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Customer Service
Wrongful Termination
Posted by
MACON, GEORGIA -- I was hired on to the Marriott team in early October. The hiring process was disorganized, and I almost turned the job down after the official job offer because of the ordeal. I was scheduled prior to completeing orientation, the newly hired director of human resources seemed to be rather incompetent in his position and it took days to complete each step in the drawn out process. Once I was finally cleared to work, I was asked to come train for the first day on my birthday. It was stressed that they were going to be very busy and desperately needed me to work. I agreed and stayed until after 11:30PM on my birthday, After only 1 day of training, I was on the floor by myself with no manager or supervisor. The supervisor that hired me was never actually scheduled to work with me so I never knew who exactly I needed to report to in case of issues, complaints, or even who to ask for wines and alcohols that needed to be stocked. Within a week, I came into work and received listed form letter from a supervisor I had never met. (Tashina) She listed several duties that my trainer had not gone over with me, and some that I had explicitly gone over with another supervisor. When I finally met Tashina she was rude, unproffessional and handled her self like a teen age entry-level employee. I was surprised to learn that she was actually a supervisor. She immediately addressed my shoes, which having worked over 2 weeks already, had never received any criticism. She then turned to my co-worker/ trainer and said that my shoes were out of dress code, and my pants weren't the right "material" After I was told about the conversation, I waited for her to approach me about my clothes- and never heard from her. On Halloween, Tashina was scheduled to work all night. She left early to be with her family (I have a 2 year old and would have loved to actually spend the holiday with MY child as well) I had a cami tank top under one of my regular cardigans, but after arriving at work, I was rather uncomfortable leaning over the bar. I made a mental not to wear it again and during the remainder of my employment there, I never did. However, the next shift that I worked, I was told that Tashina told several other employees that "she didn't know where I thought I worked" and "Kori looks like she works at a strip club" I was MORTIFIED that this was a conversation between a SUPERVISOR and one of my co-workers! The following was saved on my phone on December 2nd, coincidentally, 3 days before I was supsended for a BOGUS made up event involving giving away free drinks::
On December 2nd I was about 5 min late. Tashina talked to wait staff about my tardiness. Said that she had told me I had to be early that day and that I was "always late" Which was NOT true.
Told chef I wasn't coming in, and had to find a bartender to work for me because I had called in. (I text her and told her I was running a few minutes behind)
Text me while I was in the hotel; clocked in at 420 but had been there for over 15 min
** when I arrived though, all she said was "oh good, you're here" Instead of mentioning to ME any of the comments about being late.
I went to grab food in the cafeteria when I came back Tashina made sure I saw her check her watch twice- meanwhile she was standing around chatting with servers- there was someone at my bar that she could have assisted, but instead spent 85% of the night talking to the two servers on the floor (I'm sure all 3 of them had more productive things to do- such as help run the bar's food, since its difficult for me to care for guest, remain behind the bar AND run food, and dishes.
At about 630 I told her and another server( that she was gossiping with) that I was going to grab a jacket before it got too cold and a different shirt. She looked at her watch twice and just nodded,
Sunday, NOV. 27th I had a sweater vneck, Eli stopped me in the restaurant and told me I needed to cover up and do something about "that". A front desk girl "Bennie" overheard it and went to the front desk complaining that I should be written up because I've been told "repeatedly about my clothes" I returned to the bar to ask one of the servers if she had heard anything about my clothes. she said she had heard Tashina mention once that she "was going to speak to me" During that conversation, Eli returned with an oversized burgundy sweatshirt. He said he knew that they had spoken to me before about this and that "we weren't going to make a big deal about it" I put the sweatshirt on but was so embarrasssed that both times I was reprimanded, was in front of a co-worker. *NOTE- no supervisor has ever spoke to me about my attire being out of uniform.
Thursday DEC 1st, I saw Trish before my shift started and asked her about my sweater, explained the incident from Sunday and was told my shirt was fine.
The night of the lady antebellum concert, we were called in an hour early to accommodate the concert attendees. Aisha put her bank in the bar cash register and when I went to put mine into the Starbuck's register, Tashina told me we were "sharing" the register and that she would move her bank over to one side. I was APPALLED at the suggestion, but still being new and the bar was already relatively busy, I utilized two sections of the drawer and kept my larger bills in my bank bag, which was slightly confusing- especially given the pace of the event. At one point one guest requested pineapple juice, and we didn't have any stock (the bar has had continuous problems keeping it stocked) Tashina muttered under her breath that "that was why she wanted the bar stocked yesterday" all the liquor, wine and beer was completely stocked with extra mixers- the ONLY item we didn't have was the pineapple juice. Around 8, Tashina mentioned something about not getting out til 3 am. I asked Aisha why she thought it was going to take 4 hours to close. Then she told us we were staying til 2 am. Neither of us knew about the change to our schedule and both were annoyed at the disorganization. We were both discussing why we weren't told previously and I was explaining that I had to be up for church the next morning when Tashina poked her head around the corner and said we could leave at 12 and two other servers could take our places. When the concert was over, our bar was completely packed. I started taking orders, but when I returned to my register to start a check, there was a female standing at my register with my drawer open! I saw her name tag so knew she was with the Marriott, but wasn't told that other employees now had access to my assigned bank that I am liable for at all times. I became extremely flustered because when I FINALLY got to my drawer, the RVC had been changed and my card no longer could access my tabs and open checks. I had to wait for Tashina to change the RVC but every time the other sever got into the system, it kept happening over and over again. I was waiting 5-7 minutes between every order because she or another server were constantly in my drawer and it was hard to concentrate when I was worried of my bank was going to be short. I finally said that I would start closing out all my checks so that the other bartender could take orders because patrons were getting VERY upset and irritated. I could tell Tashina was mad that we weren't staying, but she had told the other bartender to come and there was no efficiency in having 5 bartenders behind one bar. I finally got all of my paperwork done and went into the back office to complete my close-out, when I came back out, all of the concert-goers were gone, but a wedding party had trickled in. I went behind the bar to help out a little because I could tell they were all struggling. I was loading dishes when Tashina slammed the door, and muttered under her breath (I say this because it was passively directed for me to hear) that she told Ray that we had REFUSED to stay and he was going to discuss it with mr. Mcartney. I opened the dishwasher back up, finished loading and then went immediately to ray's office. I asked him if he had a minute and explained that they had only asked me the day before if I could come in an hour early, but somehow failed to mention staying until 2 am, I told him about sharing the drawer and told him that yes, I didn't want to stay until 2 but when the other bartender showed up, I couldn't work if I wanted to. He seemed surprised that Tashina mentioned him, which led me to believe that she had just been ranting and hadn't even told him the situation at all!
Two days after telling Ray how uncomfortable I was with sharing the drawer, Tashina came to the register and said we were going to have to share the drawer again?! Obviously, the situation was not handled- because this is against ALL company policies.
*lady antebellum- after I spoke with ray, I came back out and continued helping. Tashina had multiple open checks with no hotel room or name- it was far too busy not to have some kind of system. She didn't know how to make 3 out of 4 drinks that were requested and kept asking me how to do different things in the computer. She was completely inadequate behind the bar and voided a LARGE amount of money from her computer at the end of the night.
Nov 27, she called me to ask if I could drop her bank because she had forgotten to drop it.
December 2, she described that brandy had been fired because she didn't respect Tashina because she was black. I felt as though this was her comparing my employment and brandy's. I fully respect Tashina's authority, however- it's difficult to maintain that respect when she is not conducting herself as a supervisor. I love working at the Marriott and usually look forward to what the evening holds before each shift. It does make me uncomfortable though when it seems that there is a lot of gossiping being done by supervisors instead of professional conversations between manager and employee.
I had infomed some of the employees of my intent to speak with human resources about all of these events but ironically, I was suspended before I was even able to complain.
On December 5th, when I reported for my shift, I was told by Tashina that Ray (the Banquet's supervisor) wanted to speak with me. I went over his office and couldn't find him so I clocked in, and while at the punch-in station, found him headed back to his office. He closed the door and told me I was suspended for giving away drinks and that a manager on duty had "witnessed" it. He infomed me that the incident had occurred that past Fri. I told him about an separate incident that I thought he was referring to, he assured me that he didn't have the whole story and would spend the week "researching" the statement that was given. I gave a written statement to Ray giving details about Friday and was told that If I had any concerns I could speak with Rick, the human resources director, Since I was sure there was obviously a mistake, I took the initiative and time to speak with Rick. He flat out lied and told me he had no idea what was going on, feigned shock that I had been suspended and wasted my time as I rehashed what happened Friday night. I left feeling assured that this was protocol and that I would be back to work on Saturday. I spent the week worried about my job, my bills and how Christmas would be affected by week out of work. On WED, a friend called me concerned because the Marriott had posted an open position for a bartender, I texted my co workers and was told that the position had been posted at work as well. I was distraught that my job was already posted and I hadn't even had the meeting to find out what the accusations were about. When I arrived on Friday morning at 10 AM, I was told that a manager on duty had seen me give 2 AMSTEL LIGHTS away to two gentlemen guests. I was so mad I started crying, Rick admitted that he knew the whole time "but he couldn't tell me" The manager that supposedly witnessed it wasn't at the meeting, and the time that was given didn't even match up with the guests that would have been at my bar. Not to mention...... THE BAR DOES NOT EVEN SERVE AMSTEL LIGHTS. I even mentioned to Ray and Rick that that was very odd because few people drink Amstel light, much less to men drinking it. I explained to them I didn't remember serving amstel light at all, and that the manager on duty was walking around the lobby, walking the corridors, and also working the computers at the front desk... how would he possibly have the seen the entire transaction from start to finish and be sure that they didn't pay. I asked if I was even the server on camera serving the beer.. I was told no, that it wasn't on camera AT ALL!!!! I am shocked that this is how the MARIOTT, an esteemed employer handles employee relations. I worked VERY hard and was passionate about my job. There wasn't a shift that I worked that a guest (often several) didn't compliment me on my service, my conversation or drinks. I was never told of any complaints, and strived to satisfy every guest that came to my bar. I don't know the REAL reason I was fired, but it certainly wasn't because of two beers, brands that aren't even available at the Macon Marriott bar. I'm sure that the corrupt employees mentioned have done far worse, but I know how bad their decisions affected me. Thank you for your time. also. I have yet to receive my separation notice or w-2:
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Alain on 01/02/2012:
You need to get an attorney to sort this out with. Call one that offers a free consultation.
clutzycook on 01/02/2012:
I may be wrong, but I think Georgia is an "at-will" state. That means they can fire you for any reason, or no reason, as long as the reason isn't because you're a member of a "protected class" (and believe me, if that's the reason they want to fire you, they'll usually find another, legal reason to give you).
