Local Guides World
Sean Zhao
1 reviews on 1 places
Travelers warned. It may happen to you as well.
Had the most negative experience among all the hotel stay experiences so far (more than 100 stays with many hotel chains). Marriott Gold elite member, but booked through chase ultimate reward program with loyalty number. Reservation confirmed and everything normal until we were told that Hotel was overbooked when we arrived around 9pm. Offered to change to hotel in their chain for free at a different airport LAX and full refund, 30-60min drive away depending on time of travel and traffic.
Unfortunately we were heading towards opposite direction 2nd day early morning, so we asked for a replacement hotel in the neighborhood and OK to be cheaper and lower rating. Hotel staff lied saying no single hotel available, but we can find plenty of hotels available and much cheaper but in different hotel chain. After 30min discussion realizing they just kept saying the same script over and over without really trying to understand and help, we left and booked a much cheaper Hilton hotel ourselves. After we got home, I followed up twice with Marriott customer service, got response that Chase ultimate rewards booking voided my benefits as elite member and delegated this refund and reimbursement request to the hotel, then no response or status update for more than a week.
Now two weeks after the incident, no refund or reimbursement for inconvenience, no hotel initiated communication. I am very disappointed and will move my future hotel stays to Hyatt, Hilton and others where members are treated better.
Incidents do happen, but how you handle the incidents and treat people tells a lot about corporate culture, service and training.
Had the most negative experience among all the hotel stay experiences so far (more than 100 stays with many hotel chains). Marriott Gold elite member, but booked through chase ultimate reward program with loyalty number. Reservation confirmed and everything normal until we were told that Hotel was overbooked when we arrived around 9pm. Offered to change to hotel in their chain for free at a different airport LAX and full refund, 30-60min drive away depending on time of travel and traffic.
Unfortunately we were heading towards opposite direction 2nd day early morning, so we asked for a replacement hotel in the neighborhood and OK to be cheaper and lower rating. Hotel staff lied saying no single hotel available, but we can find plenty of hotels available and much cheaper but in different hotel chain. After 30min discussion realizing they just kept saying the same script over and over without really trying to understand and help, we left and booked a much cheaper Hilton hotel ourselves. After we got home, I followed up twice with Marriott customer service, got response that Chase ultimate rewards booking voided my benefits as elite member and delegated this refund and reimbursement request to the hotel, then no response or status update for more than a week.
Now two weeks after the incident, no refund or reimbursement for inconvenience, no hotel initiated communication. I am very disappointed and will move my future hotel stays to Hyatt, Hilton and others where members are treated better.
Incidents do happen, but how you handle the incidents and treat people tells a lot about corporate culture, service and training.