Problem at a Marriott – Warning Rant
Jul 9, 2009 | 12:21 am
#46
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Location: YEG
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I'm still getting over the length of the massage, 90 minutes, as much as the indifferent customer service. Wow!
Jul 9, 2009 | 1:26 pm
#47
Join Date: Mar 2009
Location: Texas
Programs: AA PLT, AA 1MM, Marriott GLD
Posts: 473
This is simply unbelievable. I mean really, I'm speechless.
Jul 9, 2009 | 6:44 pm
#48
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Jul 9, 2009 | 8:33 pm
#49
Join Date: May 2009
Location: PA, USA
Programs: Marriott PP, Hilton Diamond, UA Plat, AA Gold
Posts: 10
Wow!
Wow! I'm sorry to hear that you had problems with the JW HKT. I have stayed there often and anytime I had an issue it was quickly addressed to my satisfaction. As for the cleanliness problem, you must have had the only housekeeper having a bad time. My room was always spotless and cleaned twice a day. On the one occasion when there was a housekeeping problem, it was quickly addressed, and then I was upgraded to a suite. My last stay however, I did, as well, experience a problem with the spa. The facial I received left my face with a low grade chemical burn/redness/irritation due to an expired product being used. The spa Mgr. could not have been more apologetic, as was the guest relations Mgr. - Kate. They continued following up with me after I had checked out. I did miss a day in the sun (the only full sunny day during the week) however. Anytime I have ever seen/heard of anyone having an issue with the property, Kate has always handled the problem satisfactorily. Did you follow up with her? I think the entire policy of automatically siding with the hotel is abysmal. I had no idea. Definitely has changed my way of thinking about the Marriott brand.
Jul 10, 2009 | 8:09 am
#50
Join Date: Dec 2003
Location: Pasadena,Ca.,US.
Programs: AA, Delta, United, SPG plat, Hyatt dia
Posts: 7,140
Whoever sent that communication and the suit that pulled that policyspeak from his keester should be fired.
Jul 13, 2009 | 6:51 am
#51
Join Date: Jan 2003
Location: Dallas, TX, USA
Posts: 651
Having previously stayed at this hotel I can believe the response from the hotel.
I didn't have issues with the room, it was very nice and housekeeping did a pretty good job during the week I was there.
But my girlfriend went to the spa.....once.....which for her is a world record....it was cold and she asked them to turn off the air-conditioning....they didn't....she asked again....they didn't....didn't ask a third time. And her "package" was supposed to be a 3 or 4 hour affair (sorry I can't remember what package she chose) and it too ended about 45 minutes early. But they didn't bother with any explanation. Her treatment was also during the last slot allocated for her package (it started around 5 pm I think).
The front desk here was entirely unhelpful. I had a package delivered that I didn't get until 4 days after I left the hotel as somehow the business center couldn't communicate that I had a package - naturally I had to pay 1000 baht to have the package delivered by taxi at my next hotel (which was luckily in Phuket).
The grounds of the hotel are nice - the vacation club rooms themselves are very nice (though they could use a stove). The pools are plentiful but would be nicer if they were built a little bit more for swimming as opposed to looking nice. The kids club is also nice and well run. But the service overall was barely adequate and a few times very unfriendly. I know lots of people rate this hotel, perhaps if you stay at the hotel instead of the vacation club its different but I personally don't rate this property as anything other than ok. And the new place next door is downright dreadful, but thats another story.
I didn't have issues with the room, it was very nice and housekeeping did a pretty good job during the week I was there.
But my girlfriend went to the spa.....once.....which for her is a world record....it was cold and she asked them to turn off the air-conditioning....they didn't....she asked again....they didn't....didn't ask a third time. And her "package" was supposed to be a 3 or 4 hour affair (sorry I can't remember what package she chose) and it too ended about 45 minutes early. But they didn't bother with any explanation. Her treatment was also during the last slot allocated for her package (it started around 5 pm I think).
