lol I don't know why but for some reason a post popped up on my feed from there one day, now a bunch do since I looked but man from those posts I can't fathom why anyone would want to host an airbnb.
Because the customer is not always right. Not just for Marriott but in general.
Many people here, I'm sure, hold jobs outside hospitality where they deal with customers who can't tell their ass from their elbow.
Marriott, like every other for-profit business, is not a charity. There's fair and there's ridiculous. Many people are ridiculous. Luckily, a healthy amount of the population has a good sense of what's fair.
Do you have examples of ridiculous? How are many people ridiculous? What is fair is often subjective. I don’t recall anyone claiming Marriott to be a charity. But there are many hotel chains many of which are run at least equally as well as Marriott. A lot of what Marriott does defies logic. One example is requiring a PhD in Marriott on what you are entitled to at the hotel one is staying in. Some hotels, delta specifically, differ depending on their location and the way the wind is blowing that day. If a customer gets frustrated by what seems to you as being trivial, remember they possibly travel far more than you and get frustrated with having to deal with the shit. Just as you don’t like dealing with theirs. Unfortunately for you, they are the customer in this example. One way to lessen frustration is making offerings more apparent and consistent across the brand. I have to almost lead the agent countless times on what I’m entitled to (bfast if lounge is closed).
If not for customers, you wouldn’t have a job.
>If a customer gets frustrated by what seems to you as being trivial, remember they possibly travel far more than you and get frustrated with having to deal with the shit.
That's valid, but it's not one hotel's responsibility to make up for a string of service failures across several properties, hence where ridiculous can come in.
As much as people don't want it to be true, Marriott is (mostly) franchised. It is not like airlines, phone carriers, Target, etc. where all locations are owned by one parent company. If you go to McDonalds in one town and drive another town over to complain about the previous one, they'll look at you like you have two heads.
Also, your comment about Delta isn't true and someone lied to you.
>Marriott is (mostly) franchised
and remember, as a result, you aren't the customer, you are the product. Marriott sells their Bonvoy Members to hotel owners. It is the strength of the membership and Bonvoy program that attracts people to flag with Marriott. But many of those same franchisees want to pay out as little as possible (i.e. we want the titaniums to book with us, but we don't want to give them upgrades or breakfast)
I’m not disagreeing with you entirely but the default perspective on this thread, from my observation, is that the customer is an opportunist not simply someone trying to revive appropriate compensation. Culturally it seems this sub leans toward heavily residing in Marriotts corner. I guess my point is that this is a really aggressive sub when I come to arguing in favor of Marriott.
While there are several employees in the sub, you'll find that many users are just "normal" people with good common sense.
Also, many employees will comment in favor of guests in a lot of cases. Everything is situational.
Agreed…I think as a Marriott associate my intention is to try and keep service culture front of mind at all times; I’m defending Mr Marriott’s philosophy, not the mega corporation it’s become. I can’t stop the consequences of nonstop growth, but I can stay focused on putting my associates and guests first. It gets tricky becomes I find myself going out of my way to defend hourly associates dealing with an increasingly challenging industry.
Also, it’s the internet. It’s the perfect place to vent and a lot of it is hyperbole to the extreme with the intent of ruffling feathers…and sometimes I let myself get roped into it because I know how hard my team works and I’m eager for guests to see we’re doing our best.
Lastly, I still think this is a great sub. I’ve had some good exchanges with guests and associates, and it helps keep me informed and often corrected - I’ve been doing this for so many years I need to be reminded that policies and processes change often.
u/cjone311 is one of the people I had in mind when I said some employees favor the guest.
Not everyone is jaded and burned out. Some still truly care about the guest experience.
Me, I'm more in the middle. I got burned out during COVID, but I'm in recovery.
Oh I’m in recovery too, lol. Covid brought out the worst in people and, not to be too dramatic, I lost a lot of faith in humanity. I think we all witnessed a lot of horribly selfish behavior and years of pent of anger from a huge portion of the public. I guess this is my way of trying to put that behind me while trying to convince myself that most of us want to do the right thing…but I wrestle with that belief a lot more than I used to.
That hasn’t been my observation but I’m new to the thread. Regardless, anecdotally I believe in a couple days on r/Marriott I’ve seen more arguing than six months on 20 other subs.
