Cindy Duwe

Review of Courtyard Marriott Downtown at...

This is my first, and hopefully last time, ever po...

This is my first, and hopefully last time, ever posting on poor review on all travel websites. I have been platinum within Marriott for over 5 years and a Marriott rewards member for over 15 years. I was on my Marriott account on 4/2/2016 planning travel for the upcoming week. I accidentally booked two rooms for April 2nd in Columbia, SC instead of my intended date of April 6th. I immediately called the platinum number to correct my mistake. The gentlemen was very helpful and changed my date to the 6th but the Springhill Suites rate was too high for that night, $260, so I booked two rooms at the Towne Hill Suites off of Harbison instead. That Tuesday morning, April 5th, I received an email stating I was being charged for two rooms on the 2nd for a "no show". I was not worried because Marriott has always stood behind any mistakes they have made thus far in my history of working with them. I called the Platinum number and they said this would have to go through the hotel, not them, per the hotels requirements. They took notation down and emailed them immediately. I received a reply from Wes Phibbs who said they would not give me a refund due to their cancellation policy. I emailed back asking for him to reconsider this decision since I cancelled within 5 minutes of booking my stay, he would not.
I will never stay at this hotel in the future and this obviously does not bother them since repeat business is not important to them. This is not a matter of them not being able to fill a room, since I cancelled so quickly, but rather a frugal hotel that would rather "double dip" since semantics can back their shrewd business policies. Still shocked they would not acknowledge their mistake and make it right for the customer. They obviously feel they have a great location, true, and do not need to have excellent customer service.