Thanks for the responses -
 

everyone's comments are appreciated!

Isn't it annoying when people delete their posts?

The OP apparently has a excessive sense of entitlement.

Do you stay at this hotel often enough for them to recognize you?

I am not sure that I would expect them to remember a guest, wwho got injured by what was admittedly her own fault, months before.

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Let's see. You take a fall that is your fault. It's obviously an accident.

Security takes information and the bell captain recognizes that you have been injured.

Should they offer you a free night stay? Pay for your meal? Send you a note to inquire about your injury?

I think not. You spent the night in the room. Why should they offer you a free night stay for another visit unless they were negligent? You received a meal from them. Why should they pay for the meal due to you being clumsy? (Clumsy may not be correct, but I have no other information to go by)

If they send you a note, it may be used against them legally. I would suspect that a note inquiring about your injury may be all a lawyer would need to start a proceeding.

I am not being harsh, but I do think you are expecting too much here. After all, it was not Marriott's fault, so I can only assume the fault was yours. I think it would be difficult finding another chain acting any differently than what Marriott did. (Maybe the Ritz)

As you already noted it was your own fault and not the fault of the hotel. Please excuse my admonishment, but since the injury was obviously bad, you are negligent for not going to the emergency room and have it looked at right away. Did the hotel suggest that you see a doctor or go to the emergency room? I would be very surprised if they did not. You didn't indicate that they did or did not.

When your health provider files a claim for your medical expenses, it will include the cause of the injury. No doubt your medical insurance carrier will contact you for more details if they were not already provided to your health provider, and then will deal directly with Marriott if they deem them even partly responsible.

If you have a deductable then you could send them the hotel the bill for your portion if you think they were at all at fault and feel it is appropriate.

Regarding the hotel staff remembering you and the fall. The only people that would probably remember, would be the restaurant staff (who probably would not), the loss prevention guy that took the report, and the bellman. Unless you encountered one of these people, then I don't think anyone else would remember.

Whatever happens, I hope you have a full recovery.

1. If - as you said - you were very embarassed by the situation, a polite person would probably not seek you out to ask about it and possibly cause you further embarassment. Maybe it's just me, but I would be embarassed to know that my accident was memorable enough for someone to recognize me.

2. There may be at least SOME concern about a potential lawsuit. Any hint that the hotel was somehow responsible for the accident (e.g. they apologize for the incident, comp your meal, etc.) could potentially be used against the hotel later.

I'm not a lawyer and definitely don't know much about potential legal issues, but I'm wondering if problems could arise if the hotel were to put anything in writing. Anything written that showed they acknowledge the accident could possibly used against them should you decide to sue them. So standing orders could be to not mention it unless the customer mentions it first.

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Sophiegirl,

I'm really sorry to hear that you were hurt. You've made some great postings on FT. For example, I just bought some Geico certs last night thanks to you. Thankfully most FT'ers are lucky enough to live in countries where the lion's share have access to health care. Here's to your speedy recovery!

Robert

Probably from the fact that you went and packed and traveled home before having it looked at (according to the first post).

I'm sorry for your accident. Sounds like it has been a painful mess for you. I'm not surprised by Marriott's actions though. I don't believe they owe you anything if they were not negligent in some way. And, as someone posted before, in this litigious society, they are probably not supposed to act caring in the case that you were to turn around and sue them.

You didn't say you were looked at right away. You said that the bones ended up being broken and hadn't healed correctly. So it appeared to me from the information you provided that you didn't see a doctor or didn't go to the emergency room right away. If you did, then the doctor or emergency room that you did see right away, which you didn't mention in your original post, is the one who is negligent. I made an honest assumption with the information you provided.

I wish you all the best for a speedy and a fulll recovery.

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Boy, I feel really bad for you and hope that your injuries eventually get corrected properly with as little pain and inconvenience as possible. What a terrible ordeal you've gone through!

