Read the full saga:
- Marriott Bonvoy Confirmed Suite Upgrade Downgrade
- I’d Like To Speak With The Marriott Manager!
- I’m Speechless: My Awful Marriott Check-In Experience
- My Four-Hour Stay At Marriott’s Aegon Mykonos
- Aegon Mykonos Responds To My TripAdvisor Review With Lies
- I Received An Apology From The Aegon Mykonos…
Yesterday I wrote about how I used suite night awards to confirm a room upgrade at a Marriott in Greece, but the hotel claimed it wasn’t able to honor it. I wanted to provide some follow-up on that, as I’ve finally been annoyed enough that I’m ready to speak to the manager.
In this post:
I’m too passive, but enough is enough
In the past several years I’ve no doubt become more passive when it comes to customer service issues. Why? Life is too short to always get aggravated, and at the end of the day there are endless things one can get frustrated about when traveling. Perspective is important, so instead I usually just try to focus on the positive, and at least feel good knowing that I can warn people about these experiences through my blog.
That being said, enough is enough. I’ve booked four Marriott properties in Greece, and the experiences have been less than seamless, to put it mildly:
- At the first property I wasn’t offered the guaranteed elite welcome amenity (which would have entitled me to $100 cash compensation, but which I didn’t request because I would have felt bad), and the hotel generally did a bad job managing expectations
- At the second property the hotel assured me I’d be refunded suite night awards following a reservation change, but Marriott Bonvoy customer service told me to pound sand
- At the third property I was literally informed the night before that the hotel wasn’t open, and that I’d be walked (more on that in a separate post)
- At the fourth property I had confirmed a specific suite upgrade with suite night awards, but the hotel is refusing to honor that, claiming it has proof that these were never approved (even though I have proof that it was approved)
Readers pointed out in yesterday’s post that I’m being too passive. That’s a sentiment that Ford expressed as well. With this latest issue I decided I’m not going to just take it on the chin.
My issue with the Aegon Mykonos
In the previous post I didn’t mention the name of the hotel (yet), though let’s change that. The property in question is the Aegon Mykonos, a Marriott Autograph Collection property.
I shared my initial communication with the hotel in the previous post, so let me share how that communication continued (again, see the previous post for context):
Me: “I would like to keep the same room type for the entire stay, so would you be able to offer a somewhat comparable room with a private pool and at least refund the suite night awards? Thank you!”
Hotel: “Because of GDPR we do not have access to your points. You can contact Central offices in order to request back your points. There is no property who has access to any guest points. Even if you access to the system we do not have any available suite on your arrival dates. We already created a New Case in the system concerning your reservation. Is there anything else I can do for you?”
Me: “You don’t have any suites available on my check-in date (tomorrow)? Even though several are available for sale on Marriott’s website for the entire duration of my stay?”
Hotel: “This suites that you see are not with the infinity pool. We have Aqua suite with Sundeck (Junior suite) with view to the garden which we suggested you to take it for all your stay. Are you happy to take this room?”
Me: “No, not really. It doesn’t have a pool or sea view. Would it be possible to get the Aegon Suite instead? It sells for less than the suite we were confirmed it, it seems to be available, and also has a private pool.”
Hotel: “The Aegon Mykonos is separated in two properties the Retreat and the Revive. The Retreat compound is yet closed. The Aegon Suite is located at Retreat compound and it is the Presidential suite that we have. Nothing to do with the infinity suite that you have requested.”
Me: “So the suite is being sold even though the retreat compound is closed? I understand that this isn’t your fault, but I had a specific CONFIRMED suite, and the whole reason for suite night awards is so that they’re guaranteed before check-in, as you saw in the email confirmation I forwarded you. I know system errors happen sometimes, but that’s between the hotel and Marriott. I don’t feel like anything is being done to remedy this situation in a satisfactory way. Please either have the general manager reach out to me prior to check-in, or find an acceptable solution.”
Hotel: “I have informed the General Manager concerning your case. He will be meet you upon your arrival.”
I mean, I don’t even know what to say here, though at least hopefully readers (and Ford) will be proud of me for standing up for myself. One of the reasons I’m publishing this post now is so that I’m actually accountable for how this goes down at the hotel.
Unfortunately it seems like that this may only be the start of the problems with this hotel. Here’s what the hotel claims that the pool looks like. Meanwhile here’s what the pool actually looks like, according to a friend at the property:
Is photoshopping hotel pictures a standard practice at Marriott, or does this hotel just do what it wants? Standby OMAAT readers, this should be fun!
Bottom line
Unfortunately Marriott has disappointed me one too many times on this trip. I just accepted everything up until now, but I’ve reached the point where I’m going to stand up for myself. Stay tuned, I’m going full-on “I need to speak to the manager” (politely but firmly) here.
Predictions on how this is going to end? 😉
I have been following news about maeeiot for 3 years now. I have read many articles aboit the ceo dude saying he had no one working the hotels and wouldnt raise wages bc that is the responsibility of the guest to tip. Many arricles about that. Then aeticles sescribing upgrades to hotel esthetics but a removal of thinga like breakfast or waterbottles..small amenities that make it worth it to stay at a marriot property. But...
I have been following news about maeeiot for 3 years now. I have read many articles aboit the ceo dude saying he had no one working the hotels and wouldnt raise wages bc that is the responsibility of the guest to tip. Many arricles about that. Then aeticles sescribing upgrades to hotel esthetics but a removal of thinga like breakfast or waterbottles..small amenities that make it worth it to stay at a marriot property. But i have read many many stories like urs. The hotel staff says they dont have access to this info or that AND they are unwilling to honor anything that the guests were expecting based on their point situation, their guest level status and the confirmed room details they booked. For 3 years every single story is a review of how bad marriot is treating their guests. There was one complimenting some remodel of a certain type of property and on review that was not too bad...but literally all the other reviews were like this one here u wrote. I have told everyone i know here in crested butte to stay anywhere but a marriot property when they travel. I seriously cant believe how they blew u off and contradicted the website info. Their front desk teams and gms take no ownership when approached regarding the rooms. Nicely written. Thank you
I'm guessing you haven't heard Andrew Henderson's experience (s) with Marriott & its' Bonvoy fails. The greed of these companies, their ignorance, coupled with the lack of consumer advocacy support, fuels continued disdain to the consumer, falls on deaf ears with full pockets.
Ben contact me I have Marriot corporate information you'll find useful.
Did you at least try to tip your front desk agents, and then some?
Did you know front desk pepe try to make everything possible for the guest to exceed their stay; they are central to the entire operations, and the least rewarded. At least there is a "housekeeping week" in hotels, but not a front desk one, or maintenance, etc, and the FD are usually paid close to nothing as housekeepers, usually maintenance...
Did you at least try to tip your front desk agents, and then some?
Did you know front desk pepe try to make everything possible for the guest to exceed their stay; they are central to the entire operations, and the least rewarded. At least there is a "housekeeping week" in hotels, but not a front desk one, or maintenance, etc, and the FD are usually paid close to nothing as housekeepers, usually maintenance is paid a lot more. I recommend next time swaying the people who are in control of WHERE you are to stay in the hotel. Guests can be very unappreciating to how the system works, and I am an old hotel employee. I have worked for multiple brands and franchises, and every hotel is very much different, but the guests can be the ones that help the staff members experience to be better, as well as to improve that of the guests.
Tip your front desk agent with money, food, tickets, etc. You might get better care in return, especially with the shit pay they get.
Unfortunately,, based on years of experience I must assert that attempting to use time share is like booking a room at the Winchester house. I'm talking about any point plan that sells use but actually guarantees nothing. It's all bad. A bizarre kafquesque experience. Call the hotel(s) directly and book your room in advance with a minimal deposit (use a credit card guaranteed payment) at the best rate you can confirm. Don't be afraid to...
Unfortunately,, based on years of experience I must assert that attempting to use time share is like booking a room at the Winchester house. I'm talking about any point plan that sells use but actually guarantees nothing. It's all bad. A bizarre kafquesque experience. Call the hotel(s) directly and book your room in advance with a minimal deposit (use a credit card guaranteed payment) at the best rate you can confirm. Don't be afraid to call back again to get a better rate than at first confirmed. Competence varies with the agent on the other end of the call.
In regards to the pool pictures, how are the "hotel" picture & the "actual" picture different? All I can tell is it's just a slightly different angle. I don't see any photoshopping.
