www.CostaRicaTicas.com

This isn't about a hotel in CR, but in Baltimore. It happens to be a recurring theme in hotels though, so I thought I would post it.

I have long been a Hilton user. I have always avoided Marriotts, b/c I have always thought they were pretentious.

Then came courtyard, and I really enjoyed them.

Recently I have been staying at a "full service" Marriott (whatever the hell that means), MOSTLY because it's 90 yards from my desk at my current contract...

I've been there for 2 months. I was PLANNING on being there for the next 2 months.

Today I got my bill for the room, and 2 of the 3 nights were $100 over my normal rate.

I talked to the people at the front desk, pleaded my point, got no joy.

Talked to the manager, same reaction...

I don't understand! For about $200 they're going to loose me for the rest of the year.

I absolutely refuse to stay somewhere where they don't treat me well.

It seems ludicrous that they're willing to loose a customer of 2 months, that will be there 2 more months, for this...

I'm miffed and pissed.

Well, I'm positive that I will not stay there again. They've lost multiple thousands b/c of being stubborn.

QBF, I'm sorry about your troubles. Many service businesses have absolutely no clue how to run it correctly, it's surprising sometimes that they are actually in business when you see how they handle things.

How was the "full service"?

Which accounts for the extra cien per night charge, no doubt. QBF, I told you that you should switch to staying at ZB, but you want nothing to do with them.


Ciaociao

Not to worry QBF, Zona Blue is thinking about expanding into Baltimore in the near future.Seriously though some of those hotel chains should pull their head out of their ass!

Yours is not an isolated experience...
I would suggest to speak to the manager in charge (daytime would be best)...
Explain your concern and the benefit to him...
Ask for his name so he can be contacted later, possibly HIS manager if necessary...
Don't be timid about being a valuable customer along with all the other fellow travelers in your company....

Buena suerte....

Yeah, about the "full service"...

I think they mean that _I_ get the shaft...

Let's say you get nowhere with the staff, day manager, night manager whatever, go right to the top. Write the president of the company. I'll be very suprised if that doesn't do the trick. A friend of mine actually tracked down the president of Hertz to his home, he not only solved the problem for my friend, now when he calls for a reservation, he gets royal service. Something tells me he's in the computer system, as in "if this fellow needs a car take care of him, etc., I don't need him calling me".

Fly Boy, I don't think that strategy works any more.

Presidents of large companies (including hotel chains) never see mail addressed directly to them unless and until the letter has cleared four or five levels of subordinates. Often letters of complaint are stopped by a fairly junior secretary and dealt with.

I was horribly mistreated last year by Northwest Airlines, a story I won't repeat here. I sent a letter to CEO Doug Steenland. My reply from NW Airlines was a terse letter informing me that I should never try to contact the King Himself ever again...and offering me 500 frequent flyer miles as compensation.

A better person to contact is the director/V.P. of customer relations. It will take some research to find him/her, but will almost always be worth the effort.

QBF, I think their attitude was beyond short-sighted; I think they just started Marriott on the path to corporate suicide. If I were you, I would write every travel website and magazine on the planet and state your case.

Marriott's properties have never been favorites of mine, and not because of ostentation. I find their service cold, unfriendly and perfunctory...the least effort possible has always been extended. They seem to forget that they are in the hospitality business.

_________________
Pura Vulva! Wandering through the dark, I am El Ciego.

EL C, OK, we agree to go higher than the m/f in charge on the site. BTW, my same pain in the neck friend also called the head of a Mariott chain, complaining that division didn't carry Headline News and the Weather Channel. A few months later, the same division head called to let him know those two channels were now at every location. I hate to tell you what he told the fellow at Coke who decided to drop regular Coke for New Coke, if you remember that debacle at Coke.

Yeah, it can be amazing. My Dad was in advertising (invented the Pillsbury Doughboy among other things). He always talked about "the one letter that pours in..." Smart executives understand that one dissatisfied customer can start a snowballing effect; word of mouth is the most powerful advertising, and bad word of mouth can kill a business.

That's why QBF's experience is mystifying. Knowing that he had already been a guest for two months and knowing he was reserved for another two months, why would they risk their reputation as well as their revenue? Crazy.

_________________
Pura Vulva! Wandering through the dark, I am El Ciego.

the idiot in charge said "we would hate 2 c u leave, and we know there's lots of competition around here... (5 hotels w/in 8 blocks) but that's the sales policy... REALLY DAFT.... oh well, they've lost me... but I will go talk to that guys boss...