Complaint Review: Marriott

This is for the Marriott Towne Place Suites in Lakewood CO. I stayed at this hotel two weeks ago and they double charged me (I had paid on hotels.com). Ok, so no big deal, I called and spoke to someone at the front desk who told me they would refund the charge as well as my pet fee for my inconvenience. Three days later I did not see the credit to my account so I called again. The person I spoke to told me that it might take a day or two so check back. Ok.

I checked my account today a full nine days after my original call and was transferred to the general manager, Heather Etheridge, who told me that if I didn’t know the name of the first two people I spoke to she would not be able to help me because they don’t refund pet fees and no one else does refunds besides her. Ok, well now it’s my problem that I don’t know the inner heirarchy of management at their business to know that the people I was speaking to could not assist with refunding me for the excess charge?

I also told her that I had the time and date stamp of the phone calls so I could give her that information so she could figure out who I was talking to. She told me that there are so many people coming and going at the front desk that she couldn’t possibly tell me who was working at the time and date if I gave it to her. Wow. That sounds pretty irresponsible. Now I just checked my credit card and they charged me AGAIN for my stay. Not refund. CHARGED. I also called Marriott corporate and got hung up on. I will never stay at Marriott again. What horrible customer service.