Keep in mind, pictures posted of the website are usually taken before opening or right after a remodel. So it can be possible for a hotel to make some decor changes or furniture can be in different locations than from when the...
In regards to the pool pictures, how are the "hotel" picture & the "actual" picture different? All I can tell is it's just a slightly different angle. I don't see any photoshopping.
Keep in mind, pictures posted of the website are usually taken before opening or right after a remodel. So it can be possible for a hotel to make some decor changes or furniture can be in different locations than from when the initial picture was taken. Those are always setup & taken by a professional to reflect the very best & make you want to stay there.
I have worked at several properties within 3 different major hotel chains in the US, including Marriott (3 were Marriott managed properties). In the US at least, managers have the ability to reward a loyalty member with points. Yes, the can not get "into" your account specifically, but they can advocate on your behalf with the loyalty program's customer service department. Managers can speak with them to get points re-credited to your account, they can award you with an amount of points (including awarding you the same amount that you spent in regards to your issue), or they can give you a Gift Certificate for their hotel for the equivalent of what you reserved.
With that being said, all of these options & amounts are at the discretion of the manager &/or the franchise owners. Whether awarding points or giving a gift certificate, it costs money for the property to do that. If they award points, the loyalty program (i.e. Marriott) will charge them for the amount of the points.
I have worked at several franchise managed properties, and unfortunately there are alot of franchise owners that will not authorize or pay for these kinds of "extras". At which point, the staff's hands are tied, even though the individual (most likely) wants to help & satisfy you. It sucks, but that's the way it is. Trust me, it sucks to be the staff person that has to adhere to that too. So please try not to get to mad at the Front Desk clerk especially. The majority of the time, they want to help you but they are just doing what the manager & owners have instructed them to do. It's also possible that the desk clerk has not been been empowered to be able to offer you alternatives.
Also, this person mentioned the dreaded "Walk" scenario. Marriott & Hilton especially, have rules in place for this. The higher your level in the loyalty program, the more perks you get. Hotels/staff are instructed not to Walk Diamond or Platinum members especially. This group is almost always guaranteed a room, have their own reservation line/site & are able to make a reservation even if the hotel is sold out of that room type, or altogether, & they will be the 1st to be upgraded if available. If Walked, one thing this group gets is a set number of points (again the hotel is charged for this). So, if you are not a loyalty member or book through a 3rd party & the hotel is oversold, you will be the 1st to be Walked.
Why does a hotel oversell then? This one was hard for me to understand for awhile & always gave me a ton of anxiety until I learned more about it. 99% of the time someone will No Show. A hotel can be sold out even a day or more ahead of time & someone will still not show up. So, managers will allow the hotel to be oversold on standard rooms. If they don't & they end the night with even one room vacant they've lost revenue. If they sell & fill all rooms & have to pay for someone to stay at another hotel, it is still cheaper to Walk 1 person because they don't have to pay overhead costs or labor or food consumed (if applicable).
Really? You don't see the prominent power lines in the "actual" picture of the view from the hotel? The hotel photoshopped them out of the image provided to Marriott for its website so that potential guests wouldn't see them. Worse, when confronted with the discrepancy, the hotel owner/management lied about it in its reply to Ben's review on Tripadvisor, claiming that the power lines were only recently erected due to the "fast pace construction development"...
Really? You don't see the prominent power lines in the "actual" picture of the view from the hotel? The hotel photoshopped them out of the image provided to Marriott for its website so that potential guests wouldn't see them. Worse, when confronted with the discrepancy, the hotel owner/management lied about it in its reply to Ben's review on Tripadvisor, claiming that the power lines were only recently erected due to the "fast pace construction development" on Mykonos. Google images establish that the power lines have been there for at least 10 years -- before the Aegon was even constructed. When called out on this website for this and the many other falsehoods in its reply, the hotel was shamed into withdrawing its response to Ben's Tripadvisor review.
I also wonder if you've really read and understand Ben's postings. The hotel was also not "overselling," but was confirming Ben's reservation for rooms that did not even exist and then tried to lie about that as well. This is not protecting against "no shows," but trying to sucker a potential guest into staying there when they might not otherwise choose to do so. The hotel also claimed to have beachfront rooms as well as infrastructure on the beach that it does not have. Frankly, all of this smacks of a hotel desperate to get tourist dollars in, no matter what it takes.
This was also not a case of a lowly desk clerk not being empowered to award points. The general manager was the one offering Ben points worth about $5 per night for not giving him the suites he was promised and having to change rooms mid-stay. They should have been apologizing and comping a nice dinner at a minimum.
Frankly, who wants to deal with this kind of upsetting non-sense on holiday? That one of the owners thought it appropriate to confront Ben and accuse him of illegal activity for posting the Marriott website photo next to his own on this website indicates this bad attitude towards their guests comes from the top. Postings and photos on Flyertalk about this hotel indicate that the owner's dogs are free to roam through the dining room, begging for food from diners or sitting on the banquette at an adjoining table, and that business meetings with the owners are held in the area where breakfast is served while guests are there. These activities, condoned by the owners, is not consistent with the kind of environment expected by guests to a "five star" resort charging over 1000 Euros per night for some rooms.
Best to avoid this place until they bring in new management and/or new owners take over.
I wonder if this interests you: https://viewfromthewing.com/hotel-complains-about-marriott-elite-members-trying-to-scam-free-breakfast/
Essentially other bloggers are also completely quitting Marriott over similar kinds of treatment
I WILL NOT EVER CHECK IN ANY MARRIOTT'S IN THE WORLD UNTIL THEY GET THERE INTERNATIONAL LOCATION'S IN CHECK ...
IM GLAD SHE POSTED HER POST .
THIS IS HORRIBLE WE SHOULD BOYCOTT THEY ALL INTERNATIONAL AND NOT BOOKED THEM AT ALL.
IM GOING ON VACTION TO GREECE GLAD I SEEN THIS POST NOT BOOKING THEM BOYCOTTING THEM.
THANKS FOR YOU POST
Interesting you had issues with the Marriott in Greece. They were always great to me . Having the private pool is awesomest fun and can lead to great nite time play.
Good luck going forward
Good for you Ben. Enough should be enough.
Very disappointed in the lies of a suite upgrade.
Am disappointed as well for the treatment I received from Marriott Courtyard located in Fort Lauderdale by the sea 5001 N Federal highway. The treatment there was inhumane . Very first day we arrived my sister who accompanied me there on a doctor's visit because I was moving around on a walker and couldn't do much for my self. While lying in bed trying to rest the panel from the air-conditioned fell and hit her...
Am disappointed as well for the treatment I received from Marriott Courtyard located in Fort Lauderdale by the sea 5001 N Federal highway. The treatment there was inhumane . Very first day we arrived my sister who accompanied me there on a doctor's visit because I was moving around on a walker and couldn't do much for my self. While lying in bed trying to rest the panel from the air-conditioned fell and hit her on her head therefore she had to be taken to a nearby hospital by ambulance after she had seen the doctor and needed to get back to the hotel I called the front desk and asked if the shuttle could of picked her up which was right around the corner from the hotel the guy who answered the phone talked to me like an animal and then said she needs to find a ride to get back because the shuttle only go with in a certain distance around the hotel. They never tried after that to accomadate us, up to when we left we were still in the same bad smelling room that as if was never cleaned before we checked into it.
So you're publishing this before you get there? Feels like you're using your position to get preferential treatment. This should have been published after your trip so readers know what they should expect
I am unable to insert a photo of our “Garden View” @ the Marriott Wailoa…let’s just say we looked from our balcony out over the extended rooftop of another wing. Not one single view of anything green.
It seems people are unaware of how badly the hospitality industry is doing right now. Scraping by to keep the lights on and as soon as everyone gets their stimulus Hotels are overwhelmed bc they have no staff. Restaurants are closing because they have no staff. Workers and managers are over worked bc the lack of employees and/or product (bc vendors are having the same issues) managers are being attacked left and right by people...
It seems people are unaware of how badly the hospitality industry is doing right now. Scraping by to keep the lights on and as soon as everyone gets their stimulus Hotels are overwhelmed bc they have no staff. Restaurants are closing because they have no staff. Workers and managers are over worked bc the lack of employees and/or product (bc vendors are having the same issues) managers are being attacked left and right by people looking for a hand out bc of lack of amenities and honest mistakes. Clearly this person has not worked in the service industry especially thru a pandemic.
