Very disappointing experience at your hotel
Dear Ross,
I'm writing to you at 12 midnight as I travel from your hotel 45 minutes taxi to the Marriott West India Marriott.
… Why you may ask?
I booked my room under my firm's corporate booking system a week in advance. I arrived to check in to your hotel this evening, however I was told my room was sold to another person.
I'm shocked and disappointed that Marriott would treat a corporate client like EY so badly. Not to mention treating a loyal customer with such lack if consideration.
I arrived in London after a long flight, looking forward to relaxing and sleeping in your hotel before my early start. Your night manager had no thought for my situation and demonstrated limited customer care in dealing with the situation. He initially had no solution to offer me other than to offer an apology. After I persisted he offered me a hotel room in Marriott West India. 8 miles away!
I was not the only business traveller at reception this evening left in the same situation. Obviously this is Marriott's aggressive sales policy — to double sell rooms if business customers don't check in before 11am.
I'm extremely disappointed in Marriott as a brand. I stay in hotels in London on a weekly basis, I decided to try your hotel with a view to changing from my regular hotel. After tonight's episode I will not stay in an Marriott again.
I'm still on route to the Marriott West India as I sign this note off. Feeling very tired but most of all feeling frustrated with your hotel.
I arrived to check in to your hotel this evening, however I was told my room was sold to another person. I'm shocked and disappointed that Marriott would treat a corporate client like EY so badly. Not to mention treating a loyal customer with such lack if consideration. I arrived in London after a long flight, looking forward to relaxing and sleeping in your hotel before my early start.
Your night manager had no thought for my situation and demonstrated limited customer care in dealing with the situation.
He initially had no solution to offer me other than to offer an apology. After I persisted he offered me a hotel room in Marriott West India. 8 miles away! I was not the only business traveller at reception this evening left in the same situation. Obviously this is Marriott's aggressive sales policy — to double sell rooms if business customers don't check in before 11am. I'm extremely disappointed in Marriott as a brand. I stay in hotels in London on a weekly basis, I decided to try your hotel with a view to changing from my regular hotel. After tonight's episode I will not stay in an Marriott again. I'm still on route to the Marriott West India as I sign this note off. Feeling very tired but most of all feeling frustrated with your hotel.