Towne Place Suites Marriott Complaint - Hotel Does not Know own Policies/Services and Customer Service
RENTON, WASHINGTON -- I want to advise others of how my family and I were treated at TownPlace Suites Marriott, in Renton, WA and how an employee was rude and lied about their policies/services.
A week before our stay in this hotel, I contacted the hotel and asked a few questions, one being if they have a shuttle service. They relayed they had a shuttle and even told me that they take their guests to several places around the area and even takes you places within 5 miles of the hotel.
A week later I checked in to the hotel and read the Guest Information Guide located in our room. In the Transportation Section of the guide it states, and I quote: Going Somewhere? Our hotel shuttle runs within a five mile radius and would be happy to take you.
Well, our ordeal began on 7 September, when we went to the front desk of the hotel and asked if they could run us to Starbucks, which was about a mile or two away. Just the day before (6 September) I was taken to Starbucks by them. Needless to say, the manager on duty at the front desk was extremely rude and refused to take us. She kept repeating that the don't do that and that is not their policy. I informed her that I was taken to Starbucks the day before, that is not what I was told by another person and that this is not what was written in their guest services book located in our room. She then made a snide remark that the book must have been old. I asked for her supervisor and she said he wasn't there at the time, so I asked if he could contact me in my room and I provided my room number. I didn't hear from anyone for almost two hours, so I went back to the front desk and the same manager was up front and she now told me she was the only manager there and that the other manager wouldn't be in until the next day. I told her that that is not what she told me a few hours ago. I then asked what her name was, and she would not look at me or acknowledge me, she just pointed to the wall, where her name was posted.
Later, while doing my laundry, this same manager saw me and informed me that she emailed her manager. I thanked her and went on my way.
Here is my question, do managers of this hotel even know what their policies are and what is in their guests guides?? Additionally, is this how guests/veterans are treated?
It is funny how one day they provide a service and the next day they do not. Sounds to me like a certain managers don't know their own companies policies/services and can just use them one day and abuse them the next.
Though this manager was rude and apparently did not know her own hotel's services, there were two individuals who were extremely polite and professional. The individual on duty at the front desk the day/time I check in on 5 September and shuttle driver on 7 September were totally outstanding. Not only did they welcome me back to the United States, as I have been stationed overseas for the past several years, but they made me feel welcome and very special.
It is too bad the great experience I was having, after returning from overseas as an active duty veteran, was ruined by one manager who thought/thinks she can use her position to treat veterans/hotel guests however she pleases.