What does Marriott owe me for a reflagging nightmare?

Olly/Shutterstock
Olly/Shutterstock
When Donna Larkin booked a room at the Hotel Ashbourne Marriott near Dublin last year, she had no way of knowing it was about to change owners. Or that some of the information on the hotel’s former website was less than accurate.

But that’s exactly what happened when she and her family arrived in Ireland for a two-week visit. The hotel was no longer a Marriott and it wasn’t as close to Dublin as promised. And that’s not all.

“Upon arrival at the hotel, we were informed that the hotel was not 10 minutes from Dublin but 40 minutes from Dublin,” she says. “It was not near any public transportation and it did not have rooms that would accommodate our party as requested on our reservation. Of course, we were told that no room was guaranteed, even though we booked well over two months in advance so that our party could be accommodated in a comfortable manner.”
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These Surfbouncers really know how to sweet-talk a girl

screenOne of the first questions I ask when someone needs help is: Could I see the correspondence between you and the company? When Steven Price showed me his back-and-forth between with a company called Surfbouncer, I was speechless.

And then I asked the company for its side of the story.

Normally, here’s what happens when you have trouble with a business: You send it an email with your problem, and it replies with a pre-fabricated form response that vaguely addresses the issue and offers non-apologies like, “We’re sorry for the way you feel.”

Surbouncer, which offers VPN services for international travelers who need to stay connected, is not one of those companies.
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