Flag Marriott Rewards Customer Service Review

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My wife and I have planned our July vacation in San Antonio to attend a "world" convention that only occurs every five years. In August of 2009 I received confirmation for reservations I made at the Marriott TownePlace Suites in San Antonio for 2 rooms and 4 guests, July 1st thru July 4th, 2010. Eleven months later and 3 weeks before our departure for San Antonio, I have received a phone call informing me the Marriott Towne Place Suites will not be open. We were offered rooms at the Marriott SpringHill Suites near the airport, 8 miles farther away from the Convention Center and Riverwalk where our events are held.
After several calls and emails attempting to acquire a more suitable location, I found out that Baywood Hotels, a management and development company, is handling the transition of Marriott's customers to new accommodations.
Here's the bottom line: I have received numerous "confirmations", phone calls, emails and text messages and they still cannot reserve our rooms with the correct dates, number of rooms or number of guests we originally contracted for almost a year ago. Every representative I have dealt with from Baywood or the Marriott (4 or 5) has dropped the ball and passed the buck on to someone else. Now it is passed to me!!!
Approximately 50,000 to 60,000 people from all over the world attend this convention and plans have been made years in advance.
Because of the inexplicable mess created by Marriott at the last minute, it is doubtful we will be able to secure rooms for the dates we need to attend the convention. Our registrations and airfares are prepaid so we cannot cancel and recoup any of our money at this point, not to mention our HUGE disappointment at the loss of our vacation.
Is this customer service satisfactory to the Marriott Corporation? If not, I would certainly look at their performance in this matter and Baywood's participation in Marriott's interest.

Sincerely,
Stephen Davis


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