ComplaintsforSt Anthony Hotel
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Complaint Details
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Initial Complaint
09/15/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am reporting my grievance to BBB, as the Marriott does not have a grievance department or any other means of escalation, as communicated by a supervisor (**********) communication/Apology for my case (Case no. ********* created on 9/14/20222 at ~**** pm) for a stay on 9/3/22.Here is the sequence of steps:I called and made a reservation at St. Anthony Luxury Hotel Marriott located @ San Antonio using my voucher/certificate (worth 50K points). I requested for an upgrade, I have awards that I could use, but it was declined, I called again to see if any other one is available, and I was told the only way they could do is by canceling the current reservation so they could use the voucher again, bottom line the rep had to re-instate the canceled reservation and confirmed everything is as before. This was AM on 09/03/2022. When I reached the hotel to my surprise I was told there was no reservation in my name, the asst. *** tried to help and offered the only type of room available which had 1 King **** my reservation was 2 Queen ***** I was on the call with the supervisor who confirmed my reservation and ******** *** confirmed his system was showing none. There is clearly a gap between the Marriott reservation team and the hotel team. I was told this case will be investigated and so far I have not received any communication/Apology or any form of compensation/points. (10K points were promised by **** ***.), even after reaching out to both the hotel and reservation team, looks like they cared less about the issue, it total left a bitter taste for being a loyal Titanium member for many years, they did not seem to care if escalated it BBB or being a loyal member. I feel a systematic gap in the process, instead of appreciating and accepting the error and the gap, or intention to correct the mistake they made. Instead of celebrating a Birthday at a restaurant, spent 1-2 hrs at the reception counter talking, hoping everything will go smooth faced a disappointing time!
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.