The Hotel can only agree to what is available. For example if a Hotel have 3 wedding parties and a convention that is booked to last through the weekend. And Marriott Bonvoy member with status will not get an upgrade because it is not available. It hard to throw a person out of a suite that actually paid estimated amount of $800 a night versus a person that want an upgrade for free. I always...
The Hotel can only agree to what is available. For example if a Hotel have 3 wedding parties and a convention that is booked to last through the weekend. And Marriott Bonvoy member with status will not get an upgrade because it is not available. It hard to throw a person out of a suite that actually paid estimated amount of $800 a night versus a person that want an upgrade for free. I always book the room I want and just pay for it. Upgrades only happened if it is available. Enjoy Greece and the culture who cares about the hotel. Anyway you will spend most of your time experiencing Greece and the culture. Life is to short to get worked up over a room. You have the greatest opportunity to visit Greece and the people. Life is to short. Marriott is still the best and always. The managers and staff will give you anything if it is available and they will upgrade people with no status. They are groomed to serve. They feel good when they can upgrade when it is available. Always be nice because I find people will help you more. Please keep in mind when booking what events are going on. For example if you want a quiet hotel because you are light sleeper please do not book at a Hotel where they are hosting weddings and events. Just call the Hotel and ask them what going on before booking. Check out the Hotel culture before booking.
Yuck. None of this surprises me. I used my points for a stay at the W in New Orleans and even after calling them beforehand and notifying them that this was a special occasion, my boyfriend and I were walked the first night. Pretty poor experience. They also told me they would refund my points for the first night, which never happened after several calls to Bonvoy customer service. I finally gave up because I won't be staying at Marriott properties anymore anyway.
Because its a special occasion for you the whole world stops? So your the only person in the world having a "special occasion". You've got to be kidding. It's people like you that need to stay home more often and educate yourself. The whole world is not checking for you.
We have experienced the same at the Courtyard in Miami, Fairfield Inn in Key West, Renaissance in Inner Harbor and we are Titanium members. The behavior is simply rude, abnoxious and unhospitable. They have forgotten that they are in hospitality business.
I think you forgot that hotels are a business and their only goal is to make money. You might be titanium but I'll bet my minimum wage job that you only got that from business travel. The only thing obnoxious is your entitlement
Dude you sound more like you're being petty rather than standing up for yourself. To bad so sad that you're not being catered to in the way you feel you should.
No staff member in any Marriott property has access to your bon voy account. You have to contact customer service just like at Hilton.
If you don't want to see power lines go camping.
stay at the Hilton properties. So much more management friendly and accommodating
@Rk
This sounds like an overgeneralization from a Service Provider. There are many customers who come through business doors with a misplaced sense of entitlement and therefore look for reasons to complain... and then milk their complaints. However, the fact that a customer like Ben has first let things go shows that obtaining muscled rewards is not the name of his game.
The straw that breaks the camel's back is not heavy enough to...
@Rk
This sounds like an overgeneralization from a Service Provider. There are many customers who come through business doors with a misplaced sense of entitlement and therefore look for reasons to complain... and then milk their complaints. However, the fact that a customer like Ben has first let things go shows that obtaining muscled rewards is not the name of his game.
The straw that breaks the camel's back is not heavy enough to do so at all. It's the accumulation that takes place beforehand that gives the final straw its weight.
The Pandemic has hit us all...in all areas of our lives. But the Pandemic has not created new characters within us. If anything, it has stripped away the fluff to now expose the truth of our character. Individually and corporately. And unfortunately, the displays have not all been upstanding.
The burden is on Marriott here to make things right according to industry standards. We can't fault the first travelers of the open season. Business planning or the lack thereof takes the brunt of the blame for hiccups and the rest can be chalked up to the fact that opening up after a Pandemic was always going to be a faith leap into the unknown.
You can't change the number or the motives of customers who complain, but you can change how you internally process those complaints so that you can be one who influences better, more empathetic, more heartfelt, unbiased responses. Not faked 'good' responses or all out poor reactions.
..... take your stand Ben.
This is quite a ridiculous article. Though I’m not quite sure why this popped up on my current events feed, I somehow made it through this privileged article. I do understand you have some awards/upgrades you are entitled to.. but in a world still in the midst of a pandemic this article seems pretty tone-deaf. I believe the messages you’ve posted from the hotel associate are professional enough, and so what if the picture of...
This is quite a ridiculous article. Though I’m not quite sure why this popped up on my current events feed, I somehow made it through this privileged article. I do understand you have some awards/upgrades you are entitled to.. but in a world still in the midst of a pandemic this article seems pretty tone-deaf. I believe the messages you’ve posted from the hotel associate are professional enough, and so what if the picture of the pool is edited? Every single hotel/Airbnb I’ve stayed at has done this, as well as apartment buildings. Can you write about something of substance?
I love Marriot resorts, suites and hotel.
I me some marriot!!! I'm glad to be a Bonvoy member
I stayed at this hotel in august 2019 - one of the first people to do so. We were contacted by my ambassador a month before the trip because they were not sure if the hotel would actually meet their opening date (although at the time Marriott didn't have anything to offer me as an alternative...go figure). When we arrived it was still very much "under construction" (same issue with the two different areas of...
I stayed at this hotel in august 2019 - one of the first people to do so. We were contacted by my ambassador a month before the trip because they were not sure if the hotel would actually meet their opening date (although at the time Marriott didn't have anything to offer me as an alternative...go figure). When we arrived it was still very much "under construction" (same issue with the two different areas of the hotel, retreat/revive (?) and only one was open, dirt, trash and construction equipment everywhere along the walk to the beach). Although my SNA's didn't get confirmed, I noted the same issue where they definitely had suites "available" for sale on the website even though I wasn't upgraded.
The hotel experience overall was pretty shoddy and it's in a pretty bad location on Mykonos (not close to anything useful) so I would not stay there again. But at the time I wrote off all the Bonvoy and Service "issues" to them just being barely opened and clearly struggling. Sad to see that is not the case and nothing has improved in 2 years.
I would suggest calling the platinum or titanium line and speak to Marriott directly
The swimming pool photo is noto photoshopped. Its's just taken in a differet moment, with opened umbrella . the tree and the hape of the pèool is exaclty the same. They just enphatize the pink colors of sunset in the picture.
I work for Marriott as a Front Desk Manager and what the staff told u of not being able to give back ur points is total BS. They're right they can't get into ur points like to take them away but EVERY MANAGER has the ability to Give pts to guests. Its one of the "so sorry we messed, would 10,000 pts satisfy u?" kinda things. They have every ability to make things right including...
I work for Marriott as a Front Desk Manager and what the staff told u of not being able to give back ur points is total BS. They're right they can't get into ur points like to take them away but EVERY MANAGER has the ability to Give pts to guests. Its one of the "so sorry we messed, would 10,000 pts satisfy u?" kinda things. They have every ability to make things right including giving u the night for free. Don't give up! Call corporate & continue to let them know how they fucked up & By All Means post bad reviews about their hotel. That Autograph Signature property can be stripped of that Marriott title if they r not upholding Marriott standards.
4 bookings and 4 problems?
When your complaints revolve around not receiving complimentary gifts at check-in, and not being able to get a room with a private pool, I find myself a bit apathetic to your plight. On one hand Marriott could probably do better, but you also seem very unwilling to compromise or work with Marriott to find solutions other than exactly what was promised.
I am sorry for all your inconvenience and disappointments but for all the years I have travelled to Greece and the amount of time I have spent in Greece, My simple conclusion is that Your situation is typically Greek... Everyone apologises but the left hand doesn't know what the right hand is doing and Marriott is included in this shuffle... If and when I wanted a very exclusive place to sleep I went to a Greek owned hotel no big chain... Good luck
New web site is a downgrade...requesting the general manager for an upgrade to the original web site.
I have been working for Marriott properties for many years now. After those years, there is one thing I cannot comprehend. The obsession of room upgrades/views/higher floor etc. of the so called Elite members (elite in marriott status, but unfortunately in nost cases poor in behaviour and decency). I can understand that after years of traveling on the paid accounts of their employers, they want to feel special and want appreciation. But most of the...
