This week’s Compensation Clinic-case comes from a less than stellar stay at Mexico City Marriott Reforma-hotel.
Here’s what happened:
I had been up since 5 AM on Saturday, getting some work done first and then working out in the fitness center.
As many readers may already know, I usually pass the breakfast, but as I had been already up for few hours thought that I could have something to drink and perhaps eat too.
I got to the lounge at 8:50 AM only to find out that the breakfast service closes on the weekends at 9 AM. Most of the tables were not cleaned, there was not a single clean cup, and most of the food items hadn’t been replenished. I left and went to Starbucks.
I noted the breakfast issue at the checkout and agreed about a 10,000 points compensation that correctly posted to my account.
Here’s what I don’t understand:
1. Their evening service was fine. I don’t get it why the morning one was such a disaster.
2. Why close the lounge breakfast at 10 AM during the weekends? Feels like they do the absolute minimum required by the Marriott.
3. If the lounge is too busy, why don’t they use their restaurant as an overflow?
There was something else going here too that I wrote about previously:
I have been to Mexico City quite a few times, but hadn’t previously stayed at this hotel and don’t think that I will return either considering all the other options such as the Sheraton Maria Isabel almost opposite of the Marriott (superior hotel).
My advice is to agree about the compensation on the spot and ask for a business card from the person you are dealing with in a case that follow up is required.