Nominating Maggie at Annapolis Autograph for Spirit to Serve

Discussion created by sledchick on Oct 12, 2018
Latest reply on Oct 16, 2018 by sledchick

A month ago in early September I made an on-line reservation under the AAA rate for the Annapolis Waterfront Hotel, Autograph Collection for late October.  It was stated at booking that I could cancel my reservation for no charge 3 days before arrival, and if cancelled after that then the one night's stay would be charged.  When my Marriott credit card bill came in earlier this week, there was a charge for the entire one night's stay.  Hmmm, I thought, that's a new one for me.  Checking my email confirmation I saw it didn't say a credit card would be used to hold the reservation, it said a credit card would be charged to hold the reservation.  Big difference.  Today I checked the AAA rate at the hotel and sure enough, it was about $30 less than what I was charged.  I decided at that point that we wanted a different type of room, the "Deals and Packages" rate for the escorted walking tour of the US Naval Academy.  I called the hotel directly and ended up being transferred to someone with a strong accent in a reservations department not at the hotel.  The background was so noisy I could not hear her name, nor could I really hear what she was saying.  It was extremely frustrating.  I explained to her what I needed, which was one extra ticket for the walking tour (3 of us are going and the rate provides 2 tickets so I needed to purchase an additional ticket).  Also, there was a choice of two tour departure times from the hotel so I wanted my preference to be noted.  I asked why I had been charged for the room and she didn't know but said it could depend on if there was a special event at the property.  Okay, maybe that makes sense.  The woman was unable to change the rate and room after 10 minutes on the phone, but could put a note in the reservation about my two requests.  She transferred me to another woman named Katherine who was on the ball and understood what I wanted, but she had to make another new reservation for me and could not cancel the old one since a deposit was taken.  She asked me to call back and speak to Maggie after 10:30 a.m., which I did.  Maggie spent about 40 minutes with me on the phone straightening out the codes these were booked under, and she was a rock star!  She listened to what I needed and was friendly but professional.  She had to actually cancel the two reservations and make a new one.  She credited my Marriott Visa with the amount that was charged for the AAA rate room.  She provided me with practical information about the area, about the breakfast coupons, and discussed my visit to Annapolis.  It was very busy at the hotel due to a boat show, but Maggie made sure she took the time to provide what I needed (and made sure we had two beds in the room instead of one king).  And I believe she was in their revenue department, not reservations.  The best part was when she confirmed I really am a Marriott Girl due to my Platinum Elite status!  That made me smile -- the two other women I spoke to never said a word about it.  Maggie took a frustrating situation and had me happy by the end of our time on the phone.  She truly has the Spirit to Serve!  Thank you, Maggie the Miracle Worker!