I have been working for Marriott properties for many years now. After those years, there is one thing I cannot comprehend. The obsession of room upgrades/views/higher floor etc. of the so called Elite members (elite in marriott status, but unfortunately in nost cases poor in behaviour and decency). I can understand that after years of traveling on the paid accounts of their employers, they want to feel special and want appreciation. But most of the times they only sleep in the rooms and spend the day with sightseeing, yet if something is not as per their expectations there comethe magic words:" I want to speak to the Manager". Guys, just to be clear: hotels just opened up after a year of hibernation, most of them way
too understaffed and the employees are working 60-70 hours -unpaid of the extra hours - just to live up to the expectations. Yeah, mistakes happen, some of them can be rectified others cannot. Regardless, mostly the mistakes are made by the back office or the central reservation departments. You can blame the front desk team, you will get nowhere by doing that. So if you could show a little appreciation for the hard work they are doing, and be patientful you could get a much better service. And I am begging you: go walk, see the world and nut just the walls of your upgraded high floor suite. Thanks.
Amen!
- Former Hotel Front Desk Agent
Ohohooo si it went even worse... I am happy that you have raised your voice :)
https://www.tripadvisor.com/Hotel_Review-g6376021-d17822730-Reviews-Autograph_Collection_Aegon_Mykonos-Kalo_Livadi_Mykonos_Cyclades_South_Aegean.html
I’m still very interested in reading your stories. But you’ve gone from one of the easiest quality sites to Nightmare on Frequent Flyer Street in very short order. Under the old site I would by now have read the reports and comments, but interesting though this story is, I can’t make sense of this new system. It is about as user unfriendly as imaginable. Looks great but in respect of reader interactions it’s a real shocker...
SNAs were close useless when SPG offered them. Why would anyone expect them to suddenly improve under BonVOY?
That photo doesn’t look photoshopped. Looks like the photo you took except at a tighter angle, no?
Okay here is the thing. Everybody please, please, please be patient with hotels!!! Either they shut down and are struggling to open back up; rehire, retrain, and readajust to this new world. Or they have been open this whole time. If this is the case they saw the worst in humanity each and every day of work, they worked with a skeleton crew, feared for their own health and safety, killed themselves doing the work...
Okay here is the thing. Everybody please, please, please be patient with hotels!!! Either they shut down and are struggling to open back up; rehire, retrain, and readajust to this new world. Or they have been open this whole time. If this is the case they saw the worst in humanity each and every day of work, they worked with a skeleton crew, feared for their own health and safety, killed themselves doing the work of 4 or 5 people to keep open, and sacrificed a year of their lives all while taking huge paycuts. These same people are now being attacked by every privileged "Elite" member that suddenly wants to travel. Everyone is traveling now. So these same exhausted people are having to find, hire, and train new hires; who don't all know Marriotts upgrade policies. Or it's also possible there isn't enough housekeepers available to clean rooms. And one upgraded suite takes a lot more time, resources, labor, and energy to clean than a standard room. Sure hotels now have guests but they went a year with close to no revenue, things are definately not in the black for them. I'm not talking for everybody but from my experience hotel workers are hurting, they are dead inside, they have mastered the fake smile and cheery voice while many ARE NOT OKAY! I know you are tired of being cooped up. But that does not mean you can, nor should, you expect the world from these people; who have given more then they have in the tank. Marriott and all of the big hotel corporations are making these promises hoping to get people to travel without thinking or checking if it's even feasible for their exhausted workforce. So I'm sorry you didn't get your free upgrade. But for the love of any compassion we may have learned a year ago do not harass that poor manager! They will get back to where they were, but in the mean time all hotel workers need some of that kindness, love, compassion, and empathy that you are so used to recieving from them.
Thank you for this. Do you work at a hotel? I used to, so you sound to me like you have some 1st hand knowledge on how things run.
I can't imagine what my friends still in the industry have been going through.
sadly, having to work with the brand before... it is a common practice that they use edited or photoshopped images (expectation vs reality game).
Second time around on the subject of the day, that being general disregard for the redesign but wanted to add to the multiple comments assuming new version easier on the eyes/to navigate with iPhone than android that it’s just atrocious on the (my) iPad. Have been a huge fan of Ben’s work for a decade and look forward to daily check ins but this new design is a massive downgrade that works neither visually nor...
Second time around on the subject of the day, that being general disregard for the redesign but wanted to add to the multiple comments assuming new version easier on the eyes/to navigate with iPhone than android that it’s just atrocious on the (my) iPad. Have been a huge fan of Ben’s work for a decade and look forward to daily check ins but this new design is a massive downgrade that works neither visually nor intuitively and agree with others that the comments as viewable in OMAT 2.0 are a mess. PLEASE return to the prior version and offer options within comments to display oldest first or newest first as latter is handy when returning to a thread that sparked your interest to see what’s been said since your last read without having to scroll all the way down.
Seems the hotel did award you a suite just not the presidential suite you wanted. A travel blogger should be aware and have empathy towards what the world is going through, towards those trying to get back to the business of servicing guests. A blogger should have a duty which should not be about wanting to win free things out of situations and get compensations. A blogger should respect himself and have journalistic integrity, something...
Seems the hotel did award you a suite just not the presidential suite you wanted. A travel blogger should be aware and have empathy towards what the world is going through, towards those trying to get back to the business of servicing guests. A blogger should have a duty which should not be about wanting to win free things out of situations and get compensations. A blogger should respect himself and have journalistic integrity, something which you seem to have lost since you are all about getting free stuff.
Sorry but nothing is back to 'normal' ATM and it's a bit rich to be traveling now and expect all the perks when hotels have been closed for so long. You should not, in my view, be expecting any (let alone elite member ) treatment at this time. Be a little more gracious that you can even use your rewards and travel at all.
Yes, I have to agree: I don't think the comments design is good at all.
Marriott has become incredibly bad at just about everything, but especially how they treat their loyalty members! I have had 5 stays not automatically credited to my account and get an argument every time I asked for the credit. My nights are all wrong, my annual spend is wrong, and I am told it will take 4-6 months to correct! These were stays booked through the Marriott website or App so it’s not like this was booked through a third party. Beyond ridiculous!
You need to throw a fit and let them know you are from OMATT! One bad review of the Marriott Greece properties is exactly what they need during this time where they are heavily promoting travel! Don’t threat, strongly word and don’t back down. Especially as the suites are available for sale! Let us know how it goes an thanks for the heads up to avoid these properties!
There are very few people, who choose anonymous hotel chain instead of real Greek hospitality. So, what is your problem actually?
Comments section is terrible for an Android phone. Every time you touch the reply button while scrolling a big text box and keyboard pops up. Makes it impossible to scroll easily.
This is the craziest comments section I have EVER seen!! I couldn't follow them if my life depended on it!
This type of complaint has been a matter of perspective for me. The precious few of us that get to enjoy this type of luxury need to keep in mind that there are millions of people living outside, no meals and no bathrooms. And I am not referring to homeless in Los Angeles or San Francisco.
Your problems are Champaign problems. I think a dose of humility ought to be first in your mind and be thankful for the world you do live in.
I said that before: Europe might be “open” but things are not normal yet. I won’t waste my time, money and patience dealing with a still pandemic situation where Covid will be the excuse to laziness and bad service. I will stay in the US and not venture out there until normal is back.
More and more reasons that I miss SPG.
Thank you for holding. Mr. Ben ? It’s Mr. Schlappig to you.
The reformatted website is rubbish. May look snazzy but is more difficult to use, even worse than TPG
Like other users, I missed out the power lines in the photoshopped pic. However, in my defense, the hot mess (this new layout) is mainly responsible for me not being able to focus.
Please give us the old format back. This is the worst
Uber happened because taxis didn't get it, Tesla happened because of 1 completely crazy individual, and Airbnb happened because hotels don't get it.
As upsetting as it is, you can opt out of a hotel stay just as they can change their end. I've been with Marriott for 14+ years and have seen way to many changes of how they "take care of" their top tier customers, most not heading the right direction. Spending 1/3...
Uber happened because taxis didn't get it, Tesla happened because of 1 completely crazy individual, and Airbnb happened because hotels don't get it.
As upsetting as it is, you can opt out of a hotel stay just as they can change their end. I've been with Marriott for 14+ years and have seen way to many changes of how they "take care of" their top tier customers, most not heading the right direction. Spending 1/3 of your yearly life in their hotel rooms doesn't always get you any better treatment. Now days, sometimes not even a thank you. I just switched from Hertz after as many years and Marriott will most likely be the next. If companies just invested 1/2 as much effort in taking care of existing customers as they do trying to obtain new ones they could be really successful.
At some point you have to just take the hint and become someone else's customer vs your current ones problem.
