Collin Watson

Review of Portland Marriott Downtown Wat...

I normally try to stay in Marriott's whenever I tr...

I normally try to stay in Marriott's whenever I travel for work and usually really enjoy my stay. This particular time, I tried to change my arrival date online to be one day later and for some reason, be it my error or a technical issue, the change never appreared in their system. When I did show up, my reservation bad been cancelled and I was charged a cancellation fee. I asked to still be booked in for my stay and was accommodated. The cancellation fee would seem reasonable to me if I had simply not showed up, but I figured when I explained the situation, all would be clarified and the fee would be waived. It was not - I was told I needed to call Marriott as there was nothing the hotel could do and that the cancellatoon policy was strict. When I called Marriott, I was referr d back to the manager of this location as there was nothing the call center could do. When I spoke to the manager, I was told I'd have to talk to accounting because there was nothing she could do (she did offer me lounge access which I let them know held no value for me). I thanked her and am now waiting to hear from accounting. It seems illogical to me that Marriott would throw thousands (if not tens of thousands) of dollars a year in future revenues to recoup a cancellation fee for a guest that didn't actually cancel. The Marriott mission is to enhance the lives of their customers, but this experience has been quite the opposite and is making me consider switching to Hilton for any future travel.