Problem at a Marriott – Warning Rant
Sep 29, 2009 | 10:41 am
#121
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,684
"Sir/Madam,
Thank you for your reply. I'm glad to see that, after months of dealing with you, you are finally taking my complaints seriously. Had you done so from the outset, we could have avoided the entire situation.
Your most recent letter is immature and vindictive, and I have decided that the most appropriate response would be to post it on as many travel websites as I can find. There are a number of fine hotels and resorts in Phuket, and I believe that it is my responsibility to help travelers make an informed decision about where they will stay.
I will be forwarding your letter to Mr. Marriott's office, as well as a thank you to the individual who finally cleared up the situation for me and made things right. Since you sent this letter to me, I trust that you will have no problem if I share it with the corporate office.
Best wishes,
emanon256"
Mike
Oct 13, 2009 | 6:35 am
#122
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
This issue just wont die!
I sent a response similar to mikeefs suggestion, but without the threat of posting, and copied the rep at Mr. Marriott's office, asking that this matter be closed. No response, good.
Last Wednesday, a charge shows up on my credit card from the hotel for $200, and over the weekend I get an envelope in the mail form the hotel with a copy of the slip I signed when I checked into the hotel, with the note saying that I authorize all room charges highlighted.
What the heck is wrong with this hotel!!!!
Last Wednesday, a charge shows up on my credit card from the hotel for $200, and over the weekend I get an envelope in the mail form the hotel with a copy of the slip I signed when I checked into the hotel, with the note saying that I authorize all room charges highlighted.
What the heck is wrong with this hotel!!!!
Oct 13, 2009 | 6:58 am
#123
Join Date: Dec 2006
Location: Jersey
Programs: UA 1K, Marriott Lifetime PLT
Posts: 1,158
I sent a response similar to mikeefs suggestion, but without the threat of posting, and copied the rep at Mr. Marriott's office, asking that this matter be closed. No response, good.
Last Wednesday, a charge shows up on my credit card from the hotel for $200, and over the weekend I get an envelope in the mail form the hotel with a copy of the slip I signed when I checked into the hotel, with the note saying that I authorize all room charges highlighted.
What the heck is wrong with this hotel!!!!
Last Wednesday, a charge shows up on my credit card from the hotel for $200, and over the weekend I get an envelope in the mail form the hotel with a copy of the slip I signed when I checked into the hotel, with the note saying that I authorize all room charges highlighted.
What the heck is wrong with this hotel!!!!
Oct 13, 2009 | 7:40 am
#124
Join Date: Jan 2005
Programs: UA GOLD MM,WN CP A+list, HH Gold,MR LT Titanium
Posts: 2,184
I sent a response similar to mikeefs suggestion, but without the threat of posting, and copied the rep at Mr. Marriott's office, asking that this matter be closed. No response, good.
Last Wednesday, a charge shows up on my credit card from the hotel for $200, and over the weekend I get an envelope in the mail form the hotel with a copy of the slip I signed when I checked into the hotel, with the note saying that I authorize all room charges highlighted.
What the heck is wrong with this hotel!!!!
Last Wednesday, a charge shows up on my credit card from the hotel for $200, and over the weekend I get an envelope in the mail form the hotel with a copy of the slip I signed when I checked into the hotel, with the note saying that I authorize all room charges highlighted.
What the heck is wrong with this hotel!!!!
This sounds like a nightmare-this property will be crossed off my list for sure.Thank you for exposing this.
Oct 15, 2009 | 8:26 am
#125
In memoriam
Join Date: Jan 2009
Location: MAN
Programs: Marriott Lifetime Titanium, IHG Spire, UA Silver, Dennis The Menace Fan Club
Posts: 1,457
Wow, a true horror story this one...
Definitely take it up with your CC, and clearly reapproach Mr Marriotts office. In the meantime I had decided to take my vacation in Phuket next year., at the JW... now I am seriously rethinking. Not so much what went wrong, but in accordance with other posters, how dreadful were your experiences to get it put right... only to find the Hotel now wants to continue the war with its guest!!
