Housekeeping didn't service room

 
Old Aug 11, 13, 7:27 am
  #1  
Original Poster
 
Join Date: Sep 2009
Location: Maryland
Programs: Marriott Platinum, SPG Gold, DL Silver
Posts: 514
Housekeeping didn't service room

I'm sure this has happened before, but it's a first for me. Left our room at a SHS yesterday morning, got back in the evening and our room had not been made up. Very frustrating! We paid $250 plus taxes and $32 parking, which is high for this hotel (but it's a busy weekend in Baltimore).

No manager on duty to tell about this last night either!

Leaving today, and the GM is getting a letter from me about this.

I just wanted to vent!
happymommy is offline  
Old Aug 11, 13, 7:33 am
  #2  
FlyerTalk Evangelist
 
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 25,941
wow, such a rant for 1 day of no housekeeping

I'd say shrug it off and worry about important things in life.
cfischer is offline  
Old Aug 11, 13, 7:35 am
  #3  
Suspended
 
Join Date: Jul 2005
Location: Thailand
Programs: Marriott - P; HH - G; Hyatt - P; Avis - LT First
Posts: 5,023
the GM may not have been there last night but there's always a duty manager as sometimes real important things actually happen............

Originally Posted by happymommy View Post
I'm sure this has happened before, but it's a first for me. Left our room at a SHS yesterday morning, got back in the evening and our room had not been made up. Very frustrating! We paid $250 plus taxes and $32 parking, which is high for this hotel (but it's a busy weekend in Baltimore).

No manager on duty to tell about this last night either!

Leaving today, and the GM is getting a letter from me about this.

I just wanted to vent!
BKKLEE is offline  
Old Aug 11, 13, 8:35 am
  #4  
Original Poster
 
Join Date: Sep 2009
Location: Maryland
Programs: Marriott Platinum, SPG Gold, DL Silver
Posts: 514
No late checkout, and when I called down to request it (I know it's supposed to be a platinum perk but usually not available) the font desk girl was insisting that I had requested no maid service, actually arguing with me. She was really rude.

It really wasn't so bad but for her to insist that I had told them that when I wasn't even at the hotel at the time, then saying our do not disturb sign was out, which it wasn't, was just wrong. A simple saying I'm sorry would have been appreciated, but she just kept going on about how it was my fault was rude.
happymommy is offline  
Old Aug 11, 13, 8:37 am
  #5  
Original Poster
 
Join Date: Sep 2009
Location: Maryland
Programs: Marriott Platinum, SPG Gold, DL Silver
Posts: 514
I agree at 8 pm some manager would have been here last night. I asked to talk to a manager but was told there was none (and I was being polite about it too).
happymommy is offline  
Old Aug 11, 13, 9:46 am
  #6  
Suspended
 
Join Date: Jul 2005
Location: Thailand
Programs: Marriott - P; HH - G; Hyatt - P; Avis - LT First
Posts: 5,023
I have found it to be quite the opposite..............

Originally Posted by happymommy View Post
No late checkout........I know it's supposed to be a platinum perk but usually not available................
BKKLEE is offline  
Old Aug 11, 13, 9:49 am
  #7  
A FlyerTalk Posting Legend
 
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 49,295
This is a "he said / she said". OP says the tag wasn't out, FD says it was. Who knows who is right, but writing a letter is way over the top for something as trivial as this. If you need an extra clean towel or new shampoo, it could have been brought up.
Often1 is offline  
Old Aug 11, 13, 10:24 am
  #8  
 
Join Date: Nov 2008
Location: Canada
Programs: Marriott Platinum, IHG Club, Hertz Gold, Aeroplan, Avios, SkyMiles, Thrifty, AMEX
Posts: 956
I don't agree it's that trivial. You're paying for a service - the service wasn't given. This actually happened to me a couple of weeks ago at a RI; I did mention it at check-out the next day, but didn't push anymore because they had been very helpful previously changing around my reservation and the FDC (actually the manager that morning that I had been e-mailing) did apologize and express concern.

Originally Posted by happymommy View Post
No late checkout, and when I called down to request it (I know it's supposed to be a platinum perk but usually not available) the font desk girl was insisting that I had requested no maid service, actually arguing with me. She was really rude.

It really wasn't so bad but for her to insist that I had told them that when I wasn't even at the hotel at the time, then saying our do not disturb sign was out, which it wasn't, was just wrong. A simple saying I'm sorry would have been appreciated, but she just kept going on about how it was my fault was rude.
After an exchange like that, I would press my case. She's essentially calling you a liar. I don't accept being called a liar by somebody in the service industry.
Twickenham is offline  
Old Aug 11, 13, 11:07 am
  #9  
 
Join Date: Feb 2006
Programs: HH Silver, MR Plat Prem & LT Plat, Hyatt Plat,SPG Plat, Hertz PC, National EE, UA 1K
Posts: 3,318
Think I have been to this one...and had mngt problems

I think I have been here...its the one that is built in an old bank? BEAUTIFUL looking property..but I too had mngt problems.

