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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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