At Residence Inn, all of our rooms are suites – all perfect for weekend stays. Bring along your family and spread out. Relax, explore, and thrive.
When you do, you’ll receive $50 off your next stay – all year long. Here’s how it works:
In the terms and conditions it says
|Terms & Conditions|
Receive a $50 Bonus Bucks® Coupon when you stay a Friday or Saturday night at participating Residence Inn locations in the Continental US and Canada from February 13-December 31, 2009. One $50 Coupon issued per room, per stay, which can be used toward a future two-night minimum weekend stay (Thursday-Sunday) at participating Marriott brand properties worldwide. A stay is defined as consecutive night(s) spent at the same hotel, regardless of check-in/check-out activity. Coupon cannot be redeemed for cash. Coupon expiration date applies. See reverse side of Coupon for complete terms and conditions of use. Void where prohibited. Offer available at participating Residence Inn locations only and for a limited number of rooms. Offer not applicable to groups of ten rooms or more. To book your stay visit Marriott or call 1-877-Marriott and mention code RPN. © 2009 Marriott International, Inc (WHY DOES IT SAY IT CAN BE USED AT MARRIOTT BRAND PROPERTIES WORLDWIDE, AND THEN ALMOST AT THE END OF THE T&C'S "OFFER AVAILABLE AT PARTICIPATING RESIDENCE INN LOCATIONS")
This is very very misleading and ambiguos because it doesnt say that the voucher has to be redeemed at Residence Inns.
Regrets to hear that the conditions you experienced worstened. As mentioned earlier, the best practice is to Report and Escalate. Did you write Customer.Care@marriott.com?
No i didnt write to Marriott customer care yet as I was to see what response I got from the General Manager of the hotel. Because they are still not admitting that it is a misleading ad - and simply pointing to the t&c's, which I still feel are misleading, I will be taking this further. I've never ever met such a stubborn management, whatever happened to "the guest is always right". I know that simply cannot always be the case, but for the sake of good customer care and making sure that future custom is not lost (which it now has been), they should have said "yes we agree it isnt excatly worded correctly and of course we will honour the $50 on your next stay or something similar", but no, they just stuck to their story and refused to budge one little inch. APPALING SERVICE AND ATTITUDE! I have taken your advise TJC and will be making my views known to Marriott at the higlest levels.
Use the time and effort trying to resolve this with the GM to your advantage.
In your narrative, state that the GM failed to deliver upon the Marriott promise. Instead of being revived, refreshed and re-energized, the ordeal leaves you totally dissatisfied to the point of rethinking your loyalty to the Marriott brand. To create added advantage, explore Platinum status at Hilton Honors or SPG by reciprocity.
Given your ordeal, demand that customer.care refund your entire stay and make them see that $50 goodwill adjustment would have been better the first time around.
What will happen is that customer.care will route your complaint to the GM. He/she will call or email you. Refuse stating that you have already gone that route and desire escalation. Keep escalating until you achieve your objective.
Hi. I'm glad you understood how the voucher should work, but the management at The Residence Inn Times Sq and the Marriott Marquis Times Sq front desk staff all disagreed with me and said the voucher could only be REDEEMED at Residence Inn properties. I found the Marriott Marquis very sympathetic to my plight and understood how the voucher was confusing but still refused to honor it until I emailed the GM while still being a resident, who then credited me with the $50. The management at The Residence Inn were not as helpful and said i was the one misreading the voucher and dug their heels firmly into the ground, so much so that I cancelled my next stay with them. I did contact Marriott customer care who agreed with me and instructed both hotels to credit me with 12,500 MRP. I have to be honest, there are quite a few Marriott offers that have confusing information and i think their marketing department could do with a refresher course in wording their offers to make them user friendly (and workable)
Hi TJC. Actually its because of your earlier reply to my original posting that prompted me to write to Marriott customer care because to be honest i had enough of the whole thing and felt i was getting nowhere with it. I used some of your ideas (as below) , so thanks for the suggestion which as you know resulted in success for me, not only in being rewarded marriott points, but to get customer care to agree with me.
In your narrative, state that the GM failed to deliver upon the Marriott promise. Instead of being revived, refreshed and re-energized, the ordeal leaves you totally dissatisfied to the point of rethinking your loyalty to the Marriott brand.
The acknowledgement and thanks is very much appreciated. In my experience over the past year, I have found that the associates at Marriott's Customer Care take pride and ownership for delivering on the Marriott promise.
Mistakes do happen. Service falls through. Someone drops the ball. Marriott Customer Care champions the guest perspective, but spelling out one's expectations in terms of what Marriott promises gets the results. Congratulations again with very best wishes that your return trip to NYC is memorable.