Can you please post your experience on Tripadvisor? It appears every review and experience at this hotel is 5 stars so far and management does respond to most reviews on the site. I think it would be great to provide an honest review on Tripadvisor as I do have a trip planned for 7 nights at the Aegon in mid July and really reconsidering my stay now.
Hi Ben - I really don't like the font in the redesign. It is so hard to read. A normal sans serif font like Helvetica or Arial would be far preferable.
I also find the comments section very unintuitive.
Horrible new format! I am cross-eyed, lost in the new format, let mw guess this was Tiffany's idea,
Ugh this new format/blog design is brutal to try and read.... Sorry please fix
Maybe international travel has more frustrations than rewards at the moment.
Marriott single handedly destroyed my beloved Starwood. Starwood cared about it's employees and you were not treated as a number. They took care of you, in your time of need. Marriott not so much, in two years time after the buyout I didn't recognize my hotel anymore and if you didn't like it the door was right there! The culture of Marriott is toxic and above all only profit driven leaving it's hourly employees to the trash heap!
What happened to your first super whiny post about this?? That and all the comments are gone apparently. Or are they lost in this bizzaro new redesign?
As a high profile blogger I'm sure Marriott corporate will do soemthing very nice for you... I hope you side with your readers and keep the pressure on Marriott for the huge slide in customer care and holding properties to brand standards.
(Also, what the heck heppened to your site? SO much wasted space + fewer images & more spaced fonts do not help. Neither does this sidebar comments 'feature'.)
The format is awful haven't looked at any articles in days.
It's just a constant stream of color boxes.
Please go back to normal format.
This is really awful
New format is shockingly bad, I mean really bad. Did anyone test it?
Comments load into a separate pop up, so "back button" takes you away from the article, rather than back one place from where you are.
Ads are jerky and intrusive
I don't care about your view of which 3 comments are "best" - chronological is the only way to go to remain sane
Colours look cheap, like a...
New format is shockingly bad, I mean really bad. Did anyone test it?
Comments load into a separate pop up, so "back button" takes you away from the article, rather than back one place from where you are.
Ads are jerky and intrusive
I don't care about your view of which 3 comments are "best" - chronological is the only way to go to remain sane
Colours look cheap, like a package company seeking a week all inclusive on the Costa Brava for £300.
Guessing whoever designed the interface uses an iPhone, and it looks/works better on that.
I hold my phone in my left hand and scroll up with my thumb, accidentally hit the reply to comment button innumerable times in one page of comments. Made reading super slow as I had to keep scrolling past the reply box, only getting 1 or 2 comments per page.
Please rethink, and if you don't have one, buy an Android phone, so you can see how the site performs for the other 90% of the world
This! Reply button is way too easy to inadvertently click when scrolling.
Also just noticed that the contents section says "oldest comments are displayed first"
They are not. The newest comments are displayed first, which makes no sense at all! You have to scroll to the bottom to start reading comments in order, and read upwards, unless there are replies, in which case you have you to go up, to then go down, and then back up again.
I mean really?
Although iPhones don’t make up 10% of the world, I’ve found the website doesn’t even work correctly on that. Nor does it work correctly on desktop or an iPad. It’s just an all round poor website design
Although iPhones don’t make up 10% of the world, I’ve found the website doesn’t even work correctly on that. Nor does it work correctly on desktop or an iPad. It’s just an all round poor website design.
Even just to post this comment I had to refresh the page twice and turn off an ad blocker (even though that normally doesn’t cause issues)
Oh man haha. That is bad. Unrelated, anyone else notice that every single "i" looks like a capital I in this font?? So odd...
Ok, gonna have to admit it. I'm not seeing the difference in the pics other than the angle it's taken at. What am I missing?
And folks are right, the font is terrible and even worse when you type the comment as the "i" are identical to the "l"
The new format I’m sorry to say is terrible. What used to be a daily stop is now all confusing and content all over the place. What happened to one of my favorite blogs??
I would call corporate office or a news station. Any would do if they can help. Where am at they have someone contact them for there side. This should be easy to do. You can also write a bad review. On yelp and make it very short. Someone read those comments you write. It worked for me so this might help.
Skip the manager. This is when you call Marriott corporate and give a nice, calm explanation to the operator.
If they are good at their jobs you will hear from the manager of the property directly.
Haha same, I didn't see the power lines at first either @Dave
The font isn't bothering me much but I dislike the sidebar. How is it an improvement?
People should not behave with entitlement however in your case you are asking for something you are actually entitled. You should not and never be just "ok" about things.
My absolute worst experiences are with these Autograph Collection Properties, The Republic in San Diego.
Someone from the parent company may want to put in a visit to these locations which best their association.
Marriott has lost total control of their properties. Many properties are going rogue charging bogus CC fees, skimping on guaranteed elite benefits, charging resort fees on award stays, and now not honoring confirmed suite upgrades. There's even some properties just outright choosing not to participate in the SNA benefit altogether.
Personally, I'm done with Marriott. I have already cancelled all of my Bonvoy cards and I'll let my Platinum status lapse. I'll burn through...
Marriott has lost total control of their properties. Many properties are going rogue charging bogus CC fees, skimping on guaranteed elite benefits, charging resort fees on award stays, and now not honoring confirmed suite upgrades. There's even some properties just outright choosing not to participate in the SNA benefit altogether.
Personally, I'm done with Marriott. I have already cancelled all of my Bonvoy cards and I'll let my Platinum status lapse. I'll burn through all my points this year, and then good riddance.
On an unrelated note, this new comments format is pretty brutal. Having to scroll through comments on a little sidebar screen is not very appealing. Plus this font is not easy on the eyes at all.
This is probably too late but
At the third property, hotel wasn’t open.
***Ultimate Reservation Guarantee
- $200 USD
- 90,000 points
At the fourth property I had confirmed a specific suite.
***Guaranteed Room Type
- $100 USD
This is what you are entitled for you loyalty.
However, I'm not going to make a big problem over just the missing powerlines. A missing pool, probably.
Until any Kardashians goes...
This is probably too late but
At the third property, hotel wasn’t open.
***Ultimate Reservation Guarantee
- $200 USD
- 90,000 points
At the fourth property I had confirmed a specific suite.
***Guaranteed Room Type
- $100 USD
This is what you are entitled for you loyalty.
However, I'm not going to make a big problem over just the missing powerlines. A missing pool, probably.
Until any Kardashians goes to jail for photoshopping pictures, I'm going to let this one slide.
@Lucky, please name and shame *all* the properties. It'll be helpful to know which ones to avoid.
Also, while this has been covered ad nauseum elsewhere, the comments section is probably the worst of the redesign. Hope it'll be fixed soon.
I stayed at the JW marriott in Denver several weeks ago. Applied a Suite Night Awards for a suite upgrade. Was only there 1 night. I messaged the hotel 2 days before and they said sorry but no suites were available. You could still book a suite though with cash.
Checked in at the hotel and asked for a suite upgrade. I was told sorry, but no suites were available. I didn't push the issue...
I stayed at the JW marriott in Denver several weeks ago. Applied a Suite Night Awards for a suite upgrade. Was only there 1 night. I messaged the hotel 2 days before and they said sorry but no suites were available. You could still book a suite though with cash.
Checked in at the hotel and asked for a suite upgrade. I was told sorry, but no suites were available. I didn't push the issue past there but the suite was still available for booking as of 9PM that night!
Definitely marriott seems to be playing games.....
I’ve been in the process of booking hotels in Mykonos, and I am now ignoring this option. If the hotel doesn’t think your blog makes a difference to their bottom line, they are delusional.
If you have the time to write such a lengthy article about something so insignificant my advice is for you to get a life.
Evidently the Marriott and the entire chain of the Marriott has gone completely down the tubes. In the past I own several timeshares and I used to use my points to go different places. With the experience I have had lately at different Marriott hotels in California ... actually I don’t think I will ever stay at one again. Not surprisingly with the way the world is these days you get no service , people...
Evidently the Marriott and the entire chain of the Marriott has gone completely down the tubes. In the past I own several timeshares and I used to use my points to go different places. With the experience I have had lately at different Marriott hotels in California ... actually I don’t think I will ever stay at one again. Not surprisingly with the way the world is these days you get no service , people lie to you and you pay up that Cazzu for everything . That is why I am in the process of making my backyard an Eclectic Oasis . The world is simply not ready for travel yet in my opinion.
I think this is just travel now. I just finished a horrendous trip to Maui. From the hotel to the airline, it was just all bad. I do not plan on travelling for a while. Half the Maui airport doesn't even have access to drinking water or bathrooms!
