The last thing you would expect to see in the shower you are standing in is the last guest's hair. But I did at the Marriott Park City. Not one hair, but enough to wonder if pets are allowed.
Since the stay was one night, I told my family to skip the shower and we went to check out. I mentioned my horrific experience so they could bring their housekeeping team up to speed.
The person checking us out looked dumbfounded, acting as if it wasn't possible. I offered to show her pictures. She said she wanted to see them as if I made the entire experience up.
"Why didn't you inspect the shower before getting in?"
I explained to her that, from a distance, the hair was hard to see, especially without contact lens. Although she was visibly shaken by the photos and I did not solicit compensation, she said that she would reverse a $10 Internet charge (Marriott is a hold out on charging guests for the Internet). But if I wanted anything else, she said, then I would have to wait two hours for the manager to come in. If I decided to wait, she suggested we figure out what we wanted.
I told her that this seemed unusual to me because what I wanted was a clean shower. I added that I was not willing to wait nor "ask for anything" not was I willing to wait and prolong the experience. I also told her that the burden of "asking" for something should never be placed on guests so if the manager wanted to offer us something for such experience, then she could call us with an offer of compensation.
Again, I said, all I wanted to do was bring it to their attention. So then the staff member said that the manager would call us, but that I should ask for more than free Internet. What she never did, however, was apologize.
As the hours passed and the manager did not call as we resumed our road trip, I decided to tweet for suggestions of "what I should ask for." As soon as I did, Marriott's Twitter account put us in touch with customer care (customer care members are always nice and on top of everything). It took a few days to sort it all out, but eventually the executive director called me.
He was appalled. He said everything I outlined in my email to customer care was correct. The staff member should have been less interested in seeing pictures and more interested in caring for guests. He said that all team members are empowered to offer the guests room discounts to make such experience less painful. He said he agreed with me that this was a teachable experience for the front desk as well as housekeeping. He said he would call me back to give an update on their progress and wanted to review my room charge. He apologized.
True to his word, he called back. He told everything that was being done to ensure no one would have an experience like mine again and then he offered to credit my account for half of the room stay. He asked it it would satisfy me.
I said that I would not be satisfied (because the experience cannot be erased) but I would accept it and let other people decide whether it was fair. He was not happy that I said that, and asked me what I wanted (despite saying earlier that the Marriott should place this burden on a guest). I told him that I didn't want anything. I would accept his offer and hopefully end what had become a weeklong issue.
Several more days went by and I checked for the credit card account online to make sure they would live up to their word. Eventually, Marriott Park City did credit my account for half the room rate.
BUT, there was a kicker. When they credited the room, it triggered the pre-authorization for the original room rate again, making it look like I was double billed. It's an odd experience to think you are finally done with something and then to see the first full room charge was $150, the they credited me $85, and then charged for $185! So I had to double check everything again, making what should have been one minute of time when I checked out take weeks to resolve.
While I wasn't double-billed (but I feel like I have to monitor it), the credit card company said it had to do with the way they applied the credit. I don't know what that means and don't care as long as it over.
As someone who has written reviews for Fodor's and have my own review site, I have never stayed at a Marriott where housekeeping doesn't at least wipe down shower walls (had the last guest not been hairy, I would have never known). After all, this is the only promise you are supposed to count from Marriott — a clean room. Maybe the front desk person was right. You need to check because you only have a 50-50 shot at a clean room. But don't laugh. 50-50 is a better average than their ability to fix a problem in timely manner.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.