC. Checked in. Did not ask for upgrade. Got to the executive floor, walked to my roon which was the first one off a hugh elavator foyer. The room had double doors....walked in and thought my god I need a map to navigate in this hugh suite.
I am writing this because I still believe Marriott Corporate is not sincere on keeping their promise to the customers. But there are a lot of individual hotels that are above and beyond the corportate level and believe in treating the most valuable customers well.
Thank you Mayflower and Wardman Park Marriott.
With this good experience I decided to try Marriott again. I booked for a 2 weeks stay at the Wardman Park Marriott in DC. Checked in. Did not ask for upgrade. Got to the executive floor, walked to my roon which was the first one off a hugh elavator foyer. The room had double doors....walked in and thought my god I need a map to navigate in this hugh suite.
I am writing this because I still believe Marriott Corporate is not sincere on keeping their promise to the customers. But there are a lot of individual hotels that are above and beyond the corportate level and believe in treating the most valuable customers well.
Thank you Mayflower and Wardman Park Marriott.