Troublesome Weekend Stays
Jul 28, 2005 | 8:03 pm
#16
Join Date: Jul 2005
Posts: 45
It basically goes back to room rate..the higher the room rate the better the service...hotels these days are forced to drop their weekend rates due to the competitive weekend market. hence you notice low staffing levels. From experience when I am travelling on weekend with family I am bit more demanding as compared to me travelling alone on business. With regards to phone usage in hotels, thats a big NO NO....Also the package that includes internet, local calls does not include long distance calls but long distance access, it's kinda tricky. 
Jul 28, 2005 | 11:33 pm
#17
Join Date: Feb 2005
Location: The First State
Programs: DL, US, AA, MR
Posts: 225
our Marina Del Rey Stay
We stayed 6 nights at this property in June. Overall it was a comfortable stay. We arrived before 10am and were able to check in and automatically upgraded to concierge level. The Concierge lounge was open M-F for breakfast and suppose to be open Sun-Thur evenings.
Breakfast was stocked well each morning except our last one there. On that morning I met two charming men in the Concierge lounge, 1 of whom was an FA. I learned from them the hotel woke the FAs up at 3am instead of 3pm and had a few other issues. (I told them about flyertalk).
I was disappointed to learn this property did not offer free wireless access, andt their business center was a charge-by-the-minute PC (especially after just finishing a stay at a lower-end hotel in Anchorage that had both free wireless and free business PC with printer). With each complaint to the front desk staff about this, I was presented with a $5 or $10 free PC access card so I could check mail, itineray and print boarding pass.
Each morning bottled water or coffee was available in the hotel lobby for early risers. Since we had lounge access (and were also with kids) we did not use the restaurant or lobby bar. Our first day there only 1 of the 3 elevators were working which was a pain. For the most part front desk personnel were helpful.
We used an electronic award certificate and had no problems. However, a call to an 800 number yielded a phone charge. They removed it for me. Thankfully, even though the bill under our door had only parking charges, I asked what the total was at the desk and realized the descrepency. Otherwise the phone charge may have gone unnoticed.
Breakfast was stocked well each morning except our last one there. On that morning I met two charming men in the Concierge lounge, 1 of whom was an FA. I learned from them the hotel woke the FAs up at 3am instead of 3pm and had a few other issues. (I told them about flyertalk).
I was disappointed to learn this property did not offer free wireless access, andt their business center was a charge-by-the-minute PC (especially after just finishing a stay at a lower-end hotel in Anchorage that had both free wireless and free business PC with printer). With each complaint to the front desk staff about this, I was presented with a $5 or $10 free PC access card so I could check mail, itineray and print boarding pass.
Each morning bottled water or coffee was available in the hotel lobby for early risers. Since we had lounge access (and were also with kids) we did not use the restaurant or lobby bar. Our first day there only 1 of the 3 elevators were working which was a pain. For the most part front desk personnel were helpful.
We used an electronic award certificate and had no problems. However, a call to an 800 number yielded a phone charge. They removed it for me. Thankfully, even though the bill under our door had only parking charges, I asked what the total was at the desk and realized the descrepency. Otherwise the phone charge may have gone unnoticed.
Jul 29, 2005 | 12:36 am
#18
Join Date: Oct 2004
Posts: 523
Oh no!
This weekend, me and the two baby girl albatrosses are going on a road trip.
With $99 OTP rates throughout New England, I figure that free breakfast and $50 United coupon, coupled with $100 bonus bucks will make this a free road trip. With swimming pools for my girls and cool local attractions.
Now I am scared by these weekend stories.
So, here is what I will do. I will assert each thing I want to the desk staff, such as my coupons on check in and the platinum gift (of course the ice cream with my kids!!!).
I hope I am pleasantly surprised, and I will report back here.
With $99 OTP rates throughout New England, I figure that free breakfast and $50 United coupon, coupled with $100 bonus bucks will make this a free road trip. With swimming pools for my girls and cool local attractions.
Now I am scared by these weekend stories.
So, here is what I will do. I will assert each thing I want to the desk staff, such as my coupons on check in and the platinum gift (of course the ice cream with my kids!!!).
I hope I am pleasantly surprised, and I will report back here.
