Compensation Clinic: Marriott Santiago De Chile “Do Not Disturb”

24 Comments

The Whine Wednesdays piece that I had back in June (read more here) that dealt with Do Not Disturb signs that some hotels have difficult honoring has now turned to a Compensation Clinic piece.

Compensation Clinic Marriott Santiago de Chile

Remember that you can always email me, send me a Facebook message or Tweet me about the issues you have with hotels, airlines and other travel providers. We’ll feature one new Compensation Clinic case each week.

You can access Marriott Santiago de Chile’s website here.

Here’s what happened:

I couldn’t sleep well on Monday night at all and by noon on Tuesday I was so tired that I knew not being able to get through the day without having a nap.

Put the DND sign hanging outside the suite door and went to sleep. Woke up an hour later hearing someone knocking at the door. Got up and turned out that it was the housekeeping supervisor checking if the suite had been cleaned or whether I had left already.

When I asked if she understood what the Do Not Disturb sign means, she just replied that she cannot speak English (in Spanish).

Picked up the phone and called the Manager on Duty that gave the usual lip service about the incident and promised to get back to me before I check out at 4PM. This follow up never happened.

Marriott Customer Service:

I sent a message about the property using the online form. Basically the text above plus the following line:

I request enough points for a free night (30,000) at the same category property for the housekeeping supervisor to fail observe the DND sign and the MOD failing to get back to me as promised.

Response from the hotel:

Our colleagues from Customer Care informed us that you contacted them regarding your last stay with us.

Please accept our apologies for the inconveniences you experienced. Here at the Santiago Marriott we do our very best to ensure that all our guests have a great experience while in our care, however it seems that on this occasion we missed to do so. We value your loyalty to Marriott and will add 30.000 Marriott Rewards points to your account, it should take 48 hrs for the points to appear on your account.

We hope to have another opportunity to be of service to you in the future.

Compensation Clinic Marriott Santiago de Chile Posting

I had to get back to the property one more time by email because three weeks passed and the points were not deposited to my account.

Conclusion

I actually like this hotel a lot. They were very good with Platinum member upgrades (always a suite) over my three separate stays last month. It is basically attached to a mall but bit far away from the area where I like to go out on Santiago (Barrio Bellavista).

The club lounge is very good outside of the evening happy hour when it is too crowded. Only wine and beer (not other alco).

Turned out that I was becoming sick that week. I just hate when someone is knocking at the door when the DND is handing especially when I am sleeping. This case was worse because the offending person was the supervisor and the MOD failed to follow up as promised. I am happy with the 30,000 points compensation, however.

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  • Anonymous Writer

    While I like the substance of your blog, I continue to be shocked by how rude and belittling you are when you feel your standards are not being met and how you often express disdain and even taunt people in service industries who cannot understand things/words such as a DND sign (in this case) or who do not know what a pitcher of tea is when requested. I too have tried to sleep and have been interrupted in exactly these circumstances and even got a free night. Thankfully it was not necessary to make fun of someone’s language skills or lack thereof to get that free night. As a non-native English speaker, I am sure it cannot be pleasant when people note the abundant grammatical errors in your blog entries. They could simply alert you of the error so you could edit rather than taunt you especially when you are providing a helpful service. It is perhaps more shocking because you would think empathy would give you enough pause to keep you from saying many of the things that you so proudly recount, but I guess kindness and languages are not universally taught and karma will alway ensure that you reap what you sow.

    • Richard

      Totally agree! This blog is famous for demanding exorbitant amounts of points for very small offenses! It only works in countries outside of the US as he strong arms them into
      getting what he wants. In the US they would track his petty complaints and deny them or tell him to move on. I agree with your remarks about karma. What goes around comes around!

      • cscasi

        Marriott can track all these complaints from all of its hotels all over the world and I know it does. So, what you said here about it only works outside the US, does not hold much water.

        • Richard

          You must be John’s relative. Anytime anybody critizes him , you scream and defend him! And how do you know Marriott tracks all complaints?
          John is just a petty chiseler! He will never stop looking for a cheap shot!

