ComplaintsforRaleigh Marriott City Center Hotel

• Initial Complaint

  11/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a room for someone who traveled thousands of miles. I reserved in advance and called the night prior to be certain everything was ok for our special day. The lady pre booked our room, told me we’d be in an upgraded room on the 17th floor, and we’d have a city view as requested. She also stated that my early check in request was fine because they had 25 rooms available and no one would be in the room prior to check in. We arrived at the hotel and the guy (******) had us standing there for about 10 min. He gave a room on the 7th floor. I took the key because I assumed he must’ve been upgrading us again. We got to the room and it was not what we reserved and on the corner with a view of nothing. He switched our room without even telling us. I went back to let him know and he says “oh the room you wanted isn’t available “yet.” I said well we are willing to wait. He at that point had an attitude. By this time my friend came down and asked what suddenly happened to our room. My friend is very upset at this point because the guy stated we’d be waiting until 4pm. I proceeded to contact the 800# for Marriott. They called him and he advised that he gave us free valet parking and free breakfast because of the inconvenience. He gave us those things per his words” as a courtesy for your birthday sir.” He tried to make it seem as if it was because he switched our room. He then gives us a room on the 15th floor. At this point, my friend who traveled to get here is upset, he doesn’t want to stay at the hotel, and we requested a walk that was totally ignored by the hotel and the 800#. 20 minutes after being told 4p initially, there were people checking in on the floor that we initially had reserved. His birthday is ruined after flying thousands of miles. We chose your hotel and your brand. I’m furious and at this point offering our money back isn’t enough. You all can’t undo this because I knew in a way that he was going to propose to me but you all spoiled our entire experience

  Business response

  11/28/2022

  We have spoken with Ms. ******** and apologized for the poor internal communication that resulted in her less than acceptable experience. As a result of the service letdown, we have reimbursed her fully for her stay as well as invited her back as our guest this coming weekend. We have made arrangements for her to celebrate her upcoming birthday in one of our suites. She was pleased with our efforts. 

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 10th, 2022 - Marriott performed an unauthorized attempt to charge my credit card(CC). CC declined and lead to my Hotel reservation to be canceled. - Front desk of the Marriott location I was going to stay at advised, via call, the attempt was for a deposit. They advised notification was sent via Email and information was provided about this on the reservation site. Their cooprate reservations service advised the stipulation of the deposit would be in my confirmation Email. - I didn't recieve notification nor does my confirmation advise of the stipulation of a requirled deposit or when it would be taken. **Important to know** The reason for my stay at this hotel is due to the ****** ******) event that will be at the ******* ********** Center from 7/28/2022 through 7/31/2022. On Jan 20, 2022, GC sent out the notification via email, that the hotel link to reserve a room is now active. I reserved my stay that same day. RESERVATION CONFIRMATION #: 72762333 - I was contacted by Irene ********, Director of Sales and Marketing of the Raleigh Marriott City Center, requesting my number. - On the call she advised that GC sent out the link from last year and advised this is the reason why the disclaimer wasn't on the reservation site. - This is incorrect because I tried the exact same link recently and the desclaimer is now there. - Irene offered to secure a room at another hotel at the same group rate of 185.00 per night. Complimentary Valet and 15% off next years stay. - The closest hotel that will honor the group rate is an over 2HR walk away.( There are closer hotels but they wont honor the group rate) The Marriott and Convention Center are connected. This provides a ton of convenience and cost reduction to my trip. - No uber if I decide to partake in adult beverages - Quick naps if needed - No fighting traffic when coming and going. - Offers provided are not adequet ***I can forward my Email confirmation and others. Please advise.

  Business response

  07/08/2022

  As is standard practice when making a hotel reservation, a valid credit card is required and in the case of large groups a deposit will be charged. Unfortunately, that communication was not made clear to Mr. ****** and he was not prepared for the deposit to be charged. As a result, our system automatically cancelled his reservation. In reviewing this issue, we feel that we are responsible for not properly informing Mr. ****** of this process and therefore take full responsibility for this issue. As a result of reservation cancellations that were just processed, we have contacted Mr. ****** to inform him we are now able to reinstate his reservation and he was pleased to hear that. 

  Customer response

  07/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

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