Jul 29, 2005 | 5:32 am
#19
Join Date: Mar 2005
Location: St. Petersburg, FL
Programs: Bonvoy Lifetime Titanium Elite
Posts: 455
Originally Posted by ameryki
....Also the package that includes internet, local calls does not include long distance calls but long distance access, it's kinda tricky.
Anyone else seen "LD Access"?
THanks!
Jul 29, 2005 | 7:00 am
#20
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 53,012
Originally Posted by albatross
This weekend, me and the two baby girl albatrosses are going on a road trip.
With $99 OTP rates throughout New England, I figure that free breakfast and $50 United coupon, coupled with $100 bonus bucks will make this a free road trip. With swimming pools for my girls and cool local attractions.
Now I am scared by these weekend stories.
So, here is what I will do. I will assert each thing I want to the desk staff, such as my coupons on check in and the platinum gift (of course the ice cream with my kids!!!).
I hope I am pleasantly surprised, and I will report back here.
With $99 OTP rates throughout New England, I figure that free breakfast and $50 United coupon, coupled with $100 bonus bucks will make this a free road trip. With swimming pools for my girls and cool local attractions.
Now I am scared by these weekend stories.
So, here is what I will do. I will assert each thing I want to the desk staff, such as my coupons on check in and the platinum gift (of course the ice cream with my kids!!!).
I hope I am pleasantly surprised, and I will report back here.
Jul 31, 2005 | 8:13 pm
#21
Join Date: Oct 2004
Posts: 523
Absolutely no problems whatsoever!!!!
I received excellent service at both the Marriott Rocky Hill (Connecticut) and the Renaissance Bedford (Massachussets).
At the Ren... At checkin, I asked my kids what they wanted off of the platinum arrival gift sheet. "Do you want fruit or cheese?" They both said in unison, "Pizza!" I laughed and chose the fruit. The associate up front laughed, as did the manager in the background. My kids are a big hit, as they are so cute (4 and 6 year old girls).
While at the pool, room service delivers pizza, fruit, cheese, and wine, all as Plat amenity! I spoke to the manager later, and he said that he wanted us to have a great stay, and thanked me for my loyalty to Marriott. They thought that I wanted the fruit or cheese, but the kids wanted pizza, so they just decided to send it all up.
So, I must say that I am bringing my good karma field with me on the weekend too! But I am sure that it is really my sweet girls, who are big hits everywhere!
albatross
I received excellent service at both the Marriott Rocky Hill (Connecticut) and the Renaissance Bedford (Massachussets).
At the Ren... At checkin, I asked my kids what they wanted off of the platinum arrival gift sheet. "Do you want fruit or cheese?" They both said in unison, "Pizza!" I laughed and chose the fruit. The associate up front laughed, as did the manager in the background. My kids are a big hit, as they are so cute (4 and 6 year old girls).
While at the pool, room service delivers pizza, fruit, cheese, and wine, all as Plat amenity! I spoke to the manager later, and he said that he wanted us to have a great stay, and thanked me for my loyalty to Marriott. They thought that I wanted the fruit or cheese, but the kids wanted pizza, so they just decided to send it all up.
So, I must say that I am bringing my good karma field with me on the weekend too! But I am sure that it is really my sweet girls, who are big hits everywhere!
albatross
Originally Posted by albatross
This weekend, me and the two baby girl albatrosses are going on a road trip.
With $99 OTP rates throughout New England, I figure that free breakfast and $50 United coupon, coupled with $100 bonus bucks will make this a free road trip. With swimming pools for my girls and cool local attractions.
Now I am scared by these weekend stories.
So, here is what I will do. I will assert each thing I want to the desk staff, such as my coupons on check in and the platinum gift (of course the ice cream with my kids!!!).
I hope I am pleasantly surprised, and I will report back here.
With $99 OTP rates throughout New England, I figure that free breakfast and $50 United coupon, coupled with $100 bonus bucks will make this a free road trip. With swimming pools for my girls and cool local attractions.
Now I am scared by these weekend stories.
So, here is what I will do. I will assert each thing I want to the desk staff, such as my coupons on check in and the platinum gift (of course the ice cream with my kids!!!).