That being said, I don't see why you'd expect anything from the hotel. They deal with hundreds or thousands of guests on a daily basis, and your fall was most likely only one of several "incidents" that day, that week, that month... You get the idea. It was traumatic and horrifying to you, but (not to sound too harsh) just another matter-of-fact thing to the hotel. Particularly after security investigated and apparently concluded (as did you) that things were relatively okay, I'm sure it was quickly forgotten.

Also, why would you expect your meal to be comped? The hotel did nothing wrong and, I assume, served the items you ordered. I could see an especially proactive manager taking those charges off the bill since you apparently weren't able to enoy your meal (I'm trying to decide if suddenly getting sick in the middle of a meal and being unable to complete it is a similar situation, and whether or not they'd comp the meal in a case like that), but it's not like anything about this situation was their fault.

Again, my sympathy is very much with you and I wish you a full recovery, but I don't think you should be expecting anything more from the hotel at all.

I don't think the issue is compensation at all -- the OP is explicit on that point..

What it really is is the lack of an expression of concern on the part of those in charge about the welfare of a valued guest who was injured (but not accusing the hotel of being responsible), on the property.

I cannot believe that a "Get Well Soon" card or something appropriate (flowers, fruit basket etc.), sans any expression hinting at cupability would not be appropriate.

A hotel we guested at ;ast smmer (on points) treated us rouyally, provided a beautiful cake celebrating my wife[s birthday along with a card signed by numerous members of the guest relations, front desk and lounge staffs.

The hotel in this case couldn't be bothered to say "We hope you're felling better?"

I don't think the hotel owes you anything after the fact (or at all actually). You admit that it wasn't due to negligence at the hotel & that it just an accident (and imply that it was your fault, not the hotels). I'm suprised that security only took your name down & didn't even suggest or offer that you seek medical attention - most companies have that as an SOP. My sister was injured at an Ikea in NJ & they took down the relevant contact info for an incident report & suggested that seek medical attention if she thinks she needs it. I tripped off a curb at a Hilton in SAN a few years back, scraped my knee up - when I asked if they had bandages at the front desk, the took down an incident report (which they said they had to do for all accidents - I didn't want them to) and they asked me if I was okay - I said yes - and when I said I was fine, in my opinion, that released them of any sort of obligation to me.

As for compensation (free weekend, etc), I don't think that would be reasonable compensation if it wasn't their fault. And for the meal? You ate it, you pay for it. Did you fall during the meal? Or after the meal after you signed your bill? Why should they comp you a meal? I don't get it.

As for the 8 weeks of recovery - if you thought it was bad enough to see a doctor about & you caught the broken bones earlier & they set them & didn't set them right, that's your doctor's fault. If you didn't think they were broken & you just went with the flow - and then later found out they would need to be rebroken - that's your own fault.

Totally, OT - but, when I was in Thailand a few years back, I got into a motorcycle accident & broke my wrist. I was no where near legitimate medical attention (I was on an island off an island off of the main land - best hospital was several hours away by boat & I was on vacation). I tried getting my friend reset the break and make my left wrist look like my right wrist, but he refused to do it (which is understandable - he didn't want to make it worse - it was sort of hanging there & I could barely move it) - so I took a shot of Sangsum, bit on a stick & did it myself. We made a cast out of an ace bandage & some siding ripped off of a bungalow that was under construction - it was gross & painful, but necessary. I was back in BKK a few days later, but by then it wasn't worth going to the hospital in BKK since I'd be back in the US in a couple of days. When I got back to the US a few days later, I went straight to the hospital from the airport & they x-rayed it & luckily, I had set the bone correctly. Basically, its up to you, IMHO, to take corrective action if you think you're injured - your health is your own responsibility, no one else's. If you had issues packing & were in that much pain, then you weren't being responsible to yourself.

[QUOTE=rahmanbar;9252012]I don't think the issue is compensation at all -- the OP is explicit on that point..


While there is obviously a slight felt by the OP, there is also the mention of a free weekend and surprise that she is charged for her meal. This would make her feel better about the incident but it is a form of compensation.

