How do I escalate a complaint on a specific property to Marriott Corporate?
How do you escalate beyond CS and the Hotel. Currently frustrated with Sugar Land Town Square Marriott. I have called 3 times, was basically called a liar by a member of the front desk staff, left 2 voicemails for 'supervisors' assuming that is to where I was transferred, been hung up on and opened 2 cases with customer service. Nothing.
Honestly the Sugar Land Marriott has been going downhill for the last year. We stay there when going to concerts at the Smart Financial Center and other than having the shuttle across the street I'd opt for another place to stay. Our last visit there was quite interesting as two Associated got into an argument right in front of us an others checking in and the one being the loudest was the Manger on duty. Not a good thing to do in my opinion so best of luck with your situation with them lwatley.
I recently stayed at the Renaissance in Boca Raton, for two nights. 730 am sunday morning the small enclosed courtyard of the hotel ( so happy I had a room that faced the pool, so I thought) was engulfed with the cacophony of leaf blowers. The echo reminded me of my time flying jets in the Navy...and when I went to sit by the pool, the blowers continued. Should be been issued hearing protection at check in. Three attendants watching it go down with no concern from the front desk. They had to yell to say good morning as I walked by... Any one know how to go about providing this to someone to get some points or something--- totally ruined the morning family reunion, planned for breakfast at the hotel....waiting to fill out the survey based on responses here, thanks!
My bride and I stayed at the St. Regis in Mauritius from May 30th till June 5th, for part of our honeymoon. We were both very excited for this trip and chose to stay at the St. Regis because of the reputation of this hotel but to our disappointment the hotel did not live up to the standards of a Marriott Bonvoy category 7 Hotel. From the day we arrived, we noticed that the service was sub-par. We have saved our points for a real long time and used 300,000 points for our honeymoon at the prestigious St. Regis! After ordering room service, we were told to leave the tray outside of the room for pick up. 12 hours later, the tray was not picked up yet and was attracting stray cats. We called room service MULTIPLE TIMES and it was finally picked up, however, a mess of food was left directly outside our front door. I do not understand why housekeeping or room service didn’t think that it was necessary to clean up the food that was on the floor and just take away the tray? The worst part of our stay was that there was mold on a picture and on the door in our bathroom (see photos attached) and I began feeling sick and broke out into rashes the day we arrived. We didn't see the mold until our 4th day. All the while I was taking medication for the rashes. I informed the front desk at 9:00 am that we wanted to switch our room due to the mold. We were left waiting for hours. They sent housekeeping to wipe the mold away and asked us if we can sleep in the room. I would expect that type of behavior at a Motel 6 or Comfort Inn, not from The St Regis! Of course, we were shocked that we were asked to stay in the room. When we told them that the room still smelled and we would not be able to sleep there. So, from the time we asked to switch our room 9:00 am till 4:30 PM we were left with no place to stay other than by the pool, even though it was raining. There was NEVER any apology for the whole situation. We were offered 1,000 points for the inconvenience of having to move, which was such an insult! We were eventually given massages. (Another insult) When we returned back to New York and told our family about our trip and all of our experiences, they were all shocked about what happened at the St. Regis! We definitely didn’t get what we paid for at a category 7 hotel! The name of the Hotel is the St. Regis, however, it definitely didn’t feel like it and was a waste of 300,000 points! I feel that we should be refunded the points that we wasted. Thank you, Nathan Horowitz
I have to give kudos to where they are deserved and after an earlier post regarding the Sugar Land Marriott I am going to do that very thing.
After a recent stay where we were given a huge upgraded room a few issues came up, none of which were all that bad on an individual basis yet putting them together I felt a need to let the GM know. The GM of the property had sent a welcoming email to me about two days prior to our stay so I had his email address. I wrote him a message explaining our issues and after about a week or so I got a reply from him telling me he had been on a family vacation out of contact with email/phone.
A few more messages back and forth when last week (three weeks after our stay) we talked on the phone. He was extremely apologetic and genuinely concerned with what I'd sent him. Along with the bad I also praised the Associates who were excellent which was also appreciated. All in all I feel the property is on the way back up to what we have experienced in our first four or five stays and look forward to our next stay when we attend an event in the Sugar Land, Texas area.
lwatley have you gotten resolution as yet? If not and you want I can give you the GM's name so you can call the hotel and speak with him personally. If so DM me and I will be happy to do so.
