Marriott International Complaint - Hotel Overbooking
HOUSTON, TEXAS -- Dear J. Willard Marriott Jr.,
As a frequent user of your company, I feel obligated to share with you my experience.
I booked a reservation for my client Mr. John Cardis at the Marriott JW Galleria, Houston, Texas for the night of April 24, 2001 (1 night) directly in the hotel CRS system. With the booking I directly received a confirmation number (CF # 81617793). In addition to receiving the confirmation, I called the hotel property directly to insure/re-confirm that they were in receipt of such confirmation and to make sure they reflected such a reservation on their side. The in-house reservations department assured me that they saw the reservation as confirmed, and that my client would have a room confirmed at the concierge floor. In-house reservations never mentioned that the property was overbooked or that there was any threat of a room not being available. Nonetheless, when my client arrived at the property after a long flight, he was advised that they could not accomodate a room for him. As a result, he was walked over to the Ramada Galleria, which was described by my client as a complete "dump". If a guest is to be walked, at the minimum it should be a comprable property. In my opinion there is no excuse for what occurred here; Marriott is supposed to be a dependable, reliable property, with an excellent level of customer service. In this incident, Marriott has failed to service (1) the client and (2) the travel agent.
To help keep me and my client as potential future customers, I would like the following for my client:
Mr. John Cardis
Deloitte and Touche
Ten Westport Road
Wilton, CT 06897
(1)Entitlement to complimentary 2-nights stay at any Marriott property with complimentary free room upgrade certificates included.
At the very least I would like a response from your company regarding this incident.