My Frustrating Experience at Albuquerque Marriott North Pyramid

Hey folks, I just had to share my recent experience staying at the Albuquerque Marriott Pyramid North. Buckle up, because it’s a bumpy ride.

So, picture this: I’m in town for a conference, excited to soak up some knowledge. I hop in an Uber from the airport to the hotel, and everything seems peachy keen. Fast forward to checking out, and that’s where things start to unravel.

I asked for a copy of my receipt via email, pretty standard stuff, right? Well, guess what? It never showed up in my inbox. Cue the frustration. Fast forward again to March 19th, and I’m playing detective on the Marriott website, requesting that receipt one more time. 

What do I get? An automated response, complete with a case number. Great, at least they know I exist, right? But then, on March 21st, I finally hear back… sort of. A polite email from Rachid at Marriott Bonvoy® Customer Care, expressing hope that I enjoyed my stay. Um, Rachid, I would’ve enjoyed it a whole lot more if I could actually see what I paid for! 

So, I shoot back a reply on March 23rd, politely asking for that elusive bill. And… crickets. No response, no bill. Nada. To complicate matters, a mysterious charge of $10.76 appeared on my credit card statement from Marriott, with no explanation provided. I was left in the dark, wondering what it could be for.

At this point, I’m dialing the hotel’s number like it’s going out of style. Eight times, folks. Eight. Each time, I’m promised they’ll fix it, but here we are on April 25th, and I’m still $10.76 poorer with no receipt in sight.

Oh, and get this: that charge? Apparently for parking. Newsflash, Marriott: I didn’t park a car. I took an Uber. Yet there it is, mocking me on my credit card statement.

It’s beyond frustrating. If they can’t get it together for a measly $10.76, who knows what other shenanigans they’re pulling on unsuspecting guests?

Needless to say, I won’t be singing the praises of Albuquerque Marriott Pyramid North anytime soon. Save yourself the headache and find somewhere else to stay, folks. Trust me on this one.

Strategies that Turn it Around:

1. Follow Through with Promises: Ensure that all promises made to guests, whether regarding receipt requests or issue resolutions, are followed through promptly and effectively to build trust and confidence in the hotel’s service.
2. Empower Frontline Staff: Equip frontline staff with the authority and resources to address guest concerns on the spot, minimizing the need for multiple follow-ups and providing immediate solutions to issues as they arise.
3. Enhance Communication Channels: Implement streamlined communication channels between guests and hotel staff, such as a dedicated online portal or mobile app, to facilitate transparent and efficient interaction, ensuring that guest inquiries and requests are promptly addressed and resolved.

How does your organization put people before profits by delivering exceptional customer service?