Checked in to the Denver area Courtyard and asked about upgrades: Answer, nope, no keystrokes no conversation. Points? I said yes, it was noted.
Got to room and the TV was missing many channels, and the a/c seems to be dying a slow death.
Told the front desk on the way to a meeting--same associate, her comment was "gee, most of our TVs work fine? Are you sure? (yes I am"). I guess someone could look at it.
Turns to the office, "Hey is Steve here?" no answer. Finally a person walks by, "where's Steve?" she asks him. Meanwhile I ask if the TVs are HDTV? "I have no idea" was her response.
OK, I tell her please check on the a/c and the TV. She sighs, OK, and goes back to not checking anyone else in.
Let's grade this performance on a scale of 1 to 10. I am guessing 1 or 2.
steppingstones -- your experience so far is completely unacceptable. I'd be waiting for the GM tomorrow morning. Is still no change, I'm moving out. Just curious if you using points for this stay at CY downtown. If so, you can stay at the Renaissance for the same points; 20k per night. Or the Marriott Tech Center is 15k per night.
Husker all good questions--I have not even mentioned the problems with finding a dirty air condition unit in the hall across from my door. Then a knock on the door and engineering was there to change the unit (again). I told them NO thanks. As for alternates yes this is a points stay -- Category 2 so six nights are 50,000 points -- and not worth that. Every hotel is booked solid so I got in on Platinum override I guess. This is the closest to Castle Rock where mty ailing Mom is staying so it's all good. I will speak with the GM manana.
It really bothers me to have that kind of experience. It seems to happen mostly on trips when you have such a "Noble cause", and there is really no excuse for that kind of treatment. Had two SHS situations that were similar, and I thought I was on "Mars"! What drives me batty is when you have others with you that have to suffer in a situation that just should not happen to anyone, anywhere!
Hope you get situation resolved in the morning. Good luck.
I wish your review of this property could be shared with general managers (and others as necessary) of all Marriott properties. Maybe properties who offer similar experiences will finally "get it" and train their imployees properly, while properties who do a better job will be encouraged to go the extra mile to provide the best experiences for their guests.
The GM was at a meeting and I was preoccupied with my Mom so I recently wrote the email as promised.
Just hit send a minute ago the GM called me here in the room.
She agreed that the treatment was not appropriate and apologized. She made an offer of 10,000 MR points to be credited to my account, which I gladly accepted. We spoke at length and hopefully this will change the stays that future guests have.
It's the way you tell 'em that gets me! That initial posting could form a humorous para in one of your books if it wasn't so serious. I know that the GM responded promptly but what was she doing in taking her eye off the ball so badly!?! I have just read your other posting re the article ... says it all really, eh?
It would be interesting to see how the hotel staff perform in about a month's time.
I hope that you are able to spend some quality time with your mum ... we too have been through those difficult times and valued the 'good' periods. As you say, we have a great deal to repay to our parents.
Thanks for your concern and she is as good as we can expect. I had to cut her meat at lunch but she still recognizes me, so that is a blessing.
On the check-in subject, I noticed as I left this AM that the person who checked me in was in the GMs office and she was reading from something, apparently my email, and that's a good thing. I hope that I cast this in terms of let's make it better than how bad it was, and the GM seemed to take it as constructive criticism.
We'll see if it sticks since I am here through Sunday.
More likely they will forget to tidy the room. I did find a rubber band on the bed--the one that I planted there the day before as a housecleaning experiment. I also got triple amenities, perhaps as a peace offering, I am not opening the wrapped package until the EOD folks can check it out, though.