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Complaint Process

Question asked by janellenadine on Apr 13, 2018
Latest reply on Apr 16, 2018 by communitymanagers

Hi everyone, this is my first post. I usually just read all of the comments. I had a serious issues at Springhill Suites in Jacksonville Florida. For example, the bed wasn’t even really made when I checked into my room. TV didn’t work at all the 3 days I was there until I could find another hotel. Staff was rude and not helpful. I emailed Marriott and it took 3 days to get a canned response. And of course, no hotel survey. What is a good process for reporting issues?  I’m a Platinum rewards member and I go out of my way to stay within the Marriott Brand Hotels. About a month ago I stayed at a Hilton hotel and had a small issue (the dishes we dirty in the kichenette cabine) and I received a response within 2 hours and 30,000 points for the hassle.  Why is it taking so long to even get a personal email simply saying they are sorry and will look into it? What is the escalation process?

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