The front desk here was entirely unhelpful. I had a package delivered that I didn't get until 4 days after I left the hotel as somehow the business center couldn't communicate that I had a package - naturally I had to pay 1000 baht to have the package delivered by taxi at my next hotel (which was luckily in Phuket).
The grounds of the hotel are nice - the vacation club rooms themselves are very nice (though they could use a stove). The pools are plentiful but would be nicer if they were built a little bit more for swimming as opposed to looking nice. The kids club is also nice and well run. But the service overall was barely adequate and a few times very unfriendly. I know lots of people rate this hotel, perhaps if you stay at the hotel instead of the vacation club its different but I personally don't rate this property as anything other than ok. And the new place next door is downright dreadful, but thats another story.
Jul 13, 2009 | 9:33 am
#52
Join Date: Sep 2003
Location: dfw
Programs: AA EXP/MM, HGP ♦; former elite in Hilton, Marriott & DL (just under MM thanks to Leo)
Posts: 415
I have now canceled my reservation at the Renaissance Times Square 3 weeks in a row. This lost them about $4,000 in income.
I really do like Marriott, and I do think this was an isolated incident. I also feel badly as all of the employees at the Renaissance are so nice and I have been there pretty much every week since they renovated it.
But I also do not want to give another $ to this company if this is how they handle problems. I plan to use up my points and keep booking with other hotel until I get a fair reply, or I will simply use up my points, and never stay at another Marriott afterwords.
I really do like Marriott, and I do think this was an isolated incident. I also feel badly as all of the employees at the Renaissance are so nice and I have been there pretty much every week since they renovated it.
But I also do not want to give another $ to this company if this is how they handle problems. I plan to use up my points and keep booking with other hotel until I get a fair reply, or I will simply use up my points, and never stay at another Marriott afterwords.
I'm guessing that GM will care a lot more than anyone else you have met along the way. You may get your first meaningful apology and who knows what else. And if you do leave Marriott, at least those employees you feel bad about would know why they lost your patronage (not their fault). On the plus side, it would most likely strengthen your relationship with your "home away from home" if that GM finds a way to make you feel whole. I can't remember the specifics, but I know I have had a conversation with a GM where something was stated like "Yes, its obviously not my hotel's problem, but I was I wish I had known what you were going through".
Jul 13, 2009 | 1:32 pm
#53
Join Date: Nov 2006
Programs: Hilton HHonors, Marriott Bonvoy, IHG, Delta SkyMiles
Posts: 221
I think if I was in this situation I would CC: the GM at the Times Square property. I would start with a thank you regarding the great care his people have provided and explain why you just canceled 3+ weeks of stays. With all the spending at that specific location, making them aware of the dispute may be another lever if corporate refuses to wield the big stick against the Phuket location.
I'm guessing that GM will care a lot more than anyone else you have met along the way. You may get your first meaningful apology and who knows what else. And if you do leave Marriott, at least those employees you feel bad about would know why they lost your patronage (not their fault). On the plus side, it would most likely strengthen your relationship with your "home away from home" if that GM finds a way to make you feel whole. I can't remember the specifics, but I know I have had a conversation with a GM where something was stated like "Yes, its obviously not my hotel's problem, but I was I wish I had known what you were going through".
I'm guessing that GM will care a lot more than anyone else you have met along the way. You may get your first meaningful apology and who knows what else. And if you do leave Marriott, at least those employees you feel bad about would know why they lost your patronage (not their fault). On the plus side, it would most likely strengthen your relationship with your "home away from home" if that GM finds a way to make you feel whole. I can't remember the specifics, but I know I have had a conversation with a GM where something was stated like "Yes, its obviously not my hotel's problem, but I was I wish I had known what you were going through".
+1. At this point, $$$$$ are the only things that will get people's attention. Thank them for their "efforts", and explain to them how their efforts have been successful in gaining new business for the competing chain(s). If you have already completed a stay, thank them for opening your eyes to the wonderful world of (insert competing chain name here). Given that they do not go against their hotels, and the hotel has already shown its "quality", they have made the decision easy for you.
