2/10 Huono
8. maaliskuuta 2025
What happened to customer service?
I booked 3 nights at this hotel for a conference I was attending in Austin. I was working in Dallas to morning of my check in date when I got an email from Hotels.com saying the hotel couldn't honor the stay. I didn't see the email until after 6pm on my drive down from Dallas to Austin.
The reason they gave me was something about 3 rooms not being available and they forgot to take that off the inventory that Hotels.com had. I had to wait around for about 2 hours when I got to Austin to have a rep from Hotels.com help find me another hotel. He got me a room at a Hyatt Place in the area. Hotels.com covered the $175+ difference since the Hyatt Place hotel was more expensive for 3 days.
The reason for this review is I'm wondering why Marriott doesn't have a system in place A) to prevent this from happening. B) If it does happen, having a system that helps guests find another Marriott branded hotel in the area. Basically, they lost the money they were making on the 3 nights and now I'm not that excited about booking at a Marriott branded hotel next time.
The woman at the front desk of this Marriott acted like there was nothing they could do about it because it was booked through a third party. I tried to explain to her that it was me, a real human standing in front of her that was going to be sleeping at the hotel. Not some "third party". She did not care. It was basically a "I don't care at all to try and help you." attitude.
Jordan
Jordan, 3 yön liikematka
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