Problem at a Marriott – Warning Rant
Oct 18, 2009 | 2:07 am
#136
Join Date: Jul 2005
Location: MUC/HKT
Programs: UA1K;AAEXP;BAG
Posts: 595
While it is indeed sad how the mgmt handled that problem, my guess on the 20% dinner discount thing is that the concierge lady simply made a mistake. There is a discount for MVCI owners & Thai Gold Card holders but afaik not for MR Plat members. Given the "not losing face" thai mentality i could see why they are resistant to acknowledge they made a mistake.
Nov 2, 2009 | 4:12 pm
#137
Join Date: Mar 2009
Location: Texas
Programs: EXP on AA, Plat Premier Marriott and CK on AA
Posts: 43
I have lurked in this forum occasionally, but this is my first post here. Sadly, it’s not about a good situation. I have stayed at Marriott on and off for years, and over the past two years have been averaging 200 nights a year with Marriott. This is the first time I have ever had to complain.
My wife and I went on Holiday and were spending 4 nights at a the JW Marriott in Phuket, Thailand on points. We booked this before the new point’s policy and they didn’t have saver nights, so it was expensive, but we thought it would be worth it.
Prior to arrival, the concierge e-mailed us and welcomed us, helped us arrange some activities, and stated that since we are Platinum, she will offer us 20% off on all dining at the hotel.
When we arrived, the bathroom in our room was dirty. We complained, and nothing was done. The public restroom was substantially worse. We booked 90 minute massages, and were given 60 minute massages. When we complained, we were told that the spa was closing, and they wanted to get out. We asked for 1/3 of our money back, and were told that they can’t do that on a service we already received.
The next day, we were gone all day, came back and our room was still dirty. The day after, we continued to have problems with rude staff, our bathroom still not being clean, and numerous other issues that I won’t go into. We finally asked if we could be re-accommodated. We were told they cannot put us in any other rooms, or any other property. So we asked to leave. We then got our things paid $300 to change our flight to our next location early, and spent 50,000 in points to stay at another Marriott for the remaining 2 nights.
When they presented us our bill, they had not given us the 20% off on our dining. We complained, and they said that we don’t get the discount since we didn’t buy a timeshare. I explained that the Concierge stated we would get 20% off. They said we won’t and told us to just sign the bill and leave. I asked for a manager. The manager said that I was mistaken and said she wanted proof that I was told we would get 20% off. I pulled out my computer and showed her the e-mail. She said it was wrong, and they won’t give us the discount since we stayed on points. I reiterated that is specifically said that as platinum guests, we would get 20% of on all food/dining and that we made the reservation on points before the concierge extended us this offer. She told me that, “Platinum means nothing.” I still refused to sign, and she said they would not let us take the airport shuttle until we signed. I signed, “Under Protest.”
I e-mailed Elite Customer Service and stated the situation, and stated that I am out the $300 on my own, and I am aware of that, but that I would like the 50,000 points back for the two unused nights, since the hotel could not provide a clean room, and since we had to spend another 50,000 points to re-accommodate ourselves. I also asked that they have the hotel enforce the 20% off as we have it in writing and forwarded the e-mail from the concierge.
I got an e-mail back, saying that my e-mail was forwarded to the Hotel for review. A few days later, someone from the hotel e-mailed me, and apologized, and stated they would give me 25,000 points for the inconvenience. I forwarded it back to the Marriott elite CS e-mail and said this was unacceptable. I got a quick reply saying that in disputes, they always side with the Hotel over the customer. I wrote again outlining the exact problems, and asking that Marriott make up the difference and credit us the remaining 25,000 points we are out. A week later, got a reply from the hotel, (it had been forwarded again). This time it said they have discussed my situation, and decided to give us the discount on 1 of our meals only, and that the next time we use their spa, they will give us extra time to make up for the short service.
I e-mailed the elite CS again and again said I was not happy with the outcome, that I would like the 25,000 points I am still out back, as well as the full discount, and as a compromise, I would let the short spa service thing go.
I got no reply for 10 days, and wrote again asking why I have not received a reply. I got an almost immediate reply saying the hotel already gave me 25,000 points and a discount on 1 meal, and that that was more than enough and that I have already been told that they side with the hotel in all disputes.
So, my questions are. Did I ask for too much? Am I out of line? What would others have done? What would have been fair? I am not asking for more that I think I am entitled to, in fact, I feel like I am asking for less than I what would make me whole again.
Thanks,
Emanon
My wife and I went on Holiday and were spending 4 nights at a the JW Marriott in Phuket, Thailand on points. We booked this before the new point’s policy and they didn’t have saver nights, so it was expensive, but we thought it would be worth it.
Prior to arrival, the concierge e-mailed us and welcomed us, helped us arrange some activities, and stated that since we are Platinum, she will offer us 20% off on all dining at the hotel.
