Marriott Hotels Stolen from, lied to, physically manhandled Tulsa, Oklahoma
*Author of original report: Wow!
*Consumer Suggestion: Really?
Sorry this is long...
April 2012 I was a guest at the Marriott in Tulsa OK. When I arrived back to my room at the end of the day on Thursday (I was staying Monday-Friday) I found that my items in my room had been gone through. Specifically I arrived in the room and fount that my medication that I had left out (I know it was my fault for leaving it out) had been moved and when I investigated I discovered there were 5 pills missing (I take the medication daily after a surgery and know when it was filled and how much should have been in the bottle).
I immediately went down to talk to the manager (I explained what happened and told her to cancel my reservation for 2 weeks away and that I was going to call the police) and the manager that was on at that time was very apologetic. She asked me if she could "take care of me" and keep this from becoming a police issue and keep me from canceling my reservation.
She promised me that she would have security "Interrogate" the lock to my room and see who was in my room and they would take care of the issue internally. I agreed to be moved to a suite for the final night and that when I returned in 2 weeks she would make sure I was upgraded to a suite then. She said they valued my status with the hotel chain and even offered to comp a meal for me that night.
I was relatively happy at that point but the issues got worse when I returned in 2 weeks. When I got to the desk to check in I asked if they did go ahead and put me in the suite as promised. The girl behind the counter went to get the manager on duty. The manager came out and told me that "suites are for guests who pay for them not for upgrades" I tried to explain what happened and I was told that "Marriott does not hire people who steal and since the housekeeping staff have general keys all the door lock would say was that housekeeping was in the room not who the housekeeper was"
He then told me he was canceling my reservation. I turned to leave and as I was gathering my bags I did do something that I probably shouldn't have but I was angry that I now had no where to stay. I turned to the people behind me and said "You better make sure you lock up anything you don't want stolen. Otherwise your stuff will be stolen and the hotel will lie to you to get you to not call the police" I did not yell it I said it in my normal voice (I will admit that I do not have a timid quiet voice).
The manager came around the counter and grabbed my by the arm and whispered in my ear that he was going to throw me out. I told him he had no right to touch me and I was leaving.
When I reported it to the General manager of the hotel this was his response...
*Marriott customer care has requested I contact you. I can only imagine your frustration to arrive and find we were sold out of suites. We have very few suites and they are in very high demand, I apologize that we did not have any available to sell to you this week. We appreciate that you choose Marriott when you travel. There is a Springhill Suites by Marriott just up the street from us and a Residence Inn also. Both are on the Marriott reservation system and have mostly suites available. There is also a Renaissance by Marriott that I believe has many more suites than we do. We know you have a choice when travelling and I thank you for choosing Marriott.Thank you and kind regards,
My response was...
*My frustration was the fact that on my last stay when I returned to the hotel to find out that I had been stolen from by a staff member I was told that if I did not file a police report and not cancel my future reservations they would put me in a suite on the next visit. I arrived and the staff was rude and told me the suites were for the people paying for them and not for "upgrade". There was no apology about not following through with the promise to "take care of me".
I got frustrated and I did proceed to explain to persons near my why I was upset and that I had been stolen from. The manager assaulted me and threatened me.
I am not upset that the suites were sold out. I am upset that I was stolen from and the promises I received in exchange for not calling the police were not followed through with. I am upset that I was assaulted by your manager. I am upset that I had no room.
The managers response...
*This incident is closed for us. Please refer further inquiry regarding "drug theft" to the Tulsa Police Department. Thank you and kind regards,
Beware of Marriott and if they promise you anything get it in writing.
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