I am sorry for writing such a bad review for your hotel but there is a NEED to change your policy.
This is not everything about how much you earn or how many stars you have got or how good facilities you may provide,,,,it's about HOW YOU TREAT YOUR CUSTOMERS,especially in special situations like mine.
I was supposed to fly to Greece through JFK airport in NY but my flight cancelled due to the weather (not so convinced about that but it's an issue with Delta) so I had to spend two more nights in Chicago. Delta airlines did not provide me accomodation and they just gave me 2 discount vouchers for Marriott O'Hare hotel, for 84 $ rate per night. The problem in my situation was that i had already spend 7 nights in USA and my credit card had only 160 $,so I could not afford my stay there until my family could put me some money from Greece.
I explained to the reception what happened to me due to the cancellation of my flight and that I had been waiting for 8 hours in the airport (there were 2 delays of my flight before the final cancellation) and i kindly requested them not to charge the whole amount for 2 nights in my debit card because in that case i would completely run out of money for the next two days. Moreover, i explained to them that i could not communicate with my family in Greece because the time there was 4am. They were very well informed about my difficult situation but they did not care at all and they advised me to call Delta airlines.
I called Delta airlines and the agent on the phone advised me to go back to the airport and find a supervisor who will definitely help me by providing me accomodation. I went back to the airport but I couldnt find a supervisor and the officers told me that the best they could do for me is to give me a phone to contact a hospitality company,which could possibly provide me cheaper accomodation. And they did finally, they gave me 2 new discount vouchers for another 5 star hotel with a 59$ rate per night (i don't want to give the name of the other hotel,because i dont want to make it seem like i try to promote another hotel instead of yours).
I came back to Marriott almost at 10pm because I had left my luggage there,being sure that delta would provide me free accomodation as they obviousloy should have done,but they did not finally.I was really tired being 10 hours on the road and at the airport so i thought that it might be a good idea to ask Marriott if they could at least for the first night give me the 59$ rate as the other hotel did,in order to avoid going back to the airport and waiting for the other hotel's shuttle bus to take me there. But Marriott denied again my suggestion,even though the time was very late at night and the only thing i really needed was a bed to take a sleep after a very very long and difficult day. the time as i told you was already too late at night so i guess that there was no problem with their room rate,i just asked them to give me this price for the first night. i did not try to take a benefit and stay at a lower rate....my situation was really hard and they didnt care at all. After all, I was requested them if they could just ask their shuttle bus driver to drive me directly to the other hotel which was 1,5 miles away but they REFUSED again.
I dont know the name of the manager or so called however (she was a woman and the date of the happening was 11th of may 2013) but she did not care at all about my situation. She must know that it is not all about money....I could not believe her attitude, she treated me like i was a homeless. Just to remind you that I stayed 7 nights in NY and Chicago and spent about 5000 $, staying in 4 and 5 star hotels, but i could never believe that i could face such a hard situation. I would like to thank a very kind man in the reception who did care a lot about me and apologised many times about what happened to me. And this man was the one who called the other hotel and explained them my situation and kindly requested them to send their driver to take me to their hotel.
Just for the history, the other hotel gave me an upgraded room with breakfast included with a 49$ rate per night. Can you see the DIFFERENCE now in the way you treat your customers?????
YOU MADE ME FEEL SO BAD.....YOU MADE ME FEEL LIKE A HOMELESS WHO BEGS FOR A BED....YOU MADE ME FEEL LIKE A THIEF.....WHY?????????
I wrote this review because I would like to inform the hotel managers and owners about this horrible attitude to myself. YOU JUST LOST A CUSTOMER....TRY TO IMPROVE YOUR SERVICE TO AVOID LOSING MORE.
I am looking forward for the responsible reply of the hotel and I can give you any information you want about what happened to me.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I feel terrible that you were stranded due to the delayed flight and that the airline did not provide you with compensation sufficient to cover even the very much discounted rate our hotel extended. I am very sorry that we could not let you stay without paying for the room and that you were in this difficult position. Thank you very much for letting us know how disappointed you were andI apologize that you were not able to stay with us. Hoping that the remainder of your travels were much improved. Thank you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.