7 Replies Latest reply: Aug 6, 2013 12:22 PM by NathalieF RSS

Rewards are not that rewarding when it comes to reservations. !

johnnyd870 Silver 1 Reviews
Currently Being Moderated

It seems the longer I stay the worse the room locations get. I am a field manager with a well known fortune 200 company and spend an the average of 196 nights a year in a motel room,  comfort is very important to me as it will be my home away from home for 8 consecutive days and not only serves as a place to sleep out is also my office to perform the administrative duties associated with my job. As I checked in the first 8 nights with the Marriott chain things went well as it was explained to me that if you like a particular room you have been you can request to have the same room next time, a service that is offered by many large chains I have stayed at only not made a big deal of. The feature is a huge deal to me once I get used to a room and come back to that room it is so much easier to come down from the travel and get a good nights rest.  I then decided to go all in on the rewards program and even sign up for the Marriott credit card offer, I was planning on staying a minimum of 64 nights at this location. After the first sixteen days I found the room that had everything I needed to relax and wind down from a day in the field. And was given a room only a couple rooms away on my next stay same floor facing the same direction pretty much identical and that was acceptable to me, well thing changed upon arrival this evening when I showed up to check in I was offered a room 2 floors lower than I was on previously  and facing the opposite direction at the end of the hall next to a busy city street/highway, As a stood there and listened to the traffic passing looking out the window at the back of a tree with Absolutely no view and thinking about putting up with it for 8 night I decided I would see if already staying 34 night and being a SILVER ELITE member would help me into some more comfortable accommodations. Well here I am writing this from that very same room if that tells you how important someone is who is committing to spending a minimum 8000.00 at this location. I guess a dollar isn't what it used to be. Needless to say I am very disappointed. I am to tired to go into the details of my attempt at securing a different room writing it in my journal was painful enough maybe in a couple of days I will go into details as I lay here listening to cars going past and not being able to get to sleep. 

  • Re: Rewards are not that rewarding when it comes to reservations. !
    erc Platinum
    Currently Being Moderated

    johnnyd870 welcome to the forum


    As much a I often hammer the Rewards program and agree that IMO, you are not being treated as effectively as you should be, if there is anything I've concluded from observing the past two years, it's that money trumps loyalty when it comes to getting the very best service. If the revenue you're investing at the Courtyard Portland Downtown/Convention Center can't provide you enough leverage to receive the level of customer service you desire, then I view that as a property management issue rather than an inherent weakness in the Rewards program.

     

    If you have expressed the same frustrations to the general manager of the property as above and can't resolve the issue to your satisfaction, it's probably time to find another property, because no level of loyalty status will overcome that lack of customer service. You could of course interact with Marriott customer service, but again that action plan will have to go through the same GM. Hopefully it can be worked out for you, good luck.


    Now, on a side note to Marriott; merb (since Michellel is incapacitated by Marriott technology and Andy is understandably preoccupied) I don't really give a rat's fanny about the Insider posts 'points', but  in trying to discover what property johnnyd was discussing, I noticed that he has 10 credits, yet I only see 2 activities  (I first noticed this situation when I checked some of the 42 Baseball reviewers to see if they participated elsewhere in the forum - few did), could you check with the 'specialists' to see why this occurs so frequently with first time posters? I don't really care if this is just Marriott 'priming the pump' to get participants to a higher level in hopes of cementing interest and participation, but if it's just bad math, as keeper of our points accounts, it does concern me (as someone who doesn't track every Reward point to activity). Thanks, it will be an interesting (to me at least) answer.

     

    On a side note merb et al.: whereas I have learned to live with the disappointing fact that we can't comment on reviews, it still surprises me that Marriott can't enhance the reviews with better More Like This links to the review than just repeating a word (Decent stays, Good staff etc etc) I've posted below the More Like This column for johnnyd's review, which of course, provides no incremental value about the Courtyard Portland Downtown. IMO, either link the review to an Insider's write up, mention of the same property or if none, then there really aren't any More Like This and leave the column blank until there is.

     

     

    More Like This - (australia,philly res. inn, marquis ny etc etc - of no value to review)

    Restful and rewarding

    (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: Rewards are not that rewarding when it comes to reservations. !
      erc Platinum
      Currently Being Moderated

      Hey merb when you chat with the high tech gurus about improving the More Like This column on Reviews, you might want to mention that by only using key words, rather than the specific property, you could over time gather up quite a collection like below;

      http://www.rewards-insiders.marriott.com/reviews/23211      note the building collection of 'lies' (granted, same seemingly valid post and legitimate beef, but you could see where posters state; stinky room, rude staff, dishonest employees,  and we get a basket of Marriott integrity deficiencies. Juicy as that might become, I'd still rather know about the staff and service level at the specific property.

      (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: Rewards are not that rewarding when it comes to reservations. !
      johnnyd870 Silver 1 Reviews
      Currently Being Moderated

          The general manager at this location reached out and contacted me with his concern over my experience checking in the 31st of July. As I has stated Previously the staff and accommodations at the location I have been staying are top notch, the problem with the check in mixup with the room preference was very concerning to him and he assured me he would correct the situation. In a very short time another room had been secured I was contacted at my business phone that was on file and informed of the new arrangements. The situation was set in motion by some staff having an emergency and needing to have fill in Therefore leaving room preference unchecked that afternoon before my arrival. After hearing the explanation and reflecting on the experience at the desk. The staff was doing there best to help me unfortunately due to the missing of preference in the afternoon coupled with my late arrival caused the situation. In closing I would like to say the effort and energy put into explaining and reconciling the situation has put this location on the top of my list with a five star rating. Thank thou to the general manager for all you have done. 

