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New bride and groom dissed

Question asked by riley10 on Oct 12, 2018
Latest reply on Oct 13, 2018 by placestoseeandgo

What's the best route to getting help to resolve an issue. A large number of guests for my daughter's wedding stayed at a Marriott, and we had a brunch there the next day. I had reserved a room for my daughter and her new husband for their wedding night - months before. I reserved a King and told the Event Specialist who the room was for - and asked if there was anything special the hotel could do for them. She assured me that they would. I also told multiple people at the front desk to make sure that things went smoothly.

Instead, they ended up in a double room - with absolutely nothing special or extra provided. When I found out the next daym I went to the front desk and I got an apology - and that was it. When I didn't just walk away, $100 was taken off the room rate - but then I discovered that they were still charging for the more expensive King room. I was able to get that changed.

I reached out to the event specialist who told me that they could arrange for my daughter to get points for a night's stay at a Marriott property - it was at least something. But guess what - nothing has happened - and now I discover the event specialist is away until the middle of next week - she left without any further contact, or at least the courtesy of letting me know she would be away.

Where do I go to get some satisfaction on this issue - I am really shocked that the reaction has been so callous.

thanks for any help.customer_advocacy

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