To Whom Do I Write: RE Maintenance Issue at SHS?
 

Spent two nights this week at SHS in Las Cruces, NM. Stressful trip as Mom had had a heart attack.

Anyway, first night, my sleep was constantly interrupted by clicking sound from A/C unit when fan was operating. Notified front desk the next AM and was thanked for bringing it to their attention.

Returned late that evening (had an early morning flight the next AM out of ELP), and, lo and behold, the damned A/C unit was making the same clicking sound! Needless to say, I tossed and turned most of the night, awakened just about every time the A/C cycled on. Finally just shut the unit off, and sweated the rest of the night.

Notified the the front desk upon departure (5 AM) and was greeted with the response, "Gee, that's too bad."

Marriott is my hotel chain of choice, and I have never complained before. To whom should I write? And, is it fair to ask for at least a partial credit against my bill?

TIA.

I would write to the general manager of the hotel. You should be able to get the GM's name by calling either the hotel or the silver customer service line.

You should explain what happened during your stay, focusing on the inconvenience of a noisy A/C and the circumstance of your trip. I would also note that you felt the front desk did not have the right attitude regarding your problem upon check out.

You could ask for a partial refund or a credit of Marriott points to your account. They may be more willing to give you points since they can buy them at a discount. Personally, I would not request anything specific. Instead, I would let the GM or one of his supervisors suggest appropriate compensation. If I was unsatisfied with their offer, I would make a request for additional compensation.

Write to [email protected] - practice shows that they will forward it to relevant hotel contact for resolution within 24 hours.
AX

The clicking on/off of wall HVAC units at SHS and CY's and others are a personal pet peeve of mine. I think every unit in every room behaves the same way. The difference in the inside / outdoor temperatures probably drives the unit on/off automatically. I don't mind some noise, if its constant, but the on/off can drive you nuts.

Thanks! Filled out the on-line survey and also forwarded a detailed note to the e-mail address above.

Will advise of the resolution.

My rule of thumb when I have an issue is to try to resolve it with the hotel first. That usually works. When it doesn't, then....without fail...I take it up with Guest Services.

That also usually works.

Couple things. First, the night clerk was just a kid (early 20s at best) and wasn't wearing a name tag that indicated any kind of managerial status at the SHS. Thus, I doubted his authority to offer an "on-the-spot" resolution. Second, I needed to get to ELP for a flight and didn't have any time for a "back-and-forth" with said clerk.

Marriott Customer Care says they have contacted the Executive Office at SHS Las Cruces, and that I should have a response in 3-5 business days. That's fine by me. I prefer this to the potential of a face-to-face confrontation had I pressed the issue with the night clerk.

Resolution
 

Was contacted by the GM at the Las Cruces SpringHill Suites yesterday.

He apologized for the problems I encountered, and augmented my Rewards Points balance nicely. The points posted last night, after which I received a confirmation e-mail from Marriott.

The GM also acknowledged my mother's illness (a nice, personal touch!).

Bravo to the GM and to Marriott!

And thanks to you for directing me to a speedy resolution.

^ ^