I , like the many others before me, hope she heals quickly, but I don't think she will see any letters or other action from the hotel. They were not at fault, and should not have to follow up on incidents that are out of their control and not the fault of the hotel or the staff. In this case, I think the OP is expecting too much.

What is the big deal here? I think you ARE LOOKING for some sort of compensation for an incident that you admit is no responsibility of the hotel.

If you tripped and fell and suffered injury on the corner of a nearby street while staying at a Marriott...would you be seeking some sort of compensation from the hotel? What is the difference?

Give it up...

Add me to the HE11 NO list re: compensation

I wonder why you didn't store the bags at the hotel and go to the nearest ER/Clinic/Doc etc.. all hotels (esp in this case) would have stored your bags for you

As for the meal; like others said, when did the fall occur.. at most they should package the meal to go for you if it was before or during.. if it was after.. pay as agreed...

can I understand the thought process of wanting something yes.. but from a neutral standpoint... and if I was on a jury.. i'd vote for the hotel

Anyone have a screen shot of the original post or be able to do a summary for those of us reading this thread now?

It's a bit irritating to read the responses without having the original one & subsequent responses since they were deleted by the OP. Without knowing what's going on I'm guessing the OP either deleted them for potential litigation reasons or because most of the people responding weren't sympathetic to compensation, although are sympathetic to whatever the injury was.

PS - I have figured out there was a fall involved, but that's it.

Cheers.

sophiegirl,
I want to join in wishing you the best. I agree that it would be very nice for someone to have said something, but it would really take an extraordinary effort to remember every guest and situation.

I had the unfortunate situation where I was on the phone with emergency services as an elderly woman passed away in the store where I work (yes, I was calling for her). I remember the grief on her husband's face, her wheelchair and a few other details, but I wouldn't recognize the man today. I wouldn't be able to express the sympathy I do have for him. It isn't malice, I just can't remember everyone and every situation - no matter how traumatic.

Basically, the OP was having a meal at an unnamed full-service hotel where she is a regular. She fell (and in her orignial post, she said that it was by no fault of the hotel - no torn carpet, wet floor, etc - and that it was an accident) in the restaurant. Security noted the incident & filled out an accident report. She had to summon assistance from a maid to pack her belongings at checkout, a bellman commented on her condition & asked if she was going to be checking out in her condition. She apparently did & went home.

It turned out she broke her bones (not clear as to when she sought medical attention - when she got home or several days later after it started hurting more). The bones apparently weren't set properly (due to the healing process starting without going to a doctor or due to a bad doctor? Not clear) and needed to be rebroken and reset.

She went back to the hotel (as a guest) and was suprised that no one at the hotel asked how she was (because she doesn't think they noted it in her account) and was suprised to find she was charged for the meal that she ate (which was the meal she fell at). She was wondering if she should be given compensation for it (specifically free weekend stay or meal or something) and was asking for feedback...

If I've missed anything, feel free to add to it anyone...

Since I was responding when she deleted her original post, yes, I have a full version of it. I won't repost it here, but bhatnasx hit the main points.

I find it very strange that she deleted all of her posts. It makes me think that she really was looking for compensation and/or is thinking of making the hotel liable for her accident.

Very strange indeed. :confused:

She probably felt that she was being attacked. I think she was looking for a gesture of some sort from the hotel - how are you feeling? - Are you OK, can we buy your meal for you? Something, anything.

Anyone have a screen shot of the original post or be able to do a summary for those of us reading this thread now?

It's a bit irritating to read the responses without having the original one & subsequent responses since they were deleted by the OP. Without knowing what's going on I'm guessing the OP either deleted them for potential litigation reasons or because most of the people responding weren't sympathetic to compensation, although are sympathetic to whatever the injury was.
PS - I have figured out there was a fall involved, but that's it.

