11 Replies Latest reply: Aug 21, 2014 11:38 AM by jzinmichigan RSS

when things do go badly/ cust service

merebere Platinum
Currently Being Moderated

any advice on having complaints heard/addressed? My last two attempts to have some major problems addressed seems to have fallen on deaf ears.

 

Earlier year, we had the misfortune of being in Egypt during the revolution. While Marriott certainly is not responsible for that, they did have some responsibilty for the hotel not accepting the credit card we already had on file, having armed tourist police standing with employees demanding cash payment even after the hotel ATMs were out of money and being extorted by employees to take us to a working ATM ($50 usd).  After complaining to Marriott customer care, i was promised a room upgrade next time I stayed at the hotel.  Seriously? I never was even able to get the nights stay credited.

 

This past weekend we decided to try the new AC property in Venice, where they seemed openly hostile to my Marriott status.  When I asked if a room upgrade was available, I was told in a rather rude and loud way that they were available if I paid for them, but I was being put in the room I paid for.  After not being offered the arrival gift, I asked about it and was told they'd been there long before Marriott, this didn't really address this issue but showed they did not seem to care for their new affiliation.  I was also denied late checkout.  Since we weren't able to checkout late, we left our bags with the desk.  Upon returning to claim them, we gave the ticket to the gentleman at the desk.  Then we waited about 20 minutes.  When I asked if it would be much longer, he pretended he had no idea what i was talking about.  I had to lean over the counter and point at the bag ticket I had given him. He them said he'd call his collegue. After waiting 30 more minutes for the bellman come and get the bags from the room 10 feet away, we missed the train. I again called Marriott Rewards customer care.  I was told they'd contact the property, as it was new and basically I should have expected problems and Venetians are just like that. Other than the fact I've stayed at other hotels in Venice and never had and issue with 'italian attitude' (not to mention I'm married to one), I don't really expect much in the way of resolution.

 

For the record, the hotel in Venice is stunningly beautiful. It very close to the Orto vaporetto stop and backs up to the lagoon looking out to Murano.  Its in more of a residential, less touristy part so there are great neighborhood resturants that actually rely on REPEAT business instead of serving **** to one time tourists. Its a quick walk to all the tourists sites or easy to access by boat/public transport. The small base room was very nice and clean and lovely itself.  The hotel physically is great and location perfect.  If they get the kinks worked out and the front desk staff is a little less hostile it would be a wonderful place.

 

Mere

(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
Venice, Italy Autograph Collection Protea Hotel Knysna Quays
  • Re: when things do go badly
    painedplatinum Platinum 2 Reviews
    Currently Being Moderated

    Interesting stuff, Mere.  Firstly, the Egypt scene sounds frightening. I would have liked Marriott to offer a free night or something more substantial than an upgrade to the same hotel (if you ever decide to go back there). Secondly, hearing the attitude of the front desk at AC isn't very encouraging. It sounds like this person views the Marriott connection as a hostile takeover. When tenured employees have this type of change thrust upon them, that attitude can exist. Marriott should have been prepared to deal with this type of pushback and had their customer service reps ready to sooth the wounds of affected clients.

    I'm wondering if any of our other Insider friends have had this AC attitude thrown at them, also?

    (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: when things do go badly
    franktafl Platinum 3 Reviews
    Currently Being Moderated

    It sounds like you went to ORLANDO or MIAMI instead of EGYPT or VENICE.  These types of places do not typically appreciate LOYAL MARRIOTT GUESTS and the fact of the matter is, they could care less (or they don't get paid for caring).

     

    For the most part, my opinion is that they treat everyone the same and usually with a SH---- Attitude.  They seem to forget that they are there for us and not we are there for them.  I feel sometimes, customer service is not taught enough or very little and courtesy is a word that is not known.  These folks are not typically travelers.  Just look at how they drive!

    (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: when things do go badly
    tef6178 Platinum 8 Reviews
    Currently Being Moderated

    Mere:

     

    It's a shame that Marriott seems to have this non-caring attitude towards what I would see as serious issues at these properties. An upgrade is a joke. I would hope that you would further the complaints you have raised with the expectation of a better resolution. Marriott should be offering a 'no excuses' resolution to you with nothing less than a 'full restitution' for the nights in question that were the problem. When these types of instances rear up it should be expeditiously and with a no-nonsense approach be resolved. Doesn't Marriott realize how much damage an issue of this type can do to their future business at a property like this?

     

    I hope you will keep us all informed as to how this issue progresses if you elevate it.

     

    Hopefully you will have better travels in the future!

