My complaint:
We made a reservation online on 2252023 for 44-82023 using Marriott points just as we had done at this same hotel in 42022 and in Utah Oregon in 52022 and in Fort Wayne, Indiana in 72022. Each time we used my Marriott points and my wife was able to checkin without issue. Last night when she was checking in at 11pM she was refused even though the points were deducted on 2252023. She had her ID and Marriott credit card with her. Evidently a code is needed if I was not along, although a Sr. Elite Services Manager told me today that they simply could have gotten my approval on the phone. The desk manager Stephanie Swain was unprofessional, rude, and talked over my wife constantly. I know because I listened on a 3 way call. Today, after I talked to an Associate Marco Cortes after midnight last night and an Associate Crystal and Sr. Elite Services Manager Georgina today, I got a call from the Goshen Fairfield Manager Jennifer Brown who said she found her employees actions appropriate. As someone who has used Marriott for over thirty years, while working reaching Platinum Elite as I flew over 100 flights a year, I find the answers from the Goshen Fairfield totally INAPPROPRIATE!!!!! My wife said we will not use Marriott again and thru Facebook, Next door, Snapchat, Twitter, TikTok, and Truth Social will let the world know how Marriott treats good customers.
Suggested solution:
As with 4 other times in 2022, let her checkin. If really necessary, they had my phone number and could have called or gotten my approval as I was on the 3 way call. I am home with our 13 year old Lab who is very I’ll and my wife is in Indiana for her mother’s 93rd birthday because no other family is there to be with her on her birthday