Bottom line, it sounds like they did you a favor in the long run. That place sounds toxic. I've worked in a place or two where the hiring practices were comparable to a three-ring circus at best and I accepted the position against my better judgment. I usually regretted that decision in short order.
But, next time you're in a situation like that and plan to address your grievances with HR, KEEP YOUR MOUTH SHUT ABOUT IT AT WORK! You never know who may be listening and who will agree with you to your face, but turn around and blab to the management as soon as they get the chance. At the end of the day, trust no one but yourself.
I've never been fired from a job, per se, but my husband lost his job during the recession and he never received any separation notice, they just told him he wasn't coming back. As for your W-2, my guess is that you'll get it when everyone else gets theirs--around late January or early February. I don't think they process W-2s on a termination by termination basis.
equinmusicllc on 03/02/2013:
true, except when the firing was done with character defamation attached.
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Rob at Marriott Ocean Club
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I have been loyal customers of Marriott Hotels, and 10 years as a Marriott Vacation Club owner. We enjoy the Ocean Club in Aruba, which we have enjoyed three of the past five years. Not only do we love this property and other Marriott Vacation Club locations as a whole, we also invite numerous friends and family to join us on our vacations, booking more rooms at these Marriott properties for these vacations.
Our most recent trip in Aruba was scheduled from October 9th-17th 2009, although this vacation came to a grinding halt on the evening of October 15, 2009, leading to our departure from the Ocean Club and Aruba a day earlier than originally planned.
I have been a guest of the Marriott Resort in Aruba for many years; in fact three of the past five years I've chosen to vacation at your resort. As I had mentioned, my most recent stay was over the past couple of weeks. Although previous vacations have been extremely enjoyable and employees of the Marriott Ocean Club have been attentive and helpful, I am unfortunately left with a sour taste after this past experience.
During this vacation we experience several issues – including one devastating issue, the theft of all our electronic equipment.
The events of this week are in chronological order:
On October 9, 2009, I checked into the Marriott Ocean Club Resort to find our room 5685/ 5684. We were unhappy with this room assignment since we had: requested a lower floor, and we were facing the Surf Club Resort, also contrary to our requests. Two days later, on October 11,2009, the Ocean Club front desk advised us that we could move to the first floor location, which in the past we have enjoyed many times, however we were still not facing the ocean or the pool. This time we were assigned to room was 5185/5184 that once again had lousy views, facing the Surf Club Resort. My wife wanted to change room again, but I advised against this, as we did not want to spend our vacation changing rooms. I feel after being a Marriott Vacation Club owner for over ten years and having just purchased another Marriott vacation week that I would at least have had the consideration of having minimally a pool view or ocean view room.
Prior to our arrival at the Ocean Club, I had sent an email to the Ocean Club requesting additional services we might need upon our arrival. We did request one addition, a full service cleaning to our suite to be done on the fifth day of our vacation. Every day when we went to our room for lunch, housekeeping was in our room. We asked on each occasion why they were there, as we had not requested daily service. Unfortunately, we never did get a straight answer from the staff until later. During this time, we always left our laptop out on the kitchen counter, thinking no one would be in our room during certain days. Similarly, other electronic devices were not concealed. We did not expect anyone in our room; therefore, we did not take steps to secure these belongings.
We were vandalized on the evening of October 15th 2009 sometime between 7:00 PM to 9:30 PM; apparently someone knew what was in our room and were watching us to see when we were leaving the premises for an evening out. Although there were no signs of forced entry, we know all security is not 100% secure. We were thankful, when we returned later that evening, that whoever had entered our room, invaded our privacy, and stole our property, were not still there when we walked into the room. At least we were not physically assaulted. Missing were many items, including all of our electronics, which will reach a value of close to $4000.00. We found left behind in the room an old paper towel with dirt or oil on it, and an un-used condom.
We called security, which came and were very helpful to us, followed by the Aruba police. They took pictures and told us they would be moving our room that evening so they can do more investigation that next morning. The night manager came down to our room and gave us our new room 5436/ 5437, which, incidentally, we wished we had been placed in that room at the start, as it was exactly what we had requested to begin with. The night manager indicated that we wanted housekeeping every day, to which I replied, "No, you need to review your emails." She did, and we were given credit back for five days of housekeeping, leaving the charge for the one day we had requested. At this time we also indicated our vacation was over due to this traumatic occurrence, and requested the Marriott to assist us securing flights and paying any travel charges incurred to return home on October 16,2009. They told me I would need to do this the following morning.
During the time the police and security were in our room, we kept stressing to them that the exit doors at the end of our hallways, one going to the Surf Club area and other leading to the pool, were never locked or even shut on several occurrences, as we never once had to use the room key to get into the building. We were told no one had brought this issue to the resort's attention. We informed them that we were bringing to their attention and requested to have it fixed, as this was another unsafe security breach.
The next morning we walked over to the former room, 5185/5186, to make sure that we had removed all our personal items from that room as we were in no condition to do so the previous evening due to the stress of the situation. We also wanted to see if the police had come back as promised. We were shocked to find both exit doors at the end of the hallway open, with still no need to use room key, and to find a maintenance man in the room, watching TV. The room had already been cleaned, and housekeeping advised us some items had been sent to lost and found. The following concerned us: why had the issue with the doors remained unresolved, why was someone watching TV in the room, and, more importantly, why had the room been cleaned prior to police arrival, as potential evidence was in that room. I would hope that the Marriott would not let another family stay in that location until the police and security investigation were both closed.
We spoke to the manager in charge that day, and discovered nothing could be done to reimburse us until the investigation closes. This meant that neither our room bill could not be credited nor our difference in airline tickets. Our vacation was cut short, as we were originally scheduled to leave the resort on Saturday October 17, 2009. We always travel with a large group of people, and this particular vacation we were accompanied by ten of our friends and family. All of our traveling companions have been shocked and surprised by Marriott for attempting to handle this devastating situation without any type of compensation offered to us.
After a month now of our return and many calls to marriott, vacation club, Ocean Club, etc.......we have gotten no place except that they said it is handed over to their insurance company, however their insurance company only handles the actual items stolen and only if Marriott is at fault which Housekeeping does not fall under Marriott. Explain that one!! Plus in speaking with the higher management at marriott Ocean Club the deny all that was said and promise to us. And Aruban Police will not return calls or Emails.
So end result Marriott does not stand behind their name and do not care about personal safety or satisfaction from their customers.......and Aruba has now become a very unsafe island, while we were there a man got mugged in front of La Cabana and was fighting for his life.
Think twice before going to Aruba, especially Marriott properties and actually think about ever using Marriott again
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goduke on 11/10/2009:
So am I reading this right that the assertion is that the housekeeping folks are the ones who broke into the room and took the stuff?
Anonymous on 11/10/2009:
It seems that what goes to Aruba, STAYS in Aruba.
JR in Orlando on 11/10/2009:
An investigation was done at a major hotel in Orlando some years back and over 700 incidents were reported in a two year period, everything from stolen towels to people sneaking into rooms at night to steal wallets. All kinds of people have access to rooms at a large resort hotel. Your room is not a safe place to keep things. Keep it in your car if you have one, in the room safe, or check it with the front desk. Also, limit what you take on vacation.
You and your wife were not mugged or hurt. It was your decision to come back early. If your house was robbed would you move? Complaints about the doors are irrelevant. This is a resort. People are always going to prop those doors open, etc. If someone could get in your room by use of a key card or whatever, couldn't they get through these doors anyway.
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Marriott Change Policies On A Whim
Posted by
TUCSON, ARKANSAS -- Marriott Hotels
Our employee booked a room for a federal conference with Marriott Tucson University Park. When he arrived he was told that the government rate was only available to federal government employees and the military; we are a county government employer. I called the Tucson Marriott office tried to talk to them about this matter offering to fax them confirmation of his government employment immediately. The clerk maintained that he was not a federal employee and therefore not eligible. Realizing that this was going to go nowhere fast I decided to deal with the problem through Marriott's customer care and had every expectation that the complaint would be resolved to our satisfaction.