    (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: when things do go badly/ cust service
    merebere Platinum
    Currently Being Moderated

    just an update...

    after customer service told me they'd have a response in 24-48 hours, then I didn't hear from them.  I called again and was told the hotel was not responding to their request.  I asked what that meant to them responding to my complaints, posting my points, crediting me for denied service etc.  I was told the hotel handles that.  I assume then that if the hotel ignores you long enough, the problems just don't exist.

     

    I then called back to complain about the way CS handles its service.  In all my hundreds of stays, I've complained exactly twice.  Both were handled horribly.  The nice person couldn't even find the records of my Egypt issue or explain what had happened with the bizzarre posting of points/nights/use of certificates/deletion of complaint record(I still had emails, I'm an e-hoarder).  Again, I've been told they'll get back to me..

     

    So I've got one last stay planned with Marriott, Paris over Christmas.  If this also goes badly or I can't get a resolution to the other issues, I'm rather done and I'm taking my points and my nights and my premier visa and my platinum status and I'm going home and I'm not going to play at Marriott's no more

     

    Response to customer service does matter.  If someone is a serial complainer I understand that at some point you might ignore them but to just make excuses and put the onus on the guest for everything is ridiculous.

     

    I've always been such a cheerleader for Marriott, this is dissapointing.

    (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: when things do go badly/ cust service
      jzinmichigan Silver
      Currently Being Moderated

      I had a bad experience with Marriott Reward Customer Serice as well. I don't know what is going on. I had a free night with them but it was expired 3 days (no e-mail or warning). They wouldn't extend the free night. Besides that, the customer service supervisor is very rude and unprofessional. I am going to stay away from Marriott.

      (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: when things do go badly/ cust service
    NathalieF Community Manager Marriott Associate
    Currently Being Moderated

    Greetings merebere, If you email me at insidershelp@marriott.com with the best way to reach you I will be sure to follow up for you!

    (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: when things do go badly/ cust service
    merebere Platinum
    Currently Being Moderated

    in the continuing struggle over this stay, my latest contact from marriot trying to get points/night credit.  Remember how it was supposed to go into effect Nov 8th?  Apparantly they've changed their mind.  Just got this email...  I'm about to give up on Marriott Customer Service.

     

    Dear Mere*,

     

    Thank you for your reply.

     

    The Boscolo Venezia Autograph Collection became a Marriott property effective December 19, 2011, officially beginning their participation in the Marriott Rewards program.

     

    Stays that occur prior to the hotel becoming an official member of the Marriott family of hotels do not qualify for credit on your account.

     

    As a good will gesture I have added 9,135 points to your account in lei of what you would have earned. I apologize that I am unable to post Elite nights or frequent flyer earnings for this stay.

     

    Thank you for understanding.

     

    Sincerely,

     

    M*.

    Internet Correspondence Specialist

    Marriott Rewards Guest services

    (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: when things do go badly/ cust service
    merebere Platinum
    Currently Being Moderated

    Called again, was first told Email was wrong, the put on hold & told Some hotel contracts came on at different times I asked how I would know that as website Stated Nov 8 she Said I wouldn't, and it may have changed after I booked or all Sorts of things could have happened. I asked if they honored their website. I was told they had no responsibility to that

    (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: when things do go badly/ cust service
      camscott Platinum
      Currently Being Moderated

      Merebere,

       

      Well, I have booked a stay at the AC Venice for this March.  I guess I will set my customer service and Platinum status to low expectations.  Hopefully, then i will be pleasantly surprised.  I have been reading on tripadvisor and there have been several positive posts about customer service in the last couple of months.  I will report back after my March stay.  Stay tuned!!

       

      BTW, any good recommendations for restaurants near the hotel ?

      (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: when things do go badly/ cust service
        merebere Platinum
        Currently Being Moderated

        The hotel is beautiful. I've Since learned there was Some sort of issue with the hotel and their Marriott contract thing, so that may have been part of thier issue at the time. Other than when Marriott came up, everyone was fine.

         

        As for restaurants, Yes!! My favorite there is Ostaria da Rioba

        http://www.rioba.it/rioba/rioba01.htm

         

        It is AMAZING!!! 

         

        Really the hotel is in a great area, far enough away from the super "touristy" part of Venice that it's not too loud and there are good resturants around. The property is stunning. 

        (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: when things do go badly/ cust service
          camscott Platinum
          Currently Being Moderated

          merebere,

           

          Just a follow up.  We had a great stay at the hotel, but I wanted to thank you for Ostaria da Rioba.  It was awesome.  Great food and great service.  They really made us feel welcome and very attentive to us, even though it was extremely busy.  Ostaria da Rioba is also my favorite now.

           

          Thanks again!!

          (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.)

More Like This

  • Retrieving data ...