“Fool Me Once, Shame on You. Fool Me Twice, Shame on Me. Fool Me Three Times?”
Each year, we visit family in nearby Rockville, MD for Thanksgiving and have always stayed at this hotel because the rates are very reasonable and the accommodations are comfortable. However, we will no longer be returning because I do not trust this hotel with my money.
First, when we initially made our reservation, the Marriott website provided absolutely no communication that this hotel was under renovation. When we arrived, check-in was brutally slow.
With that being said, upon reserving the room and checking-in, we held the room on a CREDIT card (not a DEBIT card) as we always do when we travel. Upon checking out, we switched our form of payment to a major DEBIT card that is linked to our checking account so we could reconcile the $93.50 balance immediately and not have to pay it later. Should be simple, right?
WRONG. For the third year in a row, we were charged for more than double the amount of the room on not only the CC but on the DC which resulted in over $400.00 in charges for a one night stay. This doesn't add up, because our receipt upon leaving was $93.50 for one evening. When I called the hotel the next day, the same supervisor that checked me out first tried to tell me that I held the room on the debit card, resulting in the inflated charges. Sorry, but I am not that stupid. Once I gently corrected her and reminded her that the room was held on a CC, she refused to admit any wrongdoing on the hotel's part, claiming that they only charged us for $93.50 and that the responsibility was the bank's to refund the extra money that they took from our DC. However, the bank only charges what you tell them to charge, so apparently Marriott, you did charge us the incorrect amount.
This has happened over the last three years only at this hotel. When we called our bank, the representative indicated that Marriott, and only Marriott, is notorious for this type of miscommunication, which I figured.
This should be simple. Use a credit card to hold the room, so incidentals are not applied to your debit card. Then, pay with a debit card when you leave to immediately resolve the balance. Now because of Marriott's mistake, we have to wait one week to get over $100 in cash back to our debit card. When you're living month to month, this amount of money is a big deal. They can carelessly take the money from you, but when you need it back, it takes a week in spite of their error. Unacceptable. I suppose I should carry a stack of $100's next time.
While I will say that Marriott did allow us to check-out early and not charge the second night because my wife was sick, the supervisor unprofessionally threw this up to me as a rationale so I can accept why this happened. All of my goodwill towards them doing this is now gone.
I travel several times per month, and this happens nowhere else. It will not happen at this hotel anymore, because I will not be staying there anymore and I will strongly consider not staying at Marriotts' again. Memo to corporate - train your front desk staff properly because this happens nowhere else.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 26, 2012
Thank you for sharing your review of your stay. It sounds like there was a bit of miscommunicatoin during your stay and for that I apologize. Please feel free to contact me directly at the hotel and I'd be happy to discuss your specific situation and see what we can do to improve our service. I can be reached during business hours at 301-590-0044.
Report response as inappropriate
Director of Hotel Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.