I hope I am pleasantly surprised, and I will report back here.
Aug 1, 2005 | 8:36 am
#22
Join Date: May 2004
Posts: 915
Weekend at Ren Westchester, NY - A Comedy of Errors...
...but we weren't laughing.
The last phase is what I wrote on my comment card and gave to the front desk person who corrected our bill (which was the punctuation for a weekend during which all we (the wife and I) wanted to do was chill.
With that lead-in, away we go with the chronology of a two-night weekend stay (check in 7/30- check out 8/1) at the Renaissance Westchester.
(Apologies for length -- but this experience merits a major rant.)
First off, we chose the location because it was midway between where my wife and I had to be this morning -- her destination being midtown NYC, mine southern Rockland County.
Saturday, 7/30/05:
Check In
We arrive in the lobby, head for the desk. There's one guy in front of us being checked in and we wait...and wait...and wait...and wait (even though there are at least three other employees behind the desk, deep in conversation who notice us, but whose conversation seems to take priority over what are obviously guest waiting to check in.
Finally, a fourth employee joined them, looked up, noticed us and waved us to her "station".
-My EEO complimentary free weekend night coupon floored her. She had no idea how to code it into our record; took it to the back (to consult someone, I suppose), reappeared 5 minutes later to say she'd "straighten it out later" and proceeded to the rest of the checkin (and I chose the 500 point option in lieu of an arrival snack).
-Had vague (if any knowledge) of the rules regarding Plat upgrades - told me that they no longer offered suites (told her I knew that - never requested one; just expected, if available an upgraded room and lounge access). Said she could do that. (She wasn't clear as to what their policy was as to breakfasts on weekends when the lounge was closed and I didn't push it.)
-Our room was on the Concierge floor and there was no doubt about it - the furniture was brand spanking new, but a somewhat odd mix of "old" and "new" styles. First off, the bed was exactly as pictured in the Marriott news release of last January heralding the new beds.
But, there was an armoire instead of the low-slung dressers and the TV was not only not a plasma one, it was the old standard CRT. Drapes, carpeting, easy chair, desk were also obviously brand new. Bathroom appeared refurbished, but was of "standard design."
There was also an odor - could be the new wood cabinetry or a cigar (or a mix of both). Not overpowering - but annoying. The widow opens so we decided to "vent" the room while we went to lounge on the adjacent to the pool patio. (BTW - the hotel is set on a beautiful piece of property, way back from the highway with a walking trail through lush woods.
When we got back to the room - about 5 or so, the "turndown" had been completed (not really turndown- they put a sample o some sort of lotion ont the bed along with tomorrow's weather on a card - no mints). Actually nothing was 'turned down" and the decorative pillows had not been removed.
So be it.
But, the window was closed so the "smell" remained.
So be it - we'd ask them to deodorize the room on our way out. Little did we know that the fun was about to begin...
I took the first shower, the wife was in the tub and just as I finished dressing the smoke alarm went sounded and my (dripping) wife, wrapped in a towel bounded out of the bathroom, ready to evacuate. But then, the alarm stopped. Then it sounded again and stopped. Then again...
I picked up the cordless phone to call the desk, but no dial tone. Then I went to the wired phone on a nightstand - no soap.
I cautiously opened the door and it was obvious - all was well.
My wife resumed her shower and I went down to the front desk and requested to talk to whoever was the senior manager on duty and that turned out to be the front desk manager.
She listened to my litanary, apologized profusely and promised to set things alright. Said she'd send an engineer to check the smoke detector and housekeeping to deodorize and vent the room. Asked me what she could do for us as a gesture of their good will and I said I was not looking to extort anything out of them - I just wanted a hassle-free weekend; nothing more.
Little did I know...
We got back to the hotel around 10 PM. the smell had abated and apparentlty the smoke alarm was serviced) and got comfortable - I was in a robe surfing the tube, the wife was tucked in bed reading.
The phone rang and my wife answered. - it was room service telling us that when they tried to deliver our Platinum Arrival Gift - cheese and crackers they noticed the "Do Not Distrub" sign on the door. My wife told them we never ordered it - we'd chosen the points and it must be a mistake and we thought that ended it. But you'd have to say they were persistent in trying to get us to accept it - next came a knock at the door. Again, we told them they'd made a mistake.
