Less than truthfull GM
Jun 3, 2009 | 5:13 am
#16
Join Date: Dec 2008
Programs: EB*G ; MR Plat
Posts: 130
But seriously, looking at the title of the thread I thought a GM had stolen credit cards info and bought a house in Mexico or something. Not something has ridiculous as: "He changed from offering one night in a suite to 3 because of a leak".
Getting a new room was appropriate, end of story. That the GM actually offered even one night in a suite was bonus.
But hey, if this works, next award stay, take along a wrench and unscrew a pipe somewhere, then demand a suite for the remaining two-weeks.
And do not settle for anything less
Jun 3, 2009 | 9:43 am
#17
Original Poster
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Actually, the front desk handled everything correctly when the leak was reported by changing rooms that night. The purpose of the thread is about the deceptive action the following day when talking with the GM. We all know they have access to our MR accounts and can issue points if they want and room assignments are fully in their pervue. It's more the fact that she constantly contradicted herself during the conversaions that irritated my brother-in-law. How do you trust someone that changes the story every minute? Do you just walk away and write off the incident, or do you take it another step hoping it improves the situation? Having been in a support role for many decades, I've always advised customers went can't fix it if we don't know it's broken.
Jun 3, 2009 | 9:54 am
#18
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,285
Actually, the front desk handled everything correctly when the leak was reported by changing rooms that night. The purpose of the thread is about the deceptive action the following day when talking with the GM. We all know they have access to our MR accounts and can issue points if they want and room assignments are fully in their pervue. It's more the fact that she constantly contradicted herself during the conversaions that irritated my brother-in-law. How do you trust someone that changes the story every minute? Do you just walk away and write off the incident, or do you take it another step hoping it improves the situation? Having been in a support role for many decades, I've always advised customers went can't fix it if we don't know it's broken.
Jun 3, 2009 | 6:56 pm
#19
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Some place in this wonderful world (usually at 39,000 ft in seat 1C)
Programs: CO Gold Elite / NW Gold Elite
Posts: 13,747
Just to be clear - hotels do NOT have access to any MR accounts, they can only see select information about an account but do NOT have access to the account
Jun 4, 2009 | 8:23 am
#20
Original Poster
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
Honesty goes a lot further than deception, although deception will be remembered a lot longer.
Jun 4, 2009 | 4:16 pm
#21
FlyerTalk Evangelist
Join Date: Jul 2001
Location: Some place in this wonderful world (usually at 39,000 ft in seat 1C)
Programs: CO Gold Elite / NW Gold Elite
Posts: 13,747
I have been given printouts when checking in that showed my point balance, night totals, and last three stays. That's pretty good "access" in my book. As to the context of the conversation as relayed to me, she was eluding to not being able to refund/issue points to reduce the cost of the stay, and I know that is not being honest with the customer. Granted, the franchisee may not want to, but she didn't say that.
Honesty goes a lot further than deception, although deception will be remembered a lot longer.
Honesty goes a lot further than deception, although deception will be remembered a lot longer.