So our family is converging on Columbia Missouri for Christmas with 95 year old Mom when the Ice Storm hits. Son flying in from DC, daughter-in-law from San Francisco, and sister-in-law from Louisiana. By 5 pm everybody stalls in Saint Louis. I jump on line and snag a $104 room at the STL airport Marriott for son and daughter-in-law, but what about tonight's reservations at two Columbia, Mo properties and the dreaded 24-hour cancelation rule? First call the Fairfield, and they're delighted to let the reservation slip til tomorrow since they have folks lined up in the lobby desperate for rooms. Next the Columbia Courtyard who can't even answer their phone they're so busy. Platinum phone line postpones the Courtyard because, after all,"you're Platinum." Then supervisor Miranda at the STL Airport promises to take good care of the kids. All in all, what could have been an awful chaotic experience goes, you'll excuse the expression, smooth as ice thanks to the Marriott website, the app, and the Platinum hotline. And the Courtyard is even finding rooms for their housekkeping staff, because its SLICK out there. Good for everybody, and be careful out there.
theretiree, glad to hear you and your family weathered the storm so well! Thanks for sharing the story, as it's great to see the "spirit to serve" alive and well across the Marriott enterprise! Happy holidays and safe travels!