Sunday 7/31
5: 30 PM Concierge Lounge
Naturally, inserting our keycards didn't give us access. The attendant let us in after I proved I was entitled to access.
On our way out, we had the front desk re-code our keycards.
Monday 8/1
Awoke to find the fill under our door - naturally, we'd been charged for both days. We gulped breakfast in the lounge and went, once again to the front desk. Luckily I had with me an electronic printout version of the EEO certificate - it certainly expedited getting this straightened out.
The front desk person (obviously senior; (noted my MR # and said she'd only seen a "three-zero" one once before) apologized profusely, corrected (after much keyboarding) our bill and said that she'd personally report what I told her (a summary of what's above) to the manager and deliver my comment card (Simply wrote -- "A comedy of errors and we're no longer laughing and included name, room number etc. etc.)
She told me the General Manager would be calling me.
If he does, I'm sure it will be an interesting conversation.
PS - Fortunately traffic was light - I got my wife to her train in time.
The last phase is what I wrote on my comment card and gave to the front desk person who corrected our bill (which was the punctuation for a weekend during which all we (the wife and I) wanted to do was chill.
With that lead-in, away we go with the chronology of a two-night weekend stay (check in 7/30- check out 8/1) at the Renaissance Westchester.
(Apologies for length -- but this experience merits a major rant.)
First off, we chose the location because it was midway between where my wife and I had to be this morning -- her destination being midtown NYC, mine southern Rockland County.
Saturday, 7/30/05:
Check In
We arrive in the lobby, head for the desk. There's one guy in front of us being checked in and we wait...and wait...and wait...and wait (even though there are at least three other employees behind the desk, deep in conversation who notice us, but whose conversation seems to take priority over what are obviously guest waiting to check in.
Finally, a fourth employee joined them, looked up, noticed us and waved us to her "station".
-My EEO complimentary free weekend night coupon floored her. She had no idea how to code it into our record; took it to the back (to consult someone, I suppose), reappeared 5 minutes later to say she'd "straighten it out later" and proceeded to the rest of the checkin (and I chose the 500 point option in lieu of an arrival snack).
-Had vague (if any knowledge) of the rules regarding Plat upgrades - told me that they no longer offered suites (told her I knew that - never requested one; just expected, if available an upgraded room and lounge access). Said she could do that. (She wasn't clear as to what their policy was as to breakfasts on weekends when the lounge was closed and I didn't push it.)
-Our room was on the Concierge floor and there was no doubt about it - the furniture was brand spanking new, but a somewhat odd mix of "old" and "new" styles. First off, the bed was exactly as pictured in the Marriott news release of last January heralding the new beds.
But, there was an armoire instead of the low-slung dressers and the TV was not only not a plasma one, it was the old standard CRT. Drapes, carpeting, easy chair, desk were also obviously brand new. Bathroom appeared refurbished, but was of "standard design."
There was also an odor - could be the new wood cabinetry or a cigar (or a mix of both). Not overpowering - but annoying. The widow opens so we decided to "vent" the room while we went to lounge on the adjacent to the pool patio. (BTW - the hotel is set on a beautiful piece of property, way back from the highway with a walking trail through lush woods.
When we got back to the room - about 5 or so, the "turndown" had been completed (not really turndown- they put a sample o some sort of lotion ont the bed along with tomorrow's weather on a card - no mints). Actually nothing was 'turned down" and the decorative pillows had not been removed.
So be it.
But, the window was closed so the "smell" remained.
So be it - we'd ask them to deodorize the room on our way out. Little did we know that the fun was about to begin...
I took the first shower, the wife was in the tub and just as I finished dressing the smoke alarm went sounded and my (dripping) wife, wrapped in a towel bounded out of the bathroom, ready to evacuate. But then, the alarm stopped. Then it sounded again and stopped. Then again...
I picked up the cordless phone to call the desk, but no dial tone. Then I went to the wired phone on a nightstand - no soap.
I cautiously opened the door and it was obvious - all was well.
My wife resumed her shower and I went down to the front desk and requested to talk to whoever was the senior manager on duty and that turned out to be the front desk manager.
