DJ_Iceman

How important is this matter to you? Closing your account is definitely an option, and if it makes you feel better then absolutely do it. It sounds like the woman on the phone won't give a hoot, except in the extraordinary circumstance that such a drastic action opens her eyes ("Maybe he's NOT just a whiner!") and makes her reevaluate your situation.

megalab

[QUOTE=HockeyCoachBen;28756126...'we're better than this', 'please give us another try, you'll see you're wrong about us', blah blah blah.

So, not sure where my next move is. Should I call her back and ask to have my account closed? ...[/QUOTE]

When I've had a problem with elite benefits I ask for, and usually get, some meaningful amount of points. I tell them what I think the problem is worth and why, and I often get that or more.

You could start with it ruined your business call "costing you money" so you want one night's worth of points if Marriott wants you to consider them for another business trip, given all your other Elite options. You should get at least 1/2 night's points, as hotels often charge a 1/2 night's rate for 4 pm check out.

I usually start with the hotel and escalate to Corp CSR if the hotel doesn't satisfy. Be super polite and understanding, but firm about it.

RogerD408

You are playing the "Dad said no, so let's ask Mom game". It sounds like Marriott has upped their game with Customer Relations and I can't say that's bad. Having a single-point of contact does provide consistent responses. However, if that point is bad then all you will get is a bad response.

Yes, you can request your account be closed and maybe that will get you referred to a retention specialist that will reconsider your case. But you might also try a flat-out request for someone else to deal with. Maybe rephrase your problem from not getting the late checkout to no response when dealing with the property. I'll bet Marriott has some term in their agreement on how to handle customer requests.

HockeyCoachBen

The situation started out as essentially a review. I attempted to notify the hotel management of issues with a stay. Expected it to not go further than a phone call with some meaningless apology from the property GM or FD Manager and maybe some goodwill gesture (which I usually decline anyway). And it would be over. Marriott has dragged this thing out and turned it into a much larger monster than it was to begin with.

That's why I figure closing the account is the best move. Marriott status isn't important to me. I got it "for free" with my SPG status. I decided to see what life was like at another chain for an elite. Two terrible stays later, I've seen what I need to see and will walk away.

Its not that the situation is that important to me, really. Its that the Marriott account is that unimportant to me that I want to have it closed...if for nothing more than symbolism.

And, again that's really what I expected to happen here. Not that I want or need the points, but it is nice for someone to offer as a sincere(?) apology and recognition of the issue. The fact that it has never occurred shows me how little elite status and loyalty mean to Marriott.

In the end, the situation cost me the client and a decent amount of income as well. So it wouldn't be a stretch to say the hotel "cost me money", because it did. Marriott is aware of this. I have told them. But even that knowledge didn't seem to 'move the needle' in their response either.

So, that's the thing...I'm not playing that game at all. I haven't been attempting to contact anyone else from their staff.

How the email and telephone system works at Mr. Marriott's office (at least the phone number and email address that I have been given) are generic contacts. You call the phone number and any number of people could answer, then you need to request the person who you have been dealing with. Same goes for their office email address.

So, if I've spoken to someone different or if they received an email from me, its because that's how their system works. In all of my correspondence with them, I have been explicit in asking for or marking ATTN: to the person that I have been dealing with.

Then today things got even stranger. I returned the phone call of the person who left that voicemail for me this morning. It took her quite some time to come to the phone. When she finally did, she was extremely aggressive in telling me that I need to make a decision so that she can close this case. Her whole attitude was confrontational and at one point she even said "Clearly you have an end goal in mind...tell me how much compensation you want and I'll let you know if we can do it or not. But, please stop beating around the bush and just tell me what you think we owe you."

Maybe it was just said to me in the wrong way but for her to insinuate that I have ulterior motives or plan to "blackmail" them for compensation is a joke. Actually her comment to me threw me off so bad, I had no response. I just said I had a more urgent phone call to take and ended the call.

I expected them to have some idea in their mind or some policy for how to resolve this. I honestly figured they would throw some points at me just to end the thing. For this woman to put it all on me, like I am somehow being unreasonable about how the hotel and customer care has handled this situation is ludicrous.

I have decided to call in tomorrow and whoever answers the phone just inform them to close my account.

The ironic thing to me is from day 1, I expected I would send in some comments about a terrible experience at a hotel. Then the property GM or FD Manager would apologize and throw something at me...a free drink at the bar on my next stay or whatever and I'd be done with it. I had no intentions of this lasting for weeks and a dozen or so phone calls & emails with corporate, etc. This really is the most bizarre customer service experience of my life. I am just ready to end the situation and walk away.

I just hope and pray that this "Marriott culture" (as they call it) doesn't carry over to SPG or I will close that account as well.

PHLGovFlyer

It seems you've reached the point where this particular CSR just wants to get rid of you and she's now essentially not communicating about the real issue.

