ComplaintsforTownePlace Suites By Marriott

• Initial Complaint

  10/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We stayed at your hotel Oct 14 & 15th. Upon check in (which I had reservation saved in my Bon Voy app) the gentleman checked us in and we walked to room. We had to wait a significant amount of time because the people in front us were given the wrong room by the gentlemen and were getting that corrected. So, upon check-in and walking to room with luggage cart- we open door and see it is not a King room like we reserved. I bring my phone down and show the girl at the front desk and tell her it is suppose to be king room. She quickly moves us from room 201 to room 210 and all is well. However, when we turned TV on it said "Welcome ******* ******" I assumed it was just a typo and we got ready for our evening plans. We arrived BACK at hotel at midnight where there was a post-it on the door that says "Please see front desk". So, I called and the girl working the midnight shift w/the pink hair & she absolutely the most unhelpful, unprofessional and inept person I have ever encountered. First, I called the front desk and she said she had no clue, so I walked down to front desk and I asked her to please check the computer and see what the issue is. She refused (i have the entire audio recorded) she was screaming at me (and purposely standing against the wall behind the camera) She says that on audio I recorded. She refuses to help me, so I go back to bed where then at 7AM that same lady actually tried to ENTER our hotel room!! She knocked (but we were sleeping) then she proceeded to try to get in. Eventually, the "asst manager" who told me (and I have that recorded as well) she was the "general manager" and the girl with the pink hair began BANGING on our door 7AM- you are NOT registered guest here- OPEN the door! My husband who was former military actually drew his weapon when the first lady just opened the door!! We were awakened from dead sleep -frightened it was a break in! We had no sleep that night and NO apology. I may seek legal recourse if no refund iss.

  Business response

  10/25/2022

  In regards to case #********,the dates of stay for this complaint was October 7-9, 2022, not October 14-15 2022. It was noticed by the front desk staff that somehow there was no one registered to this room. Mistakes happen all the time, we are also training a new staff which leaves a lot of room for error. So when the staff noticed that this room 210 was occupied however no one was registered to the room, they placed the post it on the door to alert the occupants to come down and sort the situation out. We are not sure of the details of the conversation between Ms.******** and the employee, but obviously the situation did not get resolved. Come 7am the next morning October 8th, the Assistant General Manager was notified of the situation and approached the room with the employee from the previous night. At this time there is still no one registered to this room, which draws a big red flag for our business as we do not want unregistered patrons staying in our establishment to where we cannot collect payment. I do agree with the customer that she was approached aggressively about the situation and it could have been handled in a much appropriate professional manner. This seems to be a mistake that trickled down through the shifts and got worse as the issue was not solved which resulted in the escalation. The customer Ms. ******** after the fact did end up staying a 2nd night with us in that same room, and we did receive payment for both nights without issue. I have agreed to refund Ms.******** for the 1st night of stay  October 7th, 2022 in the amount of $142.00+tax for the aggressiveness and unprofessional way that this situation was handled. She did accept my apology and refund, and we hope to see her in the future to correct our wrong doings with this customer. We are working hard with everyone on staff so that this situation in the future is handled in a more appropriate way. 

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