She listened to my litanary, apologized profusely and promised to set things alright. Said she'd send an engineer to check the smoke detector and housekeeping to deodorize and vent the room. Asked me what she could do for us as a gesture of their good will and I said I was not looking to extort anything out of them - I just wanted a hassle-free weekend; nothing more.
Little did I know...
We got back to the hotel around 10 PM. the smell had abated and apparentlty the smoke alarm was serviced) and got comfortable - I was in a robe surfing the tube, the wife was tucked in bed reading.
The phone rang and my wife answered. - it was room service telling us that when they tried to deliver our Platinum Arrival Gift - cheese and crackers they noticed the "Do Not Distrub" sign on the door. My wife told them we never ordered it - we'd chosen the points and it must be a mistake and we thought that ended it. But you'd have to say they were persistent in trying to get us to accept it - next came a knock at the door. Again, we told them they'd made a mistake.
Sunday 7/31
5: 30 PM Concierge Lounge
Naturally, inserting our keycards didn't give us access. The attendant let us in after I proved I was entitled to access.
On our way out, we had the front desk re-code our keycards.
Monday 8/1
Awoke to find the fill under our door - naturally, we'd been charged for both days. We gulped breakfast in the lounge and went, once again to the front desk. Luckily I had with me an electronic printout version of the EEO certificate - it certainly expedited getting this straightened out.
The front desk person (obviously senior; (noted my MR # and said she'd only seen a "three-zero" one once before) apologized profusely, corrected (after much keyboarding) our bill and said that she'd personally report what I told her (a summary of what's above) to the manager and deliver my comment card (Simply wrote -- "A comedy of errors and we're no longer laughing and included name, room number etc. etc.)
She told me the General Manager would be calling me.
If he does, I'm sure it will be an interesting conversation.
PS - Fortunately traffic was light - I got my wife to her train in time.
Aug 1, 2005 | 6:43 pm
#23
Join Date: Jun 2004
Location: Orange County, CA (SNA)
Programs: Marriott Rewards Platinum, AA Plat, Hilton Silver
Posts: 37
Renaissance Bedford is the Best
Originally Posted by albatross
Absolutely no problems whatsoever!!!!
I received excellent service at both the Marriott Rocky Hill (Connecticut) and the Renaissance Bedford (Massachussets).
At the Ren... At checkin, I asked my kids what they wanted off of the platinum arrival gift sheet. "Do you want fruit or cheese?" They both said in unison, "Pizza!" I laughed and chose the fruit. The associate up front laughed, as did the manager in the background. My kids are a big hit, as they are so cute (4 and 6 year old girls).
While at the pool, room service delivers pizza, fruit, cheese, and wine, all as Plat amenity! I spoke to the manager later, and he said that he wanted us to have a great stay, and thanked me for my loyalty to Marriott. They thought that I wanted the fruit or cheese, but the kids wanted pizza, so they just decided to send it all up.
So, I must say that I am bringing my good karma field with me on the weekend too! But I am sure that it is really my sweet girls, who are big hits everywhere!
albatross
I received excellent service at both the Marriott Rocky Hill (Connecticut) and the Renaissance Bedford (Massachussets).
At the Ren... At checkin, I asked my kids what they wanted off of the platinum arrival gift sheet. "Do you want fruit or cheese?" They both said in unison, "Pizza!" I laughed and chose the fruit. The associate up front laughed, as did the manager in the background. My kids are a big hit, as they are so cute (4 and 6 year old girls).
While at the pool, room service delivers pizza, fruit, cheese, and wine, all as Plat amenity! I spoke to the manager later, and he said that he wanted us to have a great stay, and thanked me for my loyalty to Marriott. They thought that I wanted the fruit or cheese, but the kids wanted pizza, so they just decided to send it all up.
So, I must say that I am bringing my good karma field with me on the weekend too! But I am sure that it is really my sweet girls, who are big hits everywhere!
albatross
Aug 1, 2005 | 8:30 pm
#24
Join Date: Apr 2001
Programs: Marriott Titanium; Hilton Diamond; United Silver
Posts: 114
Originally Posted by happywanderer
Bummer. From my experience, it's true that weekend services are greatly diminished. I've learned, though, never to surrender elite offers, bonus bucks, or any other document that has value, until checkout. I've learned, too, to never, never, never, never use a room telephone.
