As a loyal Marriott traveler this was one of the few disappointments I have faced with Marriott. The locaton is fine for what we were doing at the Convention Center. It was about 5 miles and just off I-26. To downtown its about 14 miles, which is no big deal either. The cleanliness is OK, not great. You just feel like they go through the motions here. The desk staff is not very knowledgeable. Because my stay was pleasure, I was using points. i didn't book points stay, but Marriott has a pay as you go policy now, so I can decide to use them at anytime, even when I arrive. They had no clud how to d that and said i couldn't. i had to cancel my reservation at the desk, pulll out my laptop and make a points reservation right at the desk. Then i showed them on the Marriott site, where it states, "Use your points how you want and when you want". We aso had friends that checked in and forgot to ask for the AAA discuount. This blew the front desk staff's mind. This took 20 minutes to figure out. Anyway, there are better options in the area and hotel will not be in any future planning.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
January 21, 2013
Please accept my apologies, as I am terribly sorry we have disappointed you in any way, although I would point out that the core issue is a misunderstanding of what the Instant Redemption Award is, and how it works.
The line stating “Use your points how you want and when you want” is in fact a link to a page that explains the entire process. It also shows the exchange rates.
Instant Redemption is designed to allow guests who already have a regular reservation at a paying rate, to use some points at any time during their stay, but prior to checkout, to generate a credit against their folio. After check inn, the front desk representative can impute a certain code on the folio, corresponding to a certain point value, which in turns corresponds with a $ value credit. For example 20,000 points would generate $50.00 credit towards your folio, regardless what the rate on the folio (reservation) is. However, Instant Redemption is not an instant reservation on points, with no charge to the guest.
Please note that a prior reservation made by the MRW member is required, the reservation has to be checked in so that the agent would have something to post codes to, and with all due respect sir, you no longer had a reservation left. You only made one reservation at our hotel, for one room, and prior to your arrival, as per your instructions one of your friends came and checked in using that particular reservation. There was no other reservation that you had to cancel, and the record is irrefutable.
Furthermore, please note that an Instant Redemption of 20,000 points would generate a $50.00 credit, nowhere near enough to cover the cost of a room, while at our hotel the MRW member can make a regular Reward Reservation on line or by calling #800, using 15,000 for a free night.
With respect to your friends checking in and forgetting to ask for the AAA discount, it is Marriott policy that all rates and discounts are to be worked out prior to check inn and not after the fact. This is a common policy at all major hotel chains.
Again, I do apologize for disappointing you in any way.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
