Disappointed in Customer Service
Posted Dec 15, 2016
The hotel grounds and rooms were very nice. We booked 8 rooms for our employees for the night of our Christmas Party. There was a mix up in the reservations and I was really surprised when Marriott was not cooperative in resolving the issue. They charged me for a 9th room upon check out When comparing my itinerary numbers to theirs, it was discovered that the one room was under a different name. This all should have been handled and discovered at Check In, but was not. The front desk girl would not refund me for the 9th room even though I explained to her what happened.
I called the Manager on Monday morning and was told that as a one time courtesy they would refund one room to Expedia, but that I would have to call Expedia to get my refund. I called Expedia the next day and surprise,when they called Marriott they said they would not refund me for the room. I was transferred to a claims dept with Expedia, who called them back with the Manager's name I spoke with and THEN they finally refunded me.
I am thankful for Expedia for going the extra mile and will continue to book thru them.
Disappointed with Marriott's customer service and their lack of wanting to solve problems.