I am the OP and I deleted them because I was asking for opinions, and got them, so I no longer wanted the ipersonal nformation out there. There is not now, nor was there ever an issue with litigation, nor I am upset because people were not sympathetic to compensation. (especially as compensation was not the essence of the post)

With regards to bhatnasx summary, I will add to it as requested - my additions are bolded -

Basically, the OP was having a meal at an unnamed full-service hotel where she is a regular. She fell (and in her orignial post, she said that it was by no fault of the hotel - no torn carpet, wet floor, etc - and that it was an accident) in the restaurant. Security noted the incident & filled out an accident report. She had to summon assistance from a maid to pack her belongings at checkout, a bellman commented on her condition & asked if she was going to be checking out in her condition. She apparently did & went home.
(Incorrect, I checked out because the hotel was sold out and could not extend my stay. I went to another FS to check-in, then proceeded to an emergency center to have the injury examined. I was unable to return home for 2 more days.)

(Another poster asked why I did not leave my luggage at the original hotel - not really sure how that would have helped the situation, but my response is that why would I do that- whatever happened, I wasn't coming back to the original hotel.)

It turned out she broke her bones (not clear as to when she sought medical attention - when she got home or several days later after it started hurting more).

(Incorrect, same day, xrays, casts, all were done same day)

The bones apparently weren't set properly (due to the healing process starting without going to a doctor or due to a bad doctor? Not clear) and needed to be rebroken and reset.

(Not certain how bhatnasx knows they weren't set properly, that was not stated in OP and is not my opinion nor any of my doctors' opnions now)

She went back to the hotel (as a guest) and was suprised that no one at the hotel asked how she was (because she doesn't think they noted it in her account) and was suprised to find she was charged for the meal that she ate

(Incorrect, meal was never served, so was not eaten)

(which was the meal she fell at). She was wondering if she should be given compensation for it (specifically free weekend stay or meal or something) and was asking for feedback...

(Correct, I do think a meal which was unserved to a consumer should not be charged to the consumer).

With regards to my post - Compensation is the issue around which most responses are revolving, and it could certainly be due to the way my OP was written. When one has lived the circumstance, it is certainly different than when one is solely reading about it. It is unfortunate that I used a free weekend example in the OP, as everyone has then assumed that I was looking for compensation and want to blame Marriott. What I was trying to say was that I found it odd, as a platinum who experienced a trying circumstance in a hotel, nothing was said or done to make that circumstance better, or to recognize that it even happened. (as in seeing if I needed assistance in packing my luggage, or getting to the doctors, or assisting me in returning my rental car, or a myriad of other details) Is it their fault that I fell? Absolutely not. Should they pay for the fact that I fell? Absolutely not. Would some courtesy and kindness and attention have made the situation easier for me - absolutely.

I DO find it interesting that so many posters who become upset when Marriott forgets their plat welcoming gift, or ignores their room pref and puts them by an elevator, thinks I am out line for wondering why I was charged for a meal that wasn't served - and that I didn't eat:confused:

IMHO, the hotel should not have charged for the meal. I mean, legally - yes, I'm sure they could charge for it. But the kind, human thing to do would be to not charge for the unserved meal.

I don't know the context of the return visit and the failure to recognize her - even at my most frequently-visited Marriotts, I occasionally see a new clerk who doesn't know me. That part is not unusual. Nor would I expect free nights or anything like that.

But getting charged for the meal, yes, that would honk me off a bit...

If she'd been looking for serious compensation she would have engaged an attorney specializing in negligence. And to carry it a bit farther, the attorney would have counseled her not to discuss publickly, certainly not in an online forum.

But she wasn't looking for $$$ and she didn't pose a common question seen on these boards when someone feels they've been wronged, ie. "How many points should I request?" (If not those exact words, something along those lines.)

I know -- the magic word is "compensation", but what I believe she really wanted was a gesture of acknowledgement/sympathy/compassion/empathy and gave some examples in my earlier post. .

Consider what she said, but also consider the context..

Not posing a request with precisely the right words is is not uncommon at all.

But the context is that she's still (rightly) upset and that not only should not be missed, it should also be considered. -- those of us who have (or had in the past), people reporting responsibilities know full well that "listening skills" are an important attribute for the successful manager or executive.

