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Front Desk "We have no Upgrades" / Guy at the Bar "I just got upgraded to 2 br suite"
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 they could do was a regular room not in the Concierge level, so pretty much no upgrade. I usually get a junior suite at this property or at least the concierge level since I stay there about once a month and on a first name basis with some of the staff.
I was told the hotel was sold out and that all guests in suites had paid for the suite so no go on the upgrade. Few hours later the guy sitting next to me starts saying how he got upgraded to the "Presidential Suite" with 2 bedroooms, 2 baths, conference table etc. I couldn't help myself and asked if he had status with Marriott, he said he had Gold status. Now, I feel a little snubbed that a lower status guest got an upgrade before me when I requested one in my reservation, wasn't given priority in spite of the fact that I stay at this hotel regularly, and was lied to that all guests in Suites were paying for one. Should I say something? I have never been in this situation and don't know how some of you have handled it in the past. Thanks |
How do you know the guy in the bar wasn't just shooting off his mouth?
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Did you consider the possibility that there was a late cancellation for the 2 br suite? You did say that it was a couple of hours later that you'd heard his announcement . . .
You also said that they guy was a gold, and your details under your moniker also indicate that you're a gold (unless they haven't been updated), so I'm wondering why he's less entitled to it than you are. Maybe he buys the front desk staff treats regularly (I did, when I was a regular at a particular property . . . it can make a big difference :)) |
It could also be that Presidential Suites are not part of the regular upgrade pool (of course this depends on the property, but as a general rule I’d say they usually are not). So, when the bar guy checked in it may have been the last room in the hotel… so they gave it to him.
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I haven't updated the profile, I am Marriott Platinum now. Good suggestion on the buying treats, next time I am down from SF I will bring them some bay area chocolate.
I have written a couple of letters commending this property for their exceptional service in the past. |
Originally Posted by imverge
(Post 8882525)
I don't keep track of what Marriott owns and what it doesn't, I think we all have better things to worry about when we check-in to our hotel. (But thank you for the heads up) :)
My point is there are times when I've encountered a problem and even after contacting Marriott Customer Service and Bill Marriott's office the hotel decided to do what they felt was right... why? Because I was told "we are a franchise hotel." :td: Let me give you an example: Two years ago I checked in to the Montreal Chateau Champlain, when I arrived I was greeted by hotel employee's on strike who were picketing outside the hotel. As I got out of my taxi, they hurled insults at me for staying at the hotel and in fact shouted out short-giving's regarding the hotel's cleanliness among other things. Keep in mind, I was not aware of the situation until I arrived. When I approached the front desk I was told there was no room service, no lounge, house keeping will be every other day and the restaurant was closed as was the pool and fitness area... When I asked to be moved to another hotel since they were still charging me $209 a night. They said I could make my own arrangements! I called Marriott Customer Service and in the end I had to find my own hotel... Why? because they could not force the hotel to do anything because they were a franchise. I should mention I am a Platinum member. On a slightly different subject, one of my biggest issues through the years is that I believe that Marriott reservations should have to warn guests making reservations during certain periods (mostly group events) that something significant is going on in the hotel, so the guest has the option of booking somewhere else, instead of disappointing the guest. As an example, I have booked hotels on prom weekend when the entire hotel was prom party headquarters (several times), and I have booked a hotel when it was the headquarters for a national highschool basketball tournament (think 16, 17, and 18 year olds yelling, running up and down the halls, dribbling in the halls, lobby, putting their feet up on the furniture in the lobby, etc.), when there were rock concerts going on in the hotel facilities, etc. If I would have had a choice, I would not have stayed in any of those hotels at those particular times. That is a group booking issue, not handled through MI or Marriott Reservations, that is handled through the individual hotel sales departments, but not communicated to Marriott Rez, and the guests do suffer from it. Oh, yes, and upgrades are not available in those instances either! |
Originally Posted by USirritated
(Post 8881338)
To the average consumer, it is slicing it a bit thin when you describe the difference between a hotel that is actually owned by MI and hotels which are not owned by Marriott, but APPEAR to be franchisees.
