2 Replies Latest reply: Feb 8, 2011 8:44 AM by anadyr RSS

Solving an issue--on the spot!

Alumni Steward Platinum 8 Reviews
Currently Being Moderated

I mentioned in an earlier post that a front desk associate had told me at checkin that upgrades were not available at the hotel unless a person was paying full (rack) rate. It was not a busy place, less than 30% occupancy.

 

Then I happened upon the general manager of this particular property and asked him directly, in the presence of the associate who had made the comment the day before, it this was indeed the policy of the hotel or of Marriott.

 

"Of course it isn't" he said with a smile. "We have never had that policy and never will."

 

We never mentioned the associate or her earlier comment, but it was not lost on her or the manager that the policy needed to be reinforced.

 

Hopefully for this hotel at least, the cost of the room will never again dictate the chance for an upgrade.And a problem was solved (though not for an upgrade) for future travelers.

  • Re: Solving an issue--on the spot!
    tjcnewyork Platinum
    Currently Being Moderated

    Very effective!  I have a similar story to share.

    For the upcoming Valentine's Day weekend, my wife and I along with my son and his sweetheart are heading to a category 7 property.  We have stayed at this high-rise property before situated at about the midpoint of the tower. 

    After booking the reservations through Platinum, I called the property.  The front desk manager answered.  Upon introducing myself, he greeted me warmly asking how he could help.  Seizing the opportunity, I requested two complimentary upgrades which he promised he would do his best to obtain.  Following up, I called earlier today and spoke with an associate who confirmed that my requests would be honored. 

    Do note that midpoint on this highrise is still w/in earshot of street-level shenanigans.  There are several nightclubs and bars in the neighborhood and activities naturally go into the wee hours.  While I could have complained and whined about noise levels and interrupted sleep, instincts tell me that using that approach would be least effective.

    Rather, I recalled how marvelous the views are from the higher floors and how we would welcome the opportunity to experience those vistas across the harbor and bay - especially on a romantic weekend escape. 

    Positive solutions 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.)

  • Re: Solving an issue--on the spot!
    Alumni Steward Platinum 8 Reviews
    Currently Being Moderated

    TJ, having "high floor" noted in the profile seems to work wonders for me. I find that about 1 percent of the time I am not on the top floor and if that happens there is an accomodation made--extra points, breakfast, etc.  In some cases the email confirmed that the request has been honored.

    (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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