Aug 1, 2005 | 9:50 pm
#25
Join Date: Oct 2004
Posts: 523
It's good to know that my experience was no fluke!
Originally Posted by JanetPlanet
I've stayed at the Renaissance Bedford (during the World Series in 2004 when the Red Sox won!) and I found it to be very service-oriented. Not surprised they went the extra mile for you.
Aug 2, 2005 | 6:13 am
#26
Join Date: Aug 2004
Location: New York
Programs: Ex Marriot Platinum, CO Gold
Posts: 342
Originally Posted by rahmanbar
...but we weren't laughing.
Aug 2, 2005 | 6:55 am
#27
A FlyerTalk Posting Legend
Join Date: Jul 2002
Location: MCI
Programs: AA Gold 1MM, AS MVP, UA Silver, WN A-List, Marriott LT Titanium, HH Diamond
Posts: 53,012
Originally Posted by eduboys
So basically you had bad service at checkin, a faulty fire alarm, a faint odor in the room, and a bit of trouble with an EEO. Not the best of stays, but I don't think I'd be nearly as upset as you were about it. People make mistakes... nothing you can do about besides hope the grass is greener at another hotel chain.
Process/efficiency problems are what bug me. People not thinking and problem-solving. Doesn't sound like anything major went wrong on this stay from a process perspective.
I've simply come to expect that I'll have to explain EEO or Premium Pounds in detail at check-out. Yeah, that's a process problem that I shouldn't have to deal with, but I guess I've just set the expectation that I will, so I don't let it ruin my day.
Aug 2, 2005 | 11:02 am
#28
Join Date: May 2004
Posts: 915
eduboys/pinneped
Actually, I agree to an extent - these things can happen anywhere, but I did try to anticipate and preclude at least a couple of the foul-ups.
First, when it was obvious that the FD check-in person didn't understand how to process an EEO I tried, (twice) to connect her with the plat line - instead what I got was a "don't worry about it". And I wouldn't have - accept that on Monday morning we were really pressed for time. (BTW, from what I could gather the EEO was misplaced - luckily I had a printout version w/me thanks to a suggestion on this forum.
Second, I made a point of telling that manager who I talked to on Saturday (when she asked what she could do to make amends), that it wasn't necessary (gift/points/free night/whatever). I understood "things happen"; that all we wanted was not to have to bother with hassles. The result of that was the late-night phone call from room service about being unable to deliver what they termed "platinum arrival gift" and our explanation that we'd already chosen the points. (Maybe they mixed up the rooms, maybe the manager decided to go ahead with a gesture anyway, but in any event we were bothered again.
For sure - they certainly responded to our requests with regard to the odor and the faulty smoke detector (which, upon reflection may have had a defective battery or was indicating a battery that was failing), but, and this one, I think is valid - the phone not operating simultaneously with the alarm sounding (which intially you have to assume is a valid warning) - that, I think is important.
Had it been a real emergency we had our cell phones and this incident suggests to me that along with securing the lock and chain on a room in order to prevent surprise/erroneous entry (as discussed in another thread) that it probably is a good idea to check out and assure that a cell phone will work in a hotel room.
Lastly, let me reiterate - the Renaissance Westchester is a gorgeous property; and the staff member we interacted with at checkout (and who made the suggestion that it actually would be beneficial for them to make the GM aware of what when on truly exemplified the flip side of the opinion someone registered earlier in the thread - that the least experienced staff members are the ones on duty on weekends and their job performance is a reflection of it.
I'm not going to provide a link, but my review of another Ren, the Del Monte Lodge in Pittsford NY is the journal of a markedly different experience (and the comment card I left with them certainly reflected it).
I have no intention of looking for greener pastures (or extra MR points) - many more years "000" MR#) as a Marriott customer convinces me that their grass is the greenest rven though every once and awhile you find a burned-out spot.
The thread title is "Troublesome Weekend Stays". Whatever one thinks of my reaction to what went wrong or my opinion as to why - well, it's a free country. But, no matter what, my entry was ontopic/consistent with the thread title.
