ComplaintsforResidence Inn Tampa Oldsmar
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Complaint Details
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Initial Complaint
05/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Residence Inn hotel stay from Tuesday, 3-May to Saturday, 7-May of 2022 Booked the reservation online using my Marriott BonVoy points (70,000). After checking out of the hotel, I was charged $560.48. I have contacted Ms. Sharon A. (************) and Ms. Karen S., the Dual Assistant General Manager with no luck. I chose this hotel specifically because it was a Marriott brand and I could redeem my BonVoy points. Additionally, there were several issues we had with the hotel... There was construction being done the entire time we were there. It was so noisy we couldn't even hear the front desk agent. We actually had to WAIT for them to lay carpet down before we could get upstairs to our room. Parking was horrible... we had to park at the hotel next door and walk across 2 parking lots to get to our hotel. The continental breakfast was awful -- the only hot items were eggs and a different choice of meat each day. No fruit. No bread to make toast. Milk was warm. Oh, and there wasn't even an ice vending machine... they filled a dry cleaning bag with ice and that's what we had to use. And to top it off, the coffee maker in the room did not work. They did not know how to use it or how to fix it. We had to go downstairs if we wanted a cup of coffee. This was very upsetting for my mother who relies on her wheel chair. There was no hot tub, the fire pit was covered and unusable and the pool water was WARM so we didn't use it. I was (reluctantly) willing to overlook these issues given I was using my Bonvoy points, but for $600, this service was far below what we expected. Very disappointed. Supporting documentation is attached.Business response
06/15/2022
Business Response /* (1000, 10, 2022/06/06) */ We are very sorry for your frustration. You were charged for your stay because you booked a government reservation with a credit card and then requested at the time of departure to use your Marriott Bonvoy Points. This unfortunately is not possible. Per Marriott Bonvoi booking rules (https://www.marriott.com/loyalty/redeem/hotels/free-nights.mi), payment using Bonvoy points must be specified at the time of the reservation. When searching for a room one must search for a stay with the preselected "use points or awards." Additionally, I regret that our updating interrupted your comfort and that our amenities were not to your liking. We try to be as transparent as possible regarding our booking rules and offered amenities, so I regret any confusion. We appreciate your feedback as we continually monitor our guest offerings and have been in contact with you regarding your experience. Consumer Response /* (3000, 12, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I originally booked the room at the Tampa hotel casino location. I then changed it to the Oldsmar location. Nowhere did it tell me I couldn't use the same BonVoy points (for an even less popular) hotel location. Also, since nobody asked for any form of military ID, I had no idea that rate was being used (instead of my points). It's almost impossible to use BonVoy points so I was thrilled when I was finally able to use them. I never would've booked a Marriott hotel if it hadn't been for my BonVoy points. I stayed in a Marriott hotel in Austin for 6 MONTHS. I had plenty of other choices, but chose Marriott because I felt like they valued customer loyalty with the BonVoy rewards program. You've made NO attempt to resolve this issue. For those of you who are reading this complaint... I spent $30K staying at a Marriott hotel in Austin yet they refuse to even ATTEMPT to resolve this $600 dispute. Think about that when you're making your next reservation.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.