When we arrived, the bathroom in our room was dirty. We complained, and nothing was done. The public restroom was substantially worse. We booked 90 minute massages, and were given 60 minute massages. When we complained, we were told that the spa was closing, and they wanted to get out. We asked for 1/3 of our money back, and were told that they can’t do that on a service we already received.
The next day, we were gone all day, came back and our room was still dirty. The day after, we continued to have problems with rude staff, our bathroom still not being clean, and numerous other issues that I won’t go into. We finally asked if we could be re-accommodated. We were told they cannot put us in any other rooms, or any other property. So we asked to leave. We then got our things paid $300 to change our flight to our next location early, and spent 50,000 in points to stay at another Marriott for the remaining 2 nights.
When they presented us our bill, they had not given us the 20% off on our dining. We complained, and they said that we don’t get the discount since we didn’t buy a timeshare. I explained that the Concierge stated we would get 20% off. They said we won’t and told us to just sign the bill and leave. I asked for a manager. The manager said that I was mistaken and said she wanted proof that I was told we would get 20% off. I pulled out my computer and showed her the e-mail. She said it was wrong, and they won’t give us the discount since we stayed on points. I reiterated that is specifically said that as platinum guests, we would get 20% of on all food/dining and that we made the reservation on points before the concierge extended us this offer. She told me that, “Platinum means nothing.” I still refused to sign, and she said they would not let us take the airport shuttle until we signed. I signed, “Under Protest.”
I e-mailed Elite Customer Service and stated the situation, and stated that I am out the $300 on my own, and I am aware of that, but that I would like the 50,000 points back for the two unused nights, since the hotel could not provide a clean room, and since we had to spend another 50,000 points to re-accommodate ourselves. I also asked that they have the hotel enforce the 20% off as we have it in writing and forwarded the e-mail from the concierge.
I got an e-mail back, saying that my e-mail was forwarded to the Hotel for review. A few days later, someone from the hotel e-mailed me, and apologized, and stated they would give me 25,000 points for the inconvenience. I forwarded it back to the Marriott elite CS e-mail and said this was unacceptable. I got a quick reply saying that in disputes, they always side with the Hotel over the customer. I wrote again outlining the exact problems, and asking that Marriott make up the difference and credit us the remaining 25,000 points we are out. A week later, got a reply from the hotel, (it had been forwarded again). This time it said they have discussed my situation, and decided to give us the discount on 1 of our meals only, and that the next time we use their spa, they will give us extra time to make up for the short service.
I e-mailed the elite CS again and again said I was not happy with the outcome, that I would like the 25,000 points I am still out back, as well as the full discount, and as a compromise, I would let the short spa service thing go.
I got no reply for 10 days, and wrote again asking why I have not received a reply. I got an almost immediate reply saying the hotel already gave me 25,000 points and a discount on 1 meal, and that that was more than enough and that I have already been told that they side with the hotel in all disputes.
So, my questions are. Did I ask for too much? Am I out of line? What would others have done? What would have been fair? I am not asking for more that I think I am entitled to, in fact, I feel like I am asking for less than I what would make me whole again.
Thanks,
Emanon
I am horrified to hear of your comments after my many, many years of being Marriott Platinum. You did NOT ask for too much. In my opinion, you asked for too little. I had a problem with the Champs Elysees Marriott in Paris (BED BUGS - yes - you heard me! The front desk saw them all over my arms & legs and credited my account with 70,000 points immediately - for only 1 night). I had a minor problem with a shuttle at one of the Marriotts in Los Angeles, and told them I did not want anything, but they credited me with 20,000 points.
I think you should be credited with a specific dollar amount on your credit card. Agree with previous post to write to Mr. Marriott - return receipt requested.
Good Luck -
Nov 2, 2009 | 5:20 pm
#138
Original Poster
Join Date: Aug 2008
Location: DEN
Programs: Recovering after 7 years of UA 1K, Still UA Silver (Which means nothing), Marriott Lifetime Plat Pre
Posts: 1,950
Update
After getting home the day after my last post, I had an envelope from Chase. They said they had to end the dispute and re charge me the $68.55 because the hotel provide my signature on documentation.
The enclosed letter from the manager to chase stated that I am not entitled to the 20% off food and beverage as their e-mail states as they state I was not registered as a platinum elite guest, and never showed my card. They then state that as the restaurant receipts do not show a discount, I am not entitled to one. Yet whenever I asked they told me that the discount would be applied at checkout, and to sign the receipt with the full amount. They then state that I signed the receipt for the spa service after receiving the service proving it was 90 minutes. However, they told me I could not have the service until I signed it before. So they are blatantly lying. They also said some rather terse comments to my character.
