So I got creative with the angles in my shot today, sure my closet is a little boring but if you look at the full size one you get a little insight into me. Today’s post isn’t about the photo. Here’s a story of ineptitude that is unprecedented in all my years of travel.
Allison, Eva and I went to Orlando for IZEAFest. We stayed at the Renaissance Orlando from September 30 to October 5th. I used my Marriott Rewards points for our room. Because we were going to be at IZEAFest all day long we needed someone to watch Eva. Our fantastic friend Maureen took time out of work to come stay with Eva from Thursday to Sunday. She refused any money for food or anything. I rented her a room for her stay. This one I paid for.
When I checked in on the 30th I explained to the front desk that I booked both rooms and I would be paying for everything for both rooms. I put down my credit card for everything. There should have been no reason at all for the hotel to take Maureen’s credit card for ANYTHING. The hotel stay overall was perfectly fine, we were able to get adjoining rooms too so that Maureen could easily take care of Eva and then go to her own room when Eva went down to sleep. The hotel itself was pretty nice but this post isn’t about that.
On Sunday I went with Maureen to check out. I got the bill and we kept the charges on my card. Maureen’s hotel room was $334.14 total. I was expecting to receive the charge on my credit card but it never came. I used the same card for my hotel room and I checked out on Monday. I was billed for the incidentals on our room. On the 17th I heard from Maureen that the hotel charged her card and that put her in overdraft and so her bank charged her over $500 in fees. She contacted the hotel to get this taken care of. Maureen first talked with a customer service rep who asked her to fax her credit card bill with the charges and the fees. The rep would talk with accounting and get the charges reversed. Easy Peasy, NOT.
On the 28th I got another e-mail from Maureen telling me that she hadn’t heard from the hotel about the charges. So she contacted them and was told that she needed to have me fill out an authorization form. I did that on the 29th and faxed it customer service. So they will be charging my credit card, as they should have. Everything was all set. Or so we thought.
Maureen contacted me last night to tell me that the hotel only reimbursed her $103 and not the rest of her fees. She gave me the name and number of the supervisor that she spoke with today. That person was Jennifer Kennett and she was not at all helpful. I called her also and left a message detailing the issue and said that this issue needs to be resolved today. I was not called back. Later Maureen received a message from Jennifer Kennett stating that she would not be reimbursed any more money and that she could lodge a complaint and to have a nice day.”
Since the phone call was not working I left a message for customer service through the online customer service form explaining the whole situation. I was automatically emailed that I would hear something in the next 3-5 business days. Another dead end.
So I looked up Marriott’s presence on Twitter and found @MarriottIntl. I then sent out a tweet” “@MarriottIntl I’ll never stay at the Renaissance Orlando again after what they did/are doing to my friend @motarpey.” Less than an hour later I saw this on my twitter stream: “MarriottIntl @motarpey Is there’s anything I can do? If so, please follow me so I can DM you. @BenSpark” So I am hoping that maybe they can help Maureen. They certainly were responsive right away on Twitter.
Actually it looks like by tweeting this issue I brought it into the light. Maureen was contacted by John Wolf one of the Marriott Tweeters. He asked Maureen for an explanation of the events which she sent in full detail (she cc’d me). Maureen has spent hours trying to resolve this and she has been lied to, hung up on and hung out to dry.
Here’s what bothers me most about this:
- Maureen was doing us a huge favor and is a fantastic friend and wonderful person, she should not have to deal with this garbage because the mistake was not hers and it should be rectified in full by Marriott.
- When I checked in I specifically gave instructions that I was to pay for everything and my credit card was to be used for incidentals. When Maureen checked in the front desk person demanded that she put down a credit card for incidentals. I was not there when she checked in but Allison was and while she explained that my card was on the account the person at the front desk still would not follow my explicit instructions.
- Maureen’s credit card should never have been taken for ANYTHING.
- If the hotel had trouble billing me, which they should not have had since I was billed for incidentals when I checked out the day AFTER Maureen. (The reason they might have had trouble was that my credit card was part of a ton of cards that may have been compromised and so I was issued a new card and number,)
- Why was Maureen told that the charges would be taken care of if she faxed copies of her credit card bill and then weeks later told that she needed to have me fax another form?
- How can a credit card company charge overdraft fees nearly twice the amount that caused the overdraft in the first place?
I will keep you all apprised of this issue but in the meantime I would not consider staying at the Renaissance Orlando ever again.
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