Marriott International Complaint - Internet access
BALTIMORE, MARYLAND -- I stayed at the Marriott Courtyard in Baltimore during a business trip in March 2006. I arrived on Sunday March 12 and I departed on Thursday March 16. During each day of my stay, I had trouble with the internet service provided by Golden Rod. I discussed the matter with Golden Rod and hotel staff every day for approximately an hour. I was first told that I was the only person who ever had trouble. Later I was told numerous occupants had problems. I was also told that a virus on another computer, heavy rain in another state and a defective hotel server were causes of the problems. On Tuesday I was told the network was dead because the server was being replaced. Later I was told it was not replaced. After I made arrangements to depart early, an assistant manager, Mr. King, apologized for the hostile comments made by another assistant manager about my actions being the root cause of the problems. He said he was drafting a letter of apology. I complained to the Marriott guest services but they said they could not help. I complained to Golden Rod managers twice but no one responded. I left messages for the general manager but I was never able to reach her directly. Later I learned Mr. King left the hotel before taking any action. My final request was a list of Golden Rod properties but I could not get this information. However, the Golden Rod staff stated that they handle internet access for numerous Marriott properties. I also had problems with Golden Rod in Monterey California but the hotel manager arranged for me to obtain wireless access at the hotel across the street. My recommendation is to make sure that Golden Rod is not the wireless provider before booking a Marriott hotel if you need internet access during your trip.