3 Replies Latest reply: Sep 24, 2012 1:38 PM by sacerdos15 RSS

lack of logic at san juan marriott

sacerdos15 Gold 3 Reviews
Currently Being Moderated

About 5 years ago I suffered a major stroke but I have recovered but still bear some of the handicaps.I use at times a cane to provide me some stability although at times I can walk without one.I changed my travel habits so could travel with as little inconvenience as possible.I travel first class which povides me a modicum of confort and I try to avoid changing planes which alleviates much frenzy and hassel.I use a wheelchair to travel to the gate and through the security check point.Once at the gate though I can walk about and can board the plane,To avoid the commotion and difficulty of carrying suitcases I send them ahead by means of Luggage Forward.I travel several times a year and I always stay at a Marriott.I have gone to Delray Beach several times and last summer I went to Grand Cayman.This summer I decided to go to San Juan Puerto Rico and stay at the Marriott Stellaris Resort and Casino (I have been to San Juan twice before and stayed at the San Juan Ritz Carlton).  I had a oceanfront corner room for about two weeks.I arrived in the evening and my luggage arrived earlier that day. I was surprised when the the woman at the front desk as I checked in presented me with a notice that I would be charged $20 for the delivery.I strongly objected but the front desk said it was pointless to complain because this policy "had come from corporate".What was even more annoying was the final bill-they charged me tax on it which brought it to $22.20!  I called Luggage Forward and they said they have been dealing with Marriott for years and this was the first time this had happened.  I am in wonderment as how the hotel reasons.If I had carried my luggage in with me they would have charged me nothing,but my suitcase arrives on the same day as I do but several hours earlier and then they charge me $22.20!!!!! I will never come here again unless it is to the Ritz.I plan on notifying travelbooks and magazines conerning this Mariotts practice,Juan

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: lack of logic at san juan marriott
    erc Platinum
    Currently Being Moderated

    Sadly, another glaring example of stepping over dollars (long term customer relations, favorable word of mouth, future stays, etc) to pick up pennies (amount pales in comparison to your two week ocean view stay). I've stayed at that property and found it quite nice, with excellent service. I sure hope this is just a unique case of a poorly trained employee vs. a changing operating culture. Soon they'll be billing us for the time they spend billing us. I share your irritation. Don't give up on Marriott yet, try La Concha Renaissance next time - very stylish, exquisite service (at least it was in June). Good luck.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: lack of logic at san juan marriott
    lone6star Platinum 3 Reviews
    Currently Being Moderated

    I would contact Marriott CS on this to get your $$$ back.  This is irresponsible.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: lack of logic at san juan marriott
    sacerdos15 Gold 3 Reviews
    Currently Being Moderated

    I heeded the advice of lone6star and I appreciate that advice.I did contact CS and they said they would contact the hotel and have them answer my questions. I received the reply from the San Juan hotel and they were very polite but they ignored my question.I wanted to know how they could justify the $20 plus fee charged to me because I has my luggage sent.I asked them my luggage arrived a few hours earlier on the SAME DAY that I arrived.Their terse response was that was the going rate.From my experience in vacationing to the caymans,florida,st.thomas,etc.the san juan marriott is the oly one that does it.Luggage ,com who handled the shipping said that they deal with Marriott a great deal and this was the first time they heard of this happening.Remember the desk at the hotel said this came down from corporate although the hotel in their e-mail to me did not repeat this claim.The hotel said they charged also for $10 for envelopes but they did not explain what they meant by envelopes. My mistake was to mention in my e-mail to them  an article that had just appeared in the travel section of the Washington Post,by a weekly travel columnist ,the Navigator,who also writes for National Geographic Traveller magazine,on the San Juan Marriott.The columnist wrote the entire colunm on the San Juan's Marriott policy of a 16%resort fee.He seriously criticized the hotel for it (he had gone there).Well most of their  reply to me was a defense of the resort fee listing in detail what it includes.Their overly defensive attitude about their resort fee overlooked my complaint of the baggage fee.I told them in my reply to their reply,that I object to "resort fees" BUT I made my reservation nonetheless.The resort fee was posted on the website and knowing this I still made the reservation.BUT THE BAGGAGE FEE WAS NOWHERE LISTED and if it were I would not have made the reservation. I wrote again to CS rejecting the non-answer of the hotel and asked them also what was this "envelope fee" of $10.I have not received answer.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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