Marriott Explorer Collection - Beijing City [Collette] Tour

[ACP]

We've just come back from a 7 night Beijing Tour using Marriott DP flights were extra, cost was 4,000 DP Points.

Be interested in hearing from anybody else who has done this trip. The tour itself was really good, but the hotel we stayed in was not a Marriott and really poor. It looks like Marriott simply pass this over the Collette Vacations who sell the tour direct both in the USA and GB.

If anyone knows who I should escalate my concerns to at Vacation Club (Rather than the usual Cust Serv.) that would be a great help :annoyed:

 

[bazzap]

Hello again
I am sorry to hear of the poor hotel standard on your tour and I wonder whether many other owners have similar experiences with these tours.
I guess I had wrongly assumed that although Marriott Explorer Collection Tours are arranged through Collette Vacations they would use Marriott hotels wherever available and only where not available use alternative hotels but of at least equivalent standard.
The response to your concerns will I am sure will be of real interest to other owners.
Perