ComplaintsforMagnolia Hotel
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Complaint Details
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Initial Complaint
06/29/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
This hotel did not provide heat. I arrived Monday the 26th of June. The first night I was freezing. I spoke to the manager ****. He said the heat is off because it’s summer. He told me to just turn the unit off and it will be warm as it’s summer. I tried that and I was still cold. He promised to bring up a space heater as the heat is off throughout the hotel. They would not turn it on just for me. I explained I have RA and get very cold. I have spent two nights freezing. If I leave early before the 29th I will be charged anyway. I called Marriott as I feel it isn’t fair for me to have to stay here. I prepaid to save and now I have to suffer. I don’t think that it is even legal to not have heat for the whole hotel. I prepaid for 3 nights they charged my credit card months ago. They took my money before I checked in. I do not feel it’s fair that I am stuck. These are extenuating circumstances. Ultimately my well-being is being brushed aside. I have had one issue after another with service. The heat not being rectified is why I am filing. Housekeeping didn’t clean my room the second day. The valet left my rental blocking the narrow one way street downtown with tons of construction. I walked out to an angry mob, and everyone was honking their horns for me to move my car. That also could’ve put me in danger. I also called Marriott. I am a titanium member with them, and they didn’t seem to care. They couldn’t even get me my money back all they said they could do was reach out to the hotel on my behalf, and if there was no guarantee. I asked them to put me in another Marriott affiliate nearby, and just cover the amount and they wouldn’t do that, they also said because I paid ahead of time if there’s a penalty if I leave and check out early. I actually get reimbursed from my company so I’m not paying either way. I don’t think it’s again fair or legal for them not to provide heat for their patrons. It doesn’t matter how hot it gets in St. Louis, or anywhere for that matter.Business response
07/13/2023
Thank you for offering some feedback from your recent stay. I am not aware of speaking with you or offering a space heater. This is something we simply cannot do. It is June in St. Louis and with the over temp being 89/90 over the 3 days you stayed with us there wasn't a lot we could do.
We certainly would have allowed you to check out and find other accommodations regardless of your pre paid reservation. We have helped other guests in unique circumstances over come this with Marriott and would have been happy to do the same for you. When speaking with the Director of Operations, we shared the information about the space heater and some things that could be done to warm the room naturally since heat simply isn’t an option in June. At not time was there a conversation of you wanting to depart early for a refund. He would have happily done that for you. Upon request for your vehicle, valet pulled the car in front of the hotel as we do all vehicle. As a hotel in a downtown market we utilize the space the city allows us to use for guest vehicles. I do apologize if this caused any inconveniences.Customer response
07/13/2023
Complaint: ********
I am rejecting this response because: he did not offer to at least reimburse for one night. He should consult his team. The person I spoke to I was told was the GM
Sincerely,
******** ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.