I can’t get anywhere with the staff at Murray KY Springhill Suites.
face to face
they em are so out of line and have the worst, by far customer service I have ever encountered at Marriott
Recently I was looking for a 3 nights hotel stay at Sherton Tower, Scotts road, Singapore.
It was really difficult to get information. And I got few surprises as well.
(1) We are family of 2 adults along with a 8yr old child and an infant. To my surprise hotel said there is no room to accommodate 4 members, wonder from when Marriott started counting infant as extra member ? When I checked in other hotels in Singapore they said just book with 2 adults. child below 12 yr and infant won't be counted as separate guest. Looks like either Sherton didn't want to give me room on points or Marriott has some different policy for stay. And what happened to guaranteed reservation policy ?
(2) Also, I got to know stay booked with points doesn't include breakfast. Which was never the case earlier whenever I used my points for stay. And there is no package that gives breakfast and stay. So we need to pay extra for it. But breakfast price is coming to over $100 for 2 person. Which is seriously overpriced. may be as a punishment of being gold member.
To me it looks like Marriott is trying to discourage people from points redemption. There were never such restrictions in past. not sure if it is after SPG merger. But experience has really been disappointing. If this is how its going to work then I would better donate my points and stay in some better hotel chain who are honest to their customers and really mean whatever they say.
ggupta9981 sorry to hear about your frustrations, but things have changed since the merger. The breakfast amenity is for Platinum and higher tier loyalty members. Gold tier loyalty members no longer receive the Breakfast amenity after the SPG and Marriott loyalty programs merged this year. Room and Bed Type Reservation Guarantee also changed to Platinum and higher tier members. Guarantee is for domestic properties only; otherwise it is just a "priority" not a guarantee. The Ultimate Reservation Guarantee is for all Loyalty Tiers, but that is only used when the hotel is unable to honor an existing reservation. The 48-Hour Guarantee is for Titanium and Higher Loyalty Members. Here's a link to the new Bonvoy Loyalty Benefits program tiers for your review: Membership Levels & Benefits | Elite Status | Marriott Bonvoy
Thank you @arizonatag , I appreciate your response.
You didn't comment on policy to count members per room. Are infants and children below 12 yrs considered as additional members, and priced like adults ?
Paying for breakfast is still ok. But do you think $103 for 2 adults per day is justified cost. (I am assuming children below 12 would be free un-like room tariff). ( ($44 per person + 17.7 % tax) => $103).
Now if you see tariff of same hotel without points:Standard rate $300 (without BF)
Pre-pay rate $255 (without BF)
Package rate $314 (with BF)
If you see between "package" and "pre-pay" only difference is of breakfast. if I take difference in amount between these two it comes down to $59 ($69 with 17.7% tax) which is much lesser than $103. So Why for members there is higher price for breakfast ? Isn't hotel trying to take advantage from members ?
And we all know, If I am paying money there is lot of scope of negotiation. But with points we will have to live with hotel's policy. Well, hotel can decide any cost but this doesn't look ethical.
Hi ggupta9981, it would appear the hotel (not Marriott) sets a limit of 2 persons per room, regardless of age. As you point out, the value of the breakfast package is in the eye of the beholder. I'm sorry, but in my opinion, apply a Pre-Pay Rate comparison to the Package Rate for breakfast is not a valid arguement because is pre-supposes conveniences or needs only a guest can weigh based upon their unique circumstances. For example, business travelers may need a hotel rate without breakfast to keep travel receipt charges separated so the package rate would not be helpful to them even though they may still eat breakfast in the hotel. In another case, a traveler might decide to pay for a room with Lounge Access and therefore not need the Breakfast Package rate. In another example, a traveler may already know that the cost of breakfast in the hotel is lower then any of the rates you tried to compare. The rates and packages exist for many reasons, exclusions, etc. So I won't try to pre-suppose their value. Have you tried calling Marriott reservations for assistance. They may have some additional rate information to help you or can contact the hotel to discuss your situation for assistance.
Would you please reach out to me via a direct message as well? I have a problem I would like to get solved and feel like it was poorly handled by a a group called "Guest Experience Assistance Team."
With my experience and my husband's more extensive experience as a Marriott guest, we are very disappointed for the first time with Marriott's handling of an issue. We have had very few issues over the years but this one feels so unfair we, for the first time ever, may consider moving our loyalty elsewhere.
Please reach out to me and let me know how to escalate my concerns beyond the Guest Experience Assistance Team or let me know if you have the authority to help.
This original thread is from 3 years ago so I'm linking your request for a direct message to our communitymanagers for assistance. Cheers!
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