2 Replies Latest reply: Apr 23, 2010 12:32 PM by tjcnewyork RSS

Los Suenos Marriott

ericphl Gold 1 Reviews
Currently Being Moderated

As a Marriott resort destination, let me preface this post by saying what a gorgeous hotel it is and what an amazingly friendly staff they have.

I spent 7 nights there, ate most meals there, played golf at the hotel, and more importantly gambled quite a bit of money there. Now I know it is a Resort destination but there is no concierge lounge first of all. Second, whenever I stay if there is no concierge lounge we receive breakfast vouchers and here we did not. Now breakfast here for 3 buffet's was $80 USD. Then go to the casino part of it the first few nights we are betting the entire table's maximum bets, while we are being charged for alcohol. Repeat that cycle each night and finally we all win big our last night to the extent of not even a single complimentary flapjack. I had to complain to the GM at a very poor excuse for a GM reception to the point where as if it seemed I was begging for her to give me a free breakfast where she finally relented on our last morning.

Marriott has to change the resort policies for Platinum, Gold, Silver members. To not reward a Platinum member for anything just because it's a resort is asinine.  I'm sure you have some bright marketing people and you make a ton of money charging for tours through the hotel why don't you give a Platinum member a free tour or something.  I hate to say that as much as I love Marriott I feel like they are lagging behind the times and for as many nights I've stayed in the last year (+135) the least they could do is comp us breakfast each morning. Would love to get a response from someone at Marriott.

 

EricPHL

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

Location Brand Hotel
Herradura, Costa Rica Marriott Hotels & Resorts Los Suenos Marriott Ocean & Golf Resort
Playa Herradura, Costa Rica
  • Re: Los Suenos Marriott
    ericphl Gold 1 Reviews
    Currently Being Moderated

    Can someone from Marriott please respond to this? Or if you are high enough up send me a personal email. Is it really that hard to respond to your Elite guests?

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: Los Suenos Marriott
    tjcnewyork Platinum
    Currently Being Moderated

    EricPHL

     

    Your post showcases the gap between Elite expectations and Los Suenos Marriott delivery well.  You've also identified a desired outcome:  change.

     

    To bridge the gap and move towards the outcome, expanding approaches might help. Be wary, though. If 'complimentary Internet for Gold and Platinum' is a yardstick for measuring the responsiveness to changing policy, then adjusting expectations lower might be wise.

     

    In addition to speaking with the GM and posting here at Insiders, have you considered e-mailing Customer.Care@Marriott.com?  What other possible outcomes are you thinking about?  Would bonus points work?

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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