Came to this hotel during a recent snowstorm that left our nearby home powerless. Made a reservation through Marriott Rewards (I am a totally loyal Marriott customer) while confirming that this property was Pet Friendly. I was told of no special fees and given a price only for the room. When I showed up with my dog, it was explained that there would be a single non-refundable charge of $200 for cleaning and $10 per night for the pooch. I was surprised since no mention was made when the reservation was taken by an operator who clearly knew I had a dog with me. In any event, I took the room but noticed other customers around the lobby complaining about the exorbitance of what seemed like a less-than-fully-disclosed charge for pet owners.
After checking out after just one night (our home power was restored ) I thought I would call the manager, Ed Pavia, to simply let him know that I was disappointed by the amount of the fee and the lack of clarity about the charges at the time the reservation was taken. My call was intercepted by a perfectly friendly and well meaning front desk employee who offered to refund $100 of the pet charge. I thanked him, but said that I still wanted to speak to Mr. Pavia before concluding the matter. He transferred me to the manager’s line and I left a message for him to call me back.
My phone rang several hours later and it was not the manager, but the Front Desk attendant. He left a voice message telling me that he could not refund the $100. I called Mr. Pavia back and got him on the line. I explained my discontent with the charges and he said that they were fair and would not be able to offer me money back. I then told him that the Front Desk attendant, Salmon, had already offered me $100. His monotone and ever-so-slightly disbelieving response was "I will have to check with him." He promised to call me back.
Four hours later, having received no return call, I called Mr. Pavia back. I asked if he had a chance to verify my story and his curt response was:” I am in a meeting and will have to call you back." First, who tells a customer that they can't speak with them because they are in a meeting.? Secondly, after another 48 hours, he never called me back. It finally took a call to Marriott Corp Headquarters to get some action. They naturally refunded the $100 promised to me.
Marriott runs the best hotels. This hotel is actually beautiful. But Marriott needs to better supervise their managers and acquaint them with the old adage: The Customer is Always Right.
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- Also Known As:
- Residence Inn Bethesda Downtown Hotel Bethesda
- Bethesda Residence Inn