Marriott Residence Inn - Treated Very Rudely/Poorly by Customer Service Agent
Hotel Room Bookings - Complaint
MIDLAND, TEXAS -- To Whom It May Concern:
I am Appalled by the treatment of one of your Customer Service Agents at the above mentioned locations in Midland Texas. I called around 10:25 P.M. tonight, 02/18/2013 to inquire about the pricing of a two bedroom suite and Melissa [snip] (not sure if this is the correct spelling, she would not disclose in her rudeness she portrayed. When I told her I would just reserve the King size bedroom, since the suite was outrageously priced she apparently made a reservation for two rooms for me. Marriott rewards number 501608699. I asked her why she gave me two reservations numbers she stated because I needed two rooms.
I then explained to her that I had already reserved one room earlier and only needed one more. She became very confrontational and went on to tell me, why did I state I needed two. I then felt since she was questioning me I THE CUSTOMER had to explain, that I had already called earlier and booked one room, so all I needed was one more. Not sure if she has not been trained to handle more than one task at a time, but her behavior and the way she spoke over the phone was Very unprofessional!!
I then asked her what was my final reservation number since she was going to have to cancel one and she hung up on me. I attempted three times to call back and each time I let it ring over 11 times. On the fourth attempt, she picked up and I let her know that she had hung up on me before giving me my reservation number and she proceeded to argue stating that she had given me my reservation number that I must not have listened. I then explained to her that when she had given me the two numbers prior I just was not sure which one she was going to cancel out and that I did not appreciate being talked to by a so called representative the way she was speaking to me, she then told me that she did not appreciate me.
Then I told her she must not be happy with what she was doing and then needed to move on, because it is giving a BAD representation of Marriott. She stated "she Liked her job" That is when I stated we would not continue this ongoing conversation, and I asked for her last name. She hesitated and still provided it, without the spelling. If this location had not been the location blocked for the wedding Party of the [snip] Wedding, I would not be staying there!!! I know that Midland/Odessa is currently in an Oil Boom and the pricing must meet supply and demand, and it is probably Hard to find good employees, but I can honestly tell Marriott, you have an Unprofessional, uneducated in customer service agent working for you, answering your calls and booking the rooms and what I have always known Marriott to be at least a Class "B" Hotel. She makes it a Class "F"!!
This is ridiculous to not have even stayed there yet and I already feel uncomfortable with this location. I am making notation of this email, should something any more unprofessional occur, with my card number, my rooms I have booked or any other so called situation. I can be reached by email, so that there is DOCUMENTATION of this happening! I to this time, do not even know which reservation I have since I felt treated so poorly all we wanted to do was get off the phone. These are the numbers we were given. The first phone call reservation 84202736, 95810,95811. If you notice Melissa gave me the last two reservation numbers and did not even match the total number of numbers the first NICE representative (Hilda) gave me. So I am not sure if I even have reservations? I am too afraid to call back!!