Hi All.

This is my first time creating a thread so please be gentle. Here's my beef. Last August I used a platinum EEOC, second weekend night free at the Long Beach Marriott. The rate was $150 per night including taxes. At check-in everything went fine. At check-out the hotel charged me for both nights. No one had ever seen one of these platinum coupons before and had no idea what it was. The front desk manager suggested that I was supposed to pay for both nights and that Marriott rewards would send me a check. We called Marriott rewards and the rep expained to the manager how to process the coupon. With that assistance, the Long Beach Marriott was able to process the coupon and only charge me for one night.

In October, the accouting department charged my card $150. I called and they removed the charge.

In November, same thing. They charged my card $150. I called them and they removed the charge.

On Christmas Eve, again, they charged my card $150. I called and they removed the charge.

I'm thinking that dealing with this for 5 months is ridiculous. I wrote a letter to the accounting department and General manager asking for 25,000 points as a goodwill gesture. I haven't heard back from them. Is my request reasonable. I'm thinking about sending another, stronger letter. Any suggestions.

Thanks

Personally I would go right to Marriott Corporate, explain the situation, including the unanswered requests for compensation, and then request the same (to be compensated by the hotel) from them for your troubles. You have dealt with the hotel on at least 4 occassions already, and given them ample additional opportunities to correct the situation which they continue to screw up.

Mr. Bill Marriott
Marriott International Inc.
Marriott Drive
Washington, DC 20058

Phone: 301-380-3000
Fax: 301-380-3967

I totally agree with aaupgrade

While I can't argue with aaupgrade's suggestion, I might suggest you try to directly (by phone) contact the hotel GM first. Normally, I prefer to go up the local hotel chain before I go to corporate. I realize you have sent the GM an email, but sometimes those are missed/deleted/etc. Personally, I have found that the GM can solve most any problem I have ever had to deal with, but first you have to get them involved.

The OP has contacted the hotel.4 times.
Contact HQ-attach all previous correspondence,
This is incredible-but totally understandable given Marriotts no training policy for the front desk chimps.

Which is why contacting the GM directly rather than going through the front desk personnel might help get the issue solved. In all likelihood, Marriott Corp will get the GM involved as well. So why have Corp in there as a middle man? Just another chance for things to get messed up.

Hi all.

Thanks for the excellent ideas. Actually I sent the GM a letter by regular mail, not e-mail. I also used my office stationary/envelop to help ensure that it would make it to the GM. (It's okay, I own the company)

I think I will fax the GM one more time and if he doesn't respond within a week,I'll go up the chain

Thanks

See the Op's post above.
The GM is as incompetent/uncaring as his staff.The property needs to be smacked from on high.
Althiough it seems Marriott does not hold its franchisees to the strict brand standards that it used to,as it is slipping down the tubes as well.
Good luck OP,and I would give the GM 7 days from your original communication with him(phone,email,snail mail)and then escalate it.If the GM does not contact you make sure that is noted in your communications as well.

I can assure you your assumption is incorrect

Hi all

Thanks for the advice. I just got a call from the Long Beach Marriott, were they apoligized profusely and the said that I will get my requested 25k points within the next 5 days.

Flytertalk rules.