The item that tops all of this, is that they included a copy of the original bill, where I wrote “under protest”, only the put a credit slip over where I wrote under protest, and next to it, someone attempted to forge my signature. They are indicating that this is my real signature.
I scanned and e-mailed the documents to the contact at Marriott and mentioned that this has gotten out of hand, and that this is obviously a forgery. I mentioned that I have not asked for anything more in the past than to be made whole, and reminded her that I am still out the $300 for changing the tickets, and I am not asking for that, and that I appreciate her getting me the additional 25,000 points. But at this point, I don’t think it would be out of line for me to simply ask for a refund in full for everything spent at the hotel. This was about $600. Since we stayed on points, this was just the food and beverages, spa service, and the airport transfers.
I asked her to call me upon coming into the office so we could discuss.
She e-mailed me back this morning and stated that she talked to the manager and they have reversed the $200 charge, that he still insists it was an accident, and that they have agreed to credit back the $68.55 that they forged my signature to get.
She said that unfortunately, she cannot refund the entire stay, nor can she force the hotel to do so, and that I must take this up with the hotel itself.
I called again and left her a message saying I wanted to talk to her on the phone and discuss the situation. That I would prefer to have a duologue with her directly.
I got an e-mail back (no return call) stating that she appreciates me wanting to talk to her, but that everything has been turned over to the General Manager as he is also the Regional Vice President and that he has all of my documents and that he is eager to resolve this matter in its entirety and that he will be responding to me on behalf of Mr. Marriott.
I then sent this letter, with the help of USIrritated:
The GM wrote me back a few days later.
He stated that he would like to re-cap the compensation he already gave me. 50,000 for the two nights, an additional 25,000, 30% off the cooking class, and now $68 representing the 20% food dispute.
He added that as I maintain their compensatory actions are are still insufficient, that a gesture of good will, an in light of the distress I clam to be experiencing, he will refund all but $200 of my total charges, in recognition that we have differing prospectives on the events that occurred.
He said he investigated the fraud claim, and has found that nothing was done wrong. He believes that I may have mistakenly concluded that the hotel was fraudulent. He said that when I checked in, an imprint of my card was taken, and that I agreed that I would pay for all charges with an imprint of my card. He said when I checked out in haste, and wrote under protest on the bill, that that does not negate my agreement to pay any and all folio charges or that the hotel can charge my visa, as I previously agreed to pay.
He said as "under protest" does not mean anything, the manager followed procedures and proceeded to charge my card, in full, as my signature was on file.
He said no one from the hotel signed my name, that it was written, so there was no dishonesty.
He then states that he feels they have gone a long way to make me "even" in accordance with my request to Mr. Marriott's office.
He then states that he is very sorry that I did not have a good experience on my visit and he hopes I realize that this extraordinary set of circumstances will not be repeated in the future.
I don't really think this can be categorized as an apology, but more of a subtle personal attack, and a non-direct apology. I am not sure what to do at this point. No reply from the contact at Mr Marriott's, despite a follow up call. Nothing has been credited back yet. I really do want to get this behind me. But I still feel, while he does not, that they were dishonest. Basically, I got back points for the 2 nights I didn't stay, 25,000 extra, and now about 66% of what I spent.
I spend more nights at Marriott's per year, than I do at my own home, and am shocked that Mr.Marriott's office is remaining silent.
I e-mailed the contact again this weekend, and have still not received a reply. If I don't in a week, I am going to send a letter directly to Mr,. Marriott only, return receipt, copy some travel forums and magazines, and then try to put it all behind me.
The enclosed letter from the manager to chase stated that I am not entitled to the 20% off food and beverage as their e-mail states as they state I was not registered as a platinum elite guest, and never showed my card. They then state that as the restaurant receipts do not show a discount, I am not entitled to one. Yet whenever I asked they told me that the discount would be applied at checkout, and to sign the receipt with the full amount. They then state that I signed the receipt for the spa service after receiving the service proving it was 90 minutes. However, they told me I could not have the service until I signed it before. So they are blatantly lying. They also said some rather terse comments to my character.
The item that tops all of this, is that they included a copy of the original bill, where I wrote “under protest”, only the put a credit slip over where I wrote under protest, and next to it, someone attempted to forge my signature. They are indicating that this is my real signature.
I scanned and e-mailed the documents to the contact at Marriott and mentioned that this has gotten out of hand, and that this is obviously a forgery. I mentioned that I have not asked for anything more in the past than to be made whole, and reminded her that I am still out the $300 for changing the tickets, and I am not asking for that, and that I appreciate her getting me the additional 25,000 points. But at this point, I don’t think it would be out of line for me to simply ask for a refund in full for everything spent at the hotel. This was about $600. Since we stayed on points, this was just the food and beverages, spa service, and the airport transfers.
I asked her to call me upon coming into the office so we could discuss.
