the property itself isnt bad. The staff seem good and for the most part, all is fair. I stay here about 9 nights a year so not a heavy player at this property but am an SPG platinum so i have my fair share of stays in a year.
When my girlfriend went there for a one night work trip, she woke up with her head bloody and after cleaning the mess, found out that the zipper from the pillow had made a small cut over her left eye. she took pictures of everything, reported it to the lobby who sent up a loss prevention specialist, he took the bloody towel (she used to wipe her face with), took the pillow case and pillow.
seemed to start off good with the claims department somewhere in irvine. we can call her M. M was pleasant and since my girlfriend doesnt speak English well, I helped out but due to privacy laws.. you get the picture. so. she's been sending me her correspondence and I been doing some translations. After a few "call me anytime" " we need 30 days to investigate" kind of emails, we called twice from Japan and left msgs. NOTHING. Sent 3 emails. NOTHING. well after the 30 days she asked for. Finally called in a Manager, explained the situation and the emails are now condescending, and during a phone call, M actually said, "lets forget about the past (when we asked her to explain her sudden lack of cooperation) since we are trying to finish this up for you.". Excuse me? Forget about why you dont return calls, return emails?
FAST FORWARD> got an email from M saying they wont be held liable but offered a $500 token of good will for my GF's trouble. Uhm.. OK. OTC medicine was about 60 bucks. taxi from marriott to CVS and back at night was 22 bucks. Saw one general family doctor and her out of pocket was 180 not including her time and taxi to get there. Saw a plastic surgeon to ask if the scar was permanent and that was about 290.
getting a cut above your eye in a place like the marriott cause of a zipper is not the way anyone would want to spend the night. it can happen at any hotel. But the lack of communication, failure to accept responsibility (maybe they should be inserting the zipper side in when putting on cases?) and then offering something so ridiculous. NOT GOOD. Own Up Marriott. its ok to make mistakes. we are all human. Just make the kind of mistakes and learn from it. Dont pass the buck and say it aint your fault. trust me, no woman wants to arbitrarily create a cut above thier own eye esp if having a bandage on your face is no allowed in her line of work.