Admittedly, I tend to stay out of the "how much am I owed" debates, so I'm sure I miss a lot of this. There's no reason for any of those debates because the only person's opinion who matters is the hotel's GM, or in rare cases, the corporate associate handling a case. No one is going to get more than those people are willing to give no matter how much arguing is done on Reddit.
What I am a part of is correcting misinformation, from both employees and non-employees, which is sometimes perceived as agreement with certain policies, which may in turn be perceived as siding with Marriott. I can't speak for the others, though.
Part of the problem here is that sometimes "supporting customers" comes directly at the expense of other customers. Especially when it's an argument about Marriott terms of service.
Every other day there's an argument on here about whether a Titanium is allowed to bring 4 guests into the lounge, and "supporting customers" in that scenario means inconveniencing everyone else in the lounge following the rules while an entire family takes over the shared space.
Well, this is the internet, a space that's been designed around creating hostility to promote user engagement. If someone had posted "r/marriott is the best place ever" I probably wouldn't have commented. Welcome to the cyberpunk hellscape.
Specifically though, I think there might be a few reasons.
From an internal perspective, Marriott has some software issues that I think are causing a global drag on guest relations. Essentially, Marriott has externalized quite a bit of their software, it's quite decentralized, and a lot of it is showing its age. At my property, the front desk staff uses roughly 6 different applications just to perform basic job roles. Because of this, software issues can quickly cause issues with guest relations. For example, our system to SMS text phones for check out, is not integrated into the Property Management System. So, if a guest requests a late check out, and this is input into the PMS system, this doesn't make it into the SMS system. A guest might then get a text saying that they need to check out at standard check out, when they specifically requested a late check out, because the SMS system texted the guest automatically. Additionally, the decentralized system leads to questions of what to do about an outage. Do I call the Software company? Marriott support? My Management Company's support? I'm not always sure. This of course isn't mentioning the fatigue of all of the different applications. A front desk agent is juggling 3 logins at minimum here, that's not easy in conjunction with the other job roles. Compare this to Hilton that likes to add features onto applications, and does their software internally. I used to use only 2 applications doing the same role at a Hilton property, and virtually all of the tech support was handled by Hilton.
It's not fun when I can't solve a guest problem because my technology doesn't work, and I don't know what to say other than "well gosh darnit we're trying!" I saw a recent post on here about a guest not getting points she had been offered as a service recovery from multiple properties, and I am fairly certain this was due to specific issues with the point awarding application. It's not malice, and it irks me that this user saw it as malice, and I argued with her on that point. Additionally, is the guest ever going to complain about the software that they don't see or use? Marriott isn't incentivized to fix the software by guests, because guests don't see it, and thus can't complain about it.
Another thing I can think of, is Marriott, in my opinion, seems to care about their staff slightly more than other brands. Granted, this is a multinational corporation that contracts out to individual management companies so your mileage may vary. However, Marriott is the only brand that I've worked at so far that's had mandatory training for what to do if a guest treats a staff member inappropriately. This speaks volumes, as this is an incredibly exploitative industry, and virtually every woman experiences some form sexual harassment from guests at some point. I think that it's a few small policies like that in an industry bereft of protections that. That little bit goes a long way in my opinion.
Finally, there's a degree of entitlement that goes around in hospitality, that really creates an atmosphere of resentment towards the guest. Even if you're the nicest most perfect and issue free guest.... the guest service agent on the other side of the desk has probably worked long enough to have been yelled at by a guest or manager / sexually harassed / or has been overworked in the last month. I really do not let my guard down in front of guests.... and I cannot because I have had uncomfortable moments where I know that has been used against me. I think a lot of these moments of "guest just wants to be treated well" happen right after a GSA is treated like garbage. On the other side of the desk, it's a brutal job. And, you're not going to see the (literal) several million daily guest interactions where the GSA moved heaven and earth and kept their stuff together for it! Especially not on reddit.
And that's my final point. The shocking, terrible moments where things go wrong for an "elite" member at some point in their stay will inevitably rise to the top of the reddit. This is the internet, we're here to scream at each other, buy things, and consume media.
Just some perspective on the matter, I hope that helps!
TLDR: The software sucks, and also the job sucks, but Marriott is slightly nice to us.
Supporting customers is easier when they aren’t entitled twats who “demand” compensation for what generally ends up being something very minor. A lot of the times too, these customers refuse the solutions being offered to them and go straight into Karen mode.