You can select your wording, as I am no doubt approaching snarky, but if you really want to get smart, you can ask them if the GM of the hotel that is now getting your business can have their address to which they can send a thank you gift for directing all this new business their way.
On the assumption that you don't have a history of demanding compensation/being high maintenance, they've frankly shown you how much your 200 nights means to them, so I can rationalize in my mind a bit of les than formal communication. But that's me....
Jul 14, 2009 | 7:18 am
#54
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 - but not from Marriott
Still no word from Marriott or the hotel since the phone call. No response form the Marriott Concierge on here either.
Kate was the one who replied to my first e-mail that got forwarded to the hotel. She apologized and said that she will work with the staff to make sure this doesn't happen in the future. She said that she is sorry the spa appointment was cut short and that it will not happen next time and that she will make sure the concierge is informed in the future that platinum guests do not receive discounts. She than said she is sorry to learn that I left early and offered me 25,000 points as a consolation and said she hopes I return. Her tone was apologetic, but she still didn't really offer to compensate for what I was out.
The next reply came from someone names Wasana who said she was Kate's supervisor. She said:
I found the middle paragraph to be a little rude.
I am not there again this week, but I am going to go there next week and talk to the manager. he has always been nice. You are right, he needs to know why I mysteriously stopped staying. And they have done nothing wrong at that hotel.
I would love to have the Crown Plaza write a letter to Marriott, This cracks me up. Unfortunately, I am just not that vindictive, but I enjoy thinking about it. Sadly, I think it would fall on deaf ears.
This is the first time ever I have demanded compensation from Marriott. And my first real complaint of this kind. I have had what I would consider normal complaints like a room smells like smoke, and the hotel moved me. Or one time they forgot to put shampoo in, I called, and they brought it up. But I have never had to complain to a manager, let alone to Marriott afterwords in my life.
The next reply came from someone names Wasana who said she was Kate's supervisor. She said:
Thank you for your reply to our Marriott Customer Care Center.
I trust you accept that there will be some conditions are applied for discount in Food & Beverage and the Cooking School as our Guest Relations Manager has explained to you on the previous e-mail.
Mr Emanon, we genuinely appreciate your candid feedback and continuous support to Marriott.
I trust you accept that there will be some conditions are applied for discount in Food & Beverage and the Cooking School as our Guest Relations Manager has explained to you on the previous e-mail.
Mr Emanon, we genuinely appreciate your candid feedback and continuous support to Marriott.
I found the middle paragraph to be a little rude.
I think if I was in this situation I would CC: the GM at the Times Square property. I would start with a thank you regarding the great care his people have provided and explain why you just canceled 3+ weeks of stays. With all the spending at that specific location, making them aware of the dispute may be another lever if corporate refuses to wield the big stick against the Phuket location.
If you really want to get smart, you can ask them if the GM of the hotel that is now getting your business can have their address to which they can send a thank you gift for directing all this new business their way.
On the assumption that you don't have a history of demanding compensation/being high maintenance, they've frankly shown you how much your 200 nights means to them, so I can rationalize in my mind a bit of les than formal communication. But that's me....
On the assumption that you don't have a history of demanding compensation/being high maintenance, they've frankly shown you how much your 200 nights means to them, so I can rationalize in my mind a bit of les than formal communication. But that's me....
This is the first time ever I have demanded compensation from Marriott. And my first real complaint of this kind. I have had what I would consider normal complaints like a room smells like smoke, and the hotel moved me. Or one time they forgot to put shampoo in, I called, and they brought it up. But I have never had to complain to a manager, let alone to Marriott afterwords in my life.
Jul 21, 2009 | 10:14 am
#55
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
The Reply
After a month, I finally got a reply. This if from the GM of the hotel and copying Mr. Marriott. Sadly, it doesn't really say anything:
This kind of bothers me as I made it clear it was no acceptable. And it doesn't address anything. They did cut and paste the e-mail where they said they will offer 25,000 points, but thats all.
