Jason Hanson

Review of Marriott Metro Center

I am a thirty-year customer walking away from Marr...

I am a thirty-year customer walking away from Marriott after this experience.
Sadly, I made reservations at this hotel to attend the inauguration. Three days prior, my wife is diagnosed with pneumonia and is ordered to bed rest for the week; our trip is obviously cancelled. The room rate is $899/night plus $260 in taxes, etc. $2,058.72 total. When I notified the hotel we had to cancel, the hotel management requested a doctor's note and we immediately provided a copy. Apparently pneumonia is not an adequate reason to cancel. No partial credit or refund was offered, nothing.
I have options when I travel, as well as the 274 other employees at my business. One option that is now off the table is any Marriott property. When you make poor decisions in business it costs you money, as I have learned here. I'm going to assume this poor decision will cost Marriott 100-200X my loss in the future.
Marriott's core value of "putting people first" is clearly not a function of their management. Profiteering is a more suitable description of my experience.
Marriott, you have my blessing to use this case for future management training; I do have a heart for your other customers and hope you make the right decision to "put people first" in the future.