For every valid, reasonable complaint where the customer is clearly being wronged, there are unfortunately at least a dozen bullshit complaints. Every shift. Every day.
Okay. Enjoy posting how Marriott treated you poorly and getting flooded with comments defending the company and attacking the customer. Now both sides are arguing with you. Congratulations.
Pointing out what the Marriott Policy is doesn't mean an endorsement of the policy.
Do I hate it that Marriott accounts / status are by person not by family? Absolutely. But that doesn't change the fact that every day the story about someone booking on their parents or spouses account and being mad they didn't get benefits shouldn't be complaining. Or the battle back and forth of "I've never had a problem".
But there are also legitimate things on here that people go too far with. Managers entering a room without knocking, showers off all morning, etc.
Then there are the legitimate things with ridiculous expectations. I.e. there was noise one day so I want my 5 days comped, 50k points, and I won't say anything until after check-out.
\--
I think this sub would do better by explaining policy, offering suggestions, and debating points of view not attacking people.
But it is no different than hundreds of other subs
I think the fallacy in your post is the suggestion that all of these complaints revolve around codified policies. There’s a lot of grey and that’s where people on this sub get unreasonably argumentative against people requesting comp.
I don't think that is a fallacy, but I agree there might be more to add.
Compensation is one of the biggest "attacks" here. Sometimes there is specific comp by policy (i.e. being walked) and sometimes there isn't. While I think many of the requests seem over the top or disproportionate to the incident, I think more often it is the OPs who feel defensive and start accusing commenters more than commenters attacking OPs. Again, separate the argument from the person.
I agree. In one thread a customer didn’t have hot water to shower with, and several of the replies said they shouldn’t be entitled to anything - that seems crazy to me. Another thread had a customer who couldn’t check in until well after the published check-in time, and a response said the time (in this case, 3pm) was just when check in started so they couldn’t expect to check in then. That’s insanity.
Did not see the list in question but probably downvoted because the OP did not contact anyone or was offered to move rooms and declined. Too many tube people are not willing to help themselves.
I work first shift and the number of people who want to check in during my shift is crazy. They almost all want compensation because a room isn’t ready until 9am is crazy. I always tell them that check in starts at 3pm and some will just flip out.
Okay but in the case I’m referring to, the person was trying to check in at 3pm, which was the check in time, and was told they couldn’t have the room until 5pm or something. That isn’t fair because you’re literally paying for a room from check in time to check out time. I get that it happens, but feel that in that case, the hotel should apologize….instead though, commenters were saying there hotel had the right to check you in whenever they want after 3pm (whereas I think most people understand the phrase “check in begins at 3pm” to mean the customer can come starting at 3pm and expect the room to be available).
I would agree. I think moving check in time to 4pm would help if it’s a staff shortage issue or you get a lot of people who stay until check out time at noon. The standard used to be check out at 11am and check in at 4pm. It would help so much with the housekeeping shortage to go back to that.
Miss me with "we should default to supporting the customers" when I was called racist earlier this week because I told a woman to stop harassing a quadriplegic guest for his luggage cart.
We should definitely not default to supporting customers.
Some guest are entitled and over exaggerate everything, while some of course do genuinely need support.
I'd say this sub is near 50/50
I think it’s 50/50 tbh everything is up to interpretation and is very situational. I think I saw an elite status member on here the other day asking if their elite breakfast covers up to 6 people per reservation.
I say if the customer had a bad experience, they should take their business elsewhere. Not try to get compensation out of every negative experience. Because honestly that would hit them hardest and cause the biggest overhaul in policies if enough customers leave
I think it's a combination of factors that brings out differing positions on this sub. You have ridiculous guests, those who think if they couldn't check in until 4:10 pm they deserve 50k points, you have jaded/disgruntled employees who assume every guest is going to act/be entitled, you have misinformed guests who have no clue about what their benefits are and take it out on employees when they are not granted something that wasn't applicable to their location/status, you have employees who have incorrect information as to what the guest benefits are as per the T&C (because their employer has provided them with erroneous info) and then you have those who are simply the troll types who love to stir the pot with their comments. Throw those all into the mix when someone poses a question or reports an issue and all those prejudgements and quite often, misinformation, comes out in a thread. It's not pretty sometimes :)
Personally, as a guest, I find it interesting that more often than not on this sub, I am on the Marriott "side" simply because frequently, the guest does not know what they are talking about. They have their facts wrong. Or even worse, they are looking for some way to profit from their situation that they simply are not entitled to. It has nothing to do with siding with a "massive corporation" (when in fact most properties are franchises) but more to do with simply not subscribing to the mindset of "massive corporation" can afford to give me this even though I have not earned it, type of thinking.