      (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: Rewards are not that rewarding when it comes to reservations. !
      NathalieF Community Manager Marriott Associate
      Currently Being Moderated

      Thanks ERC for both the information and the link so I could see exactly what you're referring to!!!

       

      If you look at a single review in isolation (say you click on a review from the activity feed), you will see the "More like this" section in the right column which among other factors, is driven by keywords. So yes, that list may not be very helpful in finding more information on a specific hotel.

      Untitled-3.jpg

       

      However, if you click the big blue "See all reviews" button, you'll be taken to the reviews page for that specific hotel. From there, not only will you see all of the related reviews, but you can sort the reviews, find community content related to that hotel, and even links to reviews of nearby hotels.

      Untitled-4.jpg

      (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: Rewards are not that rewarding when it comes to reservations. !
    captbigguy Platinum 4 Reviews
    Currently Being Moderated

    Spending three nights a week for the past 3 months in a CY in Atlanta, I can "feel your pain" for sure.  I have found that it is up to me - the customer - to do some talking in some cases to get what I want and deserve.  When I check in at this hotel, I usually get one of two FDPs to check me in.  They seem to pay attention and give me a room that is the same or similar to the last couple I've had (close to elevator, same layout.)  If these two are not on duty, I've found it not to be the case.  A couple of weeks ago a new girl was at the desk.  She was very friendly and welcoming.  I even joked about her asking my name and said "You must be new..."  She said she was and that was a clue to me to pay attention.  Sure enough, when I saw my room number, I knew it was not near the elevator.  I told her I wanted a room close to the elevator and she quickly changed it for me.  I even asked for a "right handed room" (bath on the right as you enter the room) and she said if it was not, to come back and she would change it again... (OK, she's new.... She didn't know the layout and was alone at the desk... fair...)

     

    This week, I checked in and a new guy is behind the desk.  This time I didn't check my room number until I got off the elevator.  Found it was a long walk from the elevator and I was not too happy.  I have a room with a not so pleasant view of the woods behind the property, but at least it's quiet.  I was too tired to move and have made it through 3 nights with one more to go.

     

    I guess what I'm saying is that you need to speak up for what you want, but be prepared if this is not available.  I know a few weeks back, this CY was filled with baseball teams from all over the SE US for a tournament and I got what I got because that was the best available.  It still had a bed, a shower, hot water, TV, and was pretty quiet.

     

    I know what some of you will say - Why should I have to ask for what I've earned?  Well, CS is not what it use to be anywhere anymore and it's the same with Marriott.  Not that they don't try, but there are a lot of folks out there who view what they do as just a job or they are not experienced enough to look for hints like guest preferences or they just don't give a darn....  Whatever the case, I know my dad was right when he use to tell me "You don't know unless you ask.... But don't think you will always like the 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.)

  • Re: Rewards are not that rewarding when it comes to reservations. !
    eb5147 Alumni Steward Platinum 7 Reviews
    Currently Being Moderated

    I was wondering if there was a way to negotiate a lower rate for a longer stay so that you don't have to check out, but just keep the same room?  We were able to do that at the RI we checked into 3 years ago, initially for 30 days, but it has been extended for this long.  After a month or so, there was not even a tax on the room, which lowered it even more.  Also, you might try negotiating breakfast if there is one available.

     

    The company my husband works for was even convinced that it was even cheaper to keep the room while we go on vacations rather than for us to rent a storage room and to move our things and pay for moving each time we go on vacation.

     

    Another man has worked here for as long working at the same company on site as my husband, but for another company than my husband's.  He flies back to NYC every few weeks and the RI has a storage room for him to place his things.  I don't know how his room assignments are worked out or how often he gets a preferred room since this can be a very busy place with the AFB nearby and lots of Korean companies as well as insurance companies using it to house insurance catastrophe victims.

     

    You might also use the company at which you're working to get some rate leverage if it's a large local employer.   

    (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: Rewards are not that rewarding when it comes to reservations. !
    johnnyd870 Silver 1 Reviews
    Currently Being Moderated

        The general manager at this location reached out and contacted me with his concern over my experience checking in the 31st of July. As I has stated Previously the staff and accommodations at the location I have been staying are top notch, the problem with the check in mixup with the room preference was very concerning to him and he assured me he would correct the situation. In a very short time another room had been secured I was contacted at my business phone that was on file and informed of the new arrangements. The situation was set in motion by some staff having an emergency and needing to have fill in Therefore leaving room preference unchecked that afternoon before my arrival. After hearing the explanation and reflecting on the experience at the desk. The staff was doing there best to help me unfortunately due to the missing of preference in the afternoon coupled with my late arrival caused the situation. In closing I would like to say the effort and energy put into explaining and reconciling the situation has put this location on the top of my list with a five star rating. Thank thou to the general manager for all you have done.

    (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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