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Originally Posted by VA1379
(Post 8891038)
I'm sorry for taking this thread off topic, but I thought it would be good to answer a question.
Fairfield Inn & Suites earn 10 points for every dollar on room rate. Incidentals do not earn points. Now back to the "Lots of bad experiences with upgrade availability" discussion for uninterupted posting and viewing pleasure:D Why do I think the title of this thread somehow magically changed along the way I thought I had subscribed to the wrong thread for a second;) |
Originally Posted by bdschobel
(Post 8888095)
Actually, I have the opposite view (from jayer). Elite guests (and frequent flyers) tend to have realistic expectations based on their long experience. Infrequent travelers are much more likely to make unreasonable demands -- and I've witnessed that over and over again.
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Originally Posted by craz
(Post 8891122)
I thought you said you were pulling out of that Hotel since you werent Upgraded on Night 1????
We did complete our stay at the BR Marriott this week. We are not staying at the Baton Rouge Marriott going forward. No one on the team was impressed with the hotel. After talking to the GM on Tuesday, I was not impressed with her response; basically telling me I was wrong to expect an upgrade, making excuses, and offering no apologies. Maybe I didn't deserve one, maybe the BR Marriott and central reservations weren't in sync, but regardless... I cancelled the teams' reservations at the Baton Rouge Marriott for January, February and March and we will be staying at either the Hilton, Embassy Suites, Sheraton or a new Residence Inn. RIP... |
It would be a good thing to follow up with a letter to Bill Marriott Jr.'s office telling HQ of your decission.
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St Kitts Marriott
I've read through all these posts about problems with frequent travelers seeking upgrades at Marriott. Several years ago we thought we had found our favorite hideout.....Marriott on St Kitts. We don't even keep track of our miles or points. We have found it's simply not worth the effort. When we travel for R&R.....cost is not considered. We want to go first class and we want the best room/suite in the house. At the Marriott on Kitts this is going to run well over $500 nightly. By the time we use additional services.....figure $800-$1000 daily. This is in US dollars.
Last month we spent a week in our favorite suite at this location. I will say they are very good at special room requests. What we encountered during our stay was ridiculous. The facility has gone downhill something terrible. The day before our departure, I spent several hours doing a pictoral essay on the property.....which is owned by some guy in Toronto. I cataloged 108 deficiencies.....put them on a zip drive and delivered it to the front desk. Within an hour the project manager and I were having a talk. He acknowledged problems. He was frustrated. He was honest. He told me straight away that he simply could not find the skilled help necessary to address all the infrastructure problems. He then suggested I take a closer look at the passport stamp Kitts uses.....it says...."You will not seek gainful employment". Apparently Kitts wants the US tourism dollar but will not accept the skilled labor required to keep their new economic plan in place. They are shifting from an agricultural to a tourism based economy. Marriott on Kitts.....:td::td: |
Originally Posted by Dionne
(Post 8895590)
The day before our departure, I spent several hours doing a pictoral essay on the property.....
I cataloged 108 deficiencies.....put them on a zip drive and delivered it to the front desk. |
Originally Posted by annerj
(Post 8895783)
Sounds like a fun vacation!
Where/who is this award winning property again? I would have given up counting after the first 20.Let me remember the name so I can be sure to avoid it myself Ahh St Killts |
Originally Posted by laloglz
(Post 8882667)
I don't know if I should say something about this to the front desk tonight. When I arrived yesterday at my favorite property "Renaissance Richardson, TX" I was told that the best...
