Should I expect compensation - room problems
#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.
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.
#3
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,359
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.

