I'm dealing with a client service issue (still somewhat unresolved) from a recent stay and I think I should email the GM. I'd appreciate thoughts as to whether it's the best course of action - as well as what compensation I should ask for.

Here's the course of events:

-- May 21st - check into property for 4 night stay. Staying on a special rate that included free parking. Conversation between me and the front desk clerk: "I have a rate that includes free parking." "Oh, I don't think it does." Goes to back office, comes back a few minutes later, "Oh, my mistake, you do get free parking."

-- May 25th - check out. I get two bills under the door. One is for the room (correct). The other is a separate bill - with a parking charge. Furious, I ask for manager on duty at the front desk. They get the Assistant Front Desk Manager. He tells me that I shouldn't have gotten the second bill, but that it is printed so that the accounting department can deal with the parking charges. I ask him why the parking bill says it will be settled to my Visa card. He says that he can't give me an explanation for that, but assures me that it won't hit my credit card. He takes the bill and gives me his business card. At this time, I also brought up another issue. The rate I stayed on (I've stayed on this rate several times) for some reason gives me an incorrect number of Marriott Rewards points. Another Front Desk Mgr. looked into it, and said it couldn't be fixed. Each time I've stayed there, they've done a MR points adjustment of 5,000 points (approximately 1,500 for the error - and the additional for the inconvenience of having to go to the front desk to deal with it every time). I've put up with this because I've always gotten extra points out of the deal. I explained this to the guy, and says, no problem, I'll take care of that too.

-- May 27th. Parking charge hits credit card, despite the manager' promise that it wouldn't.

-- May 30th. I leave voicemail for manager explaining that I was charged for parking and that I haven't seen MR points adjustment either. He calls back, says that he will take care of parking and that MR points adjustment can take 10 days. My expectation (which I think was reasonable) was that at this point the credit to my credit card should have been dealt with that day.

-- June 8th. I call again. Still no credit and no MR points.

-- June 9th. He calls back, leaves message that he will follow-up on both issues.

-- June 16th. Still nothing. I call again, and I leave a message that if both matters aren't dealt with in a few days, I will elevate issue to a higher level of management at the property. He calls back, leaves message that credit has been processed; will follow up with MR.

-- June 19th. Credit hits for parking. Still no MR adjustment.

So here's where I'm at. I think that it's ridiculous that 1) I was charged for parking after the front desk clerk confirmed that I was supposed to get free parking; 2) that I had to call this guy 3 times and that it took 3 1/2 weeks to get the charges reversed; 3) that I still don't have my MR points.

I think that I should email the GM and tell him what happened. Round numbers, I'm thinking of asking for 10,000 points, to take care of 1) the points discrepancy; 2) the billing error; 3) the fact that I had to call 3 times; and 4) the fact that the points discrepancy hasn't been resolved. Does this seem reasonable?

Not that I am trying to "pull rank," but I am a plat and I shudder to think how a regular guest would be treated if I have had so much difficulty getting these things addressed. IMO, after assuring me that I wouldn't be charged for parking, he should've ensured that I was issued a credit immediately. Additionally, I've had hotels get points adjustments done in 1-2 days, so I don't buy the "10 business days" bit - and besides, it's been a lot longer than that.

Am I being unreasonable here? Does this warrant emailing the GM? Sorry for the long rant but I wanted to give everyone the full picture. Thanks in advance for your help!

I have had properties correct me for point discrepancies in one to seven days. As for getting a refund to your credit card, that should have happened a lot faster. I received a credit for an erroneous cancellation charge within two weeks of calling in to get it resolved.

It sounds like a bunch of little things went wrong, and the manager was not providing the normal customer service expected at a Marriott. You should write to the GM and highlight the consistent errors in calculating award points. There is probably something wrong with the hotel's computer program with regards to the award points.

I would shoot the GM a letter describing the events that took place during your stay. Even a link to this forum thread would be helpful to them.

Credit card chargebacks usually can be processed within two business days. The time that it takes to post to a user's credit card account varies depending on the financial institution.

Marriott Reward points are typically only calculated on the dollar amount spent (room rate), unless a certain promotional code is used. If adjustments have been made in the past at this particular location, it may be that they set an incorrect precedent and are having some consistency issues in following through on it. In my experience (15+ years) as a GM, There are very few times when adjustments need to be sent in manually for MRWD points. It does take up to three weeks to process these points that are sent in manually, especially if the property is sending a fax and not entering the information directly to the Marriott Rewards Service desk.