Also, I have not heard back form the Marriott Concierge on this board at all. She asked for my info when I first posted this. 2 weeks ago I asked for an update and got no reply.
I am staying at the Renaissance again in NY this week and contacted to Manager to arrange to meet and discuss his thoughts. Ill post what he things after we talk. I am just shocked and appalled at the Hotels response or lack their of.
I sincerely regret the delay in responding to your inquiry to Marriott Headquarters regarding the above mentioned complaint sent by Mr Emanon.
Kindly reference below the actual correspondence sent to Mr Emanon from the hotel attempting to address his concerns and offer an appropriate resolution. According to the records of our Marriott Customer Experience Dept, this was apparently acceptable to Mr Emanon. We were subsequently advised by Marriott Customer Eeperience (sic) that the case was closed back on 7 July, 2010. Their email sent to the hotel is also referenced below.
Kindly reference below the actual correspondence sent to Mr Emanon from the hotel attempting to address his concerns and offer an appropriate resolution. According to the records of our Marriott Customer Experience Dept, this was apparently acceptable to Mr Emanon. We were subsequently advised by Marriott Customer Eeperience (sic) that the case was closed back on 7 July, 2010. Their email sent to the hotel is also referenced below.
This kind of bothers me as I made it clear it was no acceptable. And it doesn't address anything. They did cut and paste the e-mail where they said they will offer 25,000 points, but thats all.
Also, I have not heard back form the Marriott Concierge on this board at all. She asked for my info when I first posted this. 2 weeks ago I asked for an update and got no reply.
I am staying at the Renaissance again in NY this week and contacted to Manager to arrange to meet and discuss his thoughts. Ill post what he things after we talk. I am just shocked and appalled at the Hotels response or lack their of.
Jul 21, 2009 | 11:20 am
#56
Join Date: Oct 2006
Programs: AA EXP+2MM & WN CP
Posts: 197
After a month, I finally got a reply. This if from the GM of the hotel and copying Mr. Marriott. Sadly, it doesn't really say anything:
This kind of bothers me as I made it clear it was no acceptable. And it doesn't address anything. They did cut and paste the e-mail where they said they will offer 25,000 points, but thats all.
Also, I have not heard back form the Marriott Concierge on this board at all. She asked for my info when I first posted this. 2 weeks ago I asked for an update and got no reply.
I am staying at the Renaissance again in NY this week and contacted to Manager to arrange to meet and discuss his thoughts. Ill post what he things after we talk. I am just shocked and appalled at the Hotels response or lack their of.
I sincerely regret the delay in responding to your inquiry to Marriott Headquarters regarding the above mentioned complaint sent by Mr Emanon.
Kindly reference below the actual correspondence sent to Mr Emanon from the hotel attempting to address his concerns and offer an appropriate resolution. According to the records of our Marriott Customer Experience Dept, this was apparently acceptable to Mr Emanon. We were subsequently advised by Marriott Customer Eeperience (sic) that the case was closed back on 7 July, 2010. Their email sent to the hotel is also referenced below.
Kindly reference below the actual correspondence sent to Mr Emanon from the hotel attempting to address his concerns and offer an appropriate resolution. According to the records of our Marriott Customer Experience Dept, this was apparently acceptable to Mr Emanon. We were subsequently advised by Marriott Customer Eeperience (sic) that the case was closed back on 7 July, 2010. Their email sent to the hotel is also referenced below.
This kind of bothers me as I made it clear it was no acceptable. And it doesn't address anything. They did cut and paste the e-mail where they said they will offer 25,000 points, but thats all.
Also, I have not heard back form the Marriott Concierge on this board at all. She asked for my info when I first posted this. 2 weeks ago I asked for an update and got no reply.
I am staying at the Renaissance again in NY this week and contacted to Manager to arrange to meet and discuss his thoughts. Ill post what he things after we talk. I am just shocked and appalled at the Hotels response or lack their of.
