MARRIOTT

Should Marriott apologize for this purse-snatching incident?

All Jim Gissy ever wanted from Marriott was an apology.

An apology for allowing thieves into the hotel his wife and daughter were staying in, he says. And an apology for the way the hotel staff treated them after their purse was stolen.

Gissy wants it to mean something, too — not one of those “I’m sorry for the way you felt” mea culpas.
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Beware of travel industry doublespeak

It’s for your own good.

Travelers are hearing these words more often than ever, and they are being applied to increasingly unwelcome scenarios. The latest example: being unable to access WiFi in your hotel without incurring an added charge. In August, the American Hotel & Lodging Association and Marriott filed a petition with the Federal Communications Commission asking the government for permission to block wireless devices in hotels.
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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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