We booked a room last Friday night as a good friend of mine was getting married in Plano, TX that night. Booked a leisure rate of $99 for the cheapest room in the place. I am a PLT so I was wondering if there would be some kind of upgrade, but at least knew I would get the king bed. Before I left my house I pulled up my reservation to print the directions and it showed I was already upgraded to a King Suite. Sure enough, got to the hotel and they bumped me up. There was very low occupancy, but it was very nice to get it. Cannot say enough about the hotel... just fantastic. Coupons for breakfeast since the lounge was closed... and they just bent over backwards to make sure we were happy. Mrs. Slpybear hasn't travelled much with me as since I was a PLT and she enjoyed it. Only downside would be the location, (though we live in the metroplex so we knew that upfront.) On the opposite side of things... we travel to the SJC FS Marriott a lot. Out of my 16 stays there this year, only two were upgrades to a Concierge level room. None were upgrades to a suite. The hotel is almost always at 100% during the week, so I expect this and am not bothered by it... even though we know the front desk folks very well. (BTW - This is also a great hotel). I believe the occupancy and the time you check in have almost everything to do with your ability to upgrade... |
Reply to your stay at the Marriott in Baton Rouge
Originally Posted by OU812
(Post 8873378)
So I check into the Baton Rouge Marriott. I checked online before leaving for the hotel and there and general rooms and concierge level rooms available for four nights. I arrive at the hotel and given room 1702. I ask if there are any concierge level rooms available and the Asst. Front Desk Supervisor (AFDS) replies, "No all the concierge level rooms are sold out until Sunday!" :confused:
So I go to check room 1702 out, and it is probably one of the worst rooms in the hotel, as the door to the room opens directly in front of the elavator. I call the general reservation number and verify there a number of concierge level rooms available (I told them I need room for myself and four co-workers and the reservationist confirms they have 5 concierge level rooms available). I go back to the front desk and ask to speak to the manager on duty and I am told he is not available. I then ask the AFDS why he told me there are no concierge level rooms available when the website and the reservations number show plenty of concierge level rooms. The AFDS stutters for a minute and states, "the website and 800 # do not always reflect accurate availability and as I told you there are no concierge level rooms available for upgrade. The only way I could put you into one of those rooms is if I move a paying guest and I don't have authority to do that." I respond, "That does not make any sense." I then see a guy with a tie and a Marriott name badge and walk over to him. He claims he is the manager on duty (although his name badge says "Bookkeeper") and I explain the situation and tell him I don't like being lied to. He said he would look into the problem and get back to me. About 30 minutes later I get a message in my room from the MOD stating, "Mr. RIP I did look into the problem and the AFDS was correct there are no concierge level rooms available for upgrade for the next four nights. In order to upgrade you we would have to move another guest or not sell those rooms to a walkin guest willing to pay for the concierge level. However, as a goodwill gesture, I am depositing 1000 MR points in your account for the trouble." BFD and ...! The was the first night of a four month project in Baton Rouge for a team of 4people. SInce I can determine where the team will stay, we will not be staying at the Baton Rouge Marriott. I am calling the General Manager in the morning to tell her why her hotel has lost over 300 nights of business. Sorry for the long rant! RIP... Sure, we get sucked up to...sure we get treated like royalty sometimes...some may go so far as to get their underwear run under a blowdryer in the morning so they are toasty warm when we put them on. that is nothing more than a perk of wealth and power. We have the right to make as much money as we can, but we DO NOT have the right to abuse privileges afforded to us. That is why they are called "privileges" and not "rights". Furthermore, I am not getting a Ferrarri for Christmas, and you don't see me crying like a 3 year old, so be happy with what you have and stop being such a crybaby just because things didn't go your way. |
welcome to Flyer Talk
Dr Rick - welcome to Flyer Talk...and i hope you brought you flak jacket with you :). You speak from the heart but sometimes people don't want to hear the truth...
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:rolleyes:
Originally Posted by Dr_Rick_Andrews
(Post 8935710)
Ok, first off, I do very well for myself. I have a PhD in Petroleum Engineering and work for Chevron. I clear over 300K a year...so needless to say I am well set off for what I do and where I am. I have stayed at the Baton Rouge Marriot many a time and have been in similar situations. Just because I make a lot of money does not mean that I have the right to bully people. Neither do you! You take what you can get and be happy with it. Just because someone at your reservation agency did not update their database is no reason to take it out on the Marriot. Do you really think that if they didn't have a room and had to bump someone else who had paid already that they really would? Use your head! Go ahead and stay somewhere else...that just leaves more rooms for my people! Once again, just because we have money, does not give us the right to bully people, and a bully is EXACTLY what you are being, sir!