I am a BONVOY member. If there was a problem with my room, it was resolved quickly. I’ve never been involved in the “screw ups” that you have confronted with.
Go, meet the manager, tell him about all 4 properties. And demand a free stay or refund you completely deserve.
I am convinced the Marriott Hotel chain could care less about customer satisfaction. I made reservations for 2 friends and myself to stay at The Marriott Bonvoy, NYC. Got there and the hotel front door was boarded up and construction workers walking around.
After a long and tedious back and forth with customer service on the phone, I was sent to another of their properties, 2 miles away.
This accommodation cost more, was...
I am convinced the Marriott Hotel chain could care less about customer satisfaction. I made reservations for 2 friends and myself to stay at The Marriott Bonvoy, NYC. Got there and the hotel front door was boarded up and construction workers walking around.
After a long and tedious back and forth with customer service on the phone, I was sent to another of their properties, 2 miles away.
This accommodation cost more, was not close to our event , and was inconvenient.
And I could never reach a representative by phone to complain.
Crappy service from the Marriott
Why are you staying at a Marriott, rather than Amanzoe?
Hey, John. Ben went to Amanzoe in 2018. Here's a link to the first part of his review:
https://onemileatatime.com/amanzoe-pool-pavilion-review/
The font is almost unreadable.
This website redesign is terrible. Please change it back. The colours, the font, and especially the layout are awful.
good luck in Greece.
I totally agree with you... for the past several months 82 nights I can count on my fingers how many room upgrades I have gotten.
Also they are no longer giving the 100$ credit if you are not given the amenities for platinum.
I agree with @tom Ben - you've GOT to fix the comments section. I've stopped reading them, too.
Agreed.
Maybe stop Boycott Marriott until their customer service is acceptable again?
The silver lining in all of this is proof that Marriott clearly is not treating you better than those of us without websites and large travel focus audiences.
This is actually why we have stopped using Marriott and Hilton properties in Greece - we've had these issues so often, that the better investment is also in smaller, boutique properties within Athens and across the islands - you can engage directly with the property, build a personal rapport, and get treated really well. I have not once been disappointed on arrival.
Ben, I think it's important to call out service failures and bring them to the attention of management. Unless people highlight issues how can we expect to hold companies accountable?
I also think it's an opportunity to rate how management deals with issues. You know the old saying... you can tell how good or bad a company is in how they handle complaints.
Glad you spoke up for once, Lucky. Hoping for a good outcome.
Please do us a favor and write [email protected]. Don’t even try the Bonvoy social media team on Twitter. It’s a total disaster!
Marriott in Greece is ridiculous. They use the brand but skip following the program rules. I always book a flex rate then reach out to the general manager and ask the stupid question whether the property would honor the Marriott status and if yes whether he would mind to make sure I get...
Please do us a favor and write [email protected]. Don’t even try the Bonvoy social media team on Twitter. It’s a total disaster!
Marriott in Greece is ridiculous. They use the brand but skip following the program rules. I always book a flex rate then reach out to the general manager and ask the stupid question whether the property would honor the Marriott status and if yes whether he would mind to make sure I get upgraded. This solves any uncertainties before I arrive.
I’m about to travel to Greece myself and upgrades. Well they don’t even want to hear about them. So I complained to the above email address and wrote the general manager and surprise surprise they already upgraded us to a Family suite.
Btw I had a similar fuss with Hilton in Luxemburg. The GM claimed he is fully booked and would not be able to honor the reservation guarantee for diamonds. I wrote Hilton CEO and surprise surprise the GM wrote me he found a room in a fully booked hotel.
Those hotel programs suck. I always get my upgrades but I shouldn’t need to write complaints after every booking. It’s not fun!
We too went to Europe 2 years ago on a 21 day 4 country trip. We have saved up thousands of points to to just what you tried to do.
It became tiring to say the least to expect the same level of customer service as we get in USA. I was told over and over that we don't do that here in Europe.
In Panama the downtown Marriott was the worst. The...
We too went to Europe 2 years ago on a 21 day 4 country trip. We have saved up thousands of points to to just what you tried to do.
It became tiring to say the least to expect the same level of customer service as we get in USA. I was told over and over that we don't do that here in Europe.
In Panama the downtown Marriott was the worst. The front desk was like visiting a morgue. Would give us no help at all.
So Marriott CEO don't put you name on properties that won't live up to tour standards.
I took my first and last Europe trip.
We are life time Marriott members. For what that gets you.
Interesting content but can we please get a legible font, the lower case I's in particular are driving me bonkers.
+1 legible font please
I have to agree. The lower case "I" (with a stem that rises so high that it is disorienting) and the lower case "L" are too similar. The worst, however, is the lower case "G." It's trying too hard to be fancy, with a "disappearing" top and an excessive flourish at the bottom.
Ben I am an Ambassador member with Marriott and after reading everything you definitely are too passive. I would be opening a case with Marriott as well as call the GM ahead of time, not just waiting to meet him. The hotel is definitely playing games with you and add to the list the photoshopped pool picture. I would be angry as hell and demand you get what you were originally confirmed. They are totally...
Ben I am an Ambassador member with Marriott and after reading everything you definitely are too passive. I would be opening a case with Marriott as well as call the GM ahead of time, not just waiting to meet him. The hotel is definitely playing games with you and add to the list the photoshopped pool picture. I would be angry as hell and demand you get what you were originally confirmed. They are totally screwing you but you need to be more firm moving forward. I rarely post but you are way too passive too often.
I've switched every night I can from Marriott to Hyatt for exactly these types of scenarios. Marriott makes you work and beg to claim your guarantees. Most staff have no idea how to process them, hotel managers try to talk around then and often require a call to corporate support line to eventually get the something they claim is a benefit for me.
At Hyatt they make me feel valued, I get frequent upgrades and...
I've switched every night I can from Marriott to Hyatt for exactly these types of scenarios. Marriott makes you work and beg to claim your guarantees. Most staff have no idea how to process them, hotel managers try to talk around then and often require a call to corporate support line to eventually get the something they claim is a benefit for me.
At Hyatt they make me feel valued, I get frequent upgrades and my ambassador is amazing. Hyatt just gets it, Marriott is a hot mess.
You expect everything to be perfectly executed so close to opening up? You travel this soon and don’t have any empathy for those trying to get back to the business of servicing guests. “Too nice to complain for $100 amenity credit” yet you go full on “speak to the manager”. You are after bigger prizes of compensation for sure. Gimme a break. “Too passive” - not really. Using reader comments and Ford to justify you...
You expect everything to be perfectly executed so close to opening up? You travel this soon and don’t have any empathy for those trying to get back to the business of servicing guests. “Too nice to complain for $100 amenity credit” yet you go full on “speak to the manager”. You are after bigger prizes of compensation for sure. Gimme a break. “Too passive” - not really. Using reader comments and Ford to justify you wasting time on your vacation by complaining and building a case for some big apology compensation. This is what I dread facing when I am back servicing guests later this summer.
This sounds like an overgeneralization from a Service Provider. There are many customers who come through business doors with a misplaced sense of entitlement and therefore look for reasons to complain... and then milk their complaints. However, the fact that a customer like Ben has first let things go shows that obtaining muscled rewards is not the name of his game.
The straw that breaks the camel's back is not heavy enough to do so...
This sounds like an overgeneralization from a Service Provider. There are many customers who come through business doors with a misplaced sense of entitlement and therefore look for reasons to complain... and then milk their complaints. However, the fact that a customer like Ben has first let things go shows that obtaining muscled rewards is not the name of his game.
The straw that breaks the camel's back is not heavy enough to do so at all. It's the accumulation that takes place beforehand that gives the final straw its weight.
The Pandemic has hit us all...in all areas of our lives. But the Pandemic has not created new characters within us. If anything, it has stripped away the fluff to now expose the truth of our character. Individually and corporately. And unfortunately, the displays have not all been upstanding.
The burden is on Marriott here to make things right according to industry standards. We can't fault the first travelers of the open season. Business planning or the lack thereof takes the brunt of the blame for hiccups and the rest can be chalked up to the fact that opening up after a Pandemic was always going to be a faith leap into the unknown.
You can't change the number or the motives of customers who complain, but you can change how you internally process those complaints so that you can be one who influences better, more empathetic, more heartfelt, unbiased responses. Not faked 'good' responses or all out poor reactions.
