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When Jessica and her family tried to check in on Friday 9/28 she learned that
her reservations had been mysteriously canceled. Fortunately they were
able to rebook her in adjoining rooms as requested.
Jessica and I stayed in 2 separate rooms on Friday (as planned) and then
intended to share a room on Saturday. Instead of booking one of us in the
same room both nights, they booked us in 3 separate rooms. Therefore we
were each required to check out of our rooms and move all our luggage &
clothes & golf clubs, etc, to a different room on Saturday morning.
When I made my reservation I specifically requested that this not happen.
After taking pictures at the church on Saturday afternoon, I had about a 1/2
hour to relax before the wedding so I decided to head back to my room at the
hotel. When I returned my key did not work in the door.
I asked at least 3 times (when reserving the rooms, when checking in, and when I
moved from one room to another) that they ensure that my Marriott Rewards number
was included on all of our rooms. After long delays after I gave my
MR# over and over, nothing to date has registered on 3 of the 4 nights.
Lastly, but most tortuous, we had the issue with the gift bags. Jess and
company prepared personalized gift bags (with water, snacks, etc.) for all of
the wedding guests staying at the hotel. Despite at least 10 requests and
reminders to please distribute the bags they sat idle behind the hotel check-in
desk. Despite repeated assurances that the bags would be delivered they were
not. We were even lied to and told that the bags were delivered when
they were not. They would finally be delivered the night of the wedding.
The kicker was when Catherine Mimbimi-Duckett asked that the bags be delivered
immediately, the smart girl at the desk sharply asked, "Why? What's
in them?" This prompted Catherine to explain a couple things to the
young lady. A letter of apology, gift basket, and free room shortly
followed.
This
is not a call for a grassroots boycott of the Marriott. On the contrary-
this hotel is a major part of the East Lansing downtown community and we all
hope they do fine. The people responsible for these screw-ups are probably
just college kids who aren't motivated to provide customer service.
But that does not mean the Marriott shouldn't work to improve.
After
we checked out of our "Friday" rooms and into our "Saturday"
room, we received a letter from Marriott explaining that due to tight conditions
the concierge services would be reduced. This is understood, but along
with these cost cutting measures perhaps the Marriott should focus on
inexpensive ways to help keep its good customers happy. Things like
addressing the painfully simple requests of their paying guests...especially
those who are responsible for filling your hotel for two weekend nights.
UPDATE:
The Marriott Responds!
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