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Originally Posted by imverge
(Post 8882525)
I don't keep track of what Marriott owns and what it doesn't, I think we all have better things to worry about when we check-in to our hotel. (But thank you for the heads up) :)
My point is there are times when I've encountered a problem and even after contacting Marriott Customer Service and Bill Marriott's office the hotel decided to do what they felt was right... why? Because I was told "we are a franchise hotel." :td: Let me give you an example: Two years ago I checked in to the Montreal Chateau Champlain, when I arrived I was greeted by hotel employee's on strike who were picketing outside the hotel. As I got out of my taxi, they hurled insults at me for staying at the hotel and in fact shouted out short-giving's regarding the hotel's cleanliness among other things. Keep in mind, I was not aware of the situation until I arrived. When I approached the front desk I was told there was no room service, no lounge, house keeping will be every other day and the restaurant was closed as was the pool and fitness area... When I asked to be moved to another hotel since they were still charging me $209 a night. They said I could make my own arrangements! I called Marriott Customer Service and in the end I had to find my own hotel... Why? because they could not force the hotel to do anything because they were a franchise. I should mention I am a Platinum member. |
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 they could do was a regular room not in the Concierge level, so pretty much no upgrade. I usually get a junior suite at this property or at least the concierge level since I stay there about once a month and on a first name basis with some of the staff.
I was told the hotel was sold out and that all guests in suites had paid for the suite so no go on the upgrade. Few hours later the guy sitting next to me starts saying how he got upgraded to the "Presidential Suite" with 2 bedroooms, 2 baths, conference table etc. I couldn't help myself and asked if he had status with Marriott, he said he had Gold status. Now, I feel a little snubbed that a lower status guest got an upgrade before me when I requested one in my reservation, wasn't given priority in spite of the fact that I stay at this hotel regularly, and was lied to that all guests in Suites were paying for one. Should I say something? I have never been in this situation and don't know how some of you have handled it in the past. Thanks |
Originally Posted by USirritated
(Post 8883252)
On a slightly different subject, one of my biggest issues through the years is that I believe that Marriott reservations should have to warn guests making reservations during certain periods (mostly group events) that something significant is going on in the hotel, so the guest has the option of booking somewhere else, instead of disappointing the guest. As an example, I have booked hotels on prom weekend when the entire hotel was prom party headquarters (several times), and I have booked a hotel when it was the headquarters for a national highschool basketball tournement (think 16, 17, and 18 year olds yelling, running up and down the halls, dribbling in the halls, lobby, putting their feet up on the furniture in the lobby, etc.), when there were rock concerts going on in the hotel facilities, etc. If I would have had a choice, I would not have stayed in any of those hotels at those particular times. That is a group booking issue, not handled through MI or Marriott Reservations, that is handled through the individual hotel sales departments, but not communicated to Marriott Rez, and the guests do suffer from it.
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I wish that the reality and the intention were always the same. The hotel chains/companies may wish for news of major impacting events to be disclosed, but the individual hotels do not always disclose all major impacting events that are short term in nature, such as two nights worth of prom parties, because it might scare of other revenue. Construction projects are always disclosed, because the hotel can't avoid the obvious. A prom party is not outwardly obvious over a long period of time, and neither is a national high school basketball tourneyment. However, it would be my choice, if given one, never again to have to stay in a hotel where construction is ongoing, or that is hosting a student sports tourneyment of any kind, or is hosting prom parties or rock concerts.
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I can assure you hotels will not lie to you about major events which might have an impact on a guests stay however I'll refer you back to the part of my post which you quoted - opinions are subjective and I'll apologize in advance but there are often times guests which will be happy regardless of the events they encounter and on the flip side there are also those guests who you can never please, thankfully the majority of the traveling public falls in the middle - I do agree there will be events which will an impact on the availability of upgrades however the items impacting the availability of upgrades are constantly changing thus making it IMO unrealistic and impractical for hotels make public, I often try not to compare the hospitality industry to the airline industry however I'm not aware of an airline which will tell their members in advance of the expected lack of upgrades but that doesn't mean the hotel shouldn't ensure their inventory is in balance - what was mentioned before sounds like an out of balance issue, it can and does happen however it shouldn't happen often
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Originally Posted by USirritated
(Post 8884189)
Construction projects are always disclosed, because the hotel can't avoid the obvious.
Not always...I know of three Marriott properties currently undergoing major renovations that are not informing guests of the fact online or when you call the reservations line. The only way I knew that the properties were under major renovation was by driving by them and seeing the construction equipment/supplies (and in the case of one, a review someone posted giving everyone an FYI on the construction since the website makes no mention of it). |
Might have been worth stopping at the front desk, asking for a manager, reporting the anecdotal information, and asking for an explanation.
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That is what I thought about doing this evening, but the only thing holding me back is that I don't want to seem like an entitled jerk. I guess I can always just tell them it troubled me since I was told one thing and then found out that it was a misrepresentation of the situation. I guess I was just asking if anybody else has been in a similar situation and did you go to the front desk about it or just let it go...
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