Sure, we get sucked up to...sure we get treated like royalty sometimes...some may go so far as to get their underwear run under a blowdryer in the morning so they are toasty warm when we put them on. that is nothing more than a perk of wealth and power. We have the right to make as much money as we can, but we DO NOT have the right to abuse privileges afforded to us. That is why they are called "privileges" and not "rights". Furthermore, I am not getting a Ferrarri for Christmas, and you don't see me crying like a 3 year old, so be happy with what you have and stop being such a crybaby just because things didn't go your way. Not about money "Dr. Gary"it is about Marriott recognizing loyal cutomers and not lying to them as they did to the OP. The OP was not being a bully-he was simply standing up to some front desk flunkies and calling them on their stuff. What a strange first post-I should welcome you but I wan't to see where you go with this first |
Originally Posted by OU812
(Post 8873378)
....I checked online before leaving for the hotel and there and general rooms and concierge level rooms available for four nights.........I ask if there are any concierge level rooms available and the Asst. Front Desk Supervisor (AFDS) replies, "No all the concierge level rooms are sold out until Sunday!" :confused:
........I call the general reservation number and verify there a number of concierge level rooms available (I told them I need room for myself and four co-workers and the reservationist confirms they have 5 concierge level rooms available)........The AFDS stutters for a minute and states, "the website and 800 # do not always reflect accurate availability and as I told you there are no concierge level rooms available for upgrade. The only way I could put you into one of those rooms is if I move a paying guest and I don't have authority to do that." I respond, "That does not make any sense." I then see a guy with a tie and a Marriott name badge and walk over to him. He claims he is the manager on duty (although his name badge says "Bookkeeper") and I explain the situation and tell him I don't like being lied to. He said he would look into the problem and get back to me. About 30 minutes later I get a message in my room from the MOD stating, "Mr. RIP I did look into the problem and the AFDS was correct there are no concierge level rooms available for upgrade for the next four nights. In order to upgrade you we would have to move another guest or not sell those rooms to a walkin guest willing to pay for the concierge level...... The was the first night of a four month project in Baton Rouge for a team of 4people. SInce I can determine where the team will stay, we will not be staying at the Baton Rouge Marriott. I am calling the General Manager in the morning to tell her why her hotel has lost over 300 nights of business.
Originally Posted by Dr_Rick_Andrews
(Post 8935710)
.......I have stayed at the Baton Rouge Marriot many a time and have been in similar situations. Just because I make a lot of money does not mean that I have the right to bully people. Neither do you! You take what you can get and be happy with it. Just because someone at your reservation agency did not update their database is no reason to take it out on the Marriot. Do you really think that if they didn't have a room and had to bump someone else who had paid already that they really would? Use your head! Go ahead and stay somewhere else...that just leaves more rooms for my people! Once again, just because we have money, does not give us the right to bully people, and a bully is EXACTLY what you are being, sir!
.......We have the right to make as much money as we can, but we DO NOT have the right to abuse privileges afforded to us. That is why they are called "privileges" and not "rights"......
Originally Posted by DADISGARYK
(Post 8938699)
Dr Rick - welcome to Flyer Talk...and i hope you brought you flak jacket with you :). You speak from the heart but sometimes people don't want to hear the truth...