She e-mailed me back this morning and stated that she talked to the manager and they have reversed the $200 charge, that he still insists it was an accident, and that they have agreed to credit back the $68.55 that they forged my signature to get.
She said that unfortunately, she cannot refund the entire stay, nor can she force the hotel to do so, and that I must take this up with the hotel itself.
I called again and left her a message saying I wanted to talk to her on the phone and discuss the situation. That I would prefer to have a duologue with her directly.
I got an e-mail back (no return call) stating that she appreciates me wanting to talk to her, but that everything has been turned over to the General Manager as he is also the Regional Vice President and that he has all of my documents and that he is eager to resolve this matter in its entirety and that he will be responding to me on behalf of Mr. Marriott.
I then sent this letter, with the help of USIrritated:
Ms Contact,
While I was hoping to talk on the phone, I guess I will have to address both you and Mr. Manager via e-mail.
I would like to let you both know, that in light of the new documents I received in the mail, I feel this has gone far beyond anything that can be handled with points. I hope you were both able to see the statement where my comment had been blocked and a written version of my name has been presented as my signature.
I feel that has reached the point of absolute dishonesty from the hotel including Mr. Manager himself based on the letter he sent me dated 29-September. While I was told the charge was a mistake, it seems to me that the hotel simply wanted to get me back for having to give me points, regardless of what they are saying now, and I am shocked that Mr. Manager remains involved in light of his accusatory letter, clearly showing a conflict of interest. The letter sent to the credit card company, also states continuously that what I said was false, and has now tarnished my reputation with my own credit card company due to the hotel lying.
With the additional amount of time I have had to spend dealing with this, the situation is no longer just something that they can simply look into and make good on. I’m not doing this just to try and get points out of Marriott, I want to be made whole, and compensated for the time, aggravation, and criminal activity I have experienced. I spent money for airfare and took time off from work for both my wife and I to go on a relaxing vacation. Not only was part of our vacation upset based on this situation, but I have spent a lot of time dealing with this with the Hotel, Marriott, and the credit card company. In addition, something new seems to happen every week.
When I thought it was over, I was satisfied, not happy, but satisfied. Then the hotel had to bring this all back up again by first sending a rude letter, than accidentally charging me. So if they are taking it to the next level, then I need to do so as well, and expect Marriott Corporate to respond in kind.
So I ask that your office step up, and stop passing the buck. First, I would like an apology for the forgery from the hotel and for the way the hotel handled themselves during this situation. This letter would include outlining what they did wrong. Secondly, I would like some type of in kind compensation for having to pay my airfare to go on a vacation that was so bad we had to walk out of the hotel, as well as for the amount of time I have had to spend over the past 6 months. While I do not expect to get paid my hourly rate, I expect Marriott to do something to take care of this situation.
I did not go to a Marriott Flag Ship hotel expecting to be treated poorly, taken advantage of, and then have my signature forged. Would you expect that at a JW Marriott? If this were my company, this manger would be investigated and the responsible party fired. If this were in the US I would also be pressing charges.
So I hope that you and your office take this very seriously, and if necessary even involve Mr. Marriott himself. But I would like to know that Marriott Corporate is willing to step up and take responsibility for its problems, and have them solved.
Sincerely,
Emanon256
While I was hoping to talk on the phone, I guess I will have to address both you and Mr. Manager via e-mail.
I would like to let you both know, that in light of the new documents I received in the mail, I feel this has gone far beyond anything that can be handled with points. I hope you were both able to see the statement where my comment had been blocked and a written version of my name has been presented as my signature.
I feel that has reached the point of absolute dishonesty from the hotel including Mr. Manager himself based on the letter he sent me dated 29-September. While I was told the charge was a mistake, it seems to me that the hotel simply wanted to get me back for having to give me points, regardless of what they are saying now, and I am shocked that Mr. Manager remains involved in light of his accusatory letter, clearly showing a conflict of interest. The letter sent to the credit card company, also states continuously that what I said was false, and has now tarnished my reputation with my own credit card company due to the hotel lying.
With the additional amount of time I have had to spend dealing with this, the situation is no longer just something that they can simply look into and make good on. I’m not doing this just to try and get points out of Marriott, I want to be made whole, and compensated for the time, aggravation, and criminal activity I have experienced. I spent money for airfare and took time off from work for both my wife and I to go on a relaxing vacation. Not only was part of our vacation upset based on this situation, but I have spent a lot of time dealing with this with the Hotel, Marriott, and the credit card company. In addition, something new seems to happen every week.
When I thought it was over, I was satisfied, not happy, but satisfied. Then the hotel had to bring this all back up again by first sending a rude letter, than accidentally charging me. So if they are taking it to the next level, then I need to do so as well, and expect Marriott Corporate to respond in kind.