From what I've seen of the FT MR Board community, I am sure that in a real-life situation similar to what the OP related those "other things" would have a bearing on how most of you, if you were the responsible manager, would have handled it.

If the meal was never served, simply dispute the charge. SHould be easy to do as you have the hotel's own report on the incident.

Some hotels still have great management and line staff that know how to keep customers happy, even when something unfortunate happens. Sadly, many do not as they are now hiring minimum wage staff who receive minimal training, and the turnover is high. So really the hotel's response doesn't surprise me. If you were expecting the kind of service that Julia Roberts received in Pretty Woman, you should need to stay at the Beverly Wilshire and expect to be paying $500+ per night.

Because in your original post you said that the bones had started to heal and needed to be rebroken, pinned and reset. Which anyone would have ascertained that either 1) you didn't seek medical treatment in a timely manner, or 2) the doctors who treated you didn't set your break right.

So if you could enlighten us as to why they had to rebreak, pin and reset perhaps we will have a better understanding. I can't come up with a logical reason other than one of the two reasons mentioned above.

I find it interesting that this is the first time you mentioned that the meal wasn't served or eaten. WADR, we can only respond with respect to the information provided. Since this little bit of info was not provided in your original post, a number of posters asked if the fall occurred before, after or during your meal.

FWIW, since you have now shared that bit of info, yes I would contact the hotel and explain the situation and ask that they credit the charge for the meal back to your credit card, or comp you a future meal. But please make sure you mention to them that the meal was never served, nor did you eat it; as they too, will not understand your request otherwise.

sophiegirl, I based my post on what I recalled...the details you've provided in bold above were not provided in the original post (as far as I recall).

You didn't mention that you went to a doctor originally, nor did you mention that you weren't able to extend a stay (and for what its worth, unless its an extreme case like when Hurricane Katrina hit or something, I haven't ever seen a hotel not be willing to extend a platinum member's stay - at least not at the rack rate - if you were on a discount rate, maybe not at that rate, but they usually always extend stays if you're already occupying the room - in some states, it's illegal to kick someone out who's already in the hotel & who has been paying - if anything, that'd be a complaint you should fight for)

See aaupgrade's post for why I was under the impression your bones weren't set properly - and now, given your explanation of having gone to the emergency room, you really should take that issue up with your doctor as if he/she had set your bones correctly the first time, you wouldn't need them to be rebroken as you earlier stated you did.

Regarding the meal, as other posters have agreed, you never said you weren't served. If that truly is the case, then why wouldn't you have disputed the charge for the meal at checkout? Or did you not review your bill before leaving the hotel? Did it take 8 weeks (as I'm assuming it's been at least 8 weeks since the accident occurred given your original post) to realize they charged you for something you didn't consume?

You asked us to please read it carefully before responding - which I think many of us did.

bhatnasx - can you review your own post and think about this logically?
You say that you have never known a hotel not to extend a stay - and that I should fight for that.

Why wouldn't I dispute the charge for the meal at checkout? Did I not review my bill? Did it take 8 weeks for me to realize that?

Both of these issues were a part of what my original post were about! A plat member, an injured plat member no less, cannot get an extension? And the breakfast wasn't on my bill when I checked out - it was added later. Did it take me 8 weeks for me to realize it? No. I wrote the post 8 weeks later. (and let''s get real - even if it had been - I am there with multiple broken bones and you think I should have reviewed the bill at the time ???)

As for my arm, your statement....you really should take that issue up with your doctor as if he/she had set your bones correctly the first time, you wouldn't need them to be rebroken as you earlier stated you did...is completely out of line. You have no way of knowing whether they were set correctly, and you certainly cannot determine whether they need to be rebroken, or why.

Do I think you read the post carefully? I have no clue. Do I think you saw the word compensation and based your entire response on the fact that you felt I wanted "something for nothing"? Yes. Your summary of my OP was quite sarcastic in tone, and indicated as such.

Sophiegirl,

Bahtnasx' summary was actually a very good summary of your original post. He was going from memory, and did a nice job on all of the points brought up.