I neither have the time nor inclination for long battles, but when I get the bit between my teeth, then my view is "bring it on". However whilst many have posted about their positive experiences during the course of this thread, why set myself up for a long and bitter battle to acheive fairness if errors do occur? Marriott has many wonderful alternatives worldwide and in the current recession, no doubt other hotels will be happy to recieve my leisure business, and hopefully deal with me fairly if things go wrong, which in my experience is very rare (save problems with calculting the USD exchange rate for points... I do have to deal with that problem every 3 or 4 months, worthwhile though, just been credited 8000 points due to errors in calculations!).
I am afraid I have turned from a carefree teenager into a curmudgeonly company director, but Marriott copes well with my expectations, sometimes exceeding them (Marriott Cap d'Ail, Marriott Preston and Marriott Royal Bristol are especially good).
I run my own business in the UK and am not perfect, nor are my staff. When mistakes are made I frankly admit these to the customer, treat them fairly and reach a fair settlement, as a result all my customers are very loyal... Keeping their patronage is very important to my business. In all those cases where mistakes have been made and rectified, the customer has returned, after all, their experience shows that we can be trusted to do a good job and compensate properly if we foul up.
This hotels approach is wrong on so many different levels!!!
Definitely take it up with your CC, and clearly reapproach Mr Marriotts office. In the meantime I had decided to take my vacation in Phuket next year., at the JW... now I am seriously rethinking. Not so much what went wrong, but in accordance with other posters, how dreadful were your experiences to get it put right... only to find the Hotel now wants to continue the war with its guest!!
I neither have the time nor inclination for long battles, but when I get the bit between my teeth, then my view is "bring it on". However whilst many have posted about their positive experiences during the course of this thread, why set myself up for a long and bitter battle to acheive fairness if errors do occur? Marriott has many wonderful alternatives worldwide and in the current recession, no doubt other hotels will be happy to recieve my leisure business, and hopefully deal with me fairly if things go wrong, which in my experience is very rare (save problems with calculting the USD exchange rate for points... I do have to deal with that problem every 3 or 4 months, worthwhile though, just been credited 8000 points due to errors in calculations!).
I am afraid I have turned from a carefree teenager into a curmudgeonly company director, but Marriott copes well with my expectations, sometimes exceeding them (Marriott Cap d'Ail, Marriott Preston and Marriott Royal Bristol are especially good).
I run my own business in the UK and am not perfect, nor are my staff. When mistakes are made I frankly admit these to the customer, treat them fairly and reach a fair settlement, as a result all my customers are very loyal... Keeping their patronage is very important to my business. In all those cases where mistakes have been made and rectified, the customer has returned, after all, their experience shows that we can be trusted to do a good job and compensate properly if we foul up.
This hotels approach is wrong on so many different levels!!!
Oct 15, 2009 | 9:00 am
#126
Join Date: Mar 2007
Location: TSV, Australia
Programs: Hilton Honours Gold, AC 50k, Bonvoy Gold, Accor Plus Gold, IHG Platinum Amb.
Posts: 2,424
I sent a response similar to mikeefs suggestion, but without the threat of posting, and copied the rep at Mr. Marriott's office, asking that this matter be closed. No response, good.
Last Wednesday, a charge shows up on my credit card from the hotel for $200, and over the weekend I get an envelope in the mail form the hotel with a copy of the slip I signed when I checked into the hotel, with the note saying that I authorize all room charges highlighted.
What the heck is wrong with this hotel!!!!
Last Wednesday, a charge shows up on my credit card from the hotel for $200, and over the weekend I get an envelope in the mail form the hotel with a copy of the slip I signed when I checked into the hotel, with the note saying that I authorize all room charges highlighted.
What the heck is wrong with this hotel!!!!
Oct 15, 2009 | 9:49 am
#127
Join Date: Jun 2007
Location: FLL
Programs: Delta GM, (fmr US CP/PP/GP!), DL SkyClub, Marriott Lifetime Platinum, Avis Chairman's Club
Posts: 5,162
It has been my experience in Asia, as well as in eastern Europe and in the Caribbean, that when the hotel staff, of any hotels, not just Marriott, feel that they are right, they will not want to budge. I believe that the reason for this is that their home standard of living is so much less than what they are seeing in the hotels, that they believe that the guests are already getting so much, that giving more would just be allowing the guest to have something they are not entitled to.
