I received this e-mail to ValueIreland.com a week or so ago. Upon initial review, I was about to post it here with some derogatory comments about the Marriott Hotel chain and to sympathise with the “misled and deceived” reader who sent it in.
I recently had a very bad experience with a Marriott hotel and wanted to warn other customers.
I booked a special offer in a london Marriott hotel. Originally i followed a link on the marriott rewards home page, under a 3 for 2 offer. Through this link i made 2 bookings, for 2 different marriot hotels in london. 1)the Grosvenor and 2)Chancery court. When i received my confirmation the total price for the stay stated was for the full three nights, for both hotels. I emailed one of the hotels’ customer care(Grosvenor) to clarify this. I received confirmation that the third night would be deducted at the end of my stay.
Happy that this was the case i cancelled one of the bookings, for the Grosvenor,(both had been made for the same dates). Upon ckeck-out I was then told that , no sorry, this was not the case and I had to pay for all three nights.
I subsequently emailed Marriott, who said that the 3 for 2 offer did not apply to the hotel i stayed in and the confirmation i had received applied only to the other hotel.
I asked them how i was allowed to make a booking for a hotel that is part of the marriott group from a 3 for 2 link on their website under the pretenses of a 3 for 2 offer if it did not apply, especially when i received confirmation from a sister hotel in the same city, belonging to the marriott group, that it did apply. They simply said that it did not apply, sorry, end of story.
I feel I was very much misled and deceived by Marriott and would like to make others aware so they don’t fall into the same trap, especially when it costs nearly 200euro per room per night not including breakfast,
Upon rereading before posting though, I’ve changed my mind. While the scenario obviously wasn’t favourable for the reader, to a certain extent, it’s probably more their fault than Marriott Hotels – more through naive assumptions rather than anything else.
- They booked two hotels – Grosvenor and Chancery Court.
- They checked terms and conditions with Grosvenor, but not with Chancery Court.
- Based on knowing Grosvenor terms and conditions, they cancelled Grosvenor
- They decided to stay in Chancery Court without having checked their terms and conditions
- And then got stung for paying for the 3rd night
It’s obvious now that the assumption that one hotel within the Marriott Hotel chain will operate the same as another was a step too far.
While the Grosvenor may have honoured the 3rd night free offer, this should not have been assumed to be the case for the Chancery Court. It is quite common for hotels that are branded the same are actually operated by different companies and therefore what’s good for the goose may not always be good for the gander.
In the scenario here, the reader should really have contacted the Chancery Court to confirm the same arrangements existed. Here’s a screenshot of the Marriott webpage advertising the offer.
As in all good advertising content, you can see the Terms and Conditions link provided. And the first sentence of these terms and conditions is:
Offer valid at participating international Marriott Hotels & Resorts, JW Marriott Hotels & Resorts, Renaissance Hotels & Resorts and Courtyard Hotels.
So in this case, no sympathy from me. Sorry reader!