There was no sarcasm in his post.

Let it go, Sophiegirl.

Frankly I think we should all let this go as the story keeps changing. If the original post had been written carefully before it was posted, then reading it carefully may have worked. As it is we all read it carefully which is evident from all of our similar replies to the OP; but since it wasn't written carefully, including details that were omitted, and some are probably still being omitted then further discussion will be pointless. With the original post gone, there is no point continuing.

What makes it so unbelievable to me is that every detail that she adds is in her favor:
Hotel kicked platinum member out
Food was never served
Bones were set correctly but now need to be rebroken

I must say I am utterly confused. :confused: I can only add best wishes for the OP in getting better. I'm not sure if I had multiple broken bones that I could have packed, checked out, gone to another hotel, checked in and then gone to the ER. I'm too big of a wimp.

Sophiegirl, I'm so sorry to hear you were involved in an accident resulting in broken bones :eek:

I didn't have a chance to read your OP but from what I gathered, you felt the hotel could have done a better job in handling the matter. Let's face it if they had you would probably be posting something positive about your experience.

I once took a fall at The Hilton in Cancun, Mexico. I was in the shower when I slipped and fell. I gave out my back that I couldn't even get up. In fact what went through my mind was that old commercial where the woman yells.. HELP I'VE FALLEN AND I CAN'T GET UP. I'll never make fun of her again... Anyhow my partner heard me yelling and came to my aid.

When my partner called downstairs for them to call an ambulance they refused until the hotel Doctor checked me out herself. I was in so much pain I could barley make outside the shower. The Doctor assisted my partner in moving me to the bed. The Doctor gave me an injection for the pain. She told me that I didn't need to go to the hospital but that I should not be on my feet. She visited me everyday and gave me 2 other injections for the pain.

All that time no one from the hotel ever called or inquired about my condition and guess what? When I went to go check-out barely walking... The hotel had the nerve to charge me for the doctor's services :eek:

I later found out that the shower tiles had recently been replaced and in error the ones placed on the floor had no traction. They used the same ones found on the wall.

The charges were eventually reversed... but the damage was done in more ways than one. I no longer stay with Hilton and I canceled my HHonors Diamond account.

Bottom line Sophiegirl the hotel failed to extend you common decency and they acted in bad taste... exactly what happened to me.

I hope you do get better :)

I'm not sure why it's out of line - if you take it that way, I apologize. I was simply stating what I percieve to be a fact. When a bone is broken and a doctor sets it properly, it usually heals properly. If it isn't set properly, then generally it needs to be rebroken & reset - I didn't claim that it needed to be rebroken or reset - you said that it did in your original post (which is now deleted). I'm not sure why you take so much offense to that. If there's another explanation, feel free to provide it. Again, though, I apologize if I've offended you.

Your post (some of which is quoted here) says you feel you deserve some indication that the hotel was aware of your injury. You did mention a call or a letter or something (such as a "free weekend" - your words, not mine). I did base my first response on that fact - as you said that was the purpose of your post (starting out with the "My question is more emotional - I feel that I deserve(d)..." As for me stating that you ate your meal (which is why I thought it was strange you'd expect them to comp it), in the post #16, your exact words were "they charged me for the meal I was eating when I fell!" - the italicized words, to me, and most reasonable people, implies that you were actually physically eating a meal (and maybe got up to use the restroom or something midmeal when you fell - I don't know). I did not mean for my summary to be sarcastic - I just provided a summary of what I recalled - I couldn't give exact wording, just the key points that stuck out in my mind.

I'm sorry you got injured - broken bones suck - I've been there & had a few in my time. But my first post in this thread was specifically answering the "emotional question" you asked. After you deleted your first post, I summarized to the best of my ability. Only later did you provide more & conflicting information. Different people have different perspectives on things.

I'm going to follow aaupgrade & Fripp's advice & let this go now...

very annoying.

Exactly

and to whomever said let it go > Ditto

I think this thread has run it's course... It's now turned into a witch hunt. Can the MODS please close it.