Residency Inn at Los Altos, CA not maintaining the Marriott Standards

Discussion created by amitsingh on Oct 10, 2013
Latest reply on Oct 22, 2013 by dmethvin

I have stayed at this property for about 5 times and feel sorry to say that they are not maintaining their standards any more.

the last stay was from 08/26 till 09/07, and i also booked another room during this period (reimbursing my Marriott points) for a friend of mine who came to see me from Canada. I was amazed to see that my Marriott account was updated with that 1 night stay but they never updated my account or credited the larger / paid stay with the points. Neither did they email me the invoice, which was clearly mentioned in the booking form and they had agreed to it. Marriott Customer support wanted a copy of bill so I called the hotel frontdesk for the same and was surprised to know that they dont have a record of my stay. After providing some more details, they were able to find a booking in my name but told me that i never checked out or informed them (though I did handover one key at the reception at the time of checkout) so my reservation was extended all the way till 09/14. When I insisted that i did hand over the key and asked to recheck, the lady at frontdesk realized that i was correct and told me the correct checkout date (surprising... their records get updated as soon as you tell them over the phone). I asked for a copy of the bill, which she told me that she will email me right away but that email also never reached my inbox. Fortunately, i was able to locate a copy of the original paper bill which was dropped at my room on the day of checkout, so scanned it and send to the Marriott rewards team and they were kind enough to credit the points. However, I am surprised at the lethargic attitude of the staff at hotel. They never bother to send me a copy of the bill on email, dont have proper record of my stay, never updated my account with the stay and dont even send a copy of bill after request.

Doesnt look like i will prefer to go back to the same place again.