- Report: #9418
Complaint Review: Nassau Marriot Resort & Crystal Palace Casino - Nassau Bahamas
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Nassau Marriot Resort & Crystal Palace Casino
West Bay Street Nassau, Bahamas, U.S.A.
Phone:
242-327-6200
Web:
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Nassau Marriot Resort & Crystal Palace Casino, do they ever respond to complaints? *REBUTTAL they are better than the others
I stayed at the crystal palace marriot in the bahamas during the recent hurricane my rate was supposed to be 165.00 per nightplus 100.00 food and beverage credit- at the front desk they gave me a rate of 108.00 per night plus 100.00 f & b credit. great i signed.because of the hurrican we had no maid service for 3 days but each day we were charged 3.50 maid gratuity and 7.00 maid service. we also had no power for a day and a half but were charged 100.00 energy surgharge for those days.
the only power in the hotel was to the casino-we couldn't drink water or flush our toilets!they served warm lunch meat sandwiches for 10.00 each.
for our 7 day stay only the buffet was open 6 days the others were all closed. our room flooded the carpet smelled horrible and we couldn't even get air freshener! finally after multiple complaints we talked to someone who could do something and she gave us a 100.00 credit slip for our room.
the day we checked out the computers were down(of course)so they were unable to pull up our bill to give us a breakdown of fees(it was commen knowledge that all bills were going to be disputed)they told me to sign a blank debt card slip with my account # but they would charge nothing untill they had e-mailed a copy of the breakdown to me- well they want ahead and charged the entire bill to my bank account without my consent they apparently raised the rates also because they charged my account over 950.00.
i didn't even know they had charged me untill several days later when i used that account. i e-mailed them a very lengthy complaint in which i detailed everything, this was on nov.26th i received a response that said it would take 7-10 business days for a reply- no reply came-on dec 13th i mailed them another letter asking why i had yet to hear anything- no response- so dec 15th i send another e mail asking why this is so difficult it should be a very simple matter to resolve but still no reply.
i would be satisfied with a refund of no less than 200.00 - at this point my entire stay should be refunded because of how unprofessional the entire saff at the crystal palace and guest relations has treated me.
i appreciate any help you can offer.
Thanks very much for your support.
Wendy Hutchinson
p.s. i have now noticed at multiple complaint sites that Marriot never seems to respond to any complaints and have no concern for customer satisfaction.
the only power in the hotel was to the casino-we couldn't drink water or flush our toilets!they served warm lunch meat sandwiches for 10.00 each.
for our 7 day stay only the buffet was open 6 days the others were all closed. our room flooded the carpet smelled horrible and we couldn't even get air freshener! finally after multiple complaints we talked to someone who could do something and she gave us a 100.00 credit slip for our room.
the day we checked out the computers were down(of course)so they were unable to pull up our bill to give us a breakdown of fees(it was commen knowledge that all bills were going to be disputed)they told me to sign a blank debt card slip with my account # but they would charge nothing untill they had e-mailed a copy of the breakdown to me- well they want ahead and charged the entire bill to my bank account without my consent they apparently raised the rates also because they charged my account over 950.00.
i didn't even know they had charged me untill several days later when i used that account. i e-mailed them a very lengthy complaint in which i detailed everything, this was on nov.26th i received a response that said it would take 7-10 business days for a reply- no reply came-on dec 13th i mailed them another letter asking why i had yet to hear anything- no response- so dec 15th i send another e mail asking why this is so difficult it should be a very simple matter to resolve but still no reply.
i would be satisfied with a refund of no less than 200.00 - at this point my entire stay should be refunded because of how unprofessional the entire saff at the crystal palace and guest relations has treated me.
i appreciate any help you can offer.
Thanks very much for your support.
Wendy Hutchinson
p.s. i have now noticed at multiple complaint sites that Marriot never seems to respond to any complaints and have no concern for customer satisfaction.
2 Updates & Rebuttals
They are far and above better than any of the other chains that are available to me.
#20
Tue, December 18, 2001
They filed the following rebuttal to the above Rip-Off Report: Their email: [email protected] Their name: Gold level at Marriott Their relationship to the company: Supporter Rebuttal: The short answer is absolutely. I stayed in various Marriotts 51 times last year. They are far and above better than any of the other chains that are available to me. I can assure you that a letter to Mr Marriott will get answered quickly. During an unexpected Midwest blizzard, the manager blocked out my room indefinitely so that I was guaranteed a place to stay during the storm. Also, I was in a Marriott on 09/11. Once it became evident that no one would be flying anywhere soon, the staff took everyone that had checked out that morning, and checked them back into their rooms, just in case they were going to need a place to live. In the rare times that their service has not met my standards (or theirs), I have always been well treated, up to and including free suites, full refunds, etc. But I would also have to say that in all fairness, at least some of your problems were caused by the weather, which no one can control. I would not try to hold them responsible for some of what you cite. Nor would I ever have signed a "blank check" - but that's a different matter altogether. If there is a Marriott near you, I would strongly suggest that you stop by their front desk and get the address you need Good luck!
#30
Mon, December 17, 2001
