Why would both the Marriott Customer Care team (who routinely put Platinum members on hold and don't return phone messages) believe it is against the "Law" to hand a customer a Tax Exempt form. I would understand the statement or position if the Courtyard Harrisburg West/Mechanicsburg Pennsylvania Operations Manager would have produced anything in writing showing me that it was "ILLEGAL" for them to hand me a "tax exempt" document in order for me to then fill it out and "present" it back to them.
I would have also accepted the "local" policy had the Operations Manager not stated that this is a "MARRIOTT CORPORATE POLICY" and then not provided me a copy of the policy she was quoting. If it is a corporate policy, why would the other three hotels I stay at in the Mechanicsburg area routinely hand me the form when I check in. Even after I filled out the form, the Courtyard still added part of the tax to my bill. At that point, I didn't go back and ask for them to remove the additional $2.xx. The frustration I had with the desk clerk, the General Manager and then customer care who put me hold and then sent me to voice email ruined my entire stay. I have never felt so uncomfortable at a hotel in my life. When I told the Operations Manager I had canceled my follow on stay at the hotel, she said she already knew (she actually seemed pleased that I wasn't coming back).
It's actually quite disappointing, I've been a Marriott Rewards member for years, I've been loyal to your hotel chains and made several positive recommendations about the Marriott hotels to many people over the past 20 years. My family and I lived in your hotel for five weeks prior to moving to Singapore. I'm not saying every experience we've had with our stays has been good but the majority of them have. The lack of customer service that I received from customer care and the complete push back I received from the Courtyard Harrisburg West/Mechanicsburg truly frustrates me. At the end of stressful day, checking into a hotel should be easy. By the way, customer care's answer was the three hotels that gave me the document were going "above and beyond" (good for them), he told me that GSA website states that I have to present the form. When your team hands me the form, I fill out and then "present" it for processing. He told me that he had spent enough time with me and that I needed to call GSA...then put me on hold for his manager. It was during the next 15 minutes of waiting on hold that I found email addresses to corporate headquarters.
You would think that reaching Platinum Level would garner a higher level of customer service (handing someone a form that they may have forgotten shouldn't be a lot to ask for)...not at Courtyard Harrisburg West/Mechanicsburg. I've already posted my dissatisfaction on Trip Advisor, maybe someone will be able to produce the document that shows that it is against the law to hand someone a form.
I've told this story to at least ten different people (they just shake their head)...several of their responses were recommendations to move to Hilton or Starwood (would do it if I could take my status that I've worked on building for over a year)... according to friends Hilton and Starwood provide better customer service. I believe that Marriott purchased Starwood, I'm hoping Starwood's customer service comes with the merger.
Bottom Line-recommend they reach out to their customer care team and the Courtyard Harrisburg West/Mechanicsburg Operations Manager. They also still owe me a proper bill that removes all of the tax. Recommend they take customer service lessons from the two Fairfield Inns (Harrisburg West and Carlisle) and the TownePlace Suites in Mechanicsburg, they don't quote "Law" that they can't support and provide much better customer service.
What is this? No really hodgesck, wipe your mind of your memories, anger, and bad, bad attitude and read your splodge of a complaint. Does it make sense?
No it doesn't. It presumes knowledge I dont have. It presumes lots of knowledge. Because everyone knows who you are and the awful thing that happened to you, so why bother to explain? Just splodge it out. And this is a real splodge of a rant.
I guess - but it's a pure guess - that you want to say:
"I am a very important person selling very important widgets and I travel the highways and byways selling my important widgets. Now my widgets are very special and important (like me) so when I stay anywhere I can claim exemption from tax by completing form "DYKWIA-1" and handing it to the hotel I'm staying at who then remove the tax accordingly. Sometimes I'm out at so many important consecutive widget meetings (did I say how IMPORTANT I am?) that I run out of DYKWIA-1 forms (only the forms though, I never run out of my self-important "Do You Know Who I Am" attitude!) and hence ask at hotels to provide me with form DYKWIA-1 which they helpfully do and I then fill it in and hand it back to them.
This has been my life for years now, and I enjoy it. It makes me feel big!
Recently I found myself at the Harrisburg West/Mechanicsburg Courtyard, alas without form DYKWIA-1 and asked the front desk for the form so I could fill it in and hand it to them (as I have done without problems several times at different Marriott group hotels before) but..."
From here I do lose the thread completely, did you get the form too quickly? Slowly? Not at all? Did you end up having to download it? Did corporate insist you have to pay the tax weeks or months afterwards? Did the manager provide it and then take it off you? Honestly, it's as clear as mud. I can, in my minds eye see you pounding this out on your keyboard while your face gets ever redder and your pounding ever more frustrated. How many broken keys did this splodge of a rant cost? Whatever it was, it was too many.
You'll find people on this forum (including me) very helpful with hints, suggestions and relevant experiences. Theres also Marriott moderators here who may intervene to try help clear the issue up, but you need to ditch the attitude and explain what happened in a clear logical way.
Could do better hodgesck. Much better, and you know it!
Well, hodgesck, we have someone experienced in tax exempt stays, and Jsucool76 is a regular on these boards (specialist subject: how to winkle every last point and privilege from loyalty credit cards). I reckon he could bring his experience and perspective to play here but he's much nicer than me, way too nice to say he can't discern your story. He's a Floridian you see, something about all that Disney goodness!