| rev:text
| - My family and I recently had a very bad customer service experience with Marriott.
After a long 6+ hour drive the day before Thanksgiving, we were excited to check into the Marriott Charlotte Southpark and decompress. Instead, when I went to the front desk, the agent informed me that it was against NC fire code to put a roll-away in a room with 2 queen beds - after the agent that I had made the reservation with confirmed in an email that this was possible.
While I completely understand the fire code issue, what happened next just shocked me. I asked the front desk manager what she could do to accommodate us, given that Marriott had misled us on the phone when I made the reservation. Her fallback was that the website clearly stated that Marriott could not put a roll-away or cot in the room with the 2 queen beds - and that the only thing she could do is to sell us another room at the same rate, effectively doubling the cost of the accommodation (approximately $1,000 vs. original cost of ~ $500). The onus was on the customer to check the website AFTER making the reservation to verify that the reservation was valid.
She didn't offer any other alternatives, such as seeing if there might be other Marriott properties in the area. I was truly dumbfounded, and couldn't believe that the manager wouldn't try her best to accommodate a guest with a long track record of staying at Marriott properties (especially a "Gold Elite" Member) and whose reservation had clearly misrepresented what Marriott could do.
I walked outside very frustrated. It was dark out. Two of my daughters were flying in from New York within the hour, and I was to pick them up at the airport, then head to a family event. The manager offered little in the way of help - and it was up to me to explore other options, rather than the manager picking up the phone to see if any of the other Marriott properties in the area could accommodate us.
Given this, I pulled out my iPhone and luckily learned that the Courtyard Marriott Southpark was roughly a mile away and still had availability (as virtually all of the other hotels in the area were sold out). I called to make a reservation, and the agent there was incredibly friendly and helpful, as most Marriott staff are. She quickly checked to see if they had rooms available, and offered to put a blow-up mattress in a room with 2 queen beds to accommodate the 5 of us. We ended up taking two adjoining rooms instead, at a much lower rate than the Marriott Charlotte Southpark, but it was a very positive experience after a very negative one earlier that evening. I have formally recognized the employee for the excellent customer service she demonstrated, as she was a great representative of their company.
I share this experience as Marriott fell down in two dimensions of customer service - 1) starting with misrepresenting what the room could accommodate, to 2) very poor customer service by the front desk manager at the Marriott Charlotte Southpark. Had I known in advance that the room couldn't accommodate five due to a very specific North Carolina fire code law, I would have made a reservation elsewhere to begin with. From a very disappointed regular Marriott customer.
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