I wrote to customer care detailing my problem and received a scathing email back for the Tucson property telling me that my employee is responsible for federal and military personnel not being able to stay at Marriott. This is the email:
I received your comments from Marriott Customer Care regarding Government rates at the Marriott University Park Hotel, Tucson, Arizona. We do offer, as do all Marriott hotels, based on availability, a Federal Per Diem Government Rate. Reservations can be made either on line or through our 800# reservations centers. When the reservations are made it is very clear, both on line and verbally, that to qualify for the Federal Rate you must be employed by the Federal Government and provide Federal ID at the time of check-in. If an individual makes a reservation under the Federal Per Diem Program and is not employed by the Federal Government they would not receive the Federal rate at the time of check-in, as they are not employed by the Federal Government.
Unauthorized reservations keeps authorized Federal Employees from staying with us, in particular our men and women serving in our Armed Forces. I fail to understand why someone not employed by the Federal Government should get that rate. If they for some reason assumed that other rate categories/programs applied, such as State, City and County, they were incorrect. Each entity must stand on its own merit and they are not part of the Federal or Marriott program. The guidelines are quite clear as to who qualifies for the Federal Government and Marriott Hotels Per Diem Rate Program.
We certainly appreciate you and your associates staying at Marriott Hotels and look forward to being of service in the future.
I emailed back and suggested that he read Marriott's own policy about government rates which showed that local and county government are eligible, not just federal government, I inserted a link to the policy. I again received a response with the offer that he would send me the list of who was eligible (I found during all of this that government employers can be pre-approved and I am assuming this is in response to this type of problem. I am copying his email response to this form.
I just reviewed the list I have as to who qualifies for the Federal Government Per Diem Program. I do not see anywhere on the list the blanked out Authority. If you would share that with me I would be happy to assist. I could also fax to you the list of qualification guidelines and the various Federal government agencies that do qualify. Thank you
After some email sparring I finally copy/pasted the string of obnoxious email to customer care and asked that they please deal with the problem themselves.
I found that Customer Care would not even entertain another side to this story and here is their initial email:
We have reviewed Mr. Thompson's reservation and the hotel's response, and we concur with the hotel's decision. The Federal Government rate requires proper identification to be presented at check-in and since the appropriate identification was not presented the hotel adjusted the rate and the rate change will remain. We regret any disappointment this may cause.
For your convenience I have noted the following government travelers are eligible for the Federal Government rate:
- Civilian federal government employees
- Active military personnel
- Federally Funded Research & Development Corporations (FFRDC)
- Canadian government and military
Valid forms of identification for the Federal per diem include the following:
- Federal Government-issued credit card
- Federal Government picture identification card
- Military picture identification card
- Travel Orders
- FFRDC identification card (picture or non-picture)
If we can be of further assistance, we invite you to reply to this message
I responded again with a link to their own policy and received the following:
Thank you for contacting Marriott. We appreciate your feedback regarding this matter.
As previously stated in order to be eligible for government discount rates, guests must be an active duty member of the military or current employee, of any level of local, county, state, or federal government within the United States. Supporting credentials will be required at the time that the guest checks in to the hotel.
Unfortunately, none of the proper credentials listed on the website could be provided by Mr. Thompson. We apologize for any inconvenience this may have caused.
This is a huge departure from their prior email where they listed only federal and military employees and since Mr. Thompson was told he couldn't use his ID he didn't get a chance to.
But suddenly having admitted that the rate is available to all government employees at any level from local through federal. They have gone back to blaming the problem on the fact that our employee could not produce proof. We tried to do just that not understanding that what we could supply would never been enough because of the misunderstanding of their policies.
Having revisited the website this particular hotel has now changed their website to include that only federal government employees are eligible. Several of our staff members saw the website before this change was made.
I have been a Marriott gold member for some time and suggested that my employees use Marriott, none of us ever will again. I am amazed that they are willing to lose customers over something so petty that in fact was because of their own ignorance. I received an email from posting this complaint on another forum:
I read your recent comments to Marriott customer Care regarding the website for Marriott Tucson and the Federal rate program. This website has been standard for Marriott Hotels threw out the United States. The hotel cannot change the criteria on the Web and I assure you the guidelines and words have not been changed, this is standard for all MarriottâÂÂs. The Federal Program instituted by Marriott Corporation follows the Guidelines and criteria set by the Federal Government. We appreciate your staying with us and look forward to being of service to you in the future.
Joe Armbrust
General Manager
Marriott University Park Hotel
Tucson, AZ
This guy should do himself a favor and just admit what they did because this is not finished yet. Marriott owes us money and since it is taxpayers money we would like reimbursement.
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TrainTraveler86 on 06/17/2008:
I am very sorry to hear about your and your employee's recent problems with Marriott. You would probably never get this answer from Marriott corporate, but I can tell you what is happening. You ran into something called a "qualified rate". Very recently, Marriott put severe restrictions on per diem rates because of abuse by guests. When someone books a AAA rate they must show a AAA card. When someone books an AARP rate they must show an AARP card. When someone books a federal government rate they must show proof that they are working for the federal government. That was the initial policy. Then, especially because of pressure from state universities, Marriott introduced what was called a state rate. The state rate is a per diem rate that is only for state/county employees, including those employees at state universities. The state rate and federal rate, although they are the same rate (per diem for a particular area), have different qualifications. Hotels choose how many rooms they want to sell at each rate. Just because there is a per diem rate at the hotel does not mean the whole hotel gets the per diem rate, whether they qualify or not. Hotels have to pick and choose their business to make a profit. We could sell a whole hotel at the per diem rate, but the hotel next door will sell each room for twice as much. Our hotel will not be around that long. Same type of thing occurs with AAA and AARP rates. You have to qualify to get it. Unfortunately your employee did not qualify for the federal rate, but he did qualify for the state rate. It does not appear that there were any state rates available at that time. It seems awful, but think about it this way. You would not walk into a hotel expecting a AAA rate if you were not a member of AAA, whether you booked that rate or not. Similarly you would not book an AARP rate and show your AAA card when you check-in. Why is it important that hotels make a separation between state and federal employees? Some hotels are near hot beds of federal and state activity. Examples include University towns and state capitals. So hotels located near Universities may still want to accept Federal business at a per diem rate, but they would not be able to if there was only one per diem rate, because all of the state employees would book that rate. There are a million reasons why a hotel would choose federal business over state business or vice versa. It's not just about rate.
I'm sorry to say that it is incumbent upon the guest to read the rules and be qualified for the rate at time of check-in. Having worked at the front desk I have been screamed at several times over this policy. I hate the policy, but understand it. I would call the hotel and/or Marriott to make sure that the particular hotel you booked has a state rate as well as a federal rate. If you want to see an example of these two rates in action please visit
Search Gov/Military rate for 12/15/08 to 12/16/08. A whole list of government rates, both federal and state, will come up.
Hope this helps!
jenilynne1984 on 10/30/2008:
I work for Marriott and see both sides of the story. My side is this, especially with the ecomony like it is PEOPLE ABUSE THE RATES!!!!! We have people like teachers trying to get a govert discount when it is only entitiled for Military and federal government. People try to use govt rates of freaken vacations!!!! THAT'S NOT WHAT IT IS SUPPOSED TO BE USED FOR it is for federal govt business (govt issed Visa) and military. Argue all you want but since people wanted to abuse our systems Marriott has to tighten it down. I am so tired of the mail man try to get a freaken govt discount. Buddy you mean well but you didn't fight for our country, you didn't join the FBI and have a life risking job so get AAA like the rest of us
DebtorBasher on 10/30/2008:
Jen...when was the last time you had a vacation? From the tone of your comments you've been posting, I'd say it's time for you to take one.
But at least it's nice to hear the "other" side of the story...and have someone who will tell it like it is...but you are a bit harsh.
jenilynne1984 on 11/08/2008:
I take plenty of vacations. That is a harsh subject for me. I am tired of getting screamed at by people who can't follow the rules. If I break a rule for a guest I get written up not worth it. Guests need to read the rules if they want a discount.
SargeVA on 12/21/2008:
We had our own issue with Government rates. We are long time Marriott Rewards members. My husband has served in the Army for 22 years, and we have always qualified for government rates based on him being able to provide his military ID. Marriott does offer rates for both business and leisure for military members (at most properties).
On one particular roadtrip we needed a place to stay. We called the 800# from the road and asked for a hotel in Virginia Beach with the military rate. They booked us at a hotel (Springhill Suites). Upon arriving, we were not allowed to check in and get the military rate, because we were not traveling on official orders. Not something we were told, and they were not helpful at all...refused to check us in at that rate. I called back reservations and they asked to talk to the front desk because they felt the rate should be offered based on what they saw in their system. We met the criteria. The hotel refused to honor it. I left because we refused to pay double the rate for the hotel.
I called Marriott customer service and dealt with a very rude representative, and then her manager. They stated that Marriott has NEVER offered a discount for military on leisure. I was also told that if I got the rate in the past, then I was lucky they didn't charge me back!
Horrible experience. I then called right down the road to a Fairfield Inn (literally 4 blocks down the road). I was told "of course we offer the military rate for leisure".. so we stayed there. Same rate from Marriott.
