Marriott International Complaint - Dissatisfied customer-rewards
COLUMBUS, GEORGIA -- Sent: Sunday, May 17, 2009 9:36 AM
To: marriott@marriott. delivery.net; customer. firstname.lastname@example.org
Cc: johnsro2@richmond. k12.ga. us; charles. livingston@AugustaMarriott.com
Subject: RE: Disappointed with your hotels
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Worlwide customer care,
Recently from reward points to hotel reservations, to poorly kept rooms, I have become very dissatisfied with your service at the Town Plaza Suites, from rooms that were petite that was not my reservation; unclean with coffee cups, water bottles left, pans in the sink and these photos are attached on Saturday, May 16, 2009. The camera was not dated because we had to move quickly to go to the Springhill Suites and Josephine did not want to come up to look; the time was 6:30 pm. With staph infection and swine flu so easy to transfer, I don't know if the room was disinfected at all.
Rewards had me hold on last May 8, 2009 while they call Marriott hotel at Northeast Atl to see if I really stayed there April 8-10, 2009 and July 20-25,2008. Then coming back and saying there was no record of me staying at the hotel when I'm giving my receipt no. and date when my checking account was debited. Then I gave them the name of front desk manager, Montrell Jenkins and they called back and he verified all my information. There is no trust in your hotel for me any longer.
The rewards center had to verify my stay for August 1, 2008 and Labor Day weekend at the Atlanta hotel and even mentioned to me that I stayed free when in essence Richmond County Schools sent a check for $387 for July and I hand delivered this to the clerk and the other dates were deducted from my checking account.
On yesterday when I arrived at your Town suites, Columbus, Georgia and called back to reservations, James helped me while I called Josephine at the desk to cancel my reservation and set up at Springhill Suites. I used the points to pay for this reservation. The back of the room at Town Suites portrayed a basketball goal, toys, yard that was poorly maintained and one-bedroom mobile homes with no wall to keep customer privacy. When I went down to depart after our phone conversation, Josephine had left.
I then expained to the clerk again, while I was leaving. He told me the manager was Fyzal Ishahak and to notify him as well. He then offered me drinks and candy.
Finally at Springhill Suites, Jonise said I was a "Basic" member and could not use points and had to call her manager to see how they could put in the points because she did not see how I could use them although James at Reservations had set me up using my points. Thankfully, my mouth did not out-speak my mind because she was a basic worker at one of your properties. She then insisted on swipping my card although the room was free. She was very adamant about her managers names—with an attitude: “Milisa is guest services manager and Claire is the General Manager and gave me the cards for both. If the drive had been less than five hours, I would have driven back home!
Later I spoke to a clerk at Springhill who was ex-military and he was kind and said Jonise should not have use those words but Leonard Campbell said she was new and does weekends and probably should have called the manager after she had put me in and assigned a room and let the manager (s) handle it, and apologized again--what a friendly guy. He also said not to let that detain me from visiting the property again. She assigned me a room at the very end of the hall and my disabled mom could not walk to it!!! When I brought it to Jonise's attention, she said: "Could you and the girl with you switch rooms the?" My mom is under doctor's care for a leg would at Doctor's Hospital in Augusta, GA and Edgefield for her mind/aging.
It is with my sincere hopes that these matters will be addressed in the most appropriate manner. My Rewards number is 885057679. My address is:
6 Old Chappell Ferry Road
Johnston, SC 29832
Rosa H. Johnson
To say the least, when I travel, be it one hour or five hours, there is no room for feeling this type of frustration, intimidation, and dissatisfaction.