So I ask that your office step up, and stop passing the buck. First, I would like an apology for the forgery from the hotel and for the way the hotel handled themselves during this situation. This letter would include outlining what they did wrong. Secondly, I would like some type of in kind compensation for having to pay my airfare to go on a vacation that was so bad we had to walk out of the hotel, as well as for the amount of time I have had to spend over the past 6 months. While I do not expect to get paid my hourly rate, I expect Marriott to do something to take care of this situation.
I did not go to a Marriott Flag Ship hotel expecting to be treated poorly, taken advantage of, and then have my signature forged. Would you expect that at a JW Marriott? If this were my company, this manger would be investigated and the responsible party fired. If this were in the US I would also be pressing charges.
So I hope that you and your office take this very seriously, and if necessary even involve Mr. Marriott himself. But I would like to know that Marriott Corporate is willing to step up and take responsibility for its problems, and have them solved.
Sincerely,
Emanon256
The GM wrote me back a few days later.
He stated that he would like to re-cap the compensation he already gave me. 50,000 for the two nights, an additional 25,000, 30% off the cooking class, and now $68 representing the 20% food dispute.
He added that as I maintain their compensatory actions are are still insufficient, that a gesture of good will, an in light of the distress I clam to be experiencing, he will refund all but $200 of my total charges, in recognition that we have differing prospectives on the events that occurred.
He said he investigated the fraud claim, and has found that nothing was done wrong. He believes that I may have mistakenly concluded that the hotel was fraudulent. He said that when I checked in, an imprint of my card was taken, and that I agreed that I would pay for all charges with an imprint of my card. He said when I checked out in haste, and wrote under protest on the bill, that that does not negate my agreement to pay any and all folio charges or that the hotel can charge my visa, as I previously agreed to pay.
He said as "under protest" does not mean anything, the manager followed procedures and proceeded to charge my card, in full, as my signature was on file.
He said no one from the hotel signed my name, that it was written, so there was no dishonesty.
He then states that he feels they have gone a long way to make me "even" in accordance with my request to Mr. Marriott's office.
He then states that he is very sorry that I did not have a good experience on my visit and he hopes I realize that this extraordinary set of circumstances will not be repeated in the future.
I don't really think this can be categorized as an apology, but more of a subtle personal attack, and a non-direct apology. I am not sure what to do at this point. No reply from the contact at Mr Marriott's, despite a follow up call. Nothing has been credited back yet. I really do want to get this behind me. But I still feel, while he does not, that they were dishonest. Basically, I got back points for the 2 nights I didn't stay, 25,000 extra, and now about 66% of what I spent.
I spend more nights at Marriott's per year, than I do at my own home, and am shocked that Mr.Marriott's office is remaining silent.
I e-mailed the contact again this weekend, and have still not received a reply. If I don't in a week, I am going to send a letter directly to Mr,. Marriott only, return receipt, copy some travel forums and magazines, and then try to put it all behind me.
Nov 2, 2009 | 6:40 pm
#139
Join Date: Jan 2004
Location: Pennsylvania
Posts: 8,142
I don't really think this can be categorized as an apology, but more of a subtle personal attack, and a non-direct apology. I am not sure what to do at this point. No reply from the contact at Mr Marriott's, despite a follow up call. Nothing has been credited back yet. I really do want to get this behind me. But I still feel, while he does not, that they were dishonest. Basically, I got back points for the 2 nights I didn't stay, 25,000 extra, and now about 66% of what I spent.
I spend more nights at Marriott's per year, than I do at my own home, and am shocked that Mr.Marriott's office is remaining silent.
I e-mailed the contact again this weekend, and have still not received a reply. If I don't in a week, I am going to send a letter directly to Mr,. Marriott only, return receipt, copy some travel forums and magazines, and then try to put it all behind me.
Frankly, this would be way too draining for me to continue to pursue.
Bobette
Nov 2, 2009 | 7:09 pm
#140
Join Date: Jul 2004
Location: LHR
Programs: UA P, BA S, A3 *G, IHG Plat, Marriott Lt P, Hilton Gld, etc.
Posts: 1,080
I have seen issues similar to what you, Emanon, experienced. People who advised they never have a problem with this particular resort need to understand and remember one important thing: Unfortunately, Asian service culture mostly is designed to provide fantastic, spotless and admirable service only until something will go wrong. It may not be a fault of one particular service representative, but for some unknown cultural factors, all activities after the incident would likely be directed to
a) attempts to prevent face loss (e.g. proving that they are right and you are wrong)
b) denial
c) containment (attempts to solve issue locally without escalation outside of particular organization)... needless to say that these attempt are almost always laughable due to a) and b) above and mostly are directed on wearing off a claimant and hope he/she abandons efforts.
4) discrediting the claimant by trying to show claimant erred in some other things not connected to the incident, therefore claimant can not be trusted with correct description of the incident itself
5) intransingence to make good, even if requested by higher authority (e.g. WHQ).