Feeling very upset about how I was treated, I ended up calling back and talking to a different manager, who was in the same department as the other manager. He was prior military and was aware of the policies. He admitted that some hotels do require military to be on official orders, but if that is the case, it would be noted in their system. He said there were still a large portion of Marriott's that offered military members discounts for leisure.
Marriott ended up sending me a $25 gift certificate for the problems we experienced. What frustrated me is that I was aware of the policy, I had even read it online!
The first supervisor was rude, ugly and I was shocked at how we were treated by customer service! For her to insinuate that we should not have qualified EVER blew me away.
I even came home and re-read the policy. It said Marriott was proud to offer discounts to military for both business and leisure.
jero1906 on 01/06/2009:
I also work for a hotel. I see government rates misused often. But I prefer to handle it with a more tactful and diplomatic approach. If a guest clearly does not qualify, I will usually allow them to stay at that rate for this visit with the understanding that they may not qualify next time. I would never have allowed the situation described above to get out of hand the way lindi428 experienced.
Chris on 04/28/2013:
At Jenilynne1984, Marriott would allow teachers to get the discount. They are State Employees. The mail man would qualify for the Federal Rate because the mail man is a federal employee. The rate is not just for military. Their site also states "Note: At most Marriott hotels the government rate is available to eligible guests regardless of whether they are traveling on business or pleasure." you can see it doesn't always need to be for business only travel. http://www.marriott.com/File Blocks/US/Deals/chart.htm
michelle on 12/30/2013:
http://www.marriott.com/File Blocks/US/Deals/chart.htm
Me and my husband both work for government entities. I work for the State and he works for the City. I believe both qualify if I am interpreting their rules correctly.
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Stay away from the Marriott Residence Inn in Norcross GA
Posted by
Thoroughly disgusted
NORCROSS, GEORGIA -- On August 4, 2007, our baseball team took a road trip to Georgia to see the Atlanta Braves play. Check in was at 3:00pm and we arrived at 4:00. Needless to say, the rooms were not ready and we had almost 25 people (14 children) waiting to check in. While we enjoyed the popcorn in the lobby, it was obvious that the hotel was short staffed for the day. Later that night (around 9), the smell of smoke came into a room that I was in and the room filled with smoke. We did not hear an alarm to indicate a fire but decided to leave the room to make sure everything was OK. Well, the people in the room across the hall had burned a pizza in the microwave and the alarm in their room had gone off. The entire hallway was filled with smoke. I went to the front desk- in the other building - and they were completely unaware of what was happening. They began receiving several phone calls from people the building to make sure that there was no fire.
We happened to have a fire marshal traveling with us and he recommended that they call the fire department. She had to call her manager to get approval and finally about 10 minutes later, Security called 911 (and was put on hold)and reported heavy smoke in one of the buildings. Once the 6 fire trucks arrived, I had to escort the firemen to the correct room and explain what happened. I asked the lady at the front desk if they could change the rooms of the parents that were on the 2nd floor but she stated that fire department said that everything was fine and they should open the windows and keep the doors closed. Later that night (at 2:00)- I heard a lot of music coming out the room down the hall and looked outside my room. A bunch of teenagers decided to have a party- with an open room full of liquor and beer. I called and complained and the police came and broke the party up. (911- second time). The next morning around 7:00 am- the parent in the room that my 7 year old daughter was staying called to get me to come pick her up because the residents in the next room were in a heated argument and threatening to call 911.
I called the front desk and they sent someone to knock on the door. Of course the people said that everyone was OK but within 20 minutes were arguing again. (3rd 911 call). Everyone left that room- so I don't know how that was resolved. Next- I was at breakfast- they had 3 large groups this weekend and so the room was pretty packed. They had a wonderful assortment of breakfast food but when I got the sausage, it was still frozen. I reported this to the attendant and he took the pan and warmed it up again. When he brought the next pan out, the meat was still frozen. After the third try, I gave up. Needless to say, this is only my complaint- of the 7 rooms that we reserved,each guest had a laundry list of items as well. When we tried to complain the day before, we were asked to wait until the manager came in the next day. Well, I waited in line and listened to several guest demand a refund when checking out. They had complaints that ranged from dirty rooms, bugs in the rooms, late check in and missing towels. These people were offered their room for free and 2 free weekends to any Marriott. I wasn't going to make a big deal but when a guest got 2 free weekends because she didn't have any towels, I just knew that my issues by far outweighed theirs.
When I spoke to the assistant manager- (she didn't notice that I was standing there when she offered these amenities to the people in front of me) I was informed that she would have to check with her manager before she could offer me any type of compensation. I asked her to call her manager. She informed me that he was out of the office for the next week for training. I asked her for the corporate office number, she informed me that they were not associated with a coporate office since they were a franchise. I asked for the GM's phone number-which she gave me. I called the number from my cell phone and would you believe that she had the audacity to give me the wrong number. I handed her the phone so that she could hear that it was the wrong number. She did not offer any other resolution. She kept telling me that I would have to wait until her manager got back into the office. I asked her how could she offer the other guests the free weekends- she lied and said that they had complained the day before and she had gotten pre-approval from the manager (that was out of town for a week) the day before. I went outside and tracked down one of the guests -who informed me that she had just complained that same day- not the day before. I asked the Assistant Manager to take my phone number and have the GM call me at his earliest convenience. I still have not heard back from him. At that point, I am fuming...I called the reservations line who transferred me to Customer Care at the Marriott corporate office.
I am awaiting a response from a District Manager because at this point, the locally owned franchise General Manager can not do anything to resolve this situation. Most of my issues were completely out of the hotels control and a simple apology would have sufficed but to have a member of management treat me as rudely as she did, refuse to provide the corporate number, and provide an invalid number to contact the General manager is completely unacceptable. I am trying to get resolution at a District Level but it is taking a bit too long for a response and for every day it takes, another complaint message board will be found.
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AsherB on 10/11/2007:
The Marriott chain is the worst in the industry. Stay far away.
jktshff1 on 10/11/2007:
My idea of roughing it is staying in the Marriot when the Hilton is full
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Marriott Marquis - Times Square (NYC) - Hotel Manager Makes Excuses for Poor Service
Posted on
I think the best way to explain how hotel manager handles customer service complaints is to share with you his own words.
Read below for the entire email exchange:
From: Erik A. Cooper
Sent: Monday, April 23, 2007 3:27 PM
To: Dembek, Joe
Subject: Message from Erik A. Cooper - Complaint
Dear Mr. Dembek:
I am writing you as the general manager of the Marriott Marquis in New York, and to express why you will not ever see me again as a guest at your property.
His name is Enfamy -- perhaps spelled incorrectly because I witnessed no one in the Concierge lounge wearing a name badge.
I shared my experience dealing with Enfamy with your guest relations manager, Wassim Youssef, before leaving your property yesterday. I understood you were not in.
Enfamy found himself in a position of rude, obstinent, gestapo-type authority over the Concierge Lounge yesterday afternoon. You allowed him, under your authority, to act in this position.
While I appreciate during closed hours, Marriott offers your Concierge Lounge for rent to others, Enfamy took the "special event" yesterday for privileged individuals as an opportunity to shun, embarrass and offend your other "valued" guests as outcasts and dejects.
The scenario: At approximately 4:55 p.m., but no sooner, I approached the Concierge Lounge entrance with another guest whom I did not know. The other guest reached the doorway before me, swiped his card, and tried the door. It was locked. Your other guest knocked. No one came or responded, though a heavyset African American man sat behind "central command" (your control desk), ignoring the other guest and me. He could not have known I was there. However, Enfamy looked at the guest through the narrow window, then at me, and continued to ignore us. The other guest knocked again, this time louder. Only three guests occupied the lounge, giving the appearance that the lounge was, in fact, open, and the card / door was broken. When Enfamy finally approached, he spoke to the guest (and indirectly, to me) through the glass. "The lounge is closed" he said, "private event". He spoke slowly with expressioned lips and gestures to make certain the mutes (me and your other guest) on the opposite side of the underprivileged door could understand him, like a teacher would address kindergarteners. The man (other guest) persisted. He knocked again. "I just want to sit down" he said. Enfamy opened the door about 5 inches, telling the man through the protected space, again, the lounge was closed. The man persisted. "I just want to sit down. Can't I wait over there in the corner? I don't want a drink yet." Enfamy's rude and obnoxious demeanor continued. "No, I said..." and the guest interrupted. Enfamy ostracized your guest (and again, indirectly, me since I wanted the same thing). Enfamy said, "You're not listening." to your other guest. "I'm telling you that you can't come in until the lounge opens at 5." At this point, it's now 4:57 p.m., and the three guests who were milling around inside for the "special event" had now left. Enfamy told the man and me that we'd have to wait. Your other guest persisted, now blocking Enfamy from closing the door on us by jamming his foot in the doorway, nearly starting a fistfight. "I'll just stand here" the guest said. "No, you'll have to wait outside" Enfamy responded. "You need to close the door." "I need to sit down, there, in the corner." your guest replied. We stood together, outside the Lounge, embarrassed and dejected. According to my watch, at 2 minutes after 5:00 p.m., one of your other associates in the lounge unlocked the door and let us in. This other associate gave me Enfamy's name.
I will not return to your property ever again. You will research my history with Marriott and find I've traveled from one Marriott to another across the country, staying with you more frequently than I stay in my own home.
I have never experienced such rude and obnoxious service from anyone, much less a Marriott employee, ever.