          • cscasi

            That’s your opinion and you are definitely free to say what you want; just as I am. How would you know if I am a relative of John’s or not. Just because I disagree with you and some others that continually rant and rave against everything he says and does?
            Don’t you all have more things to do in your lives? If you don’t like what he does, then why not stop coming to his blog? No one forces you to read it, do they? Or, are you just looking for excuses to whine? Does it make you feel better?
            And, if you had been a loyal member of Marriott for the number of years I have been and had you spent time with members of management in various parts of the world, you too, could probably learn a bit more about Marriott, what it does and does not do and how it operates. It’s obvious you have not.
            And, just to placate you, I am not a relative of John’s.

          • Richard

            I must have touched a nerve! Very defensive about being John’s relative! It’s OK, you can’t pick your relatives. I don’t find fault with many things he says and does, which is why I read his blog, however his passion for getting “compensation ” for every little real or imagined indignity is very petty!
            I seldome comment, but this time I couldn’t resist. I can see I’m not alone.

          • cscasi

            Well, some people are different. Guess that is a part of what makes our world the way it is. John chooses to do what he does when things are not right at the places he stays and he decides to apply for compensation for the issues. Petty? Perhaps. However, it many times gets things corrected at the hotels which can make it better for others who stay with them.
            I will talk to management when I have issues and I will also write a letter of constructive criticism about my stay at some hotels, when I feel it is warranted. I say that because I do not choose to try and get compensation for bringing out issues. I do it in hopes they will correct the issues; like mold in bathrooms, ragged linen or bedcovers, poor service in their restaurants, not providing what they are supposed to provide, etc.
            And, no, you did not hit nerve. I can understand your comment. But, when I do not agree with many of the comments (or at least the way they are posed), I will say so. It’s my right to comment, too. I have noticed that many of the comments tend to be negative; sometimes rightfully so and others not. That’s part of what a blog is about; freedom of discussion. And, I try not to let it get my goat when someone comments on my comment. But, when something is said that is not true about me, I will let it be known.
            Anyway, we can agree that I disagree with some of the comments I have seen here, just as you do. But, I will not try to make it personal when I comment; like accusing me of being a relative or of screaming and defending him. That’s considered by many as a personal attack. I really can’t see where I have screamed. I guess you can think when I disagree with comments made by others, I am defending, but I am disagreeing.

    • cscasi

      Could you please rewrite this in common English? 🙂

      • Anonymous Writer

        I’m sorry. I’m sure I’m missing an attempted joke here. Care to illuminate?

        • cscasi

          No,. Just carry on. It’s humorous to read some of your chastising comments.

  • Paul

    I stayed at this property in June 2015 and had a wonderful experience. Upgraded and recognized as a Marriott Platinum.
    Demanding 30,000 points (a free night) because the staff tried to determine if you check out of your room. This is over the top and sets a bad example for the rest of us.. Its not appropriate to take your displaced anger on hotel staff who are doing their jobs.
    I am shocked Marriott agreed to provide you the points. I would think Marriott Corporate keeps track of members who constantly complain about everything and respond appropriately.

    • cscasi

      Perish the thought that the staff cannot look at the computer and see if the guest has checked out or not. A quick radio or phone call to the front desk by the housekeeper could have determined this right away without having to knock on the door and find out the guest was still there and sleeping.

  • Curt Foster

    What goes around comes around. You may earn 30000 points now but when you get mugged on the streets and get taken for 3x that amount in money , you’ll know why. Karma has a funny way of working. Enjoy the points son, but when you lose more than that , this will be priced in. You’ve got plenty of years to live, whoever the higher power is will get you back.

  • Harry

    It seems that many of the readers of this blog simply do not understand that a so called high end hotel chain has to train its staff to have high end standards. That means not banging on the door when there is a DND sign hung. At least in this case, Marriott management understand that the hospitality business is competitive and if you want to ensure customer loyalty, you have to ensure high standards or else pay for it. I had a similar DND issue with Hilton, where I am a Diamond, a few months ago and they very quickly compensated me with points equal to a night’s stay. This has nothing to do with karma, constantly complaining or taunting hotel staff; it simply has to do with proving a quality product or paying if you are not up to it. It should not be that difficult for Marriott or any other chain to explain to its staff what a DND sign means.