My guess is that you will find that $200 may represent the true cost of points which were charged back to the hotel after the problem was supposedly resolved to Emanon's satisfaction (with a bit of an assist from me) over one month ago. If this is true, then Emanon should go back to the very same person in Mr. Marriott's office and ask her to intervene again, requesting that the charge be immediately reversed, a letter of apology be sent to you, and a further amount of points be deposited in your account for the additional totally unwarranted aggravation on an issue that you had reasonably thought to be closed out and resolved!
Emanon, send me a private message if you feel the need for further advice from me on this.
Andy
My guess is that you will find that $200 may represent the true cost of points which were charged back to the hotel after the problem was supposedly resolved to Emanon's satisfaction (with a bit of an assist from me) over one month ago. If this is true, then Emanon should go back to the very same person in Mr. Marriott's office and ask her to intervene again, requesting that the charge be immediately reversed, a letter of apology be sent to you, and a further amount of points be deposited in your account for the additional totally unwarranted aggravation on an issue that you had reasonably thought to be closed out and resolved!
Emanon, send me a private message if you feel the need for further advice from me on this.
Andy
Oct 15, 2009 | 2:45 pm
#128
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
I think USIrritated is correct on all accounts. I completely agree with everything he said.
So here is what has happened so far:
Last week after getting the charge and letter over the weekend, I e-mailed the contact at Mr. Marriott's office, with a screen shot of the charge and all related detail, she e-mails back first thing Monday AM saying she will take care of it ASAP.
13-Oct, Tuesday, I get an e-mail from the hotel office manager stating they would like me to send them my entire credit card statement. I get angry and post my post to Flyer Talk. Then I forward it to the contact at Mr. Marriott's office, and tell her I do not feel comfortable giving them this, and I would like her to take care of it. That I will provide anything reasonable to help.
She calls me back, and says she will contact the manager personally as soon as he gets in and take care of it.
15-Oct, this afternoon, I get a call from Chase, they got a letter from the hotel about my original dispute (Back after it was suggested here, I itemized the meals and sent copies in with a copy of the e-mail stating I would get 20% off, and Chase credited back $68.56). They say that the letter from the hotel said that I am not entitled to the 20% discount, and that they are disputing my dispute, and they included the slip that has my signature and says that I authorize any and all charges, as well as my meal receipts signed (When I asked about the discount at the restaurants, I was told it would be applied at checkout). So Chase said they have to re-charge the $68.58 back to me. I asked about the current charge for $200. They said its probably going to be the same case, and that Hotel disputes are very hard to prove.
I e-mail the contact at Mr. Marriott's office again, and explain what happened. She called me immediately and said that when she contacted the manager Tuesday night, he told her it was an accident, they meant to credit me $200 and accidentally charged me $200 instead. (I have no clue why they would credit me $200, she didn't either).
She said she will contact him again ASAP when he comes in tonight, and make sure it is resolved once and for all. That she will make them credit back the $200, as well as the $68.58 making me even. No mention of more points, but I didn't ask for any. I just want this to be done.
Thanks for listening.
So here is what has happened so far:
Last week after getting the charge and letter over the weekend, I e-mailed the contact at Mr. Marriott's office, with a screen shot of the charge and all related detail, she e-mails back first thing Monday AM saying she will take care of it ASAP.
13-Oct, Tuesday, I get an e-mail from the hotel office manager stating they would like me to send them my entire credit card statement. I get angry and post my post to Flyer Talk. Then I forward it to the contact at Mr. Marriott's office, and tell her I do not feel comfortable giving them this, and I would like her to take care of it. That I will provide anything reasonable to help.
She calls me back, and says she will contact the manager personally as soon as he gets in and take care of it.
