I had a horrendous experience with a Guest Relations Manager at The Residence Inn
in NYC in Times Square recently. I've been a Platinum member for five years and it
really made me reconsider if I want to continue as a Marriott Customer, who
do I complain to and find out if this person will apologize and that Platinum Members
should not be treated like Bums coming in off the street.
I apologize for the lateness of my reply, as I am new to this forum. You have the option of speaking to the GM of the hotel, as painedplatinum has suggested. You can also contact the Hotel Customer Service office for Residence Inns at 800-899-7224, or via the web at https://www.marriott.com/suggest/suggest.mi, and selecting "Compliments/Concerns about previous hotel stay" as your topic.
When I have had problems with a property, which has only happened twice in my entire time of staying at Marriotts, I call my Platinum Elite number and have someone from there call the property and talk with the troublemaker. Both times in under 1 hour, whatever problem I was having disappeared, and everyone was making profuse apologies about how they did realize xyz.
Interestingly enough, both times were in Florida.
One in Ft Lauderdale, years ago, as Marriott no longer owns that property.
Second time was not long ago in Tampa, and the hotel manager was actually giving me a hard time. Usually its an employee that just isn't getting it and when I talk to the manager its all settled, but this manager was so belligerent I refused to stay at the property. They did not charge me for the nite and I moved to another Marriott property that was much nicer.
I remember your telling about that incident and how you went over to the new Marriott on the water, if I remember correctly.
I had a problem at Tallahassee, but the GM rectified that within an hour.
One thing we've run across in FL is that all the beds seem to be full sized instead of queen. That's also the case at the Marriott in Columbia, SC even though they seem to have plenty of room for queen beds.