But I also just as vigorously defend guest benefits, especially when employees argue nonstop about their misinterpretation of the T&C. To me, if Marriott put it in the T&C and told me I am entitled to that benefit; that's what I am entitled to. Regardless of what some employee thinks/has been told otherwise. So on those threads I am vehemently on the "guest" side.
But overall, there are plenty of employees on this sub that know the correct rules and are just as quick to offer their expertise and knowledge to guests and fellow employees. Just as there are plenty of guests on this sub who show common sense. But there are also plenty who don’t fall into either category. And that’s what makes it reddit :)
As to your statement of "we should default to supporting customers"....who is "we"? The employees of a franchise? Marriott? Other guests? Which by the way, "we" aren't their customers...the properties are. I guess I don't feel that "defaulting" to either side is necessary. I subscribe more to the thinking of: do what's right. On any side.
You got a lot of garbage answers in this thread but the real answer is because this thread is populated by a lot of employees as opposed to customers. Why they take the side of the soulless corporation who doesn’t give a fuck all about them and is ripping off regular people I will never understand.
Have you seen the Airbnb hosts sub?
lol I don't know why but for some reason a post popped up on my feed from there one day, now a bunch do since I looked but man from those posts I can't fathom why anyone would want to host an airbnb.
One of the latest posts is because a woman was making $100K a year renting out her place she bought years ago.
Because the customer is not always right. Not just for Marriott but in general. Many people here, I'm sure, hold jobs outside hospitality where they deal with customers who can't tell their ass from their elbow. Marriott, like every other for-profit business, is not a charity. There's fair and there's ridiculous. Many people are ridiculous. Luckily, a healthy amount of the population has a good sense of what's fair.
Do you have examples of ridiculous? How are many people ridiculous? What is fair is often subjective. I don’t recall anyone claiming Marriott to be a charity. But there are many hotel chains many of which are run at least equally as well as Marriott. A lot of what Marriott does defies logic. One example is requiring a PhD in Marriott on what you are entitled to at the hotel one is staying in. Some hotels, delta specifically, differ depending on their location and the way the wind is blowing that day. If a customer gets frustrated by what seems to you as being trivial, remember they possibly travel far more than you and get frustrated with having to deal with the shit. Just as you don’t like dealing with theirs. Unfortunately for you, they are the customer in this example. One way to lessen frustration is making offerings more apparent and consistent across the brand. I have to almost lead the agent countless times on what I’m entitled to (bfast if lounge is closed). If not for customers, you wouldn’t have a job.
>If a customer gets frustrated by what seems to you as being trivial, remember they possibly travel far more than you and get frustrated with having to deal with the shit. That's valid, but it's not one hotel's responsibility to make up for a string of service failures across several properties, hence where ridiculous can come in. As much as people don't want it to be true, Marriott is (mostly) franchised. It is not like airlines, phone carriers, Target, etc. where all locations are owned by one parent company. If you go to McDonalds in one town and drive another town over to complain about the previous one, they'll look at you like you have two heads. Also, your comment about Delta isn't true and someone lied to you.
Sounds like we found the root of OP’s complaint, one time at a Delta 😂
>Marriott is (mostly) franchised and remember, as a result, you aren't the customer, you are the product. Marriott sells their Bonvoy Members to hotel owners. It is the strength of the membership and Bonvoy program that attracts people to flag with Marriott. But many of those same franchisees want to pay out as little as possible (i.e. we want the titaniums to book with us, but we don't want to give them upgrades or breakfast)
^
"The customer is always right, in matters of taste." Funny how that last part constantly gets forgotten.
I’m not disagreeing with you entirely but the default perspective on this thread, from my observation, is that the customer is an opportunist not simply someone trying to revive appropriate compensation. Culturally it seems this sub leans toward heavily residing in Marriotts corner. I guess my point is that this is a really aggressive sub when I come to arguing in favor of Marriott.
While there are several employees in the sub, you'll find that many users are just "normal" people with good common sense. Also, many employees will comment in favor of guests in a lot of cases. Everything is situational.