6) retaliation (sometimes petty retaliation like nasty letter, sometimes not so petty like charging your credit card twice - again laughable, but it happens even if they think they can not reasonably expect to get away with it).
So absence of the issue in the past (or in your current stay) doesnt absolutely mean you would not have issue on your next stay, even if that would be in different hotel or outside Marriott chain. So I wouldnt recommend anyone to remove this hotel from their travel list as situation like this can happen anytime, at any hotel. There are some exceptions to this however they are infrequent and far apart (having Expat GM usually helps).
I can only sympathise to Emanon who, as it seem, experienced all of that, however Emanons experience reconciles well with what I have experienced during my trips.
AX
a) attempts to prevent face loss (e.g. proving that they are right and you are wrong)
b) denial
c) containment (attempts to solve issue locally without escalation outside of particular organization)... needless to say that these attempt are almost always laughable due to a) and b) above and mostly are directed on wearing off a claimant and hope he/she abandons efforts.
4) discrediting the claimant by trying to show claimant erred in some other things not connected to the incident, therefore claimant can not be trusted with correct description of the incident itself
5) intransingence to make good, even if requested by higher authority (e.g. WHQ).
6) retaliation (sometimes petty retaliation like nasty letter, sometimes not so petty like charging your credit card twice - again laughable, but it happens even if they think they can not reasonably expect to get away with it).
So absence of the issue in the past (or in your current stay) doesnt absolutely mean you would not have issue on your next stay, even if that would be in different hotel or outside Marriott chain. So I wouldnt recommend anyone to remove this hotel from their travel list as situation like this can happen anytime, at any hotel. There are some exceptions to this however they are infrequent and far apart (having Expat GM usually helps).
I can only sympathise to Emanon who, as it seem, experienced all of that, however Emanons experience reconciles well with what I have experienced during my trips.
AX
Nov 23, 2009 | 4:48 pm
#141
Original Poster
Join Date: Aug 2008
Location: DEN
Programs: Recovering after 7 years of UA 1K, Still UA Silver (Which means nothing), Marriott Lifetime Plat Pre
Posts: 1,950
Again a bust. I got the return receipt Saturday with some random name scribbled, though I did send it restricted delivery. And today I get a letter from the same Rep in Utah saying she will be responding on Mr. Marriott's behalf. (I am guessing ti was scanned since I send it to Corporate).
In the letter to Mr. Marriott, I stressed what I was out in time, loss of credibility, etc. and that the number one thing I was after was a sincere apology outlining exactly what they did wrong. That that was more important than any amount of money or points.
Her reply almost appeared like a form letter. It stated that I got the 50,000 points back for the two nights, the extra 25,000 points, and that the hotel assures her they refunded any and all additional and disputed charges (They still have not).
She then says that while she appreciates my request for additional compensation, that Marriott International believes that the above mentioned gestures of good will were fully adequate and appropriate for the problems I experienced. There for there will be no further compensation from the property or Marriott International related to this matter.
She closes in saying that they appreciate my patronage as hope I understand their position as well.
I am at a loss. The net of the additional charges less the refunds I did receive, plus the original charges, is basically what my initial charges were, after the discount I was supposed to receive. So basically I am 25,000 points ahead, and got the discount applied, that was already supposed to be applied. And a while mess of trouble and aggravation.
I think this is underly ridiculous, and when I find some free time will send the story to the travel magazines, but I am just shocked at their lack of response.
I feel that I really need to never stay at a Marriott Property again after this, which will be difficult as they have a lot of locations and many of them are good properties. But if the corporate office doesn't help when there is a problem, why risk it. Such a waste of already earning platinum for the next two year with the roll over nights.
In the letter to Mr. Marriott, I stressed what I was out in time, loss of credibility, etc. and that the number one thing I was after was a sincere apology outlining exactly what they did wrong. That that was more important than any amount of money or points.
Her reply almost appeared like a form letter. It stated that I got the 50,000 points back for the two nights, the extra 25,000 points, and that the hotel assures her they refunded any and all additional and disputed charges (They still have not).
She then says that while she appreciates my request for additional compensation, that Marriott International believes that the above mentioned gestures of good will were fully adequate and appropriate for the problems I experienced. There for there will be no further compensation from the property or Marriott International related to this matter.
She closes in saying that they appreciate my patronage as hope I understand their position as well.
I am at a loss. The net of the additional charges less the refunds I did receive, plus the original charges, is basically what my initial charges were, after the discount I was supposed to receive. So basically I am 25,000 points ahead, and got the discount applied, that was already supposed to be applied. And a while mess of trouble and aggravation.
I think this is underly ridiculous, and when I find some free time will send the story to the travel magazines, but I am just shocked at their lack of response.
