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Room type

Question asked by tim01411 on Jun 14, 2018
Latest reply on Jun 15, 2018 by tim01411

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I am currently a Gold member and booked “1 king, sofa bed, whirlpool” at a Courtyard. Upon arrival I was given a room that appeared to meet that description. Come to find out, the whirlpool does not work, the front desk knew it didn’t work (but didn’t tell me until I called down), and said they had no working ones currently available. Their take is that they only have to match the bed type.

Am I supposed to receive compensation for this? I specifically booked this room as a way to unwind after a long week. I’ll ask a manager in the morning before check out and hope they see it differently.

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ks83 Jun 15, 2018 9:58 AM
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Unfortunately as per T&C they are correct - they only have to match the bed type for elites.

But yoy can still ask for compensation as you technically did not get the room type you booked.
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- nipper @ ks83 on Jun 15, 2018 10:25 AM
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  Compensation will be likely if there was a difference in price for a normal room and the one with the whirlpool.
  
  Even if not, providing a room with non-working amenities should (IMHO) warrant compensation.
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martinr Jun 15, 2018 2:02 PM
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I’ll ask a manager in the morning before check out and hope they see it differently.
Yes, do this before you check out, otherwise it's unlikely you would ever see any comp of any kind.
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tuneman Jun 15, 2018 2:18 PM
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You said, "The front desk knew it didn't work, but didn't tell me until I called down"
If this is true, personally, if I were the manager, I'd do everything in my power to make this stay wonderful for you.

There are many things members feel they're entitled to, but usually are just courtesies. (early check-in, upgraded suite, etc.), and we should appreciate those little extras when they are available, as they are not guaranteed.

However, when you book a specific room with a specific amentity (I did that once, so my kids could have a blast in the "bubbly indoor pool"), you should expect that the amenity work. In fact, if a hotel knew that it didn't work, if I were them, I'd fix it ASAP.

Bottom line: Talk to a manager. I believe, at the very least, points are in order for not fulfilling a promise.
If you don't get an answer that's fair, call HIS/HER boss, until you do.
And, no, I wouldn't wait until the end of the trip......do it now.
Use your nice words, of course.....but do it immediately.
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- tim01411 @ tuneman on Jun 16, 2018 8:50 AM
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  I spoke with the front desk this morning. One appeared to be at least a shift manager.
  
  Apparently they are due for remodel in November, so they aren’t fixing them; instead they will be replacing them with showers. That still doesn’t explain why they don’t just change the rooms that don’t work over to standard kings. If the whirlpool doesn’t work, then it’s just an oversized tub and shouldn’t be listed as one of the features.
  
  Anyway, back to the results. The gentleman last night discounted the room some for my first night. I left the key cards with the front desk when I left this morning and had everything packed. When I returned later they had changed me to a working room and moved my suitcase (with my earlier permission). There was also an apology card and a gift bag in the room.
  
  I‘m satisfied with the end result, as they did resolve the problem for the second night and made an effort to make up for the first.
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