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.
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.
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.
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.