Usuário convidado
7 de janeiro de 2024
We reserved five rooms on points for a stay in December. The next day I happened to notice three unexpected room charges on my credit card. I waited a few days assuming they would drop off (thought maybe they were part of the normal hold most hotels use). The charges went through and I’ve now spent a week trying to resolve. First, don’t EVER charge a consumer without giving them notice (none of these charges showed up on my Folios upon checkout). Second, do what you say you are going to do. When I contacted you and you told me you’d get back with me … why did I have to follow up myself more than once and ultimately have to contact Marriott Bonvoy myself since you were giving me attitude. Third, don’t put the problem solving back on the customer - not a good look and definitely not Marriott-like. In the end, it looks like it was a glitch with the Marriott app when I booked - okay, that’s understandable and we’ll get it resolved. However, the way the local staff handled it was very unprofessional and unacceptable. I would name names, but you know who you are and I’ll leave it there.
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