Looks Good On The Outside
I went down to Charlotte with my partner for a law school visit. I called earlier in the day and told them I was on a time crunch when I got there and wanted to make sure my room was ready by 4. I also discussed with them an upgrade because I am a loyal platinum member. I was assured all would be okay. I get there at 5pm...5pm and told the rooms would not be ready until 6. I told the guy at the front desk I was in a rush and he told me they could get one done in 15 minutes. I said I will go to Wal-Mart in the mean time. he was going to check us in and I told him that I was going on vacation and I wanted to pay cash for the room and tax and put a card down for incidentals. As a frequent traveler I have hundreds of dollars on hold all the time from hotels and wanted to cut down on that for vacation. He said it was against hotel policy. I asked for a manager. It clearly is casual Friday's at this hotel for management because I had the displeasure of meeting the sales manager. I have no doubt she is probably good at sales but not very good with one on one guest interaction. She said it was no problem and go to wal-mart and your room will be ready when you get back. I said great and was told to take care of everything when I return. I explained we would be in a rush and they said again no problem. When we got back from wal-mart i was in even more of a rush as it took a little longer. I was told the room was available but that they had changed there mind on the payment. I explained to them that I was a very loyal platinum member for many years The young man checking us in was great. The Sales Manager kept chirping in. She told me it was policy and that they are a franchise and can set all their own policies and started asked me why I only have once credit card. I told her I had more than one but do not tie them up around vacation time. She told me the policy came directly from the General Manager. I asked her to call the General Manager...which she did...and got voicemail. I kept talking to her while waiting for the General manager to return her call. I was otld that the General Manager is very difficult to reach after she leaves and this is an ongoing problem. Finally the General Manager called back and approved it....20 minutes later. We got to our room. I had to miss the dinner for accepted students that night because I did not have the time to iron my clothes. I am still upset about that nearly 2 weeks later. I usually give Marriott over 125 nights a year and this one hotel I think may have made me a loyal Hilton Honors member going forward!!! When people travel especially into a hub city like Charlotte delays and cancelations happen. A hotel should be somewhat flexible to meet the needs of their guests. At this hotel they just don't care. You are not a guest you are a dollar bill. Also on a side note: I have asked the front desk to have the General Manager call me. Still nothing!