How do I lodge a formal complaint about billing practices at a Marriott Renaissance hotel? Specifically, the hotel failed to honor the $25/night restaurant credit promised in the room rate details for the package I purchased.
I would first call the hotel and ask to speak to the manager (unless because of your experience you think that will be useless). But I would definitely call the Marriott number on the back of your card. They should have all the information on your stay on file and can contact the hotel for you to issue a credit. ProfChiara
If you used a credit card to pay, you may have the option of having it removed from the card charges. Certainly, you need to be confident that your understanding was correct. I had a situation at a Res. Inn in Georgia a few years ago and this was suggested by my insurance company as a final resort when the manager would not cooperate or refer me to someone higher to deal with at the time.
Maybe this was done, but whenever there is some special detail (like a $25 credit, etc.) in the reservation I bring a printed copy of the reservation with me that includes the special details of the offer. If a problem arises, I can show them what they agreed to do. It has worked for me, as the reservation details are printed with Marriott logo and wording all over them. When presented, it is difficult to dispute what Marriott said would be done as part of my stay. If you still have a copy of the reservation detail, it should be easy to get the situation resolved. Please let us know how your resolution is handled.