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Should I expect compensation - room problems

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Old Nov 27, 2016 | 6:16 am
  #1  
Original Poster
 
Join Date: Aug 2015
Location: London
Programs: BAEC Gold
Posts: 98
Should I expect compensation - room problems

Couple of problems in the past week on Marriott stays. Both at Courtyard properties.

Santiago - the door to the room wouldn't lock. Had to wait around for an hour or in my room after arrival while maintenance fixed the door jamb.

Lima - arrive in my room to find bathroom smelled mouldy, but worse, stale yellow piss drops all over the toilet seat. Got them to change room. Just got a 'sorry for the inconvenience' from front desk.

Should I expect compensation here, how much, and what's the best route?

Thanks in advance.
richonlybyname is offline  
Old Nov 27, 2016 | 6:22 am
  #2  
 
Join Date: Feb 2003
Location: CT USA
Posts: 2,577
I'd probably let it go.
JumboJet is offline  
Old Nov 27, 2016 | 12:22 pm
  #3  
 
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,359
Originally Posted by richonlybyname
Should I expect compensation here, how much, and what's the best route?
It's almost always best to address any problems while you are at the hotel. If you are not happy, say something right away. There are many service recovery options available when you're at a hotel. After the fact, the list usually ends up being a refund or points.

Perhaps it was just the hotels where I worked, but as the Manager-on-Duty (MOD) or Night Manager, it was pretty easy to comp something. As such, I tended to offer a service recovery gesture even in cases where it wasn't warranted. Basically, I'm saying that you might get a "better" offer while you are physically standing in front of a manager than you would via email after the fact.

Of course, none of that helps here. Personally, I don't think the not-fully-cleaned room warrants anything other than a new room and an apology. The maintenance delay might be worthy of something...but only if you expressly told the hotel that you were in a hurry to leave. At most, I'd expect a small number of points for that issue.
writerguyfl is offline  


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