FWIW, a Marriott associate at the Stamford Court is a 2009 recipient of the highly coveted and prestigious, Marriott Award of Excellence. In my experience, hotels with associates that are distinguished with a service excellence award have something very special about them.
Renaissance Stamford Court General Manager, Scott McCoy congratulating Banquet Manager, Stephen Chu.
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Unbelievable! Regrets to hear about your check-in experience. There are hundreds of thousands of people who retain their maiden name, where did this happen??? At the Stamford Court or the JW??? If you're at the Stamford Court, ask to speak with the GM Scott McCoy. As Stepping advises, ask for the Ops Mgr, Mike Wlodowksi at JW. Mention, that the referral to stay at their hotel came from Platinum Elite at Marriott Rewards Insiders.
No matter the outcome, the event should be reported to Customer.Care@Marriott.com It's not a criminal act to retain your maiden name. What's going on at that Front Desk? They should comp you the room, dinner and more, and send the Front Desk agent back to Marriott school.
Sorry to read of the less-than-welcoming "Welcome" you received. Which hotel did you select?
I have all but eliminated the problem you described and not only does my spouse have a different last name, he is of the same gender as I am.
When I book a room for a trip and there is a possibility that he and I will be arriving at different times (different flights from different cities - not uncommon for us at all), I always make a note in the "Comments" field of the reservation when I book at Marriot.com that the "second guest name= xxxx and he may arrive first" We've never had a problem.
While you're in S.F., I think you'd enjoy just wandering around both Russian and Telegraph Hills, where a surprising lot of the city "streets" are actually stairways bordered by delightful little residences and often friendly cats and dogs who are happy to see visitors.
In the museums department, of course there is the DeYoung in Golden Gate Park, the Palace of the Legion of Honor and the S.F Museum of Modern Art to name the three best-known.
No visit to S.F. would be complete without a ride on our historic Cable Cars - one of only two moving National Monuments in the country. Be sure to visit the car barn which in addition to great historical displays also lets you see the mechanisms which actually drive the cables which pull the cars.
Fisherman's wharf can easily be skipped - it no longer bears any resemblance to the "real" S.F. and is now purely tourists although the Musee Mechanique in that area IS of interest.
For dining, S.F. is a culinary wonderland. You don't have to look hard to find great restaurants which are not horribly expensive. I don't know what your preferences are so I'll refrain from making suggestions here - the list would be very long.
I'm sorry the start of your visit to our fair city by the bay was not more in character with the tone I would have thought you'd get from most residents. I sincerely hope your visit improves from here.
Thanks to all who responded to my problems with checkin at the J.W. Marriott. I read that hotel occupancy is 53% and to be treated so rudely was quite a surprise.
It was so wonderful to receive the supportive and helpful responses. At least we know Marriott has "great rewards members" that are very very helpful.
Was this at the JW at Union Square? How sad. Hope you filled out a comment card. My condolences on a bad experience there.
I was a victim of ID fraud last year--someone was using my number and PP status to make reservations, and then cancelling them as well as cashing bad checks. While researching the problem I discovered and told corporate that the ID system in place was not working since the felon had been checking in without an ID or a MR PP ID. Perhaps this is the result of that ID checking. But that being said there is no place for rudeness ever on the part of any Marriott Associate. Seems it may be time for a little one on one counseling of the associate(s) involved.
I continue to have every confidence that you did not experience what you described at the Renaissance Stanford Court. If associates are treated right, they will treat the customer right. That's Marriott philosophy and company culture. Obviously, something else is happening at the JW.
The GM at Stanford Court, McCoy nominated one of his own, Stephen Chu for the Award of Excellence. In order to be nominated you must have a consistent record of exceeding guest expectations and a file overflowing with notes to prove it.
Your report compelled me to call and reconfirm several upcoming reservations spanning several brands and categories. After travelling for 5, 6, 7 or 8 hours, all my wife and I want to do is unplug and re-energize. Marriott's promise is to make that happen. Regrets to hear the JW failed to deliver.-- Edited by TJCNewYork at 08/19/2009 10:29 AM EDT