Mr. Dembek, Enfamy is the reason I will never return. In my opinion, Enfamy is a modern day street thug dressed as a Marriott employee who took the limited control you gave him (i.e., when to open and close the lounge) and he wielded that control like a Czar.
Your decision to employ such individuals speaks volumes about your management decisions, and as such, you won't need someone like me to return to you ever again as your "guest". I'll be treated better someplace else. Someplace where my loyalty is appreciated, and respected.
Yours truly,
Erik A. Cooper
Gold Marriott Elite Member
cc: Wassim Youssef, Guest Relations Manager
-----Original Message-----
From: firstname.lastname@example.com
To: Erik A. Cooper
Sent: Wed, 25 Apr 2007 11:12 AM
Subject: RE: Message from Erik A. Cooper - Complaint
Dear Mr. Cooper,
Thank you for sharing your comments regarding your visit to the Concierge Lounge at the New York Marriott Marquis. Please accept my sincere apologies for the unpleasant experience you encountered. Our goal is to provide each and every guest with only the highest standards in hospitality and service. I am sorry to hear that one of my associates did not provide the service our guests come to expect at the Marquis. I want to assure you that this incident will be investigated and addressed appropriately. I thank you for bringing this training opportunity to my attention so I make the necessary improvements to improve our guest stay.
I do hope this isolated incident will not preclude you from staying at the Marriott Marquis in New York. Please do not hesitate to contact me so I may personally follow up on your stay to ensure it is an enjoyable experience. Thank you for writing to me, I appreciate your feedback.
Joe Dembek
Hotel Manager
New York Marriott Marquis Hotel
212-704-8795 Direct
212-398-1900 Hotel
212-704-8974 Fax
From: Erik A. Cooper
Sent: Wednesday, April 25, 2007 8:56 PM
To: Dembek, Joe
Cc: Youssef, Wassim
Subject: Message from Erik A. Cooper - Complaint
Dear Mr. Dembek:
I am in receipt of, and thank you for, your response. I am disappointed with your reply. Your comments do not assure me the incident will be resolved, or that I should return to your property.
You will see from my Marriott history I visit New York fairly often and religiously stay with Marriott properties. I regret I can not add your property to my choices.
I will look forward to hearing from you again. In the absence of your timely response, I will forward my grievance to Mr. Marriott's Special Member Services office.
Erik A. Cooper
-----Original Message-----
From: firstname.lastname@example.com
To: Erik A. Cooper
Cc: firstname.lastname@example.com
Sent: Thu, 26 Apr 2007 8:15 AM
Subject: RE: Message from Erik A. Cooper - Complaint
Dear Mr. Cooper,
Let me apologize for you feeling that my response was not appropriate. Let me assure you we are addressing the issue so it will not occur in the future. Please know that we do value your business. I understand you have choices when you visit New York and I hope you decide to make the Marquis your choice in the future to give us the opportunity to regain your trust.
Joe Dembek
Hotel Manager
New York Marriott Marquis Hotel
212-704-8795 Direct
212-398-1900 Hotel
212-704-8974 Fax
From: Erik A. Cooper
Sent: Thursday, April 26, 2007 11:53 AM
To: Dembek, Joe
Subject: Message from Erik A. Cooper - Complaint
Mr. Dembek:
As a Marriott guest, when I select your property for accommodations, I consider all of the amenities offered when booking my room. Location, cleanliness, quality, service, gym, restaurants, room service, concierge lounge.
When you don't provide the services I paid for, I am dissatisfied. When you provide your service with a rude, offensive and inappropriate employee, you have not provided the services I paid for.
Your hotel is not cheap. Your rooms were not what I expected, but your staff fixed that. If you don't provide the services I paid for, I have sufficient reason to complain to you, and to be disappointed for my experience at your property.
I will look forward to hearing from you.
Erik A. Cooper
From: email@example.com
To: ERIK A. COOPER
Sent: Thu, 26 Apr 2007 4:21 PM
Subject: RE: Message from Erik A. Cooper - Complaint
Dear Mr.. Cooper,
After further investigation of the weekend, our records indicate we offered an upgraded corner king, and a late check out on Sunday at no additional charge. At this time, I feel that we have more than compensated you for your concern and will not be offering any additional compensation. I have reviewed your concerns with Mr.. Marriott's office who are in agreement with our decision. We do discuss as a company how we handle our associates issues with our guests. I am sure you can understand our position and my responsibility as Hotel Manager.
We do appreciate your business to Marriott.
Joe Dembek
Hotel Manager
New York Marriott Marquis Hotel
212-704-8795 Direct
212-398-1900 Hotel
212-704-8974 Fax
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Anonymous on 04/26/2007:
In other words... don't let the door hit you in the a$$!
Always Right on 04/26/2007:
What exactly were you expecting from the manager?
Pomona Guy on 04/26/2007:
This whole post smacks of racism. It sounds like a person of color was given authority and you can't handle that. This is 21st century America. Get over your racism!
Anonymous on 04/27/2007:
Alecka, you made all this up right? With all the crap going on in the World today and THIS is what upsets you? Where is PWP, Alecka deserves the bonehead post of the year award. Learn to take it down a notch and really, do get a life. Your probably the one in the cheapest room demanding the most from anyplace you stay.
Hugh_Jorgen on 04/27/2007:
I have to Echo the others - what did you expect the manager to do? You didn't make any specific requests, so other than apologize and assure you he would handle the issue internally, what more did you want?
Shakra on 04/27/2007:
It was a private event. Why do you feel that you deserve special treatment? I work at a place that has private events all the time. Anybody who wasn't invited wouldn't be allowed to enter the area, either. What part of private don't you understand?
The other person was the rude one. He actually put his foot in the door to keep it from closing.
The real problem is that you were told no. People frequently state that the person was rude because they hear that word. It doesn't matter how nicely you say it, people take offense regardly.
Ponie on 04/27/2007:
Smart Alecka, just how many apologies do you want? Looks as though you already received some perks, but you're looking for more, right? Don't hold your breath.
rhondam718732 on 04/27/2007:
You have got to be kidding! The "other gues" was rude, did not listen to the hotel staff and nearly started a fight...how inappropriate. If he needed to sit down so bad he shoukd have done so in his room, the lobby, etc. Unvbelievable. And with your upgrade, etc at the hotel...what more could you want?
Anonymous on 04/27/2007:
There is no excuse for poor customer service -- simply disrespect for your "guest" ("customer").
No matter who we encounter in customer service situations, respect is a minimum expectation. When the line is crossed, something needs to be done. Am I expected to return to this hotel and be treated the same way again? Is one rude experience permissible?
The room was $500 a night. Any hotel charging $500 a night, regardless of where in the world it is, should provide exceptional service rather than insulting staff (street thughs).
In my opinion, if you personally choose not to speak up, then get in line for the slaughterhouse with the rest of the LAMBS.
To the egghead who thought any of my complaint had to do with racism, you're simply an idiot. I have nothing further for you.
To answer "What else did you expect the manager to do?", my answer is simple -- assure me you've handled the problem, don't make me your guinea pig to improve services for future guests, and don't expect me to pay full price for a service you didn't provide.
While some may think my complaint was over-the-top, unlike some people who follow the sheep, swipe their credit cards, and put up with poor service, I won't tolerate it.
No apologies here.
"KenPopcorn" seems to have understood -- Marriott's response is "Don't let the door hit you in the ass."
Incidentally, are any posters to this message board NOT employees in the service industry? Sounds like the bloggers who'd bother to visit this site and defend street thugs in five-star hotels are employees in the service industry (who probably condone the same conduct). You're on my list.
Anonymous on 04/28/2007:
Alecka, "You're on my list"? OMG eveyone run for the hills were in trouble now! Alecka the Terrible has put us on his list! What a moron. Go back to Motel 6 where you belong. And learn when your told no not to cry about it you big babby.
Skye on 04/28/2007:
They offered you an upgrade. Not good enough. I know, you want Emphany fired right?? I would love to hear his side of this story.
Michael Ables on 05/22/2007:
Hi Aleka and thanks for your comments. I am a chef. I don't currently work for Marriott but from what I hear from fellow chefs that do work for them they are a very good company that offers excellent training.
I read this thread several times before adding my 3 cents
First off, you are right when you say you should not be treated like a guinea pig.
I take this comment to mean that you feel that any staff that you encounter should be trained.
You allso mentioned there was at least one other staff member present. You did not mention that the staff member that gave you Empanys name was rude so I kind of suspect that may be Empany was in training. I think this because he was rude. He was sitting. He had no name badge
Empany should have been standing. Empany should be standing in a location that he could monitor the guests at the door as well as the guests in the room
Empany should have seen you coming and came outside the door to speak with you before you even tried to swipe your card
Empany should have appologized to you about a meeting that was running late in a space that was designed for you. Then he should offer you a beverage. I don't think letting you in would solve all service issues.
The meeting should have been schedulled to be finished 15 minutes before the room was to be used by other guests. This allows for guests that might not be privileged to the concierge level set up, time to leave and time for the staff to make the room ready for you.
In my opinion the space was overbooked. This is what caused the problem. If the space was not overbooked I doubt the problem would have happened
I allso doubt that the employee is still working at the Marquis. Even if this is a union hotel, the consierge level is a high profile yet low paying job. No tips. I would bet next weeks pay Empany is no longer working there due to several writeups and better opertunity elsewhere. Sounds to me like he works as a bouncer for night clubs.