I feel that I really need to never stay at a Marriott Property again after this, which will be difficult as they have a lot of locations and many of them are good properties. But if the corporate office doesn't help when there is a problem, why risk it. Such a waste of already earning platinum for the next two year with the roll over nights.
Nov 23, 2009 | 11:12 pm
#143
Join Date: Jul 2005
Location: BOS
Programs: BA GLD for LIfe, AA PLT 2 MM miler, B6 Mosaic, Star GLD; HH Diamond; Marriott PLT
Posts: 1,383
I think you have done as much as you could and probably way more than most people would have done. It is clear that you are not going to leave this incident feeling well treated. That is a shame.
At this point, I think you need to stop wasting your valuable time on people who won't take responsbility for their actions (or their agents' actions). You have at least four choices:
1. Suck it up and continue staying at Marriott's;
2. Stay at your favorite Marriott's but move the rest of your business elsewhere;
3. Letting them know that you will be withholding $X thousands of dollars of business before you will return to any Marriott property; or
4. Write off Marriott entirely as a matter of principle and letting them know that you will be doing so (but you really need to stick to this).
I like Option 3. I've done this once in the past where I was out $X due to something that a vendor (to whom I was quite loyal) should have corrected and was having difficulty stepping up to do the right thing. I estimated the margin that the vendor got (very low in their industry) and told him that unless they refunded $X, I'd be shifting all business to their competitor until I'd supplied at least twice that margin $ to their competitor. Then I'd reconsider which vendor to use. $X was not big but at 2% or 5% margin (or something like that) the revenue loss was meaningful. I got an immediate email back saying that they'd credit $X to my account.
But, whatever you choose, it is time to let the thing go emotionally.
At this point, I think you need to stop wasting your valuable time on people who won't take responsbility for their actions (or their agents' actions). You have at least four choices:
1. Suck it up and continue staying at Marriott's;
2. Stay at your favorite Marriott's but move the rest of your business elsewhere;
3. Letting them know that you will be withholding $X thousands of dollars of business before you will return to any Marriott property; or
4. Write off Marriott entirely as a matter of principle and letting them know that you will be doing so (but you really need to stick to this).
I like Option 3. I've done this once in the past where I was out $X due to something that a vendor (to whom I was quite loyal) should have corrected and was having difficulty stepping up to do the right thing. I estimated the margin that the vendor got (very low in their industry) and told him that unless they refunded $X, I'd be shifting all business to their competitor until I'd supplied at least twice that margin $ to their competitor. Then I'd reconsider which vendor to use. $X was not big but at 2% or 5% margin (or something like that) the revenue loss was meaningful. I got an immediate email back saying that they'd credit $X to my account.
But, whatever you choose, it is time to let the thing go emotionally.
Nov 24, 2009 | 6:25 pm
#144
Join Date: May 2003
Location: Texas
Programs: Hyatt Glob (Barely); Marriott Plat Life; AA Up and Down Now Plat; Hilton, UA, BA, HA Peasant
Posts: 3,075
At the risk of being contradicted online, some have posted on FlyerTalk that they have had better success with American Express backing them up in billing disputes than the Average Large Credit-Card Issuing Bank. Perhaps others can comment on Amex relevant experiences.
Nov 25, 2009 | 12:58 am
#145
Join Date: Jan 2005
Location: PHX
Programs: AA Plat, Hyatt Diamond, Marriott Plat, Hilton Diamond, Priority Club Gold, Hertz
Posts: 109
What a disappointment! I have been following this thread since the start and I just wanted to thank the OP for keeping us (or me 
) updated on what's been going on.
I had a very small dispute with some tickets I purchased from a concierge at a Hilton in Manhattan (which wasnt even owned/operated by Hilton) and they were absolutely fabulous at helping me resolve the issue - and I think I was maybe a midtier elite at the time.
It's really hard to image myself in the OP's position - and I am really unimpressed with Marriott's lack of response. I would've hoped that they would've been more proactive with their response. Phone calls are very easy to make - and when a phone call is requested I think a call back is in order. Also, the fact that the credits have not posted would've really put me over the edge.... And lets not even get started on the forgery bit.....
) updated on what's been going on. I had a very small dispute with some tickets I purchased from a concierge at a Hilton in Manhattan (which wasnt even owned/operated by Hilton) and they were absolutely fabulous at helping me resolve the issue - and I think I was maybe a midtier elite at the time.
It's really hard to image myself in the OP's position - and I am really unimpressed with Marriott's lack of response. I would've hoped that they would've been more proactive with their response. Phone calls are very easy to make - and when a phone call is requested I think a call back is in order. Also, the fact that the credits have not posted would've really put me over the edge.... And lets not even get started on the forgery bit.....
Last edited by ChiTownClaire; Nov 25, 2009 at 1:01 am Reason: Poor grammar (its late!)