..... take your stand Ben.
Dreadful.
WTF so many blind people on this forum. How do you guys read if you can't see the difference in the pictures. DO YOU NOT SEE THE POWERLINES?????
Ben, I think many will see this as much ado about nothing but it isn't and I applaud you for pressing the point.
When you make a reservation you and the hotel enter into an agreement. They take your money in exchange for providing what they have offered you. They are the ones who describe what is being offered so it is on them to do so accurately. Courts have held this to be fundamental...
Ben, I think many will see this as much ado about nothing but it isn't and I applaud you for pressing the point.
When you make a reservation you and the hotel enter into an agreement. They take your money in exchange for providing what they have offered you. They are the ones who describe what is being offered so it is on them to do so accurately. Courts have held this to be fundamental because were it to be otherwise transactions would be impossible and the economy couldn't function.
Whether photoshopping out power lines materially misrepresents what you have been offered is an interesting question. The operative word is "materially" and the methodology to determine that would be whether a reasonable person would have made a different decision had they been aware of the this information.
However the situation with the upgrade is crystal clear. They agreed to provide the upgrade and that made it an integral part of the agreement and one party is not permitted to unilaterally change an agreement. It requires consent of both parties. You didn't consent and I'm sure that receiving the upgrade did enter into your decision whether to stay at this hotel.
So what you have here is a classic breach of contract. You are entitled to sue for the damages you incur.
What isn't so clear is how to proceed. You have a number of options such as cancelling the reservation and booking a room equivalent to the suite at a different property or paying for a suite at this property which get you what was bargained for and then suing for your whatever cost was involved. The alternative is to take something less but in that case your damages may be not so obvious.
Whatever you choose it's good to see this kind of behavior getting some attention. Hotels know they can get away with this sort of stuff is because you generally don't visit more than once and are from far way . One of the main reasons people book chain hotels such as Marriotts is it gives them comfort that someone cares about their repeat business and is making sure that bad practices aren't permitted. When companies like Marriott fail to do that the undermine one of the main reasons for their existence.
Bill Marriott understood this. Current management does not seem to care. One hopes they come to their sense but in the meantime it's good you are making the point that a hotel cannot abrogate their agreement with you without consequences.
I do believe that since the Marriott properties are no longer owned by the family they have gone downhill severely.
We have a timeshare that we bought off of a rendering in Saint Thomas many years ago and absolutely love going there and since it’s been sold and no longer family owned the service is terrible and when you call to get help you are given 20 excuses And just as many phone numbers to...
I do believe that since the Marriott properties are no longer owned by the family they have gone downhill severely.
We have a timeshare that we bought off of a rendering in Saint Thomas many years ago and absolutely love going there and since it’s been sold and no longer family owned the service is terrible and when you call to get help you are given 20 excuses And just as many phone numbers to call to get somebody to help you
this is absolutely despicable and as soon as we can use up our points we will probably not do business with the Marriott in the future and it’s a shame because we always love their properties.
Do you mean the Marriott family? Marriott has not owned most hotels for over 20 years since they went asset light. Even back then, ownership was limited to a couple hundred hotels max. They have and continue to manage hotels on behalf of third party owners but “the family” has not owned hotels for a looooong time.
Oh and Marriott itself is not owned by the family. It’s a public company - go buy some...
Do you mean the Marriott family? Marriott has not owned most hotels for over 20 years since they went asset light. Even back then, ownership was limited to a couple hundred hotels max. They have and continue to manage hotels on behalf of third party owners but “the family” has not owned hotels for a looooong time.
Oh and Marriott itself is not owned by the family. It’s a public company - go buy some if you want to be an owner too. The Marriott family does have a large controlling stake, however
I don’t the photo is a fare comparison - your reader need to go left a bit to hide the building behind the tree and angle away from the fence to get the right match
Actually like the font btw
Good for you for sticking up for yourself (and, in an indirect way, for the rest of us who are consistently getting bonvoyed).
It amazes me that Marriott hasn't put a massive flag on your account saying "this is an influential travel blogger... don't disappoint him". I know you value your independence (and so do I) but that shouldn't stop Marriott from secretly giving you the VIP treatment.
Also... I agree that the...
Good for you for sticking up for yourself (and, in an indirect way, for the rest of us who are consistently getting bonvoyed).
It amazes me that Marriott hasn't put a massive flag on your account saying "this is an influential travel blogger... don't disappoint him". I know you value your independence (and so do I) but that shouldn't stop Marriott from secretly giving you the VIP treatment.
Also... I agree that the font is hard to read. Needs a serif font to move the eyes forward.
I hope it ends China-Eastern or China-Southern style...
Agree about the font. Unreadable. The lower case is look like lower case ls.
iiiiiiiiiiillllllllliiiiiiiiiill
Sorry but the photos looks the exact same except yours is taken form a different angle and with crappier lighting. Hardly a photoshop job.
The power lines are literally photoshopped out dude.
Following...I'm supposed to be there in a few weeks though this might change my plans.
Power lines over a pool. Just saying
I know how you feel, Ben! I also try to stay positive and be polite. I don't want to be that person who throws a tantrum or waves their status to get their way, but I also don't want to get taken advantage of. Glad you stood up for yourself.
I had a similar downgrade experience at the Alila Napa Valley. I gave the hotel many opportunities to make it right, but eventually ended up leaving early in frustration.
I said Bonvoyage to Marriott a couple years ago for Hyatt and Hilton, never looked back.
I am Greek American and have been to Greece countless times - customer service is NOT their forte. Maybe things have changed post pandemic and they will aim to please but dont hold your breath.
Love it when someone is finally speaking up against Marriott! They have been pretty trash for awhile
Marriott is awful at managing expectations. Overpromise and under deliver.
Good on you for standing up! You seem like the type of person to do it respectfully.
That would concern me greatly too. We are being misled in a lot of ways. Most pictures you see when looking up a hotel are not what you see when you arrive. I booked a hotel in Galveston because I was taking a cruise. The picture looked great. When I got there the surrounding area was under construction, no notification to me about that. Terrible area. You have every right to be pissed off. When...
That would concern me greatly too. We are being misled in a lot of ways. Most pictures you see when looking up a hotel are not what you see when you arrive. I booked a hotel in Galveston because I was taking a cruise. The picture looked great. When I got there the surrounding area was under construction, no notification to me about that. Terrible area. You have every right to be pissed off. When you are offered rewards in any way get it in writing or have them email it to you. More then often they go back on there word.
I am realizing now that some readers here are blind as f**k lol
Atta boy! Keep us posted. I’m making the popcorn now!
While there is no doubt the picture is enhanced (as are most hotel pictures), maybe the power lines and fence on the beach were built after the fact, and they just never bothered to update the pictures? (which, to be clear, is still deceptive).
Off topic but man this font is *brutal*.
I agree with you 100%.
You really have been living under a rock for the past year. Service industries have suffered greatly and as they try to make a comeback, staffing shortages make it difficult to provide service. Have more empathy and patience.
The bad experience has nothing to do with staff shortages. If the complaint was about long wait for checkin, checkout or room service, we should cut these hotels some slack. The issue as I understand is they would not give him the suite that he was confirmed on. That was someone making a conscious decision not to honor the the reservation for whatever reason.
If he was dealing initially with Desk Clerk, it could be lack of training as well.
It's not an excuse, but I could see managers rushing through training in order to get employees on their own quickly with travel ramping up. They can think, "We'll go over it more later when we have more time". Trouble is, the managers never have "more time" & it can be harder to correct employee errors.
The comments are a complete mess since the redesign. So much so, that I have stopped reading them.
Completely agree. They’re imposible!
Way to go Ben. You seem like a really nice guy. I also don't like to complain unless it's totally necessary and called for. I'm the type that generally doesn't send back food when it's not cooked well as I don't want to complain and my wife always does.
I think in this case definitely you should complain.
As a fellow traveler like you who typically avoids confrontation, I must say you have handled this with class and have every right to be upset.
Photoshopping power lines out is pretty standard practice anywhere. Sucks but have seen it countless times in real estate, hotel pictures, etc.
Everything you point out should be fixed/improved, but a bit of situational awareness might be good here. You’re literally traveling at the earliest possibility, after a long and difficult and uncertain winter. A month ago Greece still had full lockdowns, curfews, etc.
My take is that you’ve chosen to travel at what is still a difficult time and you should expect some hiccups as things only now start returning to normal. Manage expectations.