Editing to add - As an FYI - The contrasting, excellent stay at the Ren Del Monte was also a weekend stay
Actually, I agree to an extent - these things can happen anywhere, but I did try to anticipate and preclude at least a couple of the foul-ups.
First, when it was obvious that the FD check-in person didn't understand how to process an EEO I tried, (twice) to connect her with the plat line - instead what I got was a "don't worry about it". And I wouldn't have - accept that on Monday morning we were really pressed for time. (BTW, from what I could gather the EEO was misplaced - luckily I had a printout version w/me thanks to a suggestion on this forum.
Second, I made a point of telling that manager who I talked to on Saturday (when she asked what she could do to make amends), that it wasn't necessary (gift/points/free night/whatever). I understood "things happen"; that all we wanted was not to have to bother with hassles. The result of that was the late-night phone call from room service about being unable to deliver what they termed "platinum arrival gift" and our explanation that we'd already chosen the points. (Maybe they mixed up the rooms, maybe the manager decided to go ahead with a gesture anyway, but in any event we were bothered again.
For sure - they certainly responded to our requests with regard to the odor and the faulty smoke detector (which, upon reflection may have had a defective battery or was indicating a battery that was failing), but, and this one, I think is valid - the phone not operating simultaneously with the alarm sounding (which intially you have to assume is a valid warning) - that, I think is important.
Had it been a real emergency we had our cell phones and this incident suggests to me that along with securing the lock and chain on a room in order to prevent surprise/erroneous entry (as discussed in another thread) that it probably is a good idea to check out and assure that a cell phone will work in a hotel room.
Lastly, let me reiterate - the Renaissance Westchester is a gorgeous property; and the staff member we interacted with at checkout (and who made the suggestion that it actually would be beneficial for them to make the GM aware of what when on truly exemplified the flip side of the opinion someone registered earlier in the thread - that the least experienced staff members are the ones on duty on weekends and their job performance is a reflection of it.
I'm not going to provide a link, but my review of another Ren, the Del Monte Lodge in Pittsford NY is the journal of a markedly different experience (and the comment card I left with them certainly reflected it).
I have no intention of looking for greener pastures (or extra MR points) - many more years "000" MR#) as a Marriott customer convinces me that their grass is the greenest rven though every once and awhile you find a burned-out spot.
The thread title is "Troublesome Weekend Stays". Whatever one thinks of my reaction to what went wrong or my opinion as to why - well, it's a free country. But, no matter what, my entry was ontopic/consistent with the thread title.
Editing to add - As an FYI - The contrasting, excellent stay at the Ren Del Monte was also a weekend stay
Last edited by rahmanbar; Aug 2, 2005 at 11:11 am
Aug 2, 2005 | 11:04 am
#29
Join Date: Dec 2003
Location: Pasadena,Ca.,US.
Programs: AA, Delta, United, SPG plat, Hyatt dia
Posts: 7,140
To me it is the culmination of things.Yes things happen-and it is nice when they are fixed quickly-but 4 things going wrong in one weekend?Sorry but I would be upset also.
Again I ask-why should we have to work/worry/be bothered by such thing on our weekends?When my leisure time involve dealing with other peoples screwups/mistakes/ineptness then that is to much like work for me.
And I will state-at the risk of sounding greedy-that I expect compensation for a weekend ruined by someone other than myself when proper training/maitenance/concern would have prevented the ruination of my leisure time.
Again I ask-why should we have to work/worry/be bothered by such thing on our weekends?When my leisure time involve dealing with other peoples screwups/mistakes/ineptness then that is to much like work for me.
And I will state-at the risk of sounding greedy-that I expect compensation for a weekend ruined by someone other than myself when proper training/maitenance/concern would have prevented the ruination of my leisure time.
Aug 2, 2005 | 1:43 pm
#30
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FWIW, I wasn't disagreeing with rahman's decision to post his experience here. I agree it's on-topic. It's just that by the time I got into the complaints about the turndown service, the cardkey not working in the lounge door, and the phone call from a staff member trying to give you a Plat gift, I started to think "OK, this stay wasn't really that bad!" That's all.