Marriott Concierge - Potentially Misleading Rate Quote
 

I was checking rates at the Monterey Marriott for Memorial Day Weekend. The following rate caught my eye:

"Guest room, King or 2 Double, City view, Deluxe Room .Room details. .
259.00 (USD) per night
Rate rules Reserve a Room
.Escape! Family Time Package, includes breakfast for 2 adults and children under 12 per person daily, lunch for 2 adults and children under 12 per person daily, dinner for 2 adults and children under 12 per person daily, see Rate Rules"

Wow! All meals included for me and my family for just $20 over the room-only rate! But then the kicker is in the rate rules:

"Rate Rules
Additional Information
Escape! Family Time Package
Package includes
Deluxe room * 1king or 2 double beds for one night
Kids eat Free
* Breakfast, lunch and dinner included for children ages 12 and
under when an adult orders an entree off the regular menu.
Rate is subjct to availability and does not include applicable
taxes"

So now it's only the kids who eat free when an adult orders an entree. That's quite a bit different from the language on the main rate selection page. My assumption is that the rate rules take precedence, so I'm not booking this rate, but the hotel should probably be notified so that they can correct this inconsistency.

DJ,
In a similar sort of situation before, I've booked the rate then contacted the front desk manager at the property for the proper interpretation, to make sure they know and then I can decide depending on what they say whether I want to keep the res. They thanked me, made the necessary adjustments to the rate language, but offered to give me the more favorable interpretation of the rate even though they meant the less favorable language to be there.

We are looking into this.

Ira

DJ_Iceman,

Make the reservation, then call the hotel, explain the rate, and have them add a notation under your confirmation number that you are supposed to get the appropriate meals comped on your stay. I'm confident they would not give you trouble.

This seems to be fixed. The rate description now says:

Escape! Family Time Package, includes kids meals, 12 and under, see Rate Rules

If you see a different discrption send me a personal message with the URL.

Ira

Thanks for your attention to the matter, Ira.

To the OP: See? Marriott changed the wording to the less favorable interpretation. In the future, just book the rate, then immediately call the hotel with your confirmation number and tell them (in a nice way) you're confused about the rate. If they don't tell you what you want to hear, just tell them (again, nicely) that it just doesn't make sense for you to stay there unless they give you the favorable interpretation (they're at least smart enough not to throw out $1000 in revenue and anger an elite MR member over a few meals that the rate DOES imply you're entitled to). Then suggest to them they should change the wording. Always works... and if it ever doesn't work, shame on the hotel for being willing to zing customers on unclear wording.

FWIW, I applaud DJ_Iceman for being honest about it. And also, FWIW, the rate did say see rate rules & the rate rules clarified what the offering was.

I agree with bhatnasx.

Cheers.

And that takes out Marriott responsibility?

Free B/L/D is a given at the first set of rules.

Another one with great handling from Marriott. Give the elites the stick, we're fine. :rolleyes: Pathetic.

And Given you extended my Status - how about a card? Asian properties care for that... Well no go, get yours in May. Cheers!

So what do you say to those that book the children's room rate where it says it's for children in the details right underneath the rate, and in the rate rules also says the room is only available in conjunction w/ an adult-booked room? I was at an upscale hotel over the weekend where someone booked a children's room rate & then said - ''who reads the rate rules?" as though that excused her not paying attention to the fact that right underneath the rate it still said children's room (which we confirmed when looking online). Note - she was in her 40s.

I don't get anywhere in his OP that DJ made this a point re: his status with Marriott, more the difference in language. He was also intelligent enough to think hmm, all that for extra $20 & dug down into the rate rules to find out the real scoop.

And ask for MarriottConcierge to get the wording right, which should have been done because others wouldn't read the rate rules & then there'd be a fisticuffs at the front desk.

I give DJ a ^ (although realize the disappointment in not being able to get all the meals free!), and also to Marriott in correcting the language so that the verbiage was then consistent.

Cheers.

Thanks, Ira, for fixing that. I don't know if the hotel ever had unhappy guests who couldn't get their meals for free, but this should take care of it!

(As an aside, with all the wonderful restaurants in the Monterey area and the relatively lackluster offerings at the Monterey Marriott, I doubt many people are eating all of their meals at the hotel restaurants anyway! :D)

I do as well. I'm just saying, he could have first asked the GM to comp the meals, then asked MC to fix the verbiage. And thanks to MC for fixing that as well.