The fact that you were given an upgrade was because you were not pleased with you original room asignment. This is a separate issue and should not be thought of as conpensation for your trouble at the door to the concierge level
I understand why you would not want to return to that consierge level after feeling as bad as you did. Perhaps you can call the front desk and ask for the conciege level and then ask if Empany is still working there.
I bet if he is that he has a much better customer service attitude.
You did not mention any other untrained employee at the property so that leads me to believe the general manager will live up to his word
Do you other posters agree with me?
Michael Ables on 05/22/2007:
Hi Aleka and thanks for your comments. I am a chef. I don't currently work for Marriott but from what I hear from fellow chefs that do work for them they are a very good company that offers excellent training.
I read this thread several times before adding my 3 cents
First off, you are right when you say you should not be treated like a guinea pig.
I take this comment to mean that you feel that any staff that you encounter should be trained.
You allso mentioned there was at least one other staff member present. You did not mention that the staff member that gave you Empanys name was rude so I kind of suspect that may be Empany was in training. I think this because he was rude. He was sitting. He had no name badge
Empany should have been standing. Empany should be standing in a location that he could monitor the guests at the door as well as the guests in the room
Empany should have seen you coming and came outside the door to speak with you before you even tried to swipe your card
Empany should have appologized to you about a meeting that was running late in a space that was designed for you. Then he should offer you a beverage. I don't think letting you in would solve all service issues.
The meeting should have been schedulled to be finished 15 minutes before the room was to be used by other guests. This allows for guests that might not be privileged to the concierge level set up, time to leave and time for the staff to make the room ready for you.
In my opinion the space was overbooked. This is what caused the problem. If the space was not overbooked I doubt the problem would have happened
I allso doubt that the employee is still working at the Marquis. Even if this is a union hotel, the consierge level is a high profile yet low paying job. No tips. I would bet next weeks pay Empany is no longer working there due to several writeups and better opertunity elsewhere. Sounds to me like he works as a bouncer for night clubs.
The fact that you were given an upgrade was because you were not pleased with you original room asignment. This is a separate issue and should not be thought of as conpensation for your trouble at the door to the concierge level
I understand why you would not want to return to that consierge level after feeling as bad as you did. Perhaps you can call the front desk and ask for the conciege level and then ask if Empany is still working there.
I bet if he is that he has a much better customer service attitude.
You did not mention any other untrained employee at the property so that leads me to believe the general manager will live up to his word
Do you other posters agree with me?
Anonymous on 05/22/2007:
Thanks for taking the time to explain your familiarity with my experience.
I always feel a consumer should get what they pay for. The Marriott Marquis is not a cheap place to stay. The room upgrade was to accommodate an "elite" guest, not as an apology for a rude employee.
I agree with your points about what Enfamy should have been doing (I.e., standing, not sitting), etc. This is what I've seen at many other Marriott properties I've visited.
What concerns me most of all is the response from Marriott to the whole matter. No problem though. I visit New York often, and there are MANY other hotels to choose from.
Anonymous on 06/05/2007:
Kudoes to the manager for putting you in your place. That's all I got to say! You were obviously going for a give me grab & the manager saw through it. I wish that more businesses had managers like him!
Skye, I agree. I'm sure would love to know Emphany's side of the story, which of course, the poster 'forgot' to mention. Funny how people trying for give me grabs always forget the employee's side of the story.
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Dissatisfied customer-rewards
Posted by
COLUMBUS, GEORGIA -- Sent: Sunday, May 17, 2009 9:36 AM
To: marriott@marriott. delivery.net; customer. email@example.com
Cc: johnsro2@richmond. k12.ga. us; charles. email@example.com
Subject: RE: Disappointed with your hotels
Attachments: 054.JPG; 057.JPG; 056.JPG; 055.JPG; 058.JPG
Worlwide customer care,
Recently from reward points to hotel reservations, to poorly kept rooms, I have become very dissatisfied with your service at the Town Plaza Suites, from rooms that were petite that was not my reservation; unclean with coffee cups, water bottles left, pans in the sink and these photos are attached on Saturday, May 16, 2009. The camera was not dated because we had to move quickly to go to the Springhill Suites and Josephine did not want to come up to look; the time was 6:30 pm. With staph infection and swine flu so easy to transfer, I don't know if the room was disinfected at all.
Rewards had me hold on last May 8, 2009 while they call Marriott hotel at Northeast Atl to see if I really stayed there April 8-10, 2009 and July 20-25,2008. Then coming back and saying there was no record of me staying at the hotel when I'm giving my receipt no. and date when my checking account was debited. Then I gave them the name of front desk manager, Montrell Jenkins and they called back and he verified all my information. There is no trust in your hotel for me any longer.
The rewards center had to verify my stay for August 1, 2008 and Labor Day weekend at the Atlanta hotel and even mentioned to me that I stayed free when in essence Richmond County Schools sent a check for $387 for July and I hand delivered this to the clerk and the other dates were deducted from my checking account.
On yesterday when I arrived at your Town suites, Columbus, Georgia and called back to reservations, James helped me while I called Josephine at the desk to cancel my reservation and set up at Springhill Suites. I used the points to pay for this reservation. The back of the room at Town Suites portrayed a basketball goal, toys, yard that was poorly maintained and one-bedroom mobile homes with no wall to keep customer privacy. When I went down to depart after our phone conversation, Josephine had left.
I then expained to the clerk again, while I was leaving. He told me the manager was Fyzal Ishahak and to notify him as well. He then offered me drinks and candy.
Finally at Springhill Suites, Jonise said I was a "Basic" member and could not use points and had to call her manager to see how they could put in the points because she did not see how I could use them although James at Reservations had set me up using my points. Thankfully, my mouth did not out-speak my mind because she was a basic worker at one of your properties. She then insisted on swipping my card although the room was free. She was very adamant about her managers names—with an attitude: "Milisa is guest services manager and Claire is the General Manager and gave me the cards for both. If the drive had been less than five hours, I would have driven back home!
Later I spoke to a clerk at Springhill who was ex-military and he was kind and said Jonise should not have use those words but Leonard Campbell said she was new and does weekends and probably should have called the manager after she had put me in and assigned a room and let the manager (s) handle it, and apologized again--what a friendly guy. He also said not to let that detain me from visiting the property again. She assigned me a room at the very end of the hall and my disabled mom could not walk to it!!! When I brought it to Jonise's attention, she said: "Could you and the girl with you switch rooms the?" My mom is under doctor's care for a leg would at Doctor's Hospital in Augusta, GA and Edgefield for her mind/aging.
It is with my sincere hopes that these matters will be addressed in the most appropriate manner. My Rewards number is 885057679. My address is:
6 Old Chappell Ferry Road
Johnston, SC 29832
Rosa H. Johnson
To say the least, when I travel, be it one hour or five hours, there is no room for feeling this type of frustration, intimidation, and dissatisfaction.
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Unsafe Area -- Stay Away!!
Posted by
maria george
My husband (physician), infant, and I stayed at the Marriott Courtyard Isla Verde Beach Resort in Puerto Rico (7012 Boca de Cangrejos Avenue) in December 2007. The area of this hotel by far is the most unsafe place we have ever stayed at. The Marriott Hotel staff will have you thinking otherwise -- GUESTS BEWARE!
On our 3rd night there, my husband was approximately 2 blocks from the Marriott when he was attacked by 5 thieves. He was able to out run them and get back to the hotel, but had to be rushed to the hospital in order to receive 10 stitches on his head.
I have been in back and forth correspondence with the Marriott Hotel in Puerto Rico. The general manager is both indifferent and unbothered by the fact that my husband nearly lost his life 2 blocks from his hotel. He has repeatedly said that his responsibility ends right at the hotel's property line. In addition, he is not interested in trying to implement a cooperative effort with the other hotels in this area for extra security and/or perhaps some extra lighting. Furthermore, he also will not warn unsuspecting guests, who are unfamiliar with the area's dangers, that they should venture out of the resort at their own risk. The general manager's response is very unlike the customer service we are used to with the Marriott.
In addition, I copied Marriott International, Inc. headquarters on all my correspondence and once again I have been met with indifference. They neither bothered to write back, nor advise the Marriott at Isla Verde in Puerto Rico to take action.
Finally, I also contacted the Ritz Hotel in Isla Verde. The general manager there personally called me at my home in New York and said she would be willing to join in in creating a partnership with the other hotels in the area to implement a security plan. The Marriott Hotel is still uninterested.
Future guests, you should also be aware that when my husband was attacked and ran back to the hotel with blood stained clothes, the front desk staff was proactive in "hiding" his presence. They did everything in their power to keep the incident a secret and still continue to take this stance. It has all been very disappointing indeed and I fear that next time something like this happens it could turn out far worse.
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bargod on 03/20/2008:
While their attitude was very poor you are not their responsibility off hotel grounds. In third world type countries like that it is dangerous to be off hotel grounds after dark. I had a similar event happen to me in Costa Rica,I was confronted at gunpoint just a couple blocks from my hotel when I ventured out after dark. Crime is everywhre.
Hugh_Jorgen on 03/20/2008:
Bargod is right - it's hard enough for them to keep their own property secure in these third world countries - much less the neighborhood surrounding them. How far do you suggest they patrol? Two blocks? Three? Four? Then what happens when your husband gets mugged five blocks from the hotel?
You own it to yourself to be aware of your surroundings and know when and where you can roam.
