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Varsity [240]
TigerPulse: 89%
Posts: 121
Joined: 9/1/10
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Renaissance hotel dont stay here
Sep 2, 2012, 5:50 PM
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For those of you that travel to Clemson away games I wouldn't make reservations for hotels with Marriott specificly their renaissance branch. We made and paid for our hotel rooms three months ago for the auburn game and called yesterday to verify that we had two double beds as we had 11 people for three rooms. They verified that we had three room with double beds then when we went to check it they gave us one king sized bed and told us that we could have blankets and pillows to sleep on the floor. I am not against camping me and the family go often but I don't have to spend 200 a night per room to do so. Needless to say we refused to take the rooms and they would not refund our money. An hour after we cancled the rooms we called back and they told us that they had two rooms available so they made double their money. To me these are horrible business practices so if you really want to ensure that you get good service I highly recommend that you go some where other than a Marriott hotel. Go tigers
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CU Medallion [51535]
TigerPulse: 100%
Posts: 43079
Joined: 8/10/04
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Sounds like a nice place.***
Sep 2, 2012, 5:52 PM
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Letterman [268]
TigerPulse: 100%
Posts: 162
Joined: 5/1/00
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Re: Renaissance hotel dont stay here
Sep 2, 2012, 6:09 PM
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I work in the hotel industry. You need to contact their Guest Relations Department and file a formal complaint. Be firm but kind when you speak to the representative. If a hotel guarantees a room type at time of booking, they are responsible to provide that upon arrival.
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Varsity [240]
TigerPulse: 89%
Posts: 121
Joined: 9/1/10
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Re: Renaissance hotel dont stay here
Sep 2, 2012, 6:20 PM
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We have filed a formal complaint with corporate and they told us that, they would forward to the hotel and they had 3 to 5 days to respond. It disappoints me that we called yesterday morning to verify the rooms. Thanks for the suggestion from some one in the hotel business but I think people on tiger net should informed since the team and a lot of iptay members staied at the renaissance waverly which was across town from the one that we reserved
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Athletic Dir [864]
TigerPulse: 93%
Posts: 3124
Joined: 12/8/11
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Bummer***
Sep 2, 2012, 6:14 PM
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Orange Blooded [4988]
TigerPulse: 100%
Posts: 7962
Joined: 2/27/02
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Just curious what did they say when you got there?
Sep 2, 2012, 6:19 PM
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Did they say they couldn't honor it b/c it wasn't guaranteed? Obviously they told you on the phone they had 2 bed rooms available, but on your reservation print out was it guaranteed? Either way, the way they handled it seems unacceptable.
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Varsity [240]
TigerPulse: 89%
Posts: 121
Joined: 9/1/10
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Re: Just curious what did they say when you got there?
Sep 2, 2012, 6:27 PM
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Yes it was gauranteed on our paid reservation! And verified yesterday morning when we got to Atlanta but we couldn't check in at 10 in the morning. After the game we went to check in and they told us that we had three room with king beds for 11 people and that we could sleep on the floor with pillows and blankets. That is completely unexceptable for a 200 a night hotel and the. Refusing to refund out money and offering g to rent the rooms back to us after we told them we didn't want the room
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Orange Blooded [4988]
TigerPulse: 100%
Posts: 7962
Joined: 2/27/02
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Are you a Marriott rewards member?
Sep 2, 2012, 6:36 PM
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If the reservation was guaranteed 2 doubles you definitely have a beef. Just realize having a room guarantee and a bed type guarantee are 2 different things. If your reservation says 1 king or 2 doubles that lessens your leverage. If it says on the reservation yes guaranteed 2 double beds then they definitely owe you something. If you are at least a Silver member for Marriott they should owe you monetary compensations according to their member benefits. If the bed type isn't guaranteed you could still get something b/c of what you were told, but with a non guaranteed bed type that is subject to change at any time even if you were told earlier.
Another thing to do is to call the GM Monday, maybe Tuesday b/c of the holiday, and tell him you got an email to fill out a guest satisfaction survey and wanted to know if he would rectify what happened before you fill it out. Yes it's a bluff, but Marriott hotels take those surveys very seriously.
Also, when you say you filed a formal complaint through corporate, who did you go to? If it isn't Marriott Customer Care, make sure you contact them.
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All-TigerNet [10213]
TigerPulse: 74%
Posts: 18312
Joined: 2/20/09
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I would put that on www.feedbackcomment.com
Sep 2, 2012, 6:27 PM
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sorry that happened to ya'll
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Letterman [268]
TigerPulse: 100%
Posts: 162
Joined: 5/1/00
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Re: Renaissance hotel dont stay here
Sep 2, 2012, 8:02 PM
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also be sure to tag them on trip advisor - the more negative tags a hotel receives the lower the placement on most website searches.
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