Marriott lost my laundry ... ?
Jun 18, 2013 | 11:16 am
#16
Join Date: May 2013
Programs: Ritz/Marriott Platinum, Fairmont Platinum, IHG Platinum, Hilton Diamond, USAir Chairman, Aegean Gold
Posts: 227
All-
Thanks for the feedback and similar stories. Considering the hotel's inability to find the jacket before I checked out, I think boss315's assessment of this situation may be correct. (Cracked up when I read that. Thanks for the levity.)
I had a stern but friendly conversation with the 'supervisor on duty' at checkout stating that I expected some resolution to this situation before they put my hotel charges through. The agreed ... and then a couple hours later the charges hit my credit card anyway. This prompted an email to [email protected], asking if my 10-year loyalty to Marriott was worth anything to them, which seems thus far to have had an impact. Got a call from the Atlanta regional manager who expressed a desire to, "make this right." Will post back if that happens.
Cheers--
Jake
Thanks for the feedback and similar stories. Considering the hotel's inability to find the jacket before I checked out, I think boss315's assessment of this situation may be correct. (Cracked up when I read that. Thanks for the levity.)
I had a stern but friendly conversation with the 'supervisor on duty' at checkout stating that I expected some resolution to this situation before they put my hotel charges through. The agreed ... and then a couple hours later the charges hit my credit card anyway. This prompted an email to [email protected], asking if my 10-year loyalty to Marriott was worth anything to them, which seems thus far to have had an impact. Got a call from the Atlanta regional manager who expressed a desire to, "make this right." Will post back if that happens.
Cheers--
Jake
Jan 22, 2014 | 6:47 am
#17
Original Poster
Join Date: Sep 2008
Location: Seattle, WA
Programs: DL Diamond, Marriott Titanium (Lifetime)
Posts: 33
All-
Since people seemed interested, I wanted to follow-up on this thread. As you will recall, back in July I started this conversation because a Marriott property in Atlanta lost my $500 sport coat in the hotel laundry.
Over the past six months, I have exchanged 22 e-mail messages with the Operations Manager of hotel, and had two phone calls, I still don't have a check in hand. Lots of promises about, “I will see to this personally today!” and, “please send me your address (again) so that we can mail a check,” but nothing ever arrived.
About a week back I tracked down my original message to Marriott Corporate and sent another complaint making the following points:
- I was frustrated with all the empty promises from the Ops Manager in Atlanta, especially as a multi-year Platinum Rewards patron,
- I don’t appreciate being ‘put off’ and an attempt to make me forget about this incident (much less the $500 jacket),
- If I didn’t receive compensation in the next 30 days, I would begin 2014 by taking my hotel business to Starwood or Hilton
So far received an apologetic note from the hotel manager, so lets see what happens.
Hope this helps someone else.
Jake
Since people seemed interested, I wanted to follow-up on this thread. As you will recall, back in July I started this conversation because a Marriott property in Atlanta lost my $500 sport coat in the hotel laundry.
Over the past six months, I have exchanged 22 e-mail messages with the Operations Manager of hotel, and had two phone calls, I still don't have a check in hand. Lots of promises about, “I will see to this personally today!” and, “please send me your address (again) so that we can mail a check,” but nothing ever arrived.
About a week back I tracked down my original message to Marriott Corporate and sent another complaint making the following points:
- I was frustrated with all the empty promises from the Ops Manager in Atlanta, especially as a multi-year Platinum Rewards patron,
- I don’t appreciate being ‘put off’ and an attempt to make me forget about this incident (much less the $500 jacket),
- If I didn’t receive compensation in the next 30 days, I would begin 2014 by taking my hotel business to Starwood or Hilton
So far received an apologetic note from the hotel manager, so lets see what happens.
Hope this helps someone else.
Jake
Jan 22, 2014 | 10:23 am
#18
A FlyerTalk Posting Legend
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 74,159
Thanks for the update. Sorry to hear they still dropped the ball. Let us know if they do finally do the right thing.
Cheers.
Cheers.
Feb 7, 2014 | 3:17 am
#19
Original Poster
Join Date: Sep 2008
Location: Seattle, WA
Programs: DL Diamond, Marriott Titanium (Lifetime)
Posts: 33
Got the refund!
All-
A final update on this thread. I finally received the refund I had been seeking for almost 7 months on this matter. After some discussions about filing a claim with their insurance carrier, blah, blah, blah, ... the manager says, "I have an idea, how about we just credit the cost of the missing jacket back to his credit card on file?"
Rocket science, I tell you.
Cheers.
A final update on this thread. I finally received the refund I had been seeking for almost 7 months on this matter. After some discussions about filing a claim with their insurance carrier, blah, blah, blah, ... the manager says, "I have an idea, how about we just credit the cost of the missing jacket back to his credit card on file?"
Rocket science, I tell you.
Cheers.
Feb 7, 2014 | 9:03 am
#20
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Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 74,159
Feb 7, 2014 | 10:16 pm
#21
Join Date: Jan 2010
Location: STL
Programs: AA EXP
Posts: 1,254
Was this at the Midtown Renaissance? I'll be there next week and will avoid their laundry service, if so. $500 jackets just don't go "missing."
Feb 9, 2014 | 7:13 am
#22
Join Date: Feb 2013
Posts: 1,845
All-
A final update on this thread. I finally received the refund I had been seeking for almost 7 months on this matter. After some discussions about filing a claim with their insurance carrier, blah, blah, blah, ... the manager says, "I have an idea, how about we just credit the cost of the missing jacket back to his credit card on file?"
Rocket science, I tell you.
Cheers.
A final update on this thread. I finally received the refund I had been seeking for almost 7 months on this matter. After some discussions about filing a claim with their insurance carrier, blah, blah, blah, ... the manager says, "I have an idea, how about we just credit the cost of the missing jacket back to his credit card on file?"
Rocket science, I tell you.
Cheers.
Feb 25, 2014 | 6:01 am
#23
Original Poster
Join Date: Sep 2008
Location: Seattle, WA
Programs: DL Diamond, Marriott Titanium (Lifetime)
Posts: 33
Hey @DeltaWings,
Yes, it was the the Midtown Renaissance. Nice hotel otherwise, and within good walking distance of several restaurants -- when the city is not under a freak snowstorm. I trust you have stayed there by now, without incident.
Cheers-
Jake
Yes, it was the the Midtown Renaissance. Nice hotel otherwise, and within good walking distance of several restaurants -- when the city is not under a freak snowstorm. I trust you have stayed there by now, without incident.
Cheers-
Jake