Almost done with Marriott re: Privacy Issues
 

I've been PLT or PLT Premier for 7 years running. I have over 1200 nights banked, 160+ so far this year. I will be in hotels every single day between now and Dec 24th (including thanksgiving). Most of those will probably end up going to Marriott.

That said, I'm starting to look for other options. Marriott has, in the interest of other guest's comfort and their own "research" compromised my privacy on two occasions.

1.) My SO is a social smoker. I smoke cigars maybe once a month, but never indoors. Because I never knew the plans, I had smoking in my profile. While staying at the REN International Plaza (Tampa FL), I came back to my room around 5pm on a Saturday to find hotel security and a manager **IN MY SUITCASE**. They told me that they were checking on rooms occupied by people who had "smoking" in their profile since the ban was new. I have never smoked a cigarette in a Marriott hotel room. They found a humidor in my bags with a single cigar in it and subjected me to an interrogation about it. The manager said he would "let me off", however, I should "be more careful." I have never felt this invaded in my life.

2.) I checked into the TownePlace Suites in College Station TX this weekend. The front desk clerk asked what I was doing in town. I thought she was just being friendly. I said "oh, a personal occasion". She said "I need something more detailed than that." I thought, weird, but ok.....maybe she gets a bonus if x% of her guests answer a survey question or something. I said "grabbing a few drinks with friends since I have downtime the rest of the weekend." Would you believe it, when I get my folio via email, which goes to my SO's email as she prints everything out for my expense reports, the hotel put the following as my address:

Mr. Dillman
PERSONAL: Drinking and Seeing Girlfriend
<address>

I was in that town to see a friend, and have always been faithful to my SO, I am LIVID that this was put in my bill, which she has seen.

FYI, big brother is watching

I would've called the police on number 1.

I agree that what happened is completely unacceptable. I would contact Hotel and Reservation Customer Service to see if there is something they will do for you. I would be extremely livid too!

Remind us -- why you would continue to stay with Marriott -- or, why /if not you are not speaking on the phone to Bill Marriott and an attorney?

Well.....they have the most hotels in the areas I travel to :)

Figured as much -- which is why I deal with the occasional problem and still go back to Marriott, but in the case of the tresspass and invasion -- I would not let that go by without something hitting the fan.

For #1, you should send a letter to the GM of the property informing him or her that going through your luggage without just cause constitutes an invasion of privacy. You should demand a full refund for your stay and something extra for the loss of privacy.

For #2, you should send another letter to the GM asking that the clerk who checked you in be disciplined. They will have that information recorded. You could demand something, but in this case I would be more concerned with making sure the property makes sure its employees do not repeat the same mistake.

Marriott is only suppose to ask if you trip is for business, pleasure or for both. If asked for any more info, I would refuse and tell the clerk to take the question and stick it somewhere.

In both cases, you should cc a copy of the letter to the Bill Marriott's office.

J. W. Marriott Jr., CEO/Chairmain of the Board
1 Marriott Drive
Washington DC 20058

You should let them know that you are a loyal Platinum Premier member who has stayed at least 75 nights for the past 7 years. I am a big fan of Marriott, but I believe that you have the right and obligation to complain about your poor experiences. IME, I have always received excellent customer service to problems, although I have experienced nothing like your recent experiences.

I am stunned by your experience at Marriott. I started with Marriott last year continued this year - both times qualifying as platinum. Right when the smoking ban was announced, I signed up with Starwood. I'm a smoker, not a rapist, and should not be treated like a criminal.
What baffles me is someone at Marriott gave the directive to search suitcases of guests who are smokers. I think the action of Marriott was disgraceful and completely unwarranted. Some of us worry about the cleaning crew taking a few things - now we have to worry about overzealous managers!
If I were you, I would be looking for a lot more than a reimbursement or points.
I have 250,000 points and plan on burning them at Ritz Carlton.

Keep in mind that Marriott is not the only hotel in town. You also have Starwood and Hilton. If Marriott wants to use gestapo tactics to manage their business, the best we can do is make sure they don't have much of a business to manage.

When did Starwood reverse their smoking ban?

It's a North American Westin ban, isn't it?

If any of the above is true, all I can say is that I AM STUNNED. Seriously consider a lawsuit. I won't go on and on but this needs to be taken seriously because of the timing of ALL Marriotts going smokeless and if Corporate gave bad directions to its hotels as to treat this or didn't give good (or enough) direction on how to treat this, they need to be sent a message asap. If that involves being on the receiving end of a lawsuit to alert them to a problem they have with training its staff, they should consider themselves lucky that they have a chance to rectify it quickly and before it happens a hundred times.

On issue #1, I would be seeking the advice of an attorney. It sounds as if it was an illegal search, which if the rent-a-cop security figure who was there actually was a cop in real life, would have known he could not do a search without probable cause that a crime may have been commited. The hotel may be within its scope to enter the room, but I believe going through luggage without a valid reason crossed the line.

#2 was just plain idiotic on the CSR's part. I've been getting that question a lot lately, but I thought it was always due to needing to verify the rate I was using.

To the OP: I agree with the RichMSN, call the police on #1 and have security and the Manager arrested. Since this is now after the fact, I would follow-up with Marriott Corporate and the Hotel's GM. All you need to do is provide your name and MR # as they will readily know your stay frequency, so touting it will just be overdone IMO.

With regard to #2, prodding for anything more than a response of "Business" or Pleasure" should result in a simple reply "I don't believe that is any of your business. May I speak to your general manager?".

My guess is that you do not know that this is the case as I would be very surprised if someone in Marriott Corporate, or even a GM, suggested this course of action. If you do know this to be fact, then please share your info with the rest of us. It would also beg the question as to why you have not reported this to various states' attorney general offices if you have evidence of this sort.

Me Bad.....Westin only

Wow. I'm genuinely astonished; first that the hotel manager thought it would be okay to search your luggage without your consent and second that you didn't call the police then and there. While the hotel staff may have some legal jurisdiction (even obligation) to take action if they have a reasonable suspicion of a crime, smoking in a hotel room is not necessarily illegal, just against Marriott's rules. Based on the information given, it seems very likely that you were subject to an unreasonable search, which violates your constitutional rights. I concur with the majority of the posters here: talk to your attorney without delay.

As an aside, I would also consider locking your suitcase(s) when you're away from your room. Even under normal circumstances that seems like common sense.