.../ Warning Rant! .../ Are you a premium level w/ Marriot Bonvoy? Have you been belittled, ignored, and disenfranchised today? FEAR NOT, you to can make a reservation 9 months in advance, for a special occasion for a meeting, only to check in and have your room, literally, changed to another room type, which will not address your original needs.. That's right, RIGHT IN FRONT OF YOU, as they stare at you with a straight-face, tell you that they are giving you a city view (parking lot) and act like they are not screwing you out of your upgraded room you requested nearly a year earlier. Despite the fact you booked the room in the same time it took to CREATE HUMAN LIFE (9 months), they will tell you why it's your fault their systems failed, that they couldn't call you ahead to make other arrangements (over the last 9 months), and how you should just be okay with it, as it's just 'part of it'. Amazing!! After being brand-loyal for over 15 years, AND being platinum or higher for all of those years, I am considering actually exploring other brands after this experience. It is really sad, and amazing, that in one interaction, two people can utterly sh*t the bed this bad; and upset someone who is typically pretty easy-going, as I have traveled for nearly 25 years, and who is realistic about issues coming up. Had they just come up and said, "we apologize, we overbooked, and we want to accommodate you at another property (which there was some with availability for what I needed)." No, or they could have tried, "we apologize, but we will accommodate you for free tonight in a lower level room, and move you immediately in the AM when a room is available..." .. Again, no ... Unreal .. thanks for reading!
In short, I make reservations weekly, but I took the time to book this one 9 months in advance, because it had unique requirements, and I wanted to be sure I gave the hotel the chance to accommodate. But, when checking in, I lterally watched the manager give my room away, right in front of me, and then tell me it was their mistake, but there was nothing they could do. Having been in this situation before, I knew he could have accommodated me at another property, which I confirmed has availability,but this was not offered. This hotel used to be one of my favorites, but as of today, I will never stay at this place again. I will also continue to engage anyone at Marriott Bonvoy corporate who will listen, so no other Marriott Member is belittled as I was. This is not how you treat Marriott Platinum members, or people who have been staying at this property for over a decade.
