This weeks Compensation Clinic comes from one of our readers who forwarded me a case and pictures from his stay st the Marriott Bethesda Suites which is located right next to the Marriott Headquarter in Maryland.
You can access Bethesda Marriott Suite’s website here.
Our reader Kevin emailed us that he is staying in the Washington, DC / Maryland area for two weeks and that he was currently at the Marriott Bethesda Suites (which by coincidence is right next to the right next to the Marriott Executive Offices) and where he encountered roaches in his room.
He asked what would be an appropriate compensation for this to which I replied that it depends on the severity of the case but in the very least one night worth of charges waived or the equivalent in points.
This hotel is a category 5 property which for tonight would cost 25,000 Marriott Rewards points or US$156 plus tax.
After an initial offer of 10,000 points which the guest declined the hotel offered the amount I suggested, 25,000 Marriott Rewards points.
The points posted shortly after check-out:
Kevin is also a SPG Lifetime Platinum and through that Platinum with Marriott Rewards as well. I think in such a case the front desk manager shouldn’t try to haggle and low ball the customer and just offer a suitable compensation right away. The guest is already upset and disgusted from the incident alone, don’t make it even worse.
Having cockroaches in any hotel room is disgusting enough but this really shouldn’t happen at an upscale branded property. Bethesda isn’t exactly in the tropics where you have roaches and other rodents all over the place so something must be up.
With the Marriott HQ in town I’d imagine there is quite a bit of corporate traffic going through the properties around the area which means that they should really be on their toes that everything is impeccable.