Marriott International Complaint - Stay away from the Marriott Residence Inn in Norcross GA
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.