Front desk customer service
On Friday, August 19, 2011 our initial check in date to, Sunday, August 21, 2011 the day my friends and I experienced the worst form of customer service possible ever given to a human being. We were disrespected, threatened, verBally abused and, felt a form of racism that is both incomprehensible and indescribable. The Assistant General Manager Mariana Sanchez and her staff members Anne and Gillian of the Courtyard Marriott Montreal Airport, Montreal P. Q, CA treated us like we were less than deserving of our rights and our stay at her hotel. Myself being the one who had the privilege of having a "friends and family" discount had four rooms reserved for our weekend stay with a large group consisting of seventeen people. We arrived from Toronto at the Marriott Montreal Airport Hotel at 4:00am and were met by Gillian at the front desk, who upon greeting us sighed and complained that she had just closed off her audits for the night which really was none of our concern, as we were patrons of the hotel not employees. She then asked for our conformation which I provided to her witch stated that we were to receive 2 rooms at a rated of $69 per night (family discount rate)and another 2 rooms at $129 per night (regular rate). Gillian made it clear that the forms that I provided which confirmed the 4 rooms and the rates for each room with totals and amount expected upon check in was not suffice and would not be accepted as an official "employee" confirmation paper, which meant that the rate we were expecting to pay was not the rate the hotel was willing to charge us during our stay. I asked if there was a manager on site that I could talk to and was told that she wouldn't be in until Sunday morning. After a long trip my friends and I just wanted to relax in our expected rooms which took at least 30 - 45 minutes and a deposit of $2000 upfront, $250 deposit and the rate for each room which had to be put on a credit card. In the end we were told by Gillian that we had until Sunday, August 21, 2011 our check out date to provide the correct paper that would give us the original price of $69 per night for two of the four rooms. She agreed that they would accept a fax from the hotel in Toronto which initially provided the forms for me to travel with as long as all the signatures needed was in place. The next day I called the General Manager from the Courtyard Marriott Hotel in Toronto and left a message noting our issues at the Courtyard Marriott Montreal Airport Hotel asking if there was anything that could be done to help us with the issue. Once again after no return call from Toronto I proceeded to call the hotel in Toronto again and spoke to a gentleman at the front desk and after explaining the issue to him, he reassured me that the situation was one that could be easily taken care of. I received a phone call from Toronto to my room at 3:30pm by a young lady who asked me a few questions as procedure and precaution to verify my fathers employment and myself being his daughter. She then reassured me that they would take care of the paper work needed via conversation and or fax with the front desk so there was no need to worry and that we would receive the rate initially promised. She also mentioned that "this type of thing happens all the time, and it shouldn't be a problem". I thanked her and asked that if things didn't work out as planned, if she could call and let me know and, she agreed. Sunday morning I proceeded down the front desk where I was met by my partner who was being yelled at and spoken to in a demeaning manner by my surprise it was the Assistant General Manager Mariana Sanchez. I asked what was going on and why was he being spoken to like that. He informs me that he came to check out our rooms and that she was not willing to give us the initial rate promised and that when he asked why not, she basically said that "it is my decision and that I am not going to change it." No real explanation as to why we didn't receive the original rate of $69 per night for two rooms. I intervened and asked if she had received a fax and or phone call from Toronto verifying our conformation, she answered "my employee left me a note" and when I asked what it read she skimmed through it and made it seem like it had nothing to do with our situation, told me that, "it was left to her and was none of my business",proceeded to rip it up in front of our face and threw it in the garbage. I asked if we she could call the hotel in Toronto so that we could get the confirmation once again she stated " yes the phones are around the corner that you can call from, I am not going to call for you". Then she threatened to call the police and have us banned from all Marriott Hotels and, our discount privilege taken away all through a raised voice in front of our friends and other patrons of the hotel. She claimed that we were "rude" All we asked for was the reason why she was giving us such a hard time and why she was not going to accept the paper work via fax from Toronto even tho we had the original conformation papers with us and, a break down of the charges promised beforehand. I have personally traveled over the years to other Marriott locations and the conformation form I provided was exactly the same and accepted at other Marriott Hotels. I couldn't understand why we were being given such a hard time. I felt like we were in the middle of a playground arguing over who was right and who was wrong in a kids game. I have worked personally in the customer service area for 14 years and know that the customer is always right. You do not argue, raise your voice, nor do you converse with your co-worker in a language that is not understood by the client you are servicing. It wasn't like we arrived to the hotel without conformation papers we had the conformation papers given to us by in Toronto HR.
Mariana proceeded to call my father and tell him that she would make sure that his privilege would be taken away and that he would loose his job because we were not representing the Marriott in a good way, she handed the phone to me and as I started to explain what the issue was she hung up the phone as I was in mid sentence with the receiver still in may hand. That caused me to raise my voice and ask "is this the way she dealt with all patrons of the hotel?" I at that point felt a sense of racism and disrespect. At this point we just wanted to end our dealings with this hotel pay our bill and be on our way. We instructed her to bill us all the rooms at regular price. After reviewing the bill for my room 409, I noticed that there was a $7 phone charge added to the bill when I questioned the charge and made it clear that I did not make any phone calls to the Courtyard Marriott Hotel in Toronto, once again with attitude I was told that, "a phone call was made and I would have to pay it, we cannot add phone calls to rooms", with a smirk. I at that point was furious with the way we had been dealt with since the beginning and asked for proof that I made the call. I tired to explain that I received a phone call from that number which was the Hotel in Toronto, to my room confirming that they were going to sort out the issue in question for me. Ten minutes later Mariana returned saying "unfortunately I cannot charge you for this call because there is no trace of it and, I will remove it from your bill" and, provides me with a paper which states just that. I at that point made mention of the fact that she should not hold the position that she holds as Assistant General Manager and that her customer service skills were below expectation for the position that she holds. I also made mention of the video camera that was positioned at the front desk that would show everything, how we were treated and spoken to. I have never been so humiliated and embarrasssed with the level of service I received. I truly feel that had we had been a big group of anything other than African American we would have been treated with respect and given our rights expected initially. When I think and replay the situation in my head, it seems from day one this hotel had it out for our group, from the initial arrival to the departure, we were treated with disrespect. Not only did we leave feeling a sense of racist behavior, we left feeling unsatisfied with the level of service provided by this particular individual and her staff. Word of mouth and youtube goes along way!