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  • Despite my Platinum Elite status, I was treated like a peasant at Courtyard Montreal from the moment I arrived. You would think with longer stays (i.e. 3 nights) that were prepaid six months in advance, there would be a greater chance for them to get things right. WRONG. First Issue: Check-in was not available at 3pm, and we weren't told our room was ready till after 4pm. Second Issue: My room wasn't made feather-free, despite being explicitly requested in my profile. I didn't recognize this error till the next morning when I could hardly speak (I have a severe feather allergy). Upon bringing this up to the front desk, I was not given any apology or explanation for the mistake. Third Issue: I was never offered a complimentary market item for being Platinum Elite. I've stayed in a Marriott for 250+ nights over the last four years, and this is the first time I ever contacted Marriott following my stay with a complaint. The response I received was far from satisfactory. Three days after I submitted my grievance I received a boilerplate note that looked like it was generated from an automated system (see below): "Thank you for taking the time to contact guest services concerning your past reservation with us at the Courtyard Marriott Downtown Montreal. Customer care has asked that we respond to you on their behalf. We do apologize for any inconvenience's that you may have experienced during your stay with us in regards to your special request and check in time. We hope that you will give us another chance to provide you with outstanding service and we would like you to know we have forwarded your comments to the departments involved and assure you that we will address all issues with the staff. Thank you for you loyalty with Marriott and choosing the Courtyard Marriott Montreal and we look forward to accommodating you on your next visit to Montreal! If there's anything else we can assist you with please feel free to contact us." Needless to say, I will not be staying at the Courtyard Montreal ever again. TripAdvisor review coming soon.
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