A Titanium elite recounts being walked from a Sheraton to a pricier Aloft next door, then denied Marriott's ultimate reservation guarantee.
What an absolute load of crap by Marriott. I can understand your frustration about something that should be cut and dry. Hopefully someone in the blogosphere can help amplify your issue and get proper resolution.
its Marriott they HATE their "customers" ie the guests they only care about the owners. As a general rule STAY ELSEWHERE
after what they did in the Sonder mess why anyone would ever trust Marriott for anything is beyond me
When Sonder happened I cashed in all my points cancelled all my reservations and went elsewhere. YOU SHOULD TOO
Moral of the story....time and time again, Marriott isn't worth it. Status there is at the discretion of an individual.
I am Titanium Elite Bonvoy status and had a 6 month reservation at the Marriott Diplomatic Quarter, Riyadh Saudi Arabia. I negotiated a very very good long term stay deal, which was low.
During a 3 week period during my stay, there were several high level international conferences and events that were going on: FII, WTA women’s tennis finals, and something else.
The marriott could sell my room for 10X the rate I had so they moved me to another marriott property several miles away. They didn’t ask, just told me via a note under the door that my reservation had changed and I had to be out.
My work was next to the original marriott and now had to pay significant costs daily to come and go from where I worked, when I was able to walk 5 minutes to work. I incurred several hundred dollars in transportation costs.
They didn’t apologize. Didn’t do a darn thing. I complained and they didn’t want to hear it. I contacted Marriott corporate HQ and only after several calls and letters to the CEO did I ever get a response. I was given 40k Bonvoy points as my compensation. With the million plus points I have, I don’t really care about points. It’s the principle and the fact that they treated a 250+ night/year marriott customer like that is outrageous.
Since I am platinum for life marriott, I don’t go to Marriotts any more because of this. I am getting my status elsewhere and giving my hard earned money to those with far better customer service
Why did you redact their names? Also, I find it easier to just file a small claims suit (in Florida they work well) and the company usually settles during mediation and pays the court costs. I never sign an NDA because I also publish settlement results when they get snitty with me.