Originally Posted by bigguyinpasadena
(Post 8941186)
:rolleyes:
Not about money "Dr. Gary"it is about Marriott recognizing loyal cutomers and not lying to them as they did to the OP. The OP was not being a bully-he was simply standing up to some front desk flunkies and calling them on their stuff. What a strange first post-I should welcome you but I wan't to see where you go with this first |
Originally Posted by USirritated
(Post 8941959)
Please note that the OP checked first online and saw the availability for concierge rooms for the four nights that he would be staying in the hotel, in REAL TIME (that means he sees the same thing that the hotel staff sees on their computers for room availability), so he knew what the AFDM knew. Second, after being assigned room 1702, he then called MARRIOTT RESERVATIONS to reconfirm that there were FIVE CONCIERGE ROOMS available for the four full nights, and not only can MARRIOTT RESERVATIONS see that there are FIVE CONCIERGE ROOMS available for the nights that he is staying at that hotel, but they can see the entire room inventory for that hotel over the subject time. If MARRIOTT RESERVATIONS could not see the ENTIRE INVENTORY, then there would be no way for MARRIOTT RESERVATIONS to responsibly and accurately be the reservations service for over 3,000 hotels worldwide.
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Excuse me for leaving out three words "of room types."
If MARRIOTT RESERVATIONS could not see the ENTIRE INVENTORY of room types, then there would be no way for MARRIOTT RESERVATIONS to responsibly and accurately be the reservations service for over 3,000 hotels worldwide. As the OP said, Marriott Reservations was able to tell him that there were at least five Concierge Lounge rooms available for the four nights that he wished to have a room. The point is still the same, but my apologies for leaving out those three words. |
You know, at the end of the day, stripping away any sugar coating, the marketing arms of ANY LOYALTY PROGRAM promotes a $100 earned as a $100 saved as cash in the bank for future use. This includes any "benefits" earned by achieving a specific level as Gold and PLT.
In reality, this is BS no matter how its spun or hidden behind the T&C's. The promises are geared to steer you toward ONE program in the hopes of a future payday that won't exist when you want or need it. 11 years ago, as a traveling CPA, I determined that SPG and SWA RR were the only "currency" worth accumulating due to their "anytime redemption". But these are subject to change (SW RR) and devaluation (SPG). Think of your hard earned, after tax monies being in a bank being worthless than you deposited them and restricted to its actual use. So I've been fooled regardless... |
Originally Posted by joshua362
(Post 8942834)
You know, at the end of the day, stripping away any sugar coating, the marketing arms of ANY LOYALTY PROGRAM promotes a $100 earned as a $100 saved as cash in the bank for future use. This includes any "benefits" earned by achieving a specific level as Gold and PLT.
In reality, this is BS no matter how its spun or hidden behind the T&C's. The promises are geared to steer you toward ONE program in the hopes of a future payday that won't exist when you want or need it. 11 years ago, as a traveling CPA, I determined that SPG and SWA RR were the only "currency" worth accumulating due to their "anytime redemption". But these are subject to change (SW RR) and devaluation (SPG). Think of your hard earned, after tax monies being in a bank being worthless than you deposited them and restricted to its actual use. So I've been fooled regardless... I for one have had no trouble redeeming my MR points when I want to and where I want to, in excess of 80% of the time. I really can't complain about that. There have even been a couple of occasions when a hotel was blocked for Marriott Rewards Redemptons, for a given weekend, and I simply asked for what I wanted, so the rez agent called the hotel and got it cleared for me. To add to that, when we got there, we were upgraded to a suite besides! |
Originally Posted by USirritated
(Post 8942430)
Excuse me for leaving out three words "of room types."