15-Oct, this afternoon, I get a call from Chase, they got a letter from the hotel about my original dispute (Back after it was suggested here, I itemized the meals and sent copies in with a copy of the e-mail stating I would get 20% off, and Chase credited back $68.56). They say that the letter from the hotel said that I am not entitled to the 20% discount, and that they are disputing my dispute, and they included the slip that has my signature and says that I authorize any and all charges, as well as my meal receipts signed (When I asked about the discount at the restaurants, I was told it would be applied at checkout). So Chase said they have to re-charge the $68.58 back to me. I asked about the current charge for $200. They said its probably going to be the same case, and that Hotel disputes are very hard to prove.
I e-mail the contact at Mr. Marriott's office again, and explain what happened. She called me immediately and said that when she contacted the manager Tuesday night, he told her it was an accident, they meant to credit me $200 and accidentally charged me $200 instead. (I have no clue why they would credit me $200, she didn't either).
She said she will contact him again ASAP when he comes in tonight, and make sure it is resolved once and for all. That she will make them credit back the $200, as well as the $68.58 making me even. No mention of more points, but I didn't ask for any. I just want this to be done.
Thanks for listening.
Oct 15, 2009 | 3:13 pm
#129
FlyerTalk Evangelist
Join Date: Jun 2008
Programs: Lifetime Hilton Diamond, Lifetime Marriott Titanium, "Lifetime" DL DM (subject to DL CEO whims)
Posts: 12,799
Emanon,
It sounds like you will get financially whole in the end.
Hopefully, in addition, your persistence in seeking an equitable solution to this matter will prompt Marriott to look closely at customer service at this property and implement some improvements that limit the likelihood of others going through a similar experience in the future.
One can hope...
It sounds like you will get financially whole in the end.
Hopefully, in addition, your persistence in seeking an equitable solution to this matter will prompt Marriott to look closely at customer service at this property and implement some improvements that limit the likelihood of others going through a similar experience in the future.
One can hope...
Oct 15, 2009 | 7:23 pm
#130
Join Date: Jul 2003
Location: Twin Cities, MN - MR-Gold, HH-Silver, PC-Gold
Posts: 97
This is an amazing thread ... one thing I'd add:
Time to get a new credit card company...
15-Oct, this afternoon, I get a call from Chase, they got a letter from the hotel about my original dispute (Back after it was suggested here, I itemized the meals and sent copies in with a copy of the e-mail stating I would get 20% off, and Chase credited back $68.56). They say that the letter from the hotel said that I am not entitled to the 20% discount, and that they are disputing my dispute, and they included the slip that has my signature and says that I authorize any and all charges, as well as my meal receipts signed (When I asked about the discount at the restaurants, I was told it would be applied at checkout). So Chase said they have to re-charge the $68.58 back to me. I asked about the current charge for $200. They said its probably going to be the same case, and that Hotel disputes are very hard to prove.
Oct 15, 2009 | 7:37 pm
#131
Join Date: Jun 2001
Location: NJ,US
Programs: Lifetime United Gold and 1K, Marriott Ambassador, Lifetime Marriott and SPG Platinum , AA, Hilton
Posts: 379
In all actuality you sound a little like a weenie. If I had been slighted, and you are SURE that you have been slighted(although you don't sound completely believable), I would not hesitate in asking for EVERYTHING back, money, points AND bonus points for the inconvenience. How do they replace the time that you lost and the uncomfortable, stressful situation that they put you in? I personally have found that all foreign properties treat me better than properties in the US, although the US treatment isn't bad, and when you are handling yourself professionally and respectfully you get what you want, normally. If that doesn't work just keep going up the chain until you get satisfaction.
Oct 17, 2009 | 11:51 pm
#132
Join Date: Mar 2009
Location: London UK
Programs: BA Gold/Marriott Titanium Lifetime/UA/JetBlue
Posts: 628
I have stayed at the JW and Phuket Beach Club 9 times in the past few years, which included a group of 23 (and the Royal Suite) for my 50th birthday celebration.
I read this epic thread with interest and sympathy, but the posters who say they are considering not staying at these properties because of this ONE guests complaint (however serious the guest thinks it is!) should think again. You will bne missing out on one of the best Marriotts in the World.
I have had nothing but superb customer service at these properties, and that is right from Housekeeping up to General Manager and Food and Bev Managers. The location is second to none, the facilities are wonderful, and well maintained, and the staff without exception (as far as I am concerned) are wonderful.