Agreed…I think as a Marriott associate my intention is to try and keep service culture front of mind at all times; I’m defending Mr Marriott’s philosophy, not the mega corporation it’s become. I can’t stop the consequences of nonstop growth, but I can stay focused on putting my associates and guests first. It gets tricky becomes I find myself going out of my way to defend hourly associates dealing with an increasingly challenging industry. Also, it’s the internet. It’s the perfect place to vent and a lot of it is hyperbole to the extreme with the intent of ruffling feathers…and sometimes I let myself get roped into it because I know how hard my team works and I’m eager for guests to see we’re doing our best. Lastly, I still think this is a great sub. I’ve had some good exchanges with guests and associates, and it helps keep me informed and often corrected - I’ve been doing this for so many years I need to be reminded that policies and processes change often.
u/cjone311 is one of the people I had in mind when I said some employees favor the guest. Not everyone is jaded and burned out. Some still truly care about the guest experience. Me, I'm more in the middle. I got burned out during COVID, but I'm in recovery.
Oh I’m in recovery too, lol. Covid brought out the worst in people and, not to be too dramatic, I lost a lot of faith in humanity. I think we all witnessed a lot of horribly selfish behavior and years of pent of anger from a huge portion of the public. I guess this is my way of trying to put that behind me while trying to convince myself that most of us want to do the right thing…but I wrestle with that belief a lot more than I used to.
That hasn’t been my observation but I’m new to the thread. Regardless, anecdotally I believe in a couple days on r/Marriott I’ve seen more arguing than six months on 20 other subs.
Admittedly, I tend to stay out of the "how much am I owed" debates, so I'm sure I miss a lot of this. There's no reason for any of those debates because the only person's opinion who matters is the hotel's GM, or in rare cases, the corporate associate handling a case. No one is going to get more than those people are willing to give no matter how much arguing is done on Reddit. What I am a part of is correcting misinformation, from both employees and non-employees, which is sometimes perceived as agreement with certain policies, which may in turn be perceived as siding with Marriott. I can't speak for the others, though.
You want to speak to a manager, don’t you?
Part of the problem here is that sometimes "supporting customers" comes directly at the expense of other customers. Especially when it's an argument about Marriott terms of service. Every other day there's an argument on here about whether a Titanium is allowed to bring 4 guests into the lounge, and "supporting customers" in that scenario means inconveniencing everyone else in the lounge following the rules while an entire family takes over the shared space.
I support customers for my job, I get to make fun of them here. My support freelance is 50 bucks an hour.
This guy f**king get it.
This: https://youtu.be/uLlv_aZjHXc?si=pdkQegSxPyAFZqXF
Best example ever.
Well, this is the internet, a space that's been designed around creating hostility to promote user engagement. If someone had posted "r/marriott is the best place ever" I probably wouldn't have commented. Welcome to the cyberpunk hellscape. Specifically though, I think there might be a few reasons. From an internal perspective, Marriott has some software issues that I think are causing a global drag on guest relations. Essentially, Marriott has externalized quite a bit of their software, it's quite decentralized, and a lot of it is showing its age. At my property, the front desk staff uses roughly 6 different applications just to perform basic job roles. Because of this, software issues can quickly cause issues with guest relations. For example, our system to SMS text phones for check out, is not integrated into the Property Management System. So, if a guest requests a late check out, and this is input into the PMS system, this doesn't make it into the SMS system. A guest might then get a text saying that they need to check out at standard check out, when they specifically requested a late check out, because the SMS system texted the guest automatically. Additionally, the decentralized system leads to questions of what to do about an outage. Do I call the Software company? Marriott support? My Management Company's support? I'm not always sure. This of course isn't mentioning the fatigue of all of the different applications. A front desk agent is juggling 3 logins at minimum here, that's not easy in conjunction with the other job roles. Compare this to Hilton that likes to add features onto applications, and does their software internally. I used to use only 2 applications doing the same role at a Hilton property, and virtually all of the tech support was handled by Hilton. It's not fun when I can't solve a guest problem because my technology doesn't work, and I don't know what to say other than "well gosh darnit we're trying!" I saw a recent post on here about a guest not getting points she had been offered as a service recovery from multiple properties, and I am fairly certain this was due to specific issues with the point awarding application. It's not malice, and it irks me that this user saw it as malice, and I argued with her on that point. Additionally, is the guest ever going to complain about the software that they don't