I'm posting this story since the normal way of notifying a business of a bad experience (customer service) was such a fail that it deserves to be publicly called out:
We tried out the Marriott on a discounted 4 day 3 night trip to decide if the vacation club package would be a good buy for us. Since this was a family trip including my parents and a small child, we spent the whole time on premises for all dining and activities.
The Good: facilities are nice, the staff friendly and helpful, and the rooms some of the nicest we've stayed in by vacation club standards.
The Bad: food quality is inconsistent- a lackluster buffet our first evening followed by much better room service breakfast, cafe lunch and then a evening buffet all from the same kitchen. We suspected there was something wrong with dinner as the next morning 3 of us came down with day-ruining diarrhea - hence possible food poisoning.
The Ugly: When my wife and I explained this to the customer service rep, a borderline dismissive expat, the complete lack of empathy was shocking. He couldn't care less that part of our trip was ruined by a break down in food safety standards on Marriott's end. He even remarked that other people also had similar issues with the same restaurant and that "they take these things seriously and would certainly look into it"... wtf?! To make matters worse, we were harassed and insulted by an overly aggressive sales manager, and when we mentioned this, the rep cared more about defending the sales manager than even bothering to listen to our story. Adding final insult to injury, the rep's way of "making up for this" was to slash the sales tax on a last last chance package to enjoy the same Marriott club again (obviously we chose not to buy into the club nor will we ever be returning).
In conclusion, if Marriott is in the business of selling a memorable experience and great service, they've certainly hit the mark for us with this trip. Our family will definitely remember this experience and the wonderful lack of guest empathy.
1 star for our stay and experience.
1 extra star for the wonderful local staff, who we would like to acknowledge
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- Also Known As:
- Marriott Mai Khao Beach Hotel Mai Khao
- Marriotts Mai Khao
- Mai Khao Marriotts
- Marriott's Mai Khao Beach Phuket