Compensation Clinic: Marriott Santiago De Chile “Do Not Disturb” (Take Two!)

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This week’s Compensation Clinic comes from my stay at the Santiago Marriott in Chile and is identical to the incident that happened precisely 12 months prior (read more here) at the very same hotel.

Compensation Clinic Marriott Santiago de Chile

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You can access Santigo Marriott’s website here.

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Here’s what happened:

Checked in late in the evening. Made sure with the front desk that they noted the 4PM check out in the system and gave me a key that would work until that time.

Housekeeping was knocking at the door at 9AM when I was doing some work. Told that I don’t need any service and put the Do Not Disturb-sign hanging outside of the door.

Then someone else was knocking at the door at 1PM. Turned out that it was the housekeeping supervisor. Tried to engage her in a conversation but she only spoke Spanish.

Spoke with the Manager on Duty that promised to check the situation and get back to me. Met her at the time of checking out and she offered 10,000 points. Got it raised to 15,000 due to same incident year prior. Déjà vécu!

Compensation Clinic Marriott Santiago de Chile Deposit

Waited six weeks for the points to post (hotels can deposit these online instantaneously). Dropped her an email and the points were in my account within a day.

Conclusion

Not sure why some hotels cannot get this right. Shouldn’t housekeeping supervisor check who are elite members and their check out times?

Surely they should have had a note on my account about the incident back in 2016 and not to repeat it on my future stays?

If there is DND hanging outside of the door, the supervisor should contact the front desk to find out whether the guest has extended the stay or perhaps already left and just forgot the sign (I always throw them in when leaving).

The correct procedure is the front desk to call the guest to find out if they need their room to be serviced or to find out what time they are leaving in case of past the check out time. For longer stays, the housekeeping should just slip a note under the door that they didn’t service the room and the guest should contact guest services in case they need their room to be serviced.

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  • Robert Kennedy

    This is a pet peeve of mine. I also do not like being phoned when the DnD is on the door as sometimes this is because you have gotten in very late and want to sleep late. I was woken at 9am at the Crowne Plaza Amsterdam airport by housekeeping loudly knocking despite the fact I had a DnD on. I told reception on checkout and they could not have cared less.

    • Chris P. Bacon

      I was planning a stay at the AMS CP… I will book elsewhere. Thanks for the info.

      • Sean Bailey

        You are dramatic

        • ECriss

          Dramatic for sure! He does have a legitimate complaint. What’s the point of getting a late checkout ( for further work or sleep) and putting DnD if their system FAILS? It is lack of attention, programming, coming from mangement & head of housekeeping. You might be lucky and it hasn’t happened to you. I travel 6 months of the year and it often happens. I don’t always report it but also don’t accept the lack of checking before potentially disturbing a paying guest.

          • Pete Brothers

            It happens and will always happen no matter what as you mention. Even worse is when you get keys to an occupied room and both parties understandably flips out. It happened to us at a Marriott, I did not demand anything as I expected that compensation would be automatic. It wasn’t. It did tick me off to open the door and see someone sleeping in their underwear. They dropped the ball.

    • Pete Brothers

      How to prevent a staff member from knocking on the door? It depends on the property/mgr and brand, when I worked for Hilton we could knock if the mgr on duty asked us. It would have to be for a valid reason such as; room occupied past checkout time, a “welfare check,” if there is a lot of shouting, fighting or excessive noise. Only under the mgr’s orders or life threatening emergency. I know it stinks and doesn’t help.

      In your case and in similar stay situations, no way in hell would we knock on your door. The employee would likely be disciplined and the guest compensated in some way. Loyalty status means a LOT. I live in Florida, status means everything with all big hotel chains since there is a business relationship and past, present and future business.

      Now if it was someone on an Expedia or 3rd party booking, you’d get an apology nothing more.

      • Gaijinsan

        I have found Hilton to be extremely good about this. Actually sometimes too good, lol. I tend to forget the sign was out on the door when I have ordered room service or requested maintenance. They always call the front desk who rings my phone to open the door as the employee is not allowed to knock on the door.

  • Jamo

    Some of them never get this right. They knock when the sign is on, and then in the same hotel, you order room service, and they won’t knock because the sign is on, and they call to ask you to remove it so they can knock and deliver food. Really bizarre. No common sense at all.

    The time when this is of the highest inconvenience is when you need to sleep after an overnight flight. I’m normally out for the count very quickly and the door gets knocked an hour later for something. Get woken up followed by zombie delirium as I can’t get back to sleep again.

    • If have DND on and order something, I tell that I have it on and the staff can knock regardless when they bring the food.

  • Jeff R

    I must have a shirt that says “Ignore my DND” on it. I always get the door knocking – usually they knock so hard that I check for damage… phone calls from the front desk defeat the purpose as it wakes me/us up. Recently, I’ve started packing some extra post-it-notes in my laptop case and I’ll write “2 PM LATE CHECK OUT. NO HOUSEKEEPING, THANKS” on one and stick it on the door. I’ve had close to 100% success with this new effort.

  • Bill___A

    Some hotels, the staff are so noisy in the hallway – talking loudly to one another from distant parts of the hallway at the top of their lungs, it is as if they think all the guests leave at 7 am and there is no one there but them. Other hotels, they do it right. You’d think being in the hotel business, they’d know….

  • Richard

    The non posting points would be the bigger issue in my opinion. Obviously the hotel management had no intention of posting the points.

    • I actually chatted with the manager for good 20 minutes about hotels and where she had worked previous. Got a reply that it had been an authorization issue (someone else had to approve it) and was fixed after I dropped her an email.

  • NYC10036

    A few weeks ago, I had an experience w/ a maid that helped me understand why some maids seem so eager to disregard the DND sign (although it was a different scenario than the one described in this article). As I was exiting my room w/ the DND sign out at a Hilton property in Puerto Rico, a maid was walking by and asked if she could clean the room. Pointing to the DND sign, I politely declined. Then, she asked me if she could use the phone in my room for a few seconds–so I let her. She was calling her boss to “register” that she had cleaned my room!

    Naturally, I asked her what that was about. Apparently, maids get paid per room cleaned at this Hilton–and they are to call the boss each time a room gets cleaned. So, besides the poor communication/coordination etc. noted in this article, maids may have reasons to knock anyway…and I do wonder if some maids might make a habit of entering the rooms w/ the DND sign out, if nobody answers, to make that call to her boss…