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.

Ummmm how many of us, regardless of whether it seems like a good idea or not, actually lock our bags when they are left in a room during our stay. Not me. If I'm out of the room all day, I'll take my laptop with me rather than leave it sitting around but I've never lock my suitcases and if that's what's expected these days just to secure my toiletries and clothing, it's a sad commentary on the times we live in.

Ren International Plaza Tampa
 

Nice folks at the front desk at the Tampa Ren International Plaza, but not real professional or well-trained, at least in my experience. A couple of years ago, as I was checking-in with my wife and filling out the forms, the clerk turned to my wife and said, "And I presume you are Mrs. Ohmark?" (I thought to myself, why is it your business, and what if she wasn't?) My wife meekly answered, "Yes.", and I didn't say anything.

I would strongly suggest you contact Mr. Marriott's Office of Consumer Affairs, neither situation is acceptable; unless there is a great reason for either I personally would consider both to be one of the 7 deadly sins (for the life of me I can't imagine why anyone would have what they considered to be a reason for either)

Oddly, they did the same thing to me and my SO on the checkin. Talk about akward. The same thing happened on checkin at the Courtyard Tampa Downtown (when we left the REN). Funny thing is, it was about 2am --we left the hotel and went to dinner and drinks first -- and I was checking in registered for one guest AND we had two valet tickets. While she really is my SO, that set of circumstances would generally indicate a situation someone should stay away from.

Thanks for all the great advice. I'm going to place a call to customer servicec and CC out a letter.

This is probably the first time I've suggested this but I would by-pass Customer Service and contact Consumer Affairs instead

I'm not sure what I would have done at the scene. I would have first thought a burglary was in process and, seeing a hotel security guard in on it, I would have probably just gotten the hell out of there and called the police once I was out of the building. I doubt I would have whipped out my cell phone and called 911 on the spot - unless I was already cornered in the room and the guard was armed.

In any case: that's downright effin' creepy and totally wrong. At this point, I'd definitely be giving Marriott a serious earful.

Actually hotel security has improved. Key usage is tracable and all entries are logged and stored. This makes it easy for management to conduct an investigation and see just who and when entered your room. I would imagine that all room entries therefor are written in a report so that they can remember the 'why' when necessary.

That is why many hotels require id when doing a new key and that previous keys are cancelled when they make a new one. They have the capabilities but problems arrise when they dont use them.

Houskeepers at many hotels have to enter a code into the telephone when they start cleaning a room and then another code just before they are leaving the room. This is used for inventory control, productivity management and even for security.

Story 1 seems so over the top that it is hard to believe that any sound manager would even think of this as a posibility. Was top management on duty not notified immediately upon the occurance?

In story 2 it seems very strange that any thing would be tied to you personally as policy of the market research industry is never to tie information to a specific person but to a grouping of guests in this case.

In some countries governments require statistical reporting of some information such as guest nationallity but the reports are never tied to the individual.

I don't know what hidden T&Cs that Marriott may have in its lodging agreements. Notwithstanding, (1) sounds to me like attempted theft and/or conversion, asportation (moving your property without permission) and trespass. (2) Is an actionable defamation.

If it was me, I'd get the name of Marriott's general counsel and write a letter on my firm's letter-head asking whether they prefer to settle with me before or after I file suit.

This is absolutely incredible!

911
 

I would have stepped into the hallway and called 911 immediately. That manager would have had a hard time explaining what he was doing. That is certainly something that would have made me check-out that night and into another hotel if possible.

Am I the only one who thinks both of these stories smelly fishy (as in they may not have really happened)?

In addition to the fact that both are staggeringly implausible, not to mention within such a short period of time, ask yourself this question: if either or both of these events had happened to you (and you were a plat or PP, as the OP stated), would you simply go to an internet message board to chat about it?

If I'm wrong please forgive my skepticism, but these sound like made-up tales to me.

