Warning: Gov't Grant Phone Scam  by spooke    Posted 2007-06-11

Updated: Marriott and its Affiliates

Click here to read the resolution. See? Fight Crap really works!

-spooke

Blacklist: Marriott and its Affiliates

I have always thought of Marriott as a higher-end chain hotel - way too expensive for a pit stop, but a strong contender for value when work foots the bill. And so, I am a rewards member, or at least was until today.

Their customer service spoke volumes about Marriott's impression of Joe Customer over Joe Corporate this afternoon. Not only were my concerns dismissed, they were done so without any sense of empathy or even courtesy, at times. Allow me to set the stage...

TurboTax offerred a portion of your tax return in gift cards this year. Knowing I would use them and liking the 20% Sponsor match, I elected to accept $600.00 in Mariott gift cards. Of course, the S/H and processing fees ate up $80 of my $100 savings, but that's TurboTax and it'll be a separate article.

I believe the contents of the letter below will sum up the rest of the situation, but I will add that the quotes were taken in direct context to our conversations. I have submitted the letter to internet.customer.care@marriott.com and will await their generic and unconcerned response..

The above confirmation number is one of two confirmations (88844938 and 88845774) for the same upcoming weekend. Two separate reservations were made at a Fairfield. Prior to making these, I called online reservations to confirm that payment could be made using Marriott gift cards because the online reservation said "credit card deposits only, and I have $600.00 in gift cards to spend. I was told by the representative that the charge to my credit card holds the reservation and that the gift cards could be applied upon arrival. She remained on the line and walked me through the online reservation process. I still added in the comments that the rooms would be paid for via Marriott gift cards.

Today I have learned that the reservations are advanced purchase and that gift cards cannot be applied, even though my confirmation email mentions the "credit card DEPOSIT" explicitly. I also learned that there is no Quality Review done by Marriott.com or the individual hotels receiving the reservation.

I have called online reservations, guest services, and gift card services to voice a complaint. Their response was cold and at times, rude. I have been told each of the following:

"There is no way to track a call unless you make a reservation."

"You can't always believe the online reservations people - you should have read the fine print."

"You should apply the $600 towards incidentals on your stay."

"The giftcards are transferable - you can sell them."

"There really isn't a quality review for online reservations. The hotel receives the comments but they really don't read them."

I was shocked at the responses which came from three different people in three different departments. Obviously they have not been trained on valuing their brand.

Unfortunately, I already expect this will also fall on deaf ears, but I will continue to request a full cancellation/refund for my reservation and my Marriott gift cards.

Until today, I had nothing but compliments regarding Marriott Hotels and their service. I am sad to say that I may be recommending my IT organization to remove Marriott and its affiliates from their approved corporate travel list.

Their Automated reply:

Dear [my name],

Thank you for contacting Marriott Customer Care. We value your loyalty. Marriott associates take personal responsibility for maintaining the level of service with which Marriott guests have become familiar.

We will research your inquiry and respond in a timely manner.

Again, thank you for choosing Marriott, and we are eager to welcome you back during your next trip.

Regards,
Andrew S.
Marriott Internet Customer Care

I received the same form response mailing from the following Customer Care specialists (I suppose I submitted my complaint a few times, including one Contact Us in the UK):

Regards,
Danielle J. [removed]
Marriott Internet Customer Care

Regards,
Jamie D. [removed]
Marriott Internet Customer Care

Regards,
Keith F. [removed]
Marriott Internet Customer Care

We'll see who has the weakest response! So far, the Online Reservations rep who suggested I committ $600.00 worth of "incidentals" is our front runner.

spooke is a weekly columnist for ChasingTowers. He can be reached by emailing spooke@ChasingTowers.com.

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