If you decide to give it one more try I would advise that you immediately move away from the points/compensation topic and move on to how she can "close this case". Be EXTREMELY specific about:

1. The fact that you do not want points.
2. You want Marriott's late check out policy for elites defined for you by the CSR, along with all potential exceptions/exclusions for the particular property.
3. You want the CSR's assessment of those policies and how they relate to your particular experience at the PA property.
4. If the CSR concludes that the property was wrong to deny you 4:00 checkout you want to know what Marriott Corporate's policy is regarding enforcement of the late check out policy.
5. You want to know what you can expect in terms of late check out at that particular property in the future and why things are going to change.

Don't bother bringing up the topic of closing your account. It's likely a meaningless gesture anyway, and it just clouds the real issues that are not being addressed.

YoungBubbie

Good advice.

GoPhils

I agree this doesn't sound like a good property (of which there are several) and not only not honoring the 4pm "guarantee" as well as reneging on the 2PM and threatening you is ridiculous,, but I'm a bit confused by your first paragraph. You DID get a "meaningless apology," you just didn't get a goodwill gesture which you claim you would have declined anyway.

Unfortunately, a lot of people DO "blackmail" them for points so I think it's fair for them to think that's what you might be doing even if you really weren't. What is it you actually want? Them to guarantee that you will never be denied late checkout ever again? As evidenced by the rest of this thread, I don't think that's going to happen.

I don't think closing your account will do much good, particularly if you plan to still stay with SPG, since they're ultimately going to be the same thing. If you really want to make a stand, you probably need to close both your SPG and MR accounts.

HockeyCoachBen

Excellent advice, indeed. Thanks!

Unfortunately, I think that is an eventuality. Marriott's "culture" will eventually corrupt SPG. I shudder at the thought.

DJ_Iceman

You're going through a real mess here, that is unfortunately not at all indicative of the Marriott I know. But some (many?) of us feel the same shudder when we think about SPG culture infecting Marriott. In fact, the whole "customers bother me" attitude you seem to be getting from the Marriott rep is pretty much how I feel the whole Starwood company behaves.

garkster

I say name 'em and shame 'em. If a property doesn't give the policy guaranteed benefit, post it everywhere you can think of, after giving a reasonable opportunity for a response/apology, of course.

In my case, kudos.

IAH Marriott, which arguably has one of the most challenging inventory management situations given its location in a major hub, I am always offered a late checkout when I check in.

San Jose Marriott, recent stay, also offered the 4 PM @ checkout, which I accepted, and when the bill was placed under my room's door overnight, it showed 4 PM as the checkout time. As an aside, they did neglect to post both the Platinum Arrival 500 pts. and weekend breakfast 750 pts., but that was resolved in 5 minutes via online chat.

Kacee

JW Camelback Inn has proactively offered me late checkout last two stays, even though they're technically exempt as a resort. This time I asked for 1 pm (all we needed, with a 3 pm flight) and they were happy to give it to me.

Love this property, even though the "official" MR benefits are pretty slim.

jn in ca

I may have to change my feelings about this.

On Friday I stayed at the brand new Bakersfield Fairfield Inn. In the morning I asked the GM for a late checkout and she responded with the "sure, what time?" I usually take that response as an attempt to be indeterminate in order to give out as little as possible.

However, the next night I stayed at the Bakersfield Convention Center Marriott. when I called down for a late checkout, the lady responded "Oh, you are a platinum member, so you are guaranteed until 4PM. You tell me what time you'd like to checkout."

After that I've decided the "what time do you want?" line is merely an assumption that the platinum member already knows they have a 4 PM benefit.

joshua362

I don't understand, both interactions sound remarkably genuine and willing to grant you the benefit. If you don't need 4pm, it helps them cleanup faster.

The issue on this thread is the immediate reluctance and begging games one must play for properties whose GM feels their property shouldn't need to provide and instructs the staff to discourage at all costs.

Sounds like Bakersfield(s) has a great attitude, as it should be. Sadly your next stop may not agree.

Enigma368

Hi Guys,

For Golds, is the 4pm checkout guaranteed (I know the late checkout is guaranteed but I'm questioning the 4pm aspect)?

I stayed at a fairly new Springhill Suites this weekend and they only wanted to give me a 2pm late checkout - they made the comment "we only generally give 4pm checkouts to Platinum members". I think they are misunderstanding the policy but just wanted to double check. To be clear, they did give me the 4pm checkout in the end without much argument but they still didnt seem to realize that the 4pm checkout was something I was guranteed rather than something they could be nice about. I would like to highlight that they are misinterpreting the late checkout policy in my review of the otherwise great property as I think this is just a small misunderstanding rather than anything deliberate.

To be fair Marriott does not help in their wording of the policy.

Staying at new properties can mean a great room but often comes with the curse of staff who still do not fully understand the reward program and elite benefits.

mjcewl1284

Fairfield Inn Anaheim Hills Orange County, CA- Not proactively offered but after 4 pm request the night before (due to redeye flight out of LAX), front desk agreed.

Courtyard Woodbridge Edison, NJ- Proactively offered day prior to check out until 3 pm but I did not take advantage of it and left the hotel around 11 am.