- Report: #1104559
Report - Rebuttal - Arbitrate
Complaint Review: Mariott the TEmpe Buttes Marriott in Tempe,AZ
Mariott the TEmpe Buttes Marriott in Tempe,AZ2000 Wescourt Way Tempe, Arizona USA
Mariott the TEmpe Buttes Marriott in Tempe,AZ Steve Eberhart (General Manager at Tempe Butttes Marriott)Michelle Shelstead (Rooms Coordinator at Steve Eberhart@interstatehotels.com, Michelle.email@example.com, Shawn.Burton@interstatehotels.com Tempe Arizona
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RE: TEMPE MARRIOTT BUTTES in Tempe,AZ, ALSO involving STEVE EBERHART(General Manager), Michelle Shelstead(Rooms Coordinator), Nick, Warren and Shawn Burton
This story involves anybody that is thinking about staying at the Tempe Marriott Buttes under Steve Eberhart and Michelle Shelstead’s control. First of all I will just say that even though I am a Platinum Member with Marriott there is not much pull that even a Platinum Member has.
For example, I thought that it would be nice to sponsor some athletes at this hotel and get some extra nights to hit my Platinum level for 2013. I had negotiated 18 nights with Michelle Shelstead and she only credited me for 11 even though I stayed and payed for 18. I always give people the benefit of the doubt to explain themselves and I always try and work things out with upper management before I push on to the next step which usually involves the AG, or BBB or www.ripoffreport.com and other hotel Websites. However, when Marriott Corporate decides that they want to back the hotel I have no choice but to go beyond the call of duty and let other people know as well that the Tempe Buttes has changed and not for the better.
If you are thinking of staying here make sure you get EVERYTHING IN WRITING. DO NOT TRUST Michelle Shelstead on her word and any of the other Front Desk Associates. The other Front desk associates a just little pons under Michelle Shelstead who has the biggest ego on the planet. You will not see the new General Manager Steve Eberhart. He keeps his distance from people and will not speak to you if you have even the slightest concern. The outdoor hot tubs are often not working. The staff is slow to respond to you. The Tennis Courts are in the WORST shape of any Tennis courts around Phoenix. They have not spent any money on the Tennis courts in over Ten years at this property.
The customer Service has changed around this Hotel. There are still a few employees less than a year old that are nice. Kevin in the Breakfast Buffett is one of them. Also the Restaurant Manager is super nice.
It all boils down to Terms and Conditions of Marriott and not broken promises. I even have a signed sheet by me saying I would pay for my first two nights only if they broke up the connector suite and charged each room separately and gave me a night for each room. This was the agreement. All the managers agreed to do it. However, none of them honored this promise. Michelle Shelstead sent me an email stating that she was sorry but the terms and agreement prevented her from giving me the appropriate nights. I said ok you owe me for seven nights then. She of course refused and I wrote to my American Express and disputed seven nights. In doing so I am now banned from staying at the Tempe Marriott Buttes forever.
The moral of the story folks is be very careful wherever you stay. Read your terms and conditions very closely. DON’T TAKE anybody’s word these days. Unfortunately we live in a world that everything has to be documented. We live in a world where a handshake is no longer valid. This is not the first occurrence with a Marriott that I have had. Most of them are good if not great. However, even though Marriott has low turnover, they do have tremendous turnover within the company. They like to rotate their managers a lot. It keeps them fresh. I agree with this philosophy. However, sometimes it is the luck of the draw when a new GM comes in. Some are Tyrants and not very receptive or welcoming to the people. Some want to shake everybody’s hand and welcome them. Those are the rare breed. I will continue to fight for the people and take one for the customer service team of people in this world because when I take time to write a long lengthy letter it comes from the heart.
I am not saying don’t go to the Buttes Marriott because it is a great property. I am just saying don’t trust Michelle Shelstead and Steve Ebarhart. I can only speak from personal experiences. I hope everybody has a great experience there though. I will live vicariously through you from here on out. Been there done that.))LOL
Platinum Marriott Member
This report was posted on Ripoff Report on 12/05/2013 09:47 AM and is a permanent record located here: http://www.ripoffreport.com/r/Mariott-the-TEmpe-Buttes-Marriott-in-TempeAZ/Tempe-Arizona-85282/Mariott-the-TEmpe-Buttes-Marriott-in-TempeAZ-Steve-Eberhart-General-Manager-at-Tempe-Bu-1104559. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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