If MARRIOTT RESERVATIONS could not see the ENTIRE INVENTORY of room types, then there would be no way for MARRIOTT RESERVATIONS to responsibly and accurately be the reservations service for over 3,000 hotels worldwide. As the OP said, Marriott Reservations was able to tell him that there were at least five Concierge Lounge rooms available for the four nights that he wished to have a room. The point is still the same, but my apologies for leaving out those three words. The process is very simply - agent enters into the system the requested stay pattern (optional is a specific rate and / or filter) - if a room is available (assuming a specific rate and / or filter wasn't used) the agent is presented a menu which MUST be offered to the guest, if a filter / or specific rate was requested they will be told if the rate is available (note if a filter was used they must attempt to sell the specific rate before they will know if a rate was available) It's extremely rare for the agent to view a hotels inventory - and then the agents can only see available inventory up to a max of 9, they can not see physical inventory (there is a big difference here)....there is no need for them to have any more access to do their job - because of their limited view access I can understand how the agent the OP spoke with could have possibly been incorrect but that doesn't change the fact that the hotel is responsible for the inventory they have loaded in MARSHA, most hotels monitor this inventory throughout the day to prevent issues however some are better at it than others |
Originally Posted by socrates
(Post 8943175)
I dont understand why you believe agents must have access to see a hotels entire inventory to effectively sell a hotel - it's simply not true, even with the addition of 3 words to your assertion it isn't any more accurate.
The process is very simply - agent enters into the system the requested stay pattern (optional is a specific rate and / or filter) - if a room is available (assuming a specific rate and / or filter wasn't used) the agent is presented a menu which MUST be offered to the guest, if a filter / or specific rate was requested they will be told if the rate is available (note if a filter was used they must attempt to sell the specific rate before they will know if a rate was available) It's extremely rare for the agent to view a hotels inventory - and then the agents can only see available inventory up to a max of 9, they can not see physical inventory (there is a big difference here)....there is no need for them to have any more access to do their job - because of their limited view access I can understand how the agent the OP spoke with could have possibly been incorrect but that doesn't change the fact that the hotel is responsible for the inventory they have loaded in MARSHA, most hotels monitor this inventory throughout the day to prevent issues however some are better at it than others |
Originally Posted by USirritated
(Post 8946077)
Several times you have insisted that anyone looking at marriott.com sees the exact same thing as Res. Agents calling the Marriott Reservations Center and can make reservations pulling from the hotels inventory, and that either can pull from inventory in REAL TIME, and what they are seeing is always updated and fully accurate. Now you are saying that it is up to the hotels to input their inventory and what the Marriott Reservations Center and what consumers see on marriott.com is not real time, because it is dependent on individual hotel staff to load inventory in MARSHA, whether said individual hotel staff is timely or untimely, accurate, or inaccurate. Contradictory Socrates!
MI uses 1 centralized database for reservations (MARSHA) - everything pulls from this 1 database (GDS, M.com, 3rd Party, Merlin, PMS, FOSSE etc) Just to be clear - everything is real time - in extreme situations (ie the s/390 is down) some interfaces will work in BATCH mode based upon the last information they have received - that has happened to my knowledge once in my career and I'm not sure with "Inside Availability" if it's still possible however I'm willing to bet it still is but you'd be forced not to use "Inside Availability" (if anyone is familar with GDS's they'll understand this) MARSHA keeps track of both physical and authorized inventory - both numbers do not need to equal and quite often dont, just like an airline overselling seats hotels do so as well When a reservation request is received MARSHA first checks to see if AUTHORIZED inventory is available to meet the request, it then goes on to check other factors Very few users outside of a hotel have the access to see PHYSICAL inventory - there is simply no need for anyone else to know this information since MARSHA is programmed with each hotel's strategy by each hotel Very few users outside of a hotel have access to see total available AUTHORIZED inventory - there is simply no need for anyone else to know this information since MARSHA is programmed with each hotel's strategy by each hotel Just because MARSHA showed inventory doesn't mean there was PHYSICAL inventory available which is why I continue to state it is the hotels responsibility to ensure their strategies are set correctly - but again this is why I can fully understand what might have happened in this situation, it doesn't make what happened to the OP correct however your assumption that reservation agents know what the hotels strategy is and know if there is physical inventory available isn't practical nor possible If you are still confused by this issue please let me know and I'll be glad to go into further details |
I never mentioned a thing about HOTEL STRATEGY.