Anonymous on 03/20/2008:
I can't imagine any hotel advertising to their customers that their place of business is located in a dangerous area. They, like you, are responsible for their own property. If you venture from that property, you do it at your own risk.
Ponie on 03/20/2008:
I thought *all* of Puerto Rico was unsafe.
I agree with Hugh. Should the hotel or local police (if there are any) be responsible for crime control? I'd take the same stance the hotel took.
yoke on 03/20/2008:
You can get robbed even in the best of areas. It is your job to make sure your surroundings are safe.
What was your husband doing out alone at night in an area he did not know?
spiderman2 on 03/20/2008:
I totally agree Ponie!
My questions are (1) Why is your husband being a physician at all relevant to your complaint? Do they owe him a higher standard of care because he is a doctor?
(2) Did you use a travel agent or book this hotel online? A travel agent would be able to direct you to a safe hotel and/or area.
The hotel is correct, they do not need to provide your husband or anyone with security when they are off the grounds.
maria george on 03/20/2008:
Yoke....Who told you that my husband was out at night? Try to read more carefully before posting your comments. In addition, two blocks from our hotel is hardly like roaming miles and miles from your destination. We do have common sense; however when we travel we also rely to a "certain" extent on our reputable hotel, I.e. Marriott, not a fly by night motel.
When we travelled to Cancun a couple of years back, we stayed at a Marriott there. The hotel staff gave ever guest a MANDATORY 15 minute meeting session, where they informed everyone of sketchy areas, certain nefarious events, and unsuspecting circumstances. This thoughtfulness was extremely helpful, not only for us but everyone especially those visiting Cancun for the first time.
Yoke, it seems like your advocating that my husband should be chained to the hotel area. Is it not right that a traveler venture out a few blocks from the resort? Good Lord!
spiderman2 on 03/20/2008:
wow maria -- maybe they detected your pleasant demeanor and decided not to speak to your highness. Also, just because your husband is a physician does not make him of superior intelligence, I used to work in the medical malpractice field for a defense attorney and have certainly met my share of not too intelligent physicians.
maria george on 03/20/2008:
Bargod...Since when is Puerto Rico a third world country? The last I heard it was part of the USA. Did something change these past 2 months? Please enlighten me!
I surely understand that crime is everywhere. What I would like done is in an area where there are 5+ well reputable international hotel chains a better effort at keeping proper security and crime down should be implemented.
maria george on 03/20/2008:
Hugh -- I can completely understand that a hotel can't and shouldn't be responsible for security issues for miles and miles away its property line, but a 5 block or so radius is very much within its responsibility.
Anonymous on 03/20/2008:
I understand your complaint, Maria. On the other hand, it may be a bit unrealistic to expect a hotel to advertise "In addition to our pool, bistro, and weight-room...we also feature gangs of neighborhood muggers, dangerous and unfenced construction, and a nearby toxic waste dump."
Muggers near a fairly nice hotel? Not so much of a hidden hazard...rich tourists are there. Muggers probably see little point in seeking their victims in the barrio. Seems a bit obvious. In that regard, warning guests about potential muggers would be like requiring the cafe to print "HOT" on the side of their coffee cups. There is an always element of personal responsibility. All best.
MSCANTBEWRONG on 03/20/2008:
It's hard to hold a hotel responsible for your safety if you are off the hotel property. Is this some type of resort where the property extends for several blocks? If not, they can't be held responsible for crimes committed while off hotel grounds. It unfortunate that your husband was assaulted. As stated by previous posters, it's a crime ridden world and everyone must be vigilant and aware of their surroundings.
maria george on 03/20/2008:
Ghost -- well I'll try to go ahead and look past your sarcasm and comment...
SOme food for thought for you: When we travelled to Cancun a couple of years back, we stayed at a Marriott there. The hotel staff gave ever guest a MANDATORY 15 minute meeting session, where they informed everyone of sketchy areas, certain nefarious events, and unsuspecting circumstances. This thoughtfulness was extremely helpful, not only for us but everyone especially those visiting Cancun for the first time. It would have been nice for this Marriott in PR to do something of the same; however, they were more interested in keeping everything "secret".
maria george on 03/20/2008:
MSCANTBEWRONG - As I said before, it would have been nice to be "filled in" on the safety issues. Isla Verde consists of a approximately a one mile strip of very well reputable hotels such as The Ritz, The Marriott, and Inter-Continental, among others. It is not unreasonable for travellers staying at any of the hotels to venture out among this area and feel somewhat safe.
While we were in PR, we spent a considerable amount of time in Old San Juan and the police presence there was EVERYWHERE. Why can the same not happen in Isla Verde? The answer is because of the indifference the general manager and others are showing in this very serious situation. "It's not MY responsibility -- you got attacked 2 blocks from MY property line!!"
Anonymous on 03/20/2008:
Okay, Maria, you win. MANDATORY safety meetings for all. And, let's not forget MANDATORY lectures about hand washing for guests entering the buffet line! MANDATORY helmets for use in the showers. Muggers in PR a 'secret'? Okaaayyy. Some things are obvious. I wonder how many people buy a pack of cigarettes, unaware of their risk, read the Surgeon General's warning, and say...'Hmmmmm, I never knew that"?
Blame is easier to place than it is to accept partial responsibility.
MSCANTBEWRONG on 03/20/2008:
Maria--I don't receive a warning every time I leave my house to run an errand...um...I could be mugged, shot, raped, killed...I don't receive a warning every time I get on an airplane...uh...it could crash...I don't get a warning every time I get into my car...uh...someone could hit me, I could hit someone, it could break down...It's called COMMON SENSE...try it out...it's FREE!
Anonymous on 03/20/2008:
And American's wonder why when we travel the rest of the World can't stand us. Except the French, they don't count and we don't care.
maria george on 03/20/2008:
MSCANTBEWRONG -- OKAY I get it UUUUUMMMM, so if you have a guest who then leaves your home and then gets attacked by 5 thieves one inch from your driveway I guess you couldn't care less and have no responsibility since your property line has ended UMMMMM RIGHT???
Anonymous on 03/20/2008:
I'll have to side with maria on that last point.
maria george on 03/20/2008:
Ghost -- Let's stick the subject at hand ...I have no comments for cigarette uses, washing hands, etc.
Is there something wrong with a team effort among hotels to make a small area a bit safe? It seems to be working in Old San Juan...why should things be any different in Isla Verde?
I think it would behoove both tourists and the general public. As for muggers in PR -- we had no idea. And YES it would have been nice to be let in on the secret. OKAY? Obviously you have some hidden prejudices huh? We picked to travel in PR for many reasons. One very important one was for the fact that it is part of the USA where the importance of security is foremost.
maria george on 03/20/2008:
LOL -- UrFriendlyPirate
Anonymous on 03/20/2008:
I'm with Lidman on this. For crying out loud, maria george....get with the program, already.
Un-totally-unrealistic maria...my safety is EVERYONE else's responsibility.
Anonymous on 03/20/2008:
I also see that maria george has some growing up to do...put that on your list, sweetie...
Anonymous on 03/20/2008:
I'm with Leela and Lidman on this one (and everyone else except Maria and Pirate). Seems all Maria and Pirate want to do is fight with everyone. Nothing new with that as far as Pirate goes.
Anonymous on 03/20/2008:
Why is this post still up?
The moderators can't seem to tell the difference as to the fact that this maria george is only here to start trouble and will only get help from one of this sites biggest troublemakers UrFriendlyPirate and yet the moderators see fit to let this go on while every one else is being attacked! What is wrong with this picture?
Leela is more courageous and straight up then you will ever in you life come close to mg!
maria george on 03/20/2008:
Superbowl -- well I guess the disagreement is settled -- HAIL TO THE CHIEF --- HAHAHA
Anonymous on 03/20/2008:
Maria, darling...I DO have my OWN views. You seem to think that the world should revolve around you, and your problems.
tnchuck100 on 03/20/2008:
maria, your expectations of the real world are totally unrealistic. As an adult you need to take responsibility for your own safety. You can get mugged in New York even more easily than most other places.
Being argumentative with each member only goes to support many of their opinions that you are, in fact, pompous.
Anonymous on 03/20/2008:
I'm going to side with Maria in a number of instances here. Why does the general membership tend to shark new posters?
maria george on 03/20/2008:
Tnchuck100 -- Here is the difference ...I know about NY. However I do not know of places I travel to -- Get it?
Anonymous on 03/20/2008:
Chuck, Best Answer.
Anonymous on 03/20/2008:
I suppose I'll receive a similar lashing as everyone else, but I'll still respond. Maria, did either you or your husband think to ask anyone at the hotel whether or not the area you were in was considered safe or not? I guess I just can't see how this could be the hotel's responsibility to tell you - and I agree with you that you received extraordinary customer service in Cancun where the mandatory meeting was held, but you can't expect that every hotel run its business the same way. Yes it would be nice, but the truth is, it's not going to happen and it is our responsibility to ask the questions if we are at all concerned about our safety.
Anonymous on 03/20/2008:
wow,looks like I haven't missed much...
maria george on 03/20/2008:
Justcuz -- Well that's the thing -- we DID ask the front desk staff and we were told it was very safe to venture out, far more out then where my husband was (2 blocks away).
In addition, I do not expect anything less than superior service form the Marriott.
