In a cloud of confusion, Westin security informed my wife that the reservations had not been properly linked together and the room was shown to be empty, despite the fact that we had keys and confirmations. The question is why did this have to be dealt with in the middle of the night, when had already taken such precautions? It goes back to the cliche of what happens when you give a man a badge and a gun?
On the eve of my second night of surgery, my wife is bullied into opening her door, proving who she was, and why in that room. The answers were all clearly in the paperwork at the front desk. By the time things were sorted out, she wouldn’t get any sleep and the only consolation she received was from the valet when she went to get her car for the drive to the hospital. This is one of the first things I remember from waking up and it made me helpless and furious. You would have thought by that time there would be apologies and flowers. Nothing.
My wife drove home on Wednesday to retrieve some clothes and try to get some sleep while I was recovering. As a Marriott Rewards loyalist and Club Owner, I was never notified of this horror. Mother Marriott had let us down, while I had pneumonia and in a helpless state to get this resolved. I thought for sure there would be an e-mail or phone call from management with an explanation that I could deal with when I got out of the hospital. Instead, there was a standard follow-up survey that I filled out in a drowsy state that went on to evaluate our dining experience. I gave the restaurant a bad review and the Food and Beverage Director was all over it, incensed by the 1 rating.
How awful for Denise! Hopefully Marriott will remedy this mistake and give you enough points for a week stay somewhere nice.
It’s good to see you are back at your blog Mike….
Keep up the good work!