Rude and Incorrect Information
 

Who is the CEO and their assistant to write for Marriott, I have a situation where I am pi**ed.

Does anyone have name address and phone numbers to the executive office,
this requires a letter?

Try using planetfeedback.com. Care to share with us why you are so upset?

There is also a Marriott employee, Marriott Concierge, that can be quite helpful.

Bob

10400 Fernwood Road Phone: +1 301 380-3000
Bethesda MARYLAND 20817 Fax: +1 301 380-3969

John W. Marriott, Chief Executive Officer

Located from Company Profile at marketwatch.com

I have sent correspondence to them at their headquarters (it was a Maryland address, IIRC, not sure if it was the same one above) and received a prompt response a couple of years ago when I had a significant problem with one of their properties which I booked several rooms in for a wedding.

I would first try local management, which I am going to assume you have. If they do not or refuse to help, go to the top depending on the severity of the problem.

In my case, the hotel decided to allow a party for a group of what seemed to be underage kids starting at 4:00am. Without going into details, the 4:00am party turned into a disaster.

In this case, local management was apologetic and provided a free breakfast, but refused to take accountability for anything. It was a bloody nightmare for a lack of better words.

Fortunately I've had nothing but great service as a general rule, other than a minor problem or two, from Marriott other than this one stay.

SDF_Traveler

I tried to book an award at the Hotel, 50 weeks out at midnight the property time on a Thursday thru Wednesday, the first half of the stay Thursday thru Sunday was fine. Again I called the following Sunday to complete the reservation as I was instructed to by the Plat line, at this time res told me no award stays were available, they were not loaded into the system yet.
No problem here.
I call the hotel as instructed by res and I get a very snotty and rude front Desk Manager.
He tells me that all rooms at the Hotel are sold out for an event, even REVENUE rooms.
While he is on the phone, I go to the Marriott web site and book a revenue room.
At this point he becomes hostile with me on the phone, says I am backing him into a corner and that I have made a liar of him. The conversation from his side just gets worse. We cant let you have that room or your free room using points.
When I say "What can I do to accomadate you besides not staying at your Hotel" he goes balistic with the guest is not always right.
As I close the conversation after an earful from him I say, "As A Platinum member with Marriott for may years and over a million points, this is the first time I am using points, it would seem you could rise to the Challange to help
me."
The conversation ends here when he hangs up on me.
WOW, he must have been having a bad day

Just because you can book a room doesn't mean they have rooms available. You, as a platinum member have a 48 hour guarantee, and are able to book rooms online with that guarantee. A Gold, Silver or non-elite customer may not have been able to book that room.

Also, just because a room is available for you to book doesn't mean they have rooms available for awards. If you are planning this far out then I would pick a different week. Depending on the time of the year, some properties are very difficult to get awards. A good example is the Vail Marriott Mountain Resort and Spa during February and March.

The next Sunday-to-Sunday week of availability is released on Sunday nights. If you check first thing Monday morning then the next week of availability will show. For example, this coming Monday the week of Sunday February 19, 2006 to Sunday February 26, 2006 will be released for booking and award stays.

With that said, Hotel personel should still treat you with the utmost repsect and courtesy. If they did not, then you should write the Hotel's GM and also Mr. M if you think that is in order. Good luck in your search for availability and I hope the information I provided was helpful.

If you are Plat, you can still find out if the hotel is sold out to the general public by simply not signing in to Marriott.com when making the room request.

If a room is available to the general public but not for points, you can use a "stay anytime" award for more points and override the capacity controls. You cannot use a "stay anytime" award if the only rooms available are with Platinum overrides.

Start with the GM. No need to be escalating to corp before talking to the GM.

Award rooms are capacity controlled. It's quite possible that there really is an event there and they choose not to open any rooms for awards.

This gets back to my ***** about the Mega Promo where we are going to amass more points that we can not use.

Bottom line.

If you are a Plat and they have a room, they should give it to you.

I only hope that this might be the case with Platinum Premier, but as usual I have not received my card or any documentation on this newer level.

A serious question. When would you have time to use the points? You stay in Hotels at least 185 nights a year to maintain your MR and SPG Plat, and Hilton diamond statuses.

Regarding your statement that if you are Plat and they have a room they should give it to you. They do, it is called a stay anytime award. Unfortunately, that is the way the rules work right now. I understand what you are asking, and while it is good to present those views here, you may wish to pass that suggetsionn on to MR. While Marriott Concierge may see it in this forum, that is not guaranteed nor an official channel.

I stayed over 200 nights last year, and managed to use a 5 night reward... Even those of us that book out over an extended period time are able to take vacations. Truly living out of a suitcase.

My SPG was a comp for showing my MAR and HH cards.
I am going to burn my HH points and go with MAR and SPG from here out.

I will spend over 200 nights this year in hotels, One of these days I will take a vacation.

rockdocs,

I want to offer my sincere apologizes regarding this matter. My recommendation would be to contact Marriott Guest Relations. They are in charge of hotel and reservation related issues. The number to call for full service properties is 1-800-535-4028.

Or if you prefer not to call, you can always send an email by going to the "Contact Us" page on Marriott.com.
https://marriott.com/suggest/suggest..._Ref=mi_header

Sincerely,

Chris Janecek

I'm not sure this is a fair comment. I recently booked a round-the-world trip. Even booking 11 months out the flights were difficult to schedule using miles, but the hotels were a breeze. In 9 different cities I am visiting, I made reservations using my Marriott points with no problems at all. In some cases, such as Hawaii, I even changed my mind about which property and twice cancelled one reservation to make another. I was never unable to reserve a room in any property.

Over this past New Years, we decided to go to down town Orlando at close to the last minute. I had to use an Anytime reward, which wasn't unexpected since it was a last minute request during a peak time, but again I was able to reserve a room and we had a great time.

I am sure there are times when an award night cannot be used. But to say that Marriott points are unusable seems blatantly inaccurate to me. I have used my points with some regularity and find Marriott to be far more flexible in honoring awards than any airline program I have encountered. While I would be the first to criticize the egregious attitude and behavior attributed to the employee above, I personally do not believe your characterizations regarding the program as a whole are fair.

That is precisely the reason why I stay enough nights in both HH and MR. If I can't get a room from MR, HH Diamond desk can always override and get me the reward room reservation at the hotel I want as long as there is vacancy.