I haven't really had a bad experience at the Marriott Hotels. Its the other guys I have had bad experiences with; like Holiday Inn.
I refuse to stay at a Holiday Inn because for a long time, I could only stay at thier Hotels (corporate policy), but EVERYTIME I stayed at a Holiday Inn, they were ALWAYS in a state of repair, refurbiushment, re-construction, destruction, disassembly, upgrade, closed for repair or some other prohibitive state that made for a discomforting stay.
I am now with a company that lets me choose and I have preferred Marriotts and if there are problems with my stay, they ALWAYS make it right
In recent memory, I've had two bad experiences at Marriott that were definitely made right but worth sharing:
RE: My WORST experience at Marriott!
I had a "confirmed" reservation on February 14, 2015 at the Fort Myers Courtyard. Not only did I contact the hotel around 5:00pm on 2/14/15 to let me know we were delayed because of weather and would be arriving late BUT someone from the hotel called me at 8:30pm while I was sitting on the plane waiting to leave to ask if we were still coming which I said YES but we weren't going to land until 11:30pm now. We landed and got off the plane around 11:45 pm to a voicemail saying that they no longer had a room for us but they had one 40 min south of Ft Myers! Which really was out of our way since we were going to Tampa the next day! I was furious and immediately called and spoke with John the manager which was like talking to a wall.... I am amazed that not 1 but 2 confirmation calls stating we were still coming and would be arriving closer to 11:30 pm that he gave our room away! Then on top of it after dealing with sitting in airports all day to get off the plane and have to drive 40 min south out of or way to get a room. I am also a Hilton Honors member and this has NEVER happened to us. If they felt the need to "give up our "RESERVATION" then they should have put us within 5-10 min away not 40 min! If there were no other hotels available like the manager "claims" then don't give away a existing CONFIMED RESERVATION!!! That's terrible customer service.
Ouch, kaito, that really is dreadful. You had a guaranteed reservation, were arriving late and told them not once, but twice, yet STILL they gave your room away. I would have been incandescent! I hope you invoked your guarantee, though I have to say the CY elite guarantee is really the minimum they should do for walking ANY customer in ANY circumstances. The ignorance shown by this CY requires a far bigger bill, one that their incredibly inept manager will have trouble explaining to the franchisee.
I would raise hell with the hotel, Marriott CS, corporate AND the franchisee.
This is really unacceptable. I bet this hotel would have charged you for the room had you cancelled. With the new cancellation policy, there is absolutely no reason for the hotel not to have held your room.
I will definitely put this hotel on my black list. Please let us know your response from corporate. No hotel guest should be treated like this, especially not a Gold or Platinum member.
Did you have a confirmed reservation or a guaranteed reservation? A couple of years ago I was checking into the Quincy Marriott rather late. Next to me a gentlemen was trying to check in but we being told the hotel was full and the associate was making arrangements at a nearby hotel. When he saw me receive my room he became upset. The two front desk associates explained that while he had a reservation I had a guaranteed reservation. I believe that if you do not have a credit card attached to the reservation it will not be guaranteed. All of my reservations are...of course...guaranteed and I have never once had a problem.