Contact Info for Bonvoy higher-ups

[sea&ski]

My daughter was accused of smoking in a Marriott hotel. After checking out, as I understand it, they sent her photos of cigarette burned holes in sheets and a beer can with cigarettes in it. Needless to say, she did no such thing. She contacted the GM and asked for a call back, with no results as yet. I am assuming this is the GM of that particular location. She asked for photographic proof that the offending materials were from the room number she stayed in and of course none was offered. She found at least one past review that mentioned the same occurrence in which the GM posted that there is nothing he could do about the charges. Who would be a good person within the Bonvoy hierarchy to contact? She is Silver Elite.

[She believes this happened because she did not leave a tip for the cleaning people. She did not have tidy service during her stay, her choice.]

 

[WBP]

If it were me, I’d immediately dispute the lodging charge, and any associated charges by the hotel, with the credit card that was used for payment. If the surcharges/penalty have not yet been charged to that credit card, I’d cancel the credit card, immediately.

I’d call the hotel from my cellphone, ask to speak with the GM, and then take a screen shot of the calls, on my cellphone, and save the screen shots.

I’d call the hotel and get the name of the Management Company (for the hotel), and the name of the owners of the hotel. I’d send a Certified Letter to the GM of the hotel, with a copy to the Principal of the Management Company, and the hotel owners.

If your daughter believes that a charge by the hotel is “fraudulent,” I’d report the “fraud” to the police department in the city/town where the hotel is located.

Finally, if your daughter has the tenacity, she could share the information of her case, with:

Christopher Elliott

Home

Elliott Report (Elliott.org) is a consumer news site dedicated to resolving problems between businesses and their customers.

www.elliott.org

and

Michelle Couch-Friedman

Consumer Rescue - Fiascos and Fixes!

Consumer Rescue protects, educates and defends consumers. Our advocacy team mediates problems between consumers and companies (free of charge).

consumerrescue.org

Chris and Michelle get these cases all of the time, at increasing number, involving hotels and car rental companies.