Airlines overbook flights because of an established known average percentage of booked passengers who will not show up for flights. Most of the time it works as intended, but sometimes it does not, in which case the airlines ask for volunteers, or bump people involuntarily. This also happens (to a larger or smaller degree than with the airlines, I am not sure) in hotels, and as you know, when it happens in hotels, overbooked guests who show up are "walked" to other hotels. As far as inventory goes, if the hotels are not updating their inventory through the MARSHA system for Marriott reservations in a proper or timely way (I am not saying that all hotels do or do not do this, but clearly it is a problem at some hotels), then it is no wonder that guests become disillusioned, or feel that they have been mistreated, and when the staff at the hotels make matters worse by handling it poorly, or outright lying, that just adds grease to the fire. |
Originally Posted by USirritated
(Post 8946374)
.....This also happens (to a larger or smaller degree than with the airlines, I am not sure) in hotels, and as you know, when it happens in hotels, overbooked guests who show up are "walked" to other hotels.
As far as inventory goes, if the hotels are not updating their inventory through the MARSHA system for Marriott reservations in a proper or timely way (I am not saying that all hotels do or do not do this, but clearly it is a problem at some hotels),..... To remain on topic: Once again I do understand the OP's issue and agree with their point of view however it is quite possible the explanation they received from everyone with whom they spoke was not clear |
Ok. This thread is as long as hell.
If you are not happy with the property just speak with the manager on duty. If the resolution is not acceptable just ask him/her call the valet/taxi and get the bellman to pick up your luggage. I have done this three times this year. I have zero patience with properties that doesn't appropriately handle elites. |
Wow, three times in one year! That's a lot.
I've done this two or three times in my life, and it is an effective last resort. One time I refused to check in long after cancellation time. I can't even remember the issue now (at least a decade after it happened), but I just decided not to stay at that hotel. I told the manager that I was leaving and basically warned him that if I was charged a no-show fee, I would complain so loud and long to Marriott headquarters that they would never hear the end of it. I was not charged. Bruce |
Originally Posted by bdschobel
(Post 8947710)
Wow, three times in one year! That's a lot.
Quite honestly if the stay is at a point where you have to argue about upgrade that is not happening the stay won't be satisfactory. I have found it that it is just easier to leave and to go somewhere else where you are treated as a welcomed guest. |
I don't think I have ever left a hotel because I didn't get an upgrade. I came close once to leaving a CY once due to the fact that I had a suite room reserved (note NOT an upgrade, but actually reserved), checked in early, but didn't move my stuff in as the room wasn't cleaned. I came back later that night and the staff 'forgot' that they put me into that room. They gave it away to a Plat member as an upgrade. Luckily they changed the room code as my card key didn't work and I couldn't walk in on the person unknowingly. The CY gave me a bunch of bonus points, free breakfast coupons, comped me the first night free, and then promptly charged me the suite room rate for the rest of the stay. :eek: I had to get that corrected as well. I haven't stayed at that hotel again since.
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Originally Posted by hhoope01
(Post 8948009)
I don't think I have ever left a hotel because I didn't get an upgrade. I came close once to leaving a CY once due to the fact that I had a suite room reserved (note NOT an upgrade, but actually reserved), checked in early, but didn't move my stuff in as the room wasn't cleaned. I came back later that night and the staff 'forgot' that they put me into that room. They gave it away to a Plat member as an upgrade....
Bruce |
I very rarely get upgrades when I am traveling on business, but I have always got an upgrade when on vacation in the Caribbean. This is the only time I can really enjoy it.... so I am happy with those results.
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Originally Posted by bdschobel
(Post 8948346)
I totally agree that upgrades are usually not important enough to justify leaving (and certainly not if traveling alone). The few times I refused to check in had to do with not getting certain things that I had already reserved, as in your situation.