Yes, but hotels also should be appreciative of those who are traveling now as that is the way towards recovery and they should be doing everything they can to make those guests feel valued. That goes for both the property and the chain.
I’d agree that some hotels are just getting restarted, but there’s no excuse for listing rooms for sale in the next few days that are not actually available: that’s just shady.
Similarly, another Marriott property contacting Ben the day before arrival saying “we’re not open yet” is pretty lousy. COVID is a poor excuse for this behaviour.
Managers set inventory to oversell because almost always someone doesn't show. However, putting a room in inventory that is "not livable" is unacceptable always.
The customer is always right and never happy!
It is true that one who travels just when things are just starting up should expect hiccups. However, once it is raised to the hotel Management and staff, it is not unreasonable to expect that they take it seriously and fix it immediately. That is called "service recovery" which is a key differentiator in the hospitality business. Marriott is known for that but I guess they are slipping and if they don't take care of...
It is true that one who travels just when things are just starting up should expect hiccups. However, once it is raised to the hotel Management and staff, it is not unreasonable to expect that they take it seriously and fix it immediately. That is called "service recovery" which is a key differentiator in the hospitality business. Marriott is known for that but I guess they are slipping and if they don't take care of their loyal and frequent stay customers, their brand will no longer mean that much and they will just be treated as a commodity.
I agree with you regarding service recovery. Unfortunately, not all franchise owners like to comply.
As a former Front Desk clerk it's not fun to get those phone calls from Customer Service.
If you believe that you’ve incurred damages during your experiences, you can pursue arbitration as Marriott has a binding clause with AAA.
If everything is well documented, you’ll probably achieve more breakthrough than rambling at customer service avenues. Just remember to refuse an NDA in your settlement so you can advertise your experience.
The pool pictures aren't that much of a difference, other than being taken from different angles?
Look at the power lines in the second picture
Look for the wooden utility poles and electric lines hanging from them. Definitely not just a shift in contrast or brightness in the photo.
The Marriott has offered a confirmed upgrade to two suites, is this correct?
Although I understand not the SPECIFIC suite you wanted?
To be honest I wish you would have written about this experience AFTER you dealt with the hotel manager on arrival.
I mean let's be honest. Pretty well known blogger posts not very positive review under a 'what would you do' header. If it was Joe Bloggs arriving they would probably get the Junior Suite or nothing. A major travel blogger that has already posted about his disappointment - all the stops will be pulled out to ensure a glowing review later.
I agree to a point but hopefully this will force them to correct the issue for Ben and subsequently give us "peons" a precedent in which we can refer to when we no doubt run into this debacle.
Looks like he didnt get what was supposedly his entitlement. I like this sort of real-time updates, it makes it more interesting.
I just had a similarly awful experience at the W Hotel in Costa Rica. After 5 terrible customer service experiences and 5 requests to speak to a manager (including an email directly to the manager), i had to get the Ambassador team to document the issue, open a case, and follow up for 2 days in order to meet with a manager.
In my case, the main issue seems to be around staff education...
I just had a similarly awful experience at the W Hotel in Costa Rica. After 5 terrible customer service experiences and 5 requests to speak to a manager (including an email directly to the manager), i had to get the Ambassador team to document the issue, open a case, and follow up for 2 days in order to meet with a manager.
In my case, the main issue seems to be around staff education and experience since most folks were new given the hotel was shuttered for 7 months during covid.
While the manager was nice, her responses were quite disappointing and unacceptable.
Truth be told, i think it’s time to move on from Marriott and focus my attention exclusively with Hyatt as this keeps happening with Marriott hotels and Bonvoy.
Thanks for fighting the good fight. I also don’t like fighting about every little thing, but sometimes we have to pursue these things to keep businesses from thinking they can do whatever they want to screw customers. These guys seem to feel like they’ve done nothing wrong. Best of luck. If they really just don’t have the suite, there may be nothing that can be done, but then you have a fight with Marriott about...
Thanks for fighting the good fight. I also don’t like fighting about every little thing, but sometimes we have to pursue these things to keep businesses from thinking they can do whatever they want to screw customers. These guys seem to feel like they’ve done nothing wrong. Best of luck. If they really just don’t have the suite, there may be nothing that can be done, but then you have a fight with Marriott about your SNAs. It would be unbelievable to me if Marriott wouldn’t refund the SNAs if the property didn’t provide the suite upgrade (and you have proof of it).
In the hotel photo, the utility lines and posts have been removed.
If I never stay at another Marriott property, I'll be 100% ok with it.
It sounds like the Marriott management in Greece came over from the Marriott Wailea Beach Resort during the pandemic. I had the exact same experiences/frustrations in Wailea right before the pandemic. Bonvoyed!! They just don't care (or even try) anymore IMHO
In my employment experience in hotels, it's the franchise owned Marriotts that don't do everything by the book.
Not to be rude or anything, but those pool pictures look pretty much the same, just taken from slightly different angles (at least to me).
Good on you for putting your foot down, be interesting to see how things turn out. I have a Marriott Amex but haven't had the chance to actually stay there yet and these posts are DEFINITELY making me rethink actually staying with them.
Oh also it looks like it ate my formatting when it posted :( had double returns for a paragraph break that disappeared.
Maybe like Dave, you need more coffee.
You can’t see the massive power lines ruining the view? Huh.
What a first world problem
Us readers are getting a worse than expected experience with the redesign so only fair that Marriott is doing the same to you : )
Don’t the power lines look like a fairly recent addition
PS please can someone fix the comments section, they’re impossible to follow.
The power lines removed from the image killed me!! #ROFLCOPTER
Go Ben! You can do it!!!
It’s often more effective to speak to a manager in person than over phone / email. I hope you get the suite you reserved!
I'm a titanium elite with Marriott and have been refused a complimentary upgrade to suites I know are available (I show the staff that these rooms are available to book on the app when checking in). They call the manager and apparently there's always painting or bathroom repairs happening
I used to work in hotels. The reason you can can see available rooms on the website is because of a few factors. 1-managers always set the availability for the intent to oversell because 99% of the time someone does not show up (even people at your loyalty level). 2-a perk of your loyalty level is that you can book regardless of oversell because your reservation is given priority. If you are making a last...
I used to work in hotels. The reason you can can see available rooms on the website is because of a few factors. 1-managers always set the availability for the intent to oversell because 99% of the time someone does not show up (even people at your loyalty level). 2-a perk of your loyalty level is that you can book regardless of oversell because your reservation is given priority. If you are making a last minute reservation (especially) I recommend calling your dedicated reservation line to book the room over calling the hotel directly or walking in. Unless the manager has gone into the system and closed out inventory completely, you should be able to book.
With that being said, most desk clerks don't know what's going on behind the scenes, are not given the empowerment to do this or do not know how to push your reservation through when it's last min or walk- in. Also, some franchise owners like to try & get away with not following all of Marriott's rules.
Ok I have looked at both pool pictures several times and I can't really see a material difference (other than they were shot from different angles).
Feels like one of those 'find the 3 mistakes in these otherwise duplicate pictures).
OK nevermind... I see those obnoxious powerlines now!! Not enough coffee apparently.
Took me 3 tries to find the difference as well before I noticed the electricity wires haha.
Haha. I just assumed your first message was sarcasm :)
The power lines certainly impact the luxury feel.
LOL, they impact the “luxury” feel, but honestly, having been to several Greek islands, IMHO the unedited photos make it look a lot more authentic. The only thing more authentic would have been if they had a stray cat taking a dump in the sand in front of you (true Mykonos experience).
I’m with you Dave. I only noticed them after your comment about them! I’m clearly not observant enough!
Man I had to go back twice also. Lol. That’s bad that they have to photoshop the photo.
I had to look a few times as well, but only then I noticed all the electrical poles haha.
You get the Presidential Suite
@Ben, it is stated quite clearly in the terms and conditions for the SNA that once confirmed, they can only be refunded if you cancel the stay. You don't give any details of the booking change, but if initiated by you, the hotel was basically just promosing you hot air. And then for some reason you believed a random hotel employee had the ability to overrule the terms and conditions of the program.
Unless there...
@Ben, it is stated quite clearly in the terms and conditions for the SNA that once confirmed, they can only be refunded if you cancel the stay. You don't give any details of the booking change, but if initiated by you, the hotel was basically just promosing you hot air. And then for some reason you believed a random hotel employee had the ability to overrule the terms and conditions of the program.
Unless there is more details to be shared, nothing much to this part of the story.