This is a accusation (question? assertion?) that gets raised fairly often on FT. I don't see that it serves any purpose. If you doubt the OP, it's legitimate to ask for more substantiating detail. However, I've been around, both travel and FT, long enough to know that it's a strange world and odd things happen. Absent a compelling reason to disbelieve the OP, I'll simply take the report at face value.

no. you are not alone in that but I try to give the benefit of the doubt. I as you choose the word "stories" and not incedents. I was surprised that the thread made it so long without scepticism.

It sounded to me that maybe someone is not too happy with Marriott's new smoking policy. But, you never know. But I dont know many hotel managers or security guards that would be willing to rummage through guests things with the risks to their career and all....

Records would exist of both incedents and they are saved for several years. The poster just needs to make the proper contacts and it will be taken care of .

A quick perusal of the OP's postings would tend to discount any tendancies towards exageration and/or trolling. Sometimes reality is indeed stranger than fiction.

Hope to see updates on this issue. You also may wish to cc the CEO of CNL Hotels and Resorts, which appears to manage/own the property.

http://www.cnlhotels.com/properties.asp

I sincerely hope Marriott isn't letting franchisees out on too long a leash, given some of the stories I've read lately, along with personal experiences. Reel 'em in :)

Pat

I understand the skepticism, but everything is true. I haven't hallucinated since college.

re: the questions about my conduct at the REN in Tampa. When this happened, the "suit" in my room claimed that the cigar/humidor was smoking material and the maid had seen it and he was obligated to investigate. I buy that, but the item in question was, I would have guessed, at least 90% in my bag and in the worst case just sticking out the top.

I'm not bitter about the smoking rule. I don't smoke, although it doesn't bother me. My now-and-then cigar is outside. Only A**holes smoke cigars inside. On a side note, I am against the smoking laws, so I think a company doing it on its own is hundreds of times better than the government doing it for him.

The reason I didn't pursue it onsite is, well, we were having a good weekend. I don't see my SO very often, so I didn't want to make a stand for my civil liberties instead of having some luvin'. We went out for the afternoon, had dinner, and then moved to the CY that night.

My impression of the "suit" in the room was that he had been told "enforce this" and not given tools or guidelines. He was very aggressive, but didn't seem very sure of himself or his operating parameters.

I'm still deciding what to do with "story" #1

I did call Marriott on story #2. The explanation was that the hotel collects info for marketing, and they aren't sure why the newest front desk staffer published the info in my folio. They comped the room and apologized. I'm still not pleased.

Joe Ryan - forget his official title these days but he is General Counsel in addition to his EVP/SVP?? Title
1 Marriott Drive
Washington, DC 20058

Sorry for any skeptisicm but these offenses are just so extreme.

While I am having major problems with all airlines I have found that hotels and Marriott especially are doing a pretty good job now.

I am glad you were compensated and hope you are compensated very well for incedent one. They at least had the ability to investigate and should have a report written on this incedent I hope. Good luck.

I've never been a fan of the "lets file a suit" action, though the OPs situation does come pretty close. :eek:

Myself, I would probably first try going through non-lawyer channels to get this issue raised to Marriott Corporate and the hotel GM. I would think that they would be very interested and be very willing to make sure something like that doesn't happen anymore. And the issue could be dealt with that way.

But I do agree with most everyone that this type of behavior needs to be brought to Marriott's attention and dealt with.

This is crazy. I have no clue what I'd have done in #1 but for #2 I never give more info then needed.


Please keep up informed as to what you decide to do.

Even if the manager's explanation is true (I'm doubting him, not you), it's still inexcusable. The Marriott rule is against smoking, not possessing smoking materials. Even if you had a carton of Marlboros sitting in plain view, that is no cause for the maid or manager to "investigate". We aren't talking cocaine here.

I totally support Marriott's position on smoking, but that should never be used as a cover for such invasive behavior.

Exactly right. I still smoke occassionally, particularly when I travel for business. However, I always book a non-smoking room and never, ever under any circumstances smoke inside the hotel. It's become routine for me to pull on my shoes take the elevator down to the lobby and go outside to light up -- in fact, I even do that at hotels that allow smoking in the lobby. However, my pack of cigarettes sits on the desk in the room. If I ever got any grief about it from the hotel management, they'd certainly hear from me. If I saw someone going through my bag, I'd call the police and press charges. Period.