Last edited by bdschobel; Jul 21, 2009 at 12:10 pm Reason: removed perceived personal attack
Jul 21, 2009 | 12:21 pm
#57
Join Date: Dec 2002
Location: The OC
Programs: AA EXP, HH Gold, Hyatt Gold, MR Plat, SPG Plat, PC Plat
Posts: 421
I'm very curious to see what happens here as I am making some hotel chain decisions now. I am top tier on three different chains and looking to consolidate into two. Marriott is currently on the bubble. Hearing stuff like this does not help the decision.
Yes, I know this is just one data point and there are several positive things also to consider, but I have to say this is not an example of good customer service.
Lastly, I really don't consider the OP to be pursuing a petty battle. I would be pretty unhappy about this also.
Yes, I know this is just one data point and there are several positive things also to consider, but I have to say this is not an example of good customer service.
Lastly, I really don't consider the OP to be pursuing a petty battle. I would be pretty unhappy about this also.
Jul 21, 2009 | 1:23 pm
#58
Join Date: Jul 2004
Location: Thailand
Programs: Marriott LT Titanium; IHG Diamond Ambassador
Posts: 1,150
Any Recent Stays at This Property
I have to wonder if the local Mgmt is just cutting back on service.
Is the breakfest buffet still "The best spread in all of Marriotts properties"
My wife and I stayed on points as a Platinum Premiere and the service was incredible.
We were given the top floor suite looking over the ocean, extra transportation to/from downtown, tickets to the fantasy show in town, bottles of wine, etc
This was my best vacation ever, period.
With the protests and ecconmic situation of late this property may have adjusted
I do however not understand why Marriott Corp would not throw the OP a bone or two. Bad form indeed.
Is the breakfest buffet still "The best spread in all of Marriotts properties"
My wife and I stayed on points as a Platinum Premiere and the service was incredible.
We were given the top floor suite looking over the ocean, extra transportation to/from downtown, tickets to the fantasy show in town, bottles of wine, etc
This was my best vacation ever, period.
With the protests and ecconmic situation of late this property may have adjusted
I do however not understand why Marriott Corp would not throw the OP a bone or two. Bad form indeed.
Jul 22, 2009 | 5:47 am
#59
Join Date: Dec 2003
Location: RDU
Programs: Delta PM/1MM, Hilton Diamond (for now), Bonvoy Titanium
Posts: 3,448
All it would take is for MR to give up 25 or even 50k? points. THAT IS NOTHING!
I mean SERIOUSLY - to make a long term customer happy - what is 50k points? It's water drops in the bottom of a 55 gallon drum. MR is missing the boat on this one and it sure makes me question my loyalty a little bit. I guarantee you SPG would have sliced off the points by now. I had a similar situation at one of their hotels last new years and they ultimatley went to bat for me.
I mean SERIOUSLY - to make a long term customer happy - what is 50k points? It's water drops in the bottom of a 55 gallon drum. MR is missing the boat on this one and it sure makes me question my loyalty a little bit. I guarantee you SPG would have sliced off the points by now. I had a similar situation at one of their hotels last new years and they ultimatley went to bat for me.
Jul 22, 2009 | 6:17 am
#60
Join Date: Oct 2006
Programs: AA EXP+2MM & WN CP
Posts: 197
All it would take is for MR to give up 25 or even 50k? points. THAT IS NOTHING!
I mean SERIOUSLY - to make a long term customer happy - what is 50k points? It's water drops in the bottom of a 55 gallon drum. MR is missing the boat on this one and it sure makes me question my loyalty a little bit. I guarantee you SPG would have sliced off the points by now. I had a similar situation at one of their hotels last new years and they ultimatley went to bat for me.
I mean SERIOUSLY - to make a long term customer happy - what is 50k points? It's water drops in the bottom of a 55 gallon drum. MR is missing the boat on this one and it sure makes me question my loyalty a little bit. I guarantee you SPG would have sliced off the points by now. I had a similar situation at one of their hotels last new years and they ultimatley went to bat for me.
So frankly I'm tired of this post reappearing because OP seems like he needs to post an update every other day!