As a GM, I would want to know the inconveniences that you described. You have given the right channels ample time to correct the errors you encountered. I hope this helps.

Have you contacted Marriott Customer Care? In my experience, they have been very good about following up with hotels on issues.

I stayed at a Marriott hotel overseas a couple of months ago, the in-room HSIA did not work in spite my corp rate included the fee. The hotel offered me to use HSIA in their Business Center, but it was a bit inconvenient as I had to carry my laptop around (it was located on the opposite side of the building).

After I came back home, I sent a quick note to the customer care (just as my feedback - I was not complaining anything, actually I received very nice upgrade and the overall stay was cool).

2 days later, I got a call and an e-mail from the GM apologizing the inconvenience I experienced. She even offered me a free night in my future stay at the hotel... :-:

Marriott_Guy,

Welcome to FT and thanks for your input.

I understand what you are saying about Marriott Rewards point calculations. I have used a rate code that includes free parking, breakfast and admission tickets to a local attraction (at a rate lower than the hotel's rack rate). The number of Marriott Rewards points that calculate with this rate code come out to less than 10 points per dollar. An assistant front desk manager at the property researched it and was unable to find a solution - so he simply started giving me 5,000 extra points every stay.

As an aside, I noticed that you are a GM in Cleveland - I surmise either the Marriott Airport or the Marriott Downtown. I'm not expecting you to reveal your identity here, but I'll just say that the Marriott Downtown is a great property. I haven't stayed at the Marriott Airport - so can't comment there...

LPCJr.

Thanks for the welcome to this forum. It sounds as if this is a rate program that is specifcally set up for a certain property (based on your description). Depending on the amount of discount off of their rack rate (you know hotels a bit using that term ) , this may affect the amount of points awarded/earned. Shoot me an email with the rate code that you are using and I'll check into it for you. I will not be able to provide you an answer if it is a property specific program - this will have to be done at the respective property.

To avoid any confusion, I am not the GM at either of the properties that you mentioned. I listed my profile as such since I have been a GM (and currently am) for the past 15 years with 3 different brands of Marriott, with regional management experience. No - I am not trying to submit my resume at all! Just read the last few sentences and had to laugh a bit to myself. Thought it was important to leave in this post for you though.

Thanks.

It really depends. Sometimes I stay on a rate that includes both free parking and free HSIA. Most of the time they do not show up on the folio that it delivered middle of the night but sometimes they do. I always make sure that the issue is dealt with at the check out.

Welcome to this board--it is great to hear from Marriott folks including Socrates, Marriott Concierge (Chris), and you. I think we all appreciate your insights. ^

A few thoughts:

- A real letter will probably get more attention (and better results) than an e-mail.

- I question why you continue giving business to a property that has consistently made mistakes with simple things like the proper crediting of points for your stays. I understand that you were happy with the little "bonus" for their screw-ups, but you shouldn't be too surprised that if they can't get THAT right that other things are handled in a loosy-goosy manner as well.

- I don't think that going to the front desk "furious" on the day of check-out was either smart or warranted. "Annoyed," yes at having to correct an issue you thought you had already addressed, but "furious" is a bit over the top (and may have led to the hotel staff concluding you were a fruitcake, making them less likely to want to help you).

- Compensation? Hah! Personally, I think it's always best to write a letter detailing the situation without asking for anything in return. Otherwise you just come across greedy. Be objective in your letter, keep emotions out of it, and see how the GM handles the situation. If he doesn't offer, WITHOUT PROMPTING FROM YOU, to make you happy, then it's probably time to find a new hotel in the area to give your business to.

I thought I would take a minute to let everyone know what happened.

I sent a very detailed email to the GM, letting him know everything that happened. I asked for 10,000 MR points at compensation.

I got back an auto out-of-office reply that he was gone for several weeks. I was able to get an email address for the Resident Manager as an alternate contact, and I resent my email to that gentleman.

I received a very apologetic email the same day. He gave me the points I asked for - and believe it or not, the points showed up the next day. Also, he promised to follow up with the Front Desk Manager that had dropped the ball.

This just goes to show that something CAN get done in a timely manner when someone takes ownership and follows through. Also, while I shouldn't have had to write a letter, I think Marriott does a good job of admitting when they've screwed up and they "do the right thing" to take care of the customer. So, all in all, an acceptable resolution.