My buddy Jay knows a woman who was a no-show at a Marriott due to a flight diversion totally out of her control. Last year she stayed over 140 nights at Marriott hotels. She complained about being charged $87.20 for the no-show. As a long-standing loyal customer, she received the following e-mail, no doubt written by a college graduate, from the Marriott system:
From: SHENEESE .......... gm@marriott.com]
Sent: Friday, March 26, 2010 6:27 PM
To: ……….
Cc: GUEST SUPERVISOR
Subject: No-show
Ms. ……….
My name is Sheneese ………. I am reading over your customer careinquiry that you place with Marriott Customer Care.
I show that your original reservation was made arriving on 03-02-10 and departing on 03-2610. This reservation was never cancel by the cancellation time and you was charge a no show in the amount of $87.20. Per Marriott policy we have to hold a guaranteed reservation from the time the reservation is made until 7:00 the following morning.
By you being a Platinum member we have to hold that room for you all night.
Ms. ………. I am sorry that you are considering canceling your future reservation with the hotel also and leaving the Marriott systyem. We here at the Fairfeild Inn & Suites have not done any wrong doing to you. All the staff have been very nice and friendly to you. You was upgraded you to our executive suites when your reservation was book at the standard king room by the plt desk.
At this time you were charge $87.20 for the no-show.
If I can assist you with anything else please give me a call at ……….
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