I valeted (only possibly parking option) and the car was hit (BAD) by the valet. The mngr was insistent that he could not help as the valet workers worked for the hotel but the lot was owned by someone else. Because of this, both parties were claiming innocence.

In the end, my company ended up paying ~$3500 in damages to Hertz (self-insured) due to a deep gouge down the driver side from front to back. Will-never-stay-here-again!
PhillyPhlyer40 is offline  
Old Aug 11, 13, 12:42 pm
  #10  
Original Poster
 
Join Date: Sep 2009
Location: Maryland
Programs: Marriott Platinum, SPG Gold, DL Silver
Posts: 514
Originally Posted by PhillyPhlyer40 View Post
I think I have been here...its the one that is built in an old bank? BEAUTIFUL looking property..but I too had mngt problems.

I valeted (only possibly parking option) and the car was hit (BAD) by the valet. The mngr was insistent that he could not help as the valet workers worked for the hotel but the lot was owned by someone else. Because of this, both parties were claiming innocence.

In the end, my company ended up paying ~$3500 in damages to Hertz (self-insured) due to a deep gouge down the driver side from front to back. Will-never-stay-here-again!
Oh my god! As we walked by the valet lot earlier I saw a valet guy ram the car he was parking into another car! It was the lot for the RI across the street (maybe same company?). I told someone what I saw.

I agree that now I've basically been called a liar I am writing management and cc to Marriott corp as well.

Yes it is the one that was a bank. I won't stay there again.

And it isn't trivial when you pay for your room to be cleaned and it isn't, then be called basically a liar. We stay several weeks a year at Marriotts and have never had this happen.
happymommy is offline  
Old Aug 11, 13, 12:53 pm
  #11  
 
Join Date: Oct 2009
Location: ATL
Programs: Marriott Platinum, Delta Kryptonium Medallion, National Executive
Posts: 1,888
Now that you two have confirmed that this is the same property, how about a little naming and shaming for the benefit of the rest of us so that we can avoid staying there?
plagwate is offline  
Old Aug 11, 13, 1:14 pm
  #12  
Original Poster
 
Join Date: Sep 2009
Location: Maryland
Programs: Marriott Platinum, SPG Gold, DL Silver
Posts: 514
SHS Baltimore inner harbor. I chose it since it got really good reviews on tripadvisor.
happymommy is offline  
Old Aug 11, 13, 1:25 pm
  #13  
A FlyerTalk Posting Legend
 
Join Date: Aug 2002
Programs: UALifetimePremierGold, Marriott LifetimeTitanium
Posts: 68,375
No servicing is one thing, but basically being called a liar is something I will not accept.

Thanks for naming the property.

Cheers.
SkiAdcock is offline  
Old Aug 11, 13, 2:01 pm
  #14  
 
Join Date: Sep 2012
Location: Williamsburg, VA
Programs: DL DM, Bonvoy LTT, HH Diam, UA Silver, USAF million miler ;)
Posts: 1,589
Originally Posted by SkiAdcock View Post
No servicing is one thing, but basically being called a liar is something I will not accept.
No Kidding. What could possibly have been wrong with "I'm really sorry that happened, sir. I'll make sure it gets cleaned first thing tomorrow."
orca15 is offline  
Old Aug 11, 13, 4:43 pm
  #15  
Original Poster
 
Join Date: Sep 2009
Location: Maryland
Programs: Marriott Platinum, SPG Gold, DL Silver
Posts: 514
Originally Posted by orca15 View Post
No Kidding. What could possibly have been wrong with "I'm really sorry that happened, sir. I'll make sure it gets cleaned first thing tomorrow."
Thank you - my point exactly. She was literally arguing with me this morning! She said that "when I called to request my 1pm checkout yesterday" I had said I didn't want any service that day. I never called yesterday to request the late checkout, and never said I didn't want service (one thing I was looking forward to - coming back to a room with our trash taken out, beds made, dirty towels removed as we used them all, floor vacuumed since we had eaten there, etc...). She insisted that I had made such a call (when I wasn't even at the hotel during the day) - and obviously they had a wrong room number!

I was afraid to pick up my car from valet, but no dents!

I thank you all for letting me share this with you. I usually love Marriott properties, and have a great loyalty for the brand. And when staying at MVC properties on II getaways, I have been known to refuse housekeeping many times. I would never do that at a hotel!
happymommy is offline  

Thread Tools
Search this Thread
Search Engine: