My sister and sister in law and I were in Colorado for my daughter's graduation, Master in Bio Science at CSU, Fort Collins. We checked in on May 10, 2012 and out on May 12th. I called days before to confirmed our reservation and told me I don't have to pay because of my rewards point. I don't know how I got it. I applied back in April. I thought they might have rewarded me this stay due to being a new member. Therefore early morning before our arrival (arriving at 5pm) I called again to re-confirmed. Again it shows on their computer that I don't have to pay anything due to rewards. The prices qouted, back in April, before I became a "Marriott reward member" was $118.00 for senior discount. When we checked in by 5pm the computer quoted differently,it stated that I am not a Marriott reward member that the hotel fee was $169.00 per night. To my dismay I argued with Jeremy and I told him. When I called this morning it stated that I am staying for free due to points. As he checked the computer it says I have 0 points. Had I known that I have no points that morning, I should have not cancelled my other reservation in another hotel for $130/night. It was to late to retrieved that price. Through persuasion he lowered it to $134.00. He said he will talk to his manager. The manager, Michelle never called me. In the morning Michelle stated that it was a "miscomunication between the corporate and their hotel." She admitted the mistakes and still I was not adjusted to $118.00. Lesson to learn, get the person's name and making sure ask how and why and what.
It was a matter of principle. If Marriotts would like to make their customer happy and return, and give them "high 5's" then adjusted should be made to please their customer.
Jeremy need to take "customer relation class 101." He was not very effective. He appeared very frustrated and unkempt. Maybe he does not like "non white customer." From the manager to the staff they need to learn how to deal with different type of people, color, deeds, gender, etc. and have a better ways in relating to their guests.
Suggestions: please heated pool, DVD player in the room, breakfast was good.
Needless to say i will not comeback nor refer this hotel. I stayed at Marriotts at Disneyland in Los Angeles and it was fantastic guest relation. Cynthia Enrique
Check the room first before you agreed to the assigned room.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you very much for joining our Marriott Rewards program. We apologize for the misunderstanding that by becoming a new member you would get 2 complimentary night stays. We value our Marriott Reward members; however it does take about 15 nights to gain a free night stay. Again we apologize for the misunderstanding, but appreciate your comments and we hope the next time you are in the area you will give us another chance.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.