Checked in to my room at the Pittsburgh North Marriott today in Cranberry Twp, PA. Went upstairs to be greeted by 2 full beds. Wouldn't even be that big of a deal, but Mrs. CJ is with me on this trip.

Went back downstairs, only to be told that no room preference or guarantee was noted in my reservation, and the hotel was full and they didn't have any king rooms available. I told her that I know for a fact that a king room is listed in my profile. She asked for a few minutes to look into it.

While she did that, I strolled over to the business center to look up my reservation...sure enough, there it was: "Guaranteed: King bed room". I couldn't print it out because there was a paper jam in their printer.

I walked back over, and at that time she had magically found me a room.

I just don't understand why when my online view of the reservation clearly shows a king room guarantee, why wouldn't it show up in their system? Or was she full of BS?

Hmmmmm-could it be that this was a poorly trained as well as liying chimp you had waiting on you?
A talk with the MOD was in order IMO.

And Cargojon is a plat!Further poor treatmement by Marriott of its best customers.

I've stayed at this hotel and recall better treatment than the OP. Sometimes it's about timing and personnel. I'd give it another chance.

As long as the problem is resolved and a genuine apology is offered, to me, this a "no harm, no foul" offense.

In fairness to the hotel, they did make it right....I just had to work a little harder than I feel like I should have to in order to get there.

I agree

But how genuine an apology can be made here.The chimp was caught in a lie.
The chimp did not follow procedure.
The customer was made to jump through hoops.
This is"doing the right thing"how?
This type of nonsense will continue as long as we let it go on without comment.The chimps need retraining and this is not going to happen without Management being made aware of their bad behaviour.

No offense, but referring to an employee as a chimp is in extremely poor form. Do you think of yourself as above them because they are employed at Marriott? Some of the nicest people I have ever met have been employed at Marriotts and other hotels, along with restaurants, airports, and other areas of the service industry.

Your attitude toward the Marriott Corporation is well known. I can now understand where you get this attitude. You obviously feel superior to the Marriott employees and treat them poorly. Perhaps you should judge yourself before judging others.

Totally off the mark fripp.
And bordering on a personal attack.
The FD person fell into my chimp catagory-not all MI emplyees do this.Those that are well trained,have smarts,and deal with customers without lying are not labeled chimps.They are ,unfortunately, rare in my dealings with Marriott
Now back to the topic.

Like most things in life you get what you give. I cannot imagine having this attitude to Marriott and its employees and still staying there. Hotels are a dime a dozen....MOVE ON DOWN THE ROAD.

Its not surprising that some have more trouble then others. Just imgaine his reaction when a problem does come up.....and he wonders why things don't work out smoothly.

Again-off the mark.
And just for the record-I am one of the nicest most considerate guest a hotel can deal with,unless I am lied to,forced to deal with chimps(this does not happen very often,at the first sign of chimpishness I ask to deal with a MOD)or do not recieve the benifits I should via my status with an airline/hotel.And even then I am not a "DYKWIA"kinda guy.

So many Marriott sympathisers willing to defend a less than perfect product.No wonder the service level is declining.

I truly hope you are trying new hotel chains out to find something better. I don't know you personally but from your posts (over a long duration of time) I can solidly say that I think most of the time you get the service you deserve.

Those of us who are "Marriott sympathizers" seem to have a great attitude and in return get great service. There will always be exceptions but by in large I think this is true.

I'm a 100+ night/year guy over a decade and haven't had a tenth of the problems you seem to have. Also I've tried the other brands out there but I'm always happy to come back to Marriott when my client/schedule allows for it. Maybe my experience at other chains is why I'm happy at Marriott....for me and the areas I travel they are leaps and bounds above the others.

YMMV


*I have no clue what DYKWIA is.

This may surprise you but most of us are still considerate/nice even when we run into problems. Maybe this is your problem?

DYKWIA = Do You Know Who I Am?