Bruce |
Originally Posted by Dr_Rick_Andrews
(Post 8935710)
Ok, first off, I do very well for myself. I have a PhD in Petroleum Engineering and work for Chevron. I clear over 300K a year...so needless to say I am well set off for what I do and where I am. I have stayed at the Baton Rouge Marriot many a time and have been in similar situations. Just because I make a lot of money does not mean that I have the right to bully people. Neither do you! You take what you can get and be happy with it. Just because someone at your reservation agency did not update their database is no reason to take it out on the Marriot. Do you really think that if they didn't have a room and had to bump someone else who had paid already that they really would? Use your head! Go ahead and stay somewhere else...that just leaves more rooms for my people! Once again, just because we have money, does not give us the right to bully people, and a bully is EXACTLY what you are being, sir!
Sure, we get sucked up to...sure we get treated like royalty sometimes...some may go so far as to get their underwear run under a blowdryer in the morning so they are toasty warm when we put them on. that is nothing more than a perk of wealth and power. We have the right to make as much money as we can, but we DO NOT have the right to abuse privileges afforded to us. That is why they are called "privileges" and not "rights". Furthermore, I am not getting a Ferrarri for Christmas, and you don't see me crying like a 3 year old, so be happy with what you have and stop being such a crybaby just because things didn't go your way. He expects to receive promised perks, determines that the property is lying and follows through on HIS promise to move business elsewhere. In fact, I have more respect for the OP because so many people will threaten and then not do anything. The OP spoke with his budget. Good for him. And none of us could *possibly* care what another FTer makes in a year, but putting that out there sure speaks volumes about your first post. |
early check-in lies
Ok I landed and headed over to a Towne Place Suites, got there at 11am. I asked if an early check-in was possible. And told check-in is at 3pm, I show my Plat card and the GM repeats what he said along with that card wont help you any, I was full last night, maybe at 1pm.
Funny when I checked last night it was showing all room types as being available. I know early check-in is Not a benefit of being Plat. And would have had no problem with being denied if he just would not have lied and said he was full. He was full, but full of it. I went elsewhere and was warmly welcomed, when I asked if I could get a room at noon (it was noon) the guy said why not we werent full last night and that was without knowing I was a Palt. Why cant these people understand that the worst thing they can do is LIE, as with the Upgrades why LIE, Id rather they deny me and be trueful then lie to me. I took a reg room and didnt even ask about an upgrade, as I really wanted the early check-in and hopefully a late check-out tomorrow. |
Because some people feel like they need to be on a power trip all the time! It is so they can exercize the little bit of power that they have. So sad.....
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IMO there are a number of hotel owners and managers that see certain programs as a curse and a blessing.
Marriott probably has more of these folks as they run the biggest program in the world and have so many hotels.The business culture can slip fairly easily. Some of these hotels abhor the costs of these programs. Yet they realize they would be out of business without them. In other words it is a love hate relationship. They don't really understand the power of the loyalty effect of a satisfied customer. What they need is a good refresher course at a good hotel school like Cornell who can show them in numbers how really satisfied customers perform. Sadly what you experienced could be any number of factors. Quite a few revenue managers see Marriott Rewards as a guaranteed revenue stream of program junkies who will stay regardless of recognition. They may be right as some die hard Marriott Rewards members keep on staying and complaining ;) I find what programs produce good to excellent results on average and I stick with them. Of course every now and then you are going to hit the so called we don't care please/ go away wall.......... And there are decisions to be made stay or move on I vote with my wallet where I know I will be satisfied each and very time to the best of my ability |
Very well said. As I said in another post, the Corporate Marketing Arm may promise but the Franchisee doesn't always want to deliver. And there are many obstacles, traps, pitfalls and shades of grey between the promise and delivery that you have to wonder if the whole thing is worth the effort.