Anonymous on 03/20/2008:
"Ghost -- Let's stick the subject at hand ...I have no comments for cigarette uses, washing hands, etc."
No, Maria, you merely want someone to salute your "I'm a victim" flag. Sorry. Some of us have a bit more experience (and reality) with regard to how the world works. Nothing to see here...move along.
Frank on 07/27/2011:
Puerto Rico most dangerous. Stay away please. Stayed at the Marriott 10 days in 2009 due to my nephew being attacked. Hospitals and police service suck there. Finally got him back to the states where he ultimately died. Thanks Puerto Rico. No warnings from the front desk or staff of dangers
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Change in policy reference military retirees.
Posted by
SAN ANTONIO, TEXAS -- I served my country in the Air Force for almost 35 years and recently stayed a the Huge Marriott Hotel here in San Antonio. I telephonically asked for the militlary rate and when I showed up, displalyed my ID and was given a room at the military rate. After a couple of days I decided to get an additional room for my son and grandchildren. The clerk again looked at my ID and said I couldn't get the government rate as the rate was only for active duty or other government employees. I told him I was essentially still a govbernment employee as I was drawing a check from the DOD for my three plus decades of service. He allowed as how he would let it go this time as I wasn't aware of the rule. It was a bit embarrassing to me as I felt like I had consciously cheated by getting the military (Government) rate. I have stayed in Marriott hotels many times in the past since my retirment and have never had that mentioned. Not sure if it is due to the clerks not knowing what an active duty ID looks like as opposed to a retired ID or maybe some folks didn't get the memo? I believe its a sad situation when those of us that have served in several militry conflicts over the years are told the rate only applies to those presently serving. Not sure why the change in policy but I'd appreciate an answer as to why that decision was made. I could understand a restriction on a certain number of government rate rooms but not an entire retiree restriction.
Respectfully R. S. Ainslie, Colonel, USAF (ret)
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Hotel Worker on 09/20/2012:
The hotel I work at offers a Military Discount to ACTIVE members of the military. While I do appreciate your 35 years of service, and you do draw a military pension, you are not on active duty anymore and would not qualify for the military discount at my hotel. While retirees from the military might not like this policy, there is nothing I can due to change it, and if it comes to giving you a military discount or me losing my job, I'll have to choose the option that is of the most benefit to me, which is my job.
FoDaddy19 on 09/20/2012:
Thank you for your service. I think what may have happened here it was that the military discount was likely indeed for active service only, but the person who checked you in initially didn't know the difference between the active ID and the retired ID, and mistakenly gave you the military rate, and the 2nd person to talked to did know the difference. If that was the case, then it was nice of them to give you the discounted rate for the 2nd room.
Anonymous on 09/20/2012:
He gave you the discount even though you weren't eligibile for it. Sounds like this should be a compliment.
Anna Molly on 09/21/2012:
First of all, I don't understand the last 2 responses to this review, unless it's been changed, because I don't see where a discount was given for an additional reservation.
I appreciate your service to our great country. I am also a war veteran, not retired. I'd appreciate any discount I could get, if I knew about it beforehand.
The only time my past service (discount) was extended to my family members, was when I booked a Carnival cruise, booked at the same time, through me.
I've also volunteered as an EMT, granting me not much courtesy from anyone.
Again, I appreciate your contribution to our freedom, and I am sorry you feel that way.
Dont UseMarriott on 10/12/2012:
I too was upset that Marriott had changed their policy regarding military retirees. I have used them exclusively through the years and was shocked when I attempted to check in at a hotel in Florda and was told that the military rate did not apply to retirees.
Marriott's decision means they do not respect or desire military retirees
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Stopped Complimentary Breakfast & Cookies
Posted by
KIRKLAND, WASHINGTON -- We have stayed at many different Marriott Hotels and have always had great breakfasts and were offered cookies when we checked in. The last time we stayed in Kirkland, we were told that Corporate put a stop to this. Well, we will look for other places to stay that still offer these things. we often travel with our grandchildren and this really helps out.
Also, our son travels all over for his company and has mostly stayed at Marriotts, but will now look for other hotels. You may save some money in the short term, but in the long run, you will loose customers!
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Ben There on 06/12/2012:
Like most other hotel brands like Starwood and Hilton, Marriott normally only offers free breakfast and wifi at their cheaper and extended stay brands like Residence Inn, Fairfield Inn and SpringHill Suites.
A good rule of thumb is the higher the star level and cost per night, the more likely you are to pay for parking, eating and wifi. This does not always make sense, but I guess a lot of people with the biggest expense accounts will be willing to stay at the nicer hotels and pay even more for the extras.
Nohandle on 06/12/2012:
You have a valid complaint if you have grown accustomed to a particular perk at a chain and to discover upon checking in its no longer offered. I've stayed at very few places a free breakfast was included but was sore if a restaurant was on the premises but closed until late morning breakfast hours.
tnchuck100 on 06/12/2012:
I find it fascinating that one company can operate under many names (this is not limited to hotels)and are not concerned in the least about annoying a customer. The chances are good that when that customers changes the hotel chain they frequent they will just go to another name brand owned by the same corporation. Seldom do they actually lose a customer.
What I find most annoying about hotels is they will never tell you the actual cost of a nights stay unless you press them hard. You must specifically ask "How much are you going to charge my credit card for a nights stay?" When they use the phrase "plus tax" you must re-state the question.
trmn8r on 06/12/2012:
One of the vagarities of running a business is the need to continue making a profit when costs go up. The dilemma of raising prices or reducing benefits to "save money" presents itself.
I assume Marriott did this to remain profitable. I'd hate to see you and thousands of your friends take your business elsewhere and deny them of that opportunity.
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Detroit Marriott
Posted by
DETROIT, MICHIGAN -- Stuck up customer service. Manager was extremely rude. Charged me for a late check out because I was in my room an extra twenty minutes, which wasn't on purpose I didn't know the check out time. We had a large wedding group here, and they were threatening to kick us out after one warning of being too loud. So ridiculous, had a ton of people staying there, and then they tried to lie to us about who complained.
They said it was the room next to us, but the people who were in that room, were actually hanging out in our room with us.
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jktshff1 on 07/25/2011:
"Charged me for a late check out because I was in my room an extra twenty minutes, which wasn't on purpose I didn't know the check out time"
Sorry, that ain't their fault..
MRM on 07/25/2011:
It is the customer's responsibility to be aware of the check out time.
SteveWiginowski on 07/25/2011:
1. If you check out late, expect to get charged for a late check out. Ignorance doesn't excuse the charge. Often times the times are posted inside the room (on the door or in the booklet they have in the room).
2. Having a large group of people doesn't give you the right to make as much noise as you want. They were giving you a warning, not sure if they were actually going to kick you out, but most people comply after giving a warning.
3. They don't need to tell you who complained. For them to come up and warn you indicates that someone complained. I'd be a little mad if I complained and then the hotel told those people that I complained because those people might try to confront me about it, which I wouldn't want.
Anonymous on 07/25/2011:
Great review.. very helpful. Suggestion for the future, to find out in advance the checkout time. Regardless of the late checkout time, that doesn't excuse CSR for being unprofessional/rude to the OP.
Skye on 07/25/2011:
Check out time, is usually posted on the back of your room door.
jktshff1 on 07/25/2011:
Ashley, I hope you are referring as to what not to do as being helpful.
Churro on 07/25/2011:
This really surprises me. I thought Marriott was better than that. Geeze, How much is the late check out fee anyway?
I've been a loyal Marriott customer for over a decade. I've checked-out late dozens and dozens of times without incident or charge. I usually request it up front but there have been times when I got released early and checked out at around 5 PM so I could head home a day or two early and not once did Marriott ever charge me for that night or hit me with a fee. I hope this isn't a sign of suck to come.
Good review!
saj80 on 07/25/2011:
Churro, I, too, use Marriott hotels as my primary hotel, and often request late check out. However, I assume you are a rewards member, as I am, and have a little more leverage with negotiating these issues. That being said, I think the issues throughout the night probably negated any chance this guest had of resolving this matter amicably.
jktshff1 on 07/25/2011:
My idea of roughing it is staying in the Holiday Inn when the Marriott is full..:)
The Katt on 07/25/2011:
At my motel (and I presume the Marriott has a similar policy), you get one warning on the noise before you get kicked out. I once almost evicted an entire baseball team for continuing to be too loud after I warned them to keep it down (when the police showed up to help me kick them out, they finally got I was serious and shut up, but before they wouldn't listen to just me). They had about half a dozen rooms, but half a dozen rooms for one night doesn't make up for the regulars that were being inconvinienced who stay several dozen nights over the year. Whether you're an individual or a group, you need to respect the other guests and the hotel's policies.
olie on 07/25/2011:
Every time I've checked into a hotel, the clerk told me the checkout time. And as others have mentioned, it's also posted on the back of the door. On the same sheet that lists the rack rate, which was almost assuredly a LOT more than what you paid.
Imagine if every guest checked out "only" 20 minutes late. That backs up housekeeping, and then there'd be a ton of complaints about rooms not being ready at the 3:00 or 4:00 check-in time.
As someone who has tried to sleep in a hotel hosting youth hockey teams(we gymnastics parents don't have much regard for the hockey ruffians and their parents LOL), or "large wedding groups", I applaud the "one strike and you're out" rule.
If I'm paying Marriott prices, I want to enjoy my stay without a ton of noise from other guests.
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