Accused at Courtyard
 

Macon, GA - Courtyard
At checkin, the desk gal had a problem finding my reservation in the computer, she consults the master sheet and I notice that I am paying the highest rate in the house, no problem, I made the reservation late, my fault.
4am, power goes out, security is knocking on doors for wake up calls stating at 5am, I have a hard time getting back to sleep. Pitch black, I use the laptop and small penlight for light. No hot water - fun.
I leave before the suns up.
I stop at the front desk to ask the girl to make a note on my room to see if they can at least adjust my room charge to average hotel room rate for the night.
1 - Is this a reasonable request?
I call later that afternoon to talk to the GM, the call is returned by the sales manager. Bottem line, no adjustment.
I am always very low key - sugar gets more than vinegar - I handle the conversation very politely.
I am then asked if I was the guy who rudely barged behind the front desk that morning. No, I left very quickly.
How did you see the check in sheet. I am very tall and the desk clerk looked at my reservation on it.
3 more times during the conversation, I am questioned about being the offender. Even mom didn't treat me this way as a kid.
I call back and get the GM. I tell her that I am offended at the way I was accused. "Well someone barged behind the desk - how did you see that sheet?"
Oh well, a vent more than anything else - and no more stays in Macon, GA.

I'm assuming franchise....

Perhaps outling your experience to Marriott, in the same friendly manner, might help their franchisee get some re-training and get you some compensation, not so much for the power outage, but for the way they handled it and you.

Sorry to hear about your problems....

Pat

I will make sure that this property is one that I will not stay at if need arise. Customer service like this is sad, indeed. :td:

There goes Tomphot once again Macon trouble at yet another Courtyard...

Well, I see three issues here.

1. The rate. If you were quoted a rate then that is what they should have charged you. If they charged you other than what was quoted then you have an issue - otherwise it is open and shut. I don't see how adjusting it to some "average" rate would ever fly.

2. The power failure. I would consider this a serious inconvience. Even though it may not be the hotel's fault, you should expect a certain level of comfort. Some compensation may be in order: extra MR points, a voucher or even a comped room.

3. Accusing you of going behind the desk. Obviously something serious happend that upset the staff, even though it was not you. They don't need to badger you, however.

A well worded letter to Marriott corporate (and copying the GM), as camachinist suggested, for items 2 & 3 would be in order. You should quote names for item 3.

Ok, ok, it was me. I barged behind the desk. Well, just kidding. Although I have had strange things happen at that courtyard the two times I have stayed there. The first time were some teenagers having sex in the car next to mine in the parking lot and the second time was the maid coming into my room at 6:30 in the morning to clean. And not leaving until I requested a second time (she understood me just fine the first time but decided to ignore me).

This sounds like the worst hotel ever (unless, of course, you are a teenager in the car).

Mike

Not directly related, but at a Fairfield in Key West last month, when I checked in (made reservation via internet), the desk agent said, "The room rate is $129, would you like to put that on your xxxx Visa?" I said, "The rate is supposed to be $99." She said, "That's the weekday rate, on the weekend it's higher." I said, "That's not what my reservation said." She said, "That's what my screen is showing me."
I walked out to my car, pulled out the confirmation I printed out and brought with me (which had the $99 rate), and gave it to her. She looked it at, showed it to her manager, they talked about it, then she said, "Would like like to put the $99 charge on your xxx Visa?" Duh!

Although I didn't end up having at problem, it makes me wonder if there is an inconsistency between my reservation and what you think it is, whatelse might be wrong? Also, what would have happened if I made the reservation on the phone or internet, and didn't have a copy to prove the rate?

Jeff

I make all my reservations on the internet. I also print copies of all of them. At two different hotels and at Hertz this has saved me money when their records said I had a different rate.

To answer myself, I'd guess once I got home, and pulled up the mailed/emailed copy of my reservation, I could submit that the hotel and HOPE to get reimbursed for the difference.

That's not a guarantee though, the price at return time for a car rental didn't match the price I was supposed to receive. I didn't worry about it, figuring I could easily take care of it from home. I got such a run around from the rental office that I don't think I ever got the difference credited back. It's definitely preferrable to getting the rate corrected up front, and not hoping you can get a credit after the fact.

Jeff

Unquestionably. That is why I carry those printed copies with me.

Just a note regarding room rate discrepencies....

We recently had a doozy at the RI in Palm Desert, where we arrived at 2 am after a long day (and evening :) ) at the Colorado River. We left the following morning without getting our folio, as we got up late and had other places to go (IOW forgot). A couple of weeks go by and no stay posted on wife's MR account. Then MR VISA arrives with a 146.00 charge on a 45.00 Entertainment rate (yes, they photocopied our card on checkin). I told wife to call property, advise of overcharge, get credit, and get a copy of our folio to send to SLC. Well, she did, the credit processed the next day, the hotel took care of our stay credits with SLC and the points posted 3 days later. The only task left to work on, if necessary, is getting targeted bonus to post which hinged on this problematical stay. I'm sure they'll do fine :D

So, MR does it right sometimes too. And, no, we don't have status, just lowly MR VISA Silvers :)

I've had similar issues with Hertz, especially not getting PC's credited properly on express returns at non-gold offices, but their main office has always fixed it immediately when notified and I invariably get a letter of apology in the mail.

We all make mistakes; IMO, it's how we handle them that distinguishes us.

I hope the Courtyard in question here distinguishes itself honorably, in the end.

Pat

In 1998 I booked a suite (two adults and two children) at Chicago Marriott (on Michigan Avenue) for two weeks. The Marriott central reservation quoted $160 per night. I took her name and recorded time of call. In those days I did not have any written record.

When I checked in after a few days I saw my running total on the tv screen. I was being charged $350 per night. Immediately I complained and they agreed to reduce to $260 per night. I stuck to my guns and they had to honour the original rate quoted.

I keep all my confirmation emails in a separate travel folder in outlook express. If there is any rate discrepancy when I check in, I fire up the laptop and know exactly where the email is. Only had to do this once (Seattle Lake Union Courtyard -- and they relented).

Whether you print it out or have an email, I agree with others. It's smart to have a record of your reservation with stay details -- not just the conf#.

I don't know if it is the case here, but I might have asked for something similar. I stay at a lot more Starwood properties than Marriott, and one of the benefits of their program is the Sheraton Service Promise. They promise points, an adjusted rate or some other compensation if there is something that is not right with your stay.

Personally, I don't think that it is out of line to ask for a rate adjustment.

Stevekoe