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Just want to get your thoughts if I the compensation I was given was fair or if I should escalate things further. I don’t want to be too greedy so just want to get your thoughts.
I had 2 issues staying at a recent 4 day stay with Marriott with my partner. I am a platinum member.
1. I ordered room service on my first night and paid the server cash, but then when double checking the receipt, I realised that an extra dish had been charged (around £20). A dish I never asked for or received. When I asked the server return the money back he said he’s not allowed and to speak to room service on the phone. I called them and they said they will call back. No one did. I called the next day, again they said they will call back but no one did. 3rd day I went to reception and they advised to call room service on the phone, I said I did twice already with no success to which he said he will go personally and get them to call me. They never did. On the final day I happened to bump into the manager and he said that the refund would come off my hotel bill at check out. At check out the money was not taken off. Finally the manager reassured me that he would action the refund and I would get my money back in 3 or 4 days. It’s been almost a month and the money still hasn’t been refunded…Frustrating!!!
2. I was denied the breakfast benefit at reception and didn’t receive any other welcome gift. They reception staff said this hotel doesn’t offer breakfast as a benefit, as a platinum member I could only have breakfast in the Lounge. A 2nd member of reception staff confirmed this. On my final day when I spoke to the manager about the refund, I also mentioned the breakfast and he told me that the reception staff had made a mistake and I was eligible for breakfast in the main restaurant! He allowed us to have breakfast on the final day in the restaurant… Frustrating!!!
I contacted Marriott customer service and they offered me the £20 refund and 10k in points as compensation
My thoughts are that the £20 isn’t compensation, it’s just money that they owned me. And the 10K points is just refund for the lack of breakfast. So they not providing any compensation, just giving me back what I owed.
Am I right to expect more??
I’m confused, did you have the lounge breakfast or not? And if you did, was it much worse than in the restaurant?
Yes I did get lounge breakfast but it was only a cold breakfast. Cereals, cheese, breads, jam that sort of stuff.
But even if it were better, I was still eligible for the breakfast benefit, or a different benefit as part of my status.
Maybe I expect too much?
Please name and shame the hotel as the 1st is basically theft and the second is failure to comply with brand standards.
I stayed at a Marriott hotel in London a couple of days ago for a 2 night stay booked via Marriott (I’m titanium)
At check in they took the money off my card for the 2 nights plus a 50 deposit
Later that evening they charged my card a random amount , second day they charged my card twice 2different amounts at different times of the day and then after checking out my card was charged again in the evening
All various amounts with no explanations , the correct reservation charge was posted the rest im hoping will drop off . Complained , hotel said it was deposits for the reservations (what a load of rubbish) was given 5k points comp for the inconvenience
Yes I did get lounge breakfast but it was only a cold breakfast. Cereals, cheese, breads, jam that sort of stuff.
But even if it were better, I was still eligible for the breakfast benefit, or a different benefit as part of my status.
Maybe I expect too much?
Possibly you are expecting too much. There isn’t a cash alternative if you elected not to take the ‘free’ breakfast and you are arguing about the value difference between a cold lounge breakfast and a restaurant breakfast that may or may not have been any good. It’s a relatively small issue and also subjective as to whether you have been shortchanged, and if you have, by how much. If the breakfast was so important, it would have been better to have resolved the issue at the time; harder and more time consuming to resolve later.
The mess around the £20 is very shabby and incompetent but doesn’t really feel like a compensable issue.
What property is this? The issue about not being able to take breakfast in the main restaurant instead of the lounge makes it sounds like a Marriot or JWM. Legacy SPG never had this policy so I don’t run into it when I stay at Westin, Sheraton or Renaissance.
Given you got the money returned and did you get breakfast the second day I think 10K is reasonable enough for service recovery.
There’s DYKWIA guys like Sebastian of Loyalty Lobby who would demand 50K for finding a hair in the bathroom but 10K seems reasonable in this case.
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