And its the unabashed lying that is the worst. Its widespread and material from what I've experienced and read about here. Its just so much easier to say "we're full" than do some juggling and get your late/early checkin-out, upgrade or CL floor request. Not every property and every time but enough that it is significant. And it will continue until real time inventories are available to the customer so they can be caught in lies if they choose to do so. After all, we have no idea what the rooms look like behind closed doors and in the computer system. |
Originally Posted by bigguyinpasadena
(Post 8875270)
SO WHAT ARE YOU GOING TO DO ABOUT IT????
Folks=Marriott International does not give a damn about you-their most important guests.This has been proven time and again. If they cared they would not let things like the OP's problem occur-they would get involved and act as an advocate for the guest. Vote with your wallet.And make sure to let Marriott know why they are losing your buisness. Hey bigguy why do you have so much hatred for Marriott? its not really that healthy to obsess over something so much. ex Chimps, Liars, and what ever else you call them |
If I was a Platinum MR member and I felt I was being treated poorly by a hotel or group of hotels that I frequent I would get on the phone with their guest relations department first if I failed with the hotel directly and or management. If that didn't solve my concerns I would go straight to the top at corporate where IMO they would listen.
Or they typically might refer the call to someone who would listen. If that didn't work I would tell you I would be out the door for good taking my business elsewhere.75 nights is a huge accomplishment. Nor is anyone owed anything more then what the program reasonably promises. However if they don’t value your business many of the other programs clearly will. Even if it isn't a perfect world in any of them. All have their strengths and weaknesses.Each guest is the ultimate decision maker in the end for their own needs |
Originally Posted by camaro28z
(Post 8963995)
Hey bigguy
why do you have so much hatred for Marriott? its not really that healthy to obsess over something so much. ex Chimps, Liars, and what ever else you call them Read through this entire thread Camaro28z and you will see that I am not the only Marriott elite that is having less than warm fuzzy feelings about the way Marriott Int. and Marriott Rewards are being run the last few years. My motives have been stated before,happy scrolling. By the way=Welcome to flyertalk. |
Originally Posted by joshua362
(Post 8963783)
Very well said. As I said in another post, the Corporate Marketing Arm may promise but the Franchisee doesn't always want to deliver. And there are many obstacles, traps, pitfalls and shades of grey between the promise and delivery that you have to wonder if the whole thing is worth the effort.
And its the unabashed lying that is the worst. Its widespread and material from what I've experienced and read about here. Its just so much easier to say "we're full" than do some juggling and get your late/early checkin-out, upgrade or CL floor request. Not every property and every time but enough that it is significant. And it will continue until real time inventories are available to the customer so they can be caught in lies if they choose to do so. After all, we have no idea what the rooms look like behind closed doors and in the computer system. As far as hotels not following the benefits of the program - the best advice I can offer is to complete the Guest Survey's you receive or send comments to customer service....these comments are tracked and everyone is held accountable for them |
Originally Posted by bigguyinpasadena
(Post 8876327)
This needs to be addressed by the highest level of Marriott management.
Do you really value Marriott Rewards Elite Guests or not?If not then just tell us so so we can move our buisness to a chain that wants our buisness and treats Elites with the respect they deserve. |
Originally Posted by socrates
(Post 8964753)
As far as hotels not following the benefits of the program - the best advice I can offer is to complete the Guest Survey's you receive or send comments to customer service....these comments are tracked and everyone is held accountable for them
|
I'm at Renaissance Downtown Toronto for the next 4 nights. Upgraded AGAIN! 9/9 :cool:
I am in a suite with french doors, two tv's, a dining room and marble bathroom with double sinks ^ This is my 9th stay here, each time I have gotten a suite upgrade. By far the best hotel in entire Marriott network in providing Platinums with suite upgrades. I was told by front office staff that they are empowered and encouraged to assign a suite to platinums upon check-in if available. No running to the back office and talking to the man behind the curtain and "checking" on an upgrade here! Now why can't other Marriott properties do the same? If a suite is available and going to be empty why not reward your most loyal guests? Sounds like a simple concept to me. :p |
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