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Are the service levels still declining?  Will they ever stop falling?

Question asked by jimaycock on Mar 31, 2019
Latest reply on Apr 1, 2019 by o0o0o0o0o0o...points!

Recently booked a queen double suite room for 3 adults in Indianapolis for my family.  This was well in advance of the date and direct with Marriott, not a 3rd party site reservation.  Added a name to the reservation to help with check-in 30 hours before check in.  Spoke with a live agent.  On arrival told my family was told that they oversold the hotel and my family was offered a single, for the same rate, or my family could cancel without penalty.  Who thinks this is hospitality or service?  And how could you not give your guest some advance notice, find some way to try to help?  There was no effort on Marriott's part. This was a paid reservation, nothing was comp'd.  I spent more than an hour on an international call from Germany to the US trying to get the problem solved.  Finally we had to just accept their weak resolution without compensation.  And the complaint I filed - no response.  Overwhelming disappointing all the way around. 

- am I the only one worried about the brand?

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