I wrote a blog recently titled When Travel Goes From Bad to Worse. The really bad part of the trip was when the Spring Hill Suites, a Marriott property at the Atlanta airport, didn’t honor my room reservation. That being said, everyone makes a mistake. How you handle that mistake, to me, is the most important part.
I sent a note to Marriott using their website, regarding my June 13th experience, which started with, “You did something this week that completely violated my trust in Marriott.” I went on to point out that despite having a confirmation number, I was not only turned away from their hotel, was sent to a competing property, had to wait in line for over an hour and a half, and this all began after midnight.