Nov 25, 2009 | 5:48 am
#146
A FlyerTalk Posting Legend
Join Date: May 2002
Location: YEG
Programs: HH Silver
Posts: 57,031
I think you have done as much as you could and probably way more than most people would have done. It is clear that you are not going to leave this incident feeling well treated. That is a shame.
At this point, I think you need to stop wasting your valuable time on people who won't take responsbility for their actions (or their agents' actions). You have at least four choices:
1. Suck it up and continue staying at Marriott's;
2. Stay at your favorite Marriott's but move the rest of your business elsewhere;
3. Letting them know that you will be withholding $X thousands of dollars of business before you will return to any Marriott property; or
4. Write off Marriott entirely as a matter of principle and letting them know that you will be doing so (but you really need to stick to this).
I like Option 3. I've done this once in the past where I was out $X due to something that a vendor (to whom I was quite loyal) should have corrected and was having difficulty stepping up to do the right thing. I estimated the margin that the vendor got (very low in their industry) and told him that unless they refunded $X, I'd be shifting all business to their competitor until I'd supplied at least twice that margin $ to their competitor. Then I'd reconsider which vendor to use. $X was not big but at 2% or 5% margin (or something like that) the revenue loss was meaningful. I got an immediate email back saying that they'd credit $X to my account.
But, whatever you choose, it is time to let the thing go emotionally.
At this point, I think you need to stop wasting your valuable time on people who won't take responsbility for their actions (or their agents' actions). You have at least four choices:
1. Suck it up and continue staying at Marriott's;
2. Stay at your favorite Marriott's but move the rest of your business elsewhere;
3. Letting them know that you will be withholding $X thousands of dollars of business before you will return to any Marriott property; or
4. Write off Marriott entirely as a matter of principle and letting them know that you will be doing so (but you really need to stick to this).
I like Option 3. I've done this once in the past where I was out $X due to something that a vendor (to whom I was quite loyal) should have corrected and was having difficulty stepping up to do the right thing. I estimated the margin that the vendor got (very low in their industry) and told him that unless they refunded $X, I'd be shifting all business to their competitor until I'd supplied at least twice that margin $ to their competitor. Then I'd reconsider which vendor to use. $X was not big but at 2% or 5% margin (or something like that) the revenue loss was meaningful. I got an immediate email back saying that they'd credit $X to my account.
But, whatever you choose, it is time to let the thing go emotionally.
BTW I'm not suggesting there aren't times when you have to fight the good fight just that there are also times when it's wise IMHO to call a ceasefire.
Nov 26, 2009 | 11:50 am
#147
Join Date: Jun 2007
Location: YVR SFO
Programs: UA G
Posts: 4,868
That said, my family has lost 1 legitimate AMEX dispute (overcharging on a cruise ship) and 0 Chase/Citi MC/VISA disputes.
Nov 27, 2009 | 11:55 am
#148
Join Date: Jun 2005
Location: In the gate area on a flight delay
Programs: UA Million Miler, Hyatt Platinum, Starwood Gold, Marriott Silver, Motel 6 Tin
Posts: 1,093
In 1978, I bought a new car from a manufacturer universally acclaimed for its quality and reliability.
The car was a lemon from the get go. Just about everything that could go wrong went wrong. Some months, the car spent more time at the dealer than it did in my garage.
At first, the manufacturer was very accommodating, but always with the caveat, "This issue isn't really covered under the warranty..."
At 25K miles (after fastidiously adhering to all maintenance requirements), the engine began to burn oil at an alarming rate. The manufacturer refused to do anything for me, suggesting the problem was the result of abuse on my part.
Shortly afterward, I got rid of that car. I moved on, so to speak. In the 28 years since, I have bought 20 new cars - none of them from that manufacturer.
The car was a lemon from the get go. Just about everything that could go wrong went wrong. Some months, the car spent more time at the dealer than it did in my garage.
At first, the manufacturer was very accommodating, but always with the caveat, "This issue isn't really covered under the warranty..."
At 25K miles (after fastidiously adhering to all maintenance requirements), the engine began to burn oil at an alarming rate. The manufacturer refused to do anything for me, suggesting the problem was the result of abuse on my part.
Shortly afterward, I got rid of that car. I moved on, so to speak. In the 28 years since, I have bought 20 new cars - none of them from that manufacturer.
Nov 27, 2009 | 12:06 pm
#149
Join Date: Nov 2008
Location: Los Angeles
Programs: AS MVP 100K, F9 dirt Hilton damond, Choice Gold, Former DL Plat, UA 1K
Posts: 369
Nov 27, 2009 | 1:28 pm
#150
Join Date: Jun 2005
Location: San Jose
Programs: UA 1K, Hilton HHonors Glod
Posts: 139
Overall a terrible story... Support OP.