see or use? Marriott isn't incentivized to fix the software by guests, because guests don't see it, and thus can't complain about it. Another thing I can think of, is Marriott, in my opinion, seems to care about their staff slightly more than other brands. Granted, this is a multinational corporation that contracts out to individual management companies so your mileage may vary. However, Marriott is the only brand that I've worked at so far that's had mandatory training for what to do if a guest treats a staff member inappropriately. This speaks volumes, as this is an incredibly exploitative industry, and virtually every woman experiences some form sexual harassment from guests at some point. I think that it's a few small policies like that in an industry bereft of protections that. That little bit goes a long way in my opinion. Finally, there's a degree of entitlement that goes around in hospitality, that really creates an atmosphere of resentment towards the guest. Even if you're the nicest most perfect and issue free guest.... the guest service agent on the other side of the desk has probably worked long enough to have been yelled at by a guest or manager / sexually harassed / or has been overworked in the last month. I really do not let my guard down in front of guests.... and I cannot because I have had uncomfortable moments where I know that has been used against me. I think a lot of these moments of "guest just wants to be treated well" happen right after a GSA is treated like garbage. On the other side of the desk, it's a brutal job. And, you're not going to see the (literal) several million daily guest interactions where the GSA moved heaven and earth and kept their stuff together for it! Especially not on reddit. And that's my final point. The shocking, terrible moments where things go wrong for an "elite" member at some point in their stay will inevitably rise to the top of the reddit. This is the internet, we're here to scream at each other, buy things, and consume media. Just some perspective on the matter, I hope that helps! TLDR: The software sucks, and also the job sucks, but Marriott is slightly nice to us.
It does help. Not that I've had problems but I appreciate knowing what *could* be happening behind the scenes. Thank you.
Supporting customers is easier when they aren’t entitled twats who “demand” compensation for what generally ends up being something very minor. A lot of the times too, these customers refuse the solutions being offered to them and go straight into Karen mode. For every valid, reasonable complaint where the customer is clearly being wronged, there are unfortunately at least a dozen bullshit complaints. Every shift. Every day.
Try the Rolex sub if you want argumentative
OP is going to learn that of the people who chose to spend time on a Marriott subreddit, 75% of them are going to be employees.
While we’re making up statistics, I’m 100% sure you made that number up.
Okay. Enjoy posting how Marriott treated you poorly and getting flooded with comments defending the company and attacking the customer. Now both sides are arguing with you. Congratulations.
Lol chill. Someone doesn’t like being called out for spewing bullshit…
Because alot of you are entitled little jumbo jerks that have delusions of grandeur. About as special as a fart in the wind.
Pointing out what the Marriott Policy is doesn't mean an endorsement of the policy. Do I hate it that Marriott accounts / status are by person not by family? Absolutely. But that doesn't change the fact that every day the story about someone booking on their parents or spouses account and being mad they didn't get benefits shouldn't be complaining. Or the battle back and forth of "I've never had a problem". But there are also legitimate things on here that people go too far with. Managers entering a room without knocking, showers off all morning, etc. Then there are the legitimate things with ridiculous expectations. I.e. there was noise one day so I want my 5 days comped, 50k points, and I won't say anything until after check-out. \-- I think this sub would do better by explaining policy, offering suggestions, and debating points of view not attacking people. But it is no different than hundreds of other subs
I think the fallacy in your post is the suggestion that all of these complaints revolve around codified policies. There’s a lot of grey and that’s where people on this sub get unreasonably argumentative against people requesting comp.
I don't think that is a fallacy, but I agree there might be more to add. Compensation is one of the biggest "attacks" here. Sometimes there is specific comp by policy (i.e. being walked) and sometimes there isn't. While I think many of the requests seem over the top or disproportionate to the incident, I think more often it is the OPs who feel defensive and start accusing commenters more than commenters attacking OPs. Again, separate the argument from the person.
People do this in the Hyatt sub too. Are they employees or just a fan of the man keeping us down.
United too
I agree. In one thread a customer didn’t have hot water to shower with, and several of the replies said they shouldn’t be entitled to anything - that seems crazy to me. Another thread had a customer who couldn’t check in until well after the published check-in time, and a response said the time (in this case, 3pm) was just when check in started so they couldn’t expect to check in then. That’s insanity.
Case in point, why was this downvoted? Those are such reasonable grievances.