    • Sandesh

      +100
      I don’t understand why people are piling up on the author. Over the years I’ve had my issues with hotel staff disrespecting a DND sign even at the high-end properties (St. Regis). It always bothered me that such a basic procedural request as DND can’t be followed. The issue is obviously with the hotel management and their training procedures. If I were the GM of this Marriot and I would not tolerate this blatant disregard of the hotel policies by this housekeeping supervisor. Same goes for not following a triple door knock policy.

      • Anonymous Writer

        You can demand to be treated appropriately without being a jerk. He has shown time and time again that he is often incapable of handing issues graciously and seems quite proud of his rude and demeaning interactions with staff. As I said in my post, I have gotten compensation for the same issue under the same circumstances, but to essentially ask her to read a sign and slam her for speaking the language of her country goes beyond the pale. All he had to do was someone who did speak English about the issue and explain that this was a major inconvenience and that whether she could read the sign or not, you should know what a hanging placard on the door means. Demand service, yes. Be a twit, no. If you’ve read his posts enough, you will see this is a pattern and understand why many are reacting the way they are even if you exclude the posts about his points seeking.

      • Anonymous Writer

        You can demand to be treated appropriately without being a jerk. He has shown time and time again that he is often incapable of handing issues graciously and seems quite proud of his rude and demeaning interactions with staff. As I said in my post, I have gotten compensation for the same issue under the same circumstances, but to essentially ask her to read a sign and slam her for speaking the language of her country goes beyond the pale. All he had to do was someone who did speak English about the issue and explain that this was a major inconvenience and that whether she could read the sign or not, you should know what a hanging placard on the door means. Demand service, yes. Be a twit, no. If you’ve read his posts enough, you will see this is a pattern and understand why many are reacting the way they are even if you exclude the posts about his points seeking.

        By the way, a houskeeping supervisor is usually not a guest facing role and these individuals (versus a housekeeping director) usually act at the behest of a higher up and are promoted to a supervisory role because they are efficient and can communicate with the non-supervisory housekeepers effectively versus guest. Let me real, if you are a polyglot, you are unlikely to be in such a low paying position even if it is a respectable career.

    • Anonymous Writer

      It actually is about taunting staff. The service issue is important but so is the way he addresses the staff when discussing a service issue. You can address an issue and not belittle and berate people. Also, this is hardly a high end hotel at $230 a night. It’s a category 6 hotel and there are 9 categories at Marriott, which makes this a second tier hotel.

      This is certainly not among Marriott’s polished hotels and Marriott is certainly not known for their treatment of elites versus Starwood, for example, so there goes your argument about high standards. Don’t get me wrong, it is a training opportunity, but he got his points and the concerns are about how he got to that point.

      I happen to be Diamond or Platinum at all chains and travel more than John, per his other posts. This has allowed me to have realistic expectations of staff over time. The interruption is really awful and disturbing. Hell, it’s maddening when you consider that a hotel is meant to allow you to sleep and if you are jet lagged and haven’t slept you can certainly be upset. Especially if you have to chase the points. With that said, at this level of hotel (especially at Marriott), communication is not always the best, plain and simple, no matter what the brand. We must also allow for this to be something as simple as the late departure guests not being flagged. It happens. Once again, getting the points is not so much the issue as this was a problematic service lapse. The issue is packaging and jerkiness. It appears to be his modus oporandi, even when answering questions that he prompts us to do.

      • Harry

        It is always easy to turn the tables and blame the wronged party. Marriott obviously thought there was something wrong so they compensated John who did not belittle or berate. He lost sleep and he was the paying customer without whom the staff would be jobless. Marriott realized that.

    • cscasi

      Great comment. Couldn’t agree with you more.

  • stacey

    good for you. at the best of times it’s irritating when staff ignore the DND sign, but this time you weren’t feeling well. i’m surprised they agreed to such a generous compensation, though. i’ll keep it in mind the next time it happens

    • Anonymous Writer

      Follow his lead and get your compensation, if warranted, but for heaven’s sake, please be gracious.

      • cscasi

        If you are talking about John, how do you know he was not gracious?

  • J

    A blog based on the premise of abusing the help. You must be a real treat to travel with.

    • cscasi

      How did he abuse the help? He just asked the housekeeper if she knew what the Do Not Disturb sign hanging on the door knob means. How does calling management and complaining about this incident abuse the management? Get real!