Only once have I ever had a small issue at the Hotel, I contacted the front desk and it was dealt with straight away, and with charm.
I will be continuing to visit on a regular basis
I read this epic thread with interest and sympathy, but the posters who say they are considering not staying at these properties because of this ONE guests complaint (however serious the guest thinks it is!) should think again. You will bne missing out on one of the best Marriotts in the World.
I have had nothing but superb customer service at these properties, and that is right from Housekeeping up to General Manager and Food and Bev Managers. The location is second to none, the facilities are wonderful, and well maintained, and the staff without exception (as far as I am concerned) are wonderful.
Only once have I ever had a small issue at the Hotel, I contacted the front desk and it was dealt with straight away, and with charm.
I will be continuing to visit on a regular basis
Last edited by markzz2; Oct 18, 2009 at 12:04 am Reason: update
Oct 18, 2009 | 12:44 am
#133
Join Date: Jun 2007
Location: FLL
Programs: Delta GM, (fmr US CP/PP/GP!), DL SkyClub, Marriott Lifetime Platinum, Avis Chairman's Club
Posts: 5,162
In all actuality you sound a little like a weenie. If I had been slighted, and you are SURE that you have been slighted(although you don't sound completely believable), I would not hesitate in asking for EVERYTHING back, money, points AND bonus points for the inconvenience. How do they replace the time that you lost and the uncomfortable, stressful situation that they put you in? I personally have found that all foreign properties treat me better than properties in the US, although the US treatment isn't bad, and when you are handling yourself professionally and respectfully you get what you want, normally. If that doesn't work just keep going up the chain until you get satisfaction.
PS. A word of warning to everyone, in pursuing compensation in the future, the value of Marriott Rewards points have become SERIOUSLY DILUTED, since there is no longer any REAL discount offered for longer stays. For example, it used to be that there were 7 hotel classes, and a one day stay at a class 7 (not exact) might be 35,000, two days 65,000, three days 90,000, four days 110,000, five days 125,000, six days 135,000, and one week 140,000. Now there are 8 hotel classes, and all days are the same cost, so a class 7 hotel would now be one day 35,000, two days 70,000, three days 105,000, four days 140,000, fifth day free, six days 175,000, seven days 210,000. So, an offer of compensation of 25,000 points does not go nearly as far as it used to, for whatever it's worth. For any problems serious enough to necessitate a call to Mr. Marriott's Office from now on, I would be asking for a minimum of 50,000 points, and when there are minor problems when hotels just offer 5,000 points, just to try and make a problem go away, such as HSIA not working for many hours, or housekeeping not servicing your room, 5,000 points is meaningless, up it to 10,000 or 15,000, and tell them why. Just a word to the wise....
Oct 18, 2009 | 1:04 am
#134
Join Date: Jun 2007
Location: FLL
Programs: Delta GM, (fmr US CP/PP/GP!), DL SkyClub, Marriott Lifetime Platinum, Avis Chairman's Club
Posts: 5,162
I have disputed charges with Chase, Bank of America, Citibank, GE (Monogram), Capitol One (got rid of them years ago!), and Discover, and they all such on both credit card security and on disputes. They do not really want to adjudicate disputes fairly, they just want to get it over with as soon as they can, and they will default in favor of the merchant whenever they possibly can. By and large, they all stink!
Last edited by USirritated; Oct 18, 2009 at 1:09 am Reason: hit send by mistake before typing
Oct 18, 2009 | 1:38 am
#135
Suspended
Join Date: Sep 2004
Location: USA
Programs: UA/CO(1K-PLT), AA(PLT), QR, EK, Marriott(PLT), Hilton(DMND)
Posts: 9,538
Wow! This is truly outrageous.
I somehow missed this thread and have just read through all of it for the first time. Personally, I'd like to get my hands on the manager of the hotel and punch his lights out. The folks at MR, the spa and Chase should be in line for a good bollocking too.
I somehow missed this thread and have just read through all of it for the first time. Personally, I'd like to get my hands on the manager of the hotel and punch his lights out. The folks at MR, the spa and Chase should be in line for a good bollocking too.