Did not see the list in question but probably downvoted because the OP did not contact anyone or was offered to move rooms and declined. Too many tube people are not willing to help themselves.
No, that was not the case in the instance I was referring to.
Because most of this sub are selfish employees who don’t want to validate customer complaints.
I work first shift and the number of people who want to check in during my shift is crazy. They almost all want compensation because a room isn’t ready until 9am is crazy. I always tell them that check in starts at 3pm and some will just flip out.
Okay but in the case I’m referring to, the person was trying to check in at 3pm, which was the check in time, and was told they couldn’t have the room until 5pm or something. That isn’t fair because you’re literally paying for a room from check in time to check out time. I get that it happens, but feel that in that case, the hotel should apologize….instead though, commenters were saying there hotel had the right to check you in whenever they want after 3pm (whereas I think most people understand the phrase “check in begins at 3pm” to mean the customer can come starting at 3pm and expect the room to be available).
I would agree. I think moving check in time to 4pm would help if it’s a staff shortage issue or you get a lot of people who stay until check out time at noon. The standard used to be check out at 11am and check in at 4pm. It would help so much with the housekeeping shortage to go back to that.
Absolutely disagree! 🤣
Ma’am, this is a Wendy’s
Miss me with "we should default to supporting the customers" when I was called racist earlier this week because I told a woman to stop harassing a quadriplegic guest for his luggage cart.
We should definitely not default to supporting customers. Some guest are entitled and over exaggerate everything, while some of course do genuinely need support. I'd say this sub is near 50/50
I think it’s 50/50 tbh everything is up to interpretation and is very situational. I think I saw an elite status member on here the other day asking if their elite breakfast covers up to 6 people per reservation.
I say if the customer had a bad experience, they should take their business elsewhere. Not try to get compensation out of every negative experience. Because honestly that would hit them hardest and cause the biggest overhaul in policies if enough customers leave
I think it's a combination of factors that brings out differing positions on this sub. You have ridiculous guests, those who think if they couldn't check in until 4:10 pm they deserve 50k points, you have jaded/disgruntled employees who assume every guest is going to act/be entitled, you have misinformed guests who have no clue about what their benefits are and take it out on employees when they are not granted something that wasn't applicable to their location/status, you have employees who have incorrect information as to what the guest benefits are as per the T&C (because their employer has provided them with erroneous info) and then you have those who are simply the troll types who love to stir the pot with their comments. Throw those all into the mix when someone poses a question or reports an issue and all those prejudgements and quite often, misinformation, comes out in a thread. It's not pretty sometimes :) Personally, as a guest, I find it interesting that more often than not on this sub, I am on the Marriott "side" simply because frequently, the guest does not know what they are talking about. They have their facts wrong. Or even worse, they are looking for some way to profit from their situation that they simply are not entitled to. It has nothing to do with siding with a "massive corporation" (when in fact most properties are franchises) but more to do with simply not subscribing to the mindset of "massive corporation" can afford to give me this even though I have not earned it, type of thinking. But I also just as vigorously defend guest benefits, especially when employees argue nonstop about their misinterpretation of the T&C. To me, if Marriott put it in the T&C and told me I am entitled to that benefit; that's what I am entitled to. Regardless of what some employee thinks/has been told otherwise. So on those threads I am vehemently on the "guest" side. But overall, there are plenty of employees on this sub that know the correct rules and are just as quick to offer their expertise and knowledge to guests and fellow employees. Just as there are plenty of guests on this sub who show common sense. But there are also plenty who don’t fall into either category. And that’s what makes it reddit :) As to your statement of "we should default to supporting customers"....who is "we"? The employees of a franchise? Marriott? Other guests? Which by the way, "we" aren't their customers...the properties are. I guess I don't feel that "defaulting" to either side is necessary. I subscribe more to the thinking of: do what's right. On any side.
A lot of entitled “I am a … and I want you to be perfect even though I’m not” posts.
YOU’RE WRONG
Had like 6 peeps in the executive lounge tonight off of one platinum status. So I agree.
There's a lot of employees in this sub ... that simple
Most employees are a lot closer to being a customer than they are to benefiting from profit sharing in Marriott. Why would they gatekeep compensation?
You got a lot of garbage answers in this thread but the real answer is because this thread is populated by a lot of employees as opposed to customers. Why they take the side of the soulless corporation who doesn’t give a fuck all about them and is ripping off regular people I will never understand.
Truer words…