Bad customer service especially by a major firm like the Marriott should be exposed. To me what they did to Debbie Reynolds is a classical case of GREED and poor service. Hopefully other members will re-blog Debbie's post and help send Marriott a message!!!
So Disappointed in Marriott
Being in a customer service business of real estate, I know one must deliver what is promised at all costs. Failing to do so is a black eye on you, your brand and your future business. Word will spread.
I had a reservation was booked at the Marriott Copley Place in Boston for the National Association of Realtors Annual Conference. This was one of the hotels in the lottery and many of the functions, committee meetings and receptions took place there. In other words, they got tons of business from us REALTORS®.
The reservation was made months ago for a king room and a quoted convention rate. The room requested was a king bed and that is the way the reservation was madeand confirmed.
The first disappointment was at check it to discover it was not a king bed but 2 doubles. I questioned this and was told I could only have a king bed with an upgrade charge. I felt cornered with people lining up behind me for check-in and was given no other option but to settle for a double bed or pay the fee to get what was promised on the reservation. Rooms were ging fast. The double bed was not acceptable so decided to take the king room and take this up with corporate. Being a Marriott Rewards member should have some benefits, right? WRONG!
At the first call to challenge the upcharge, they agreed to credit back the fee to my credit card and that it would appear within 7 days. 7 days passed. Another call was made and now the story has changed. No refund will be given as no reservation with a bed choice is ever GUARANTEED. Unbelievable. Poor customer service by Marriott.
Funny how I have never had this problem before at this or any other hotel chain. Even though the bed was available they used the situation to extort additional money for a room that was supposed to be set aside for my reservation.
I had no idea Marriott chooses to do business this way and that they treat anyone especially their Reward Members in this fashion. So here is a message to anyone planning to reserve with Marriott. You should choose another brand that honors the reservation as booked.
I am currently planning an out of town stay and know for sure I will NOT BOOK WITH MARRIOTT.
Remember, this type of service would not fly in the Real Estate Business. Consumers, beware of Marriott.
2130 Wilma Rudolph Blvd.
Clarksville, TN 37040
it would be my pleasure to assist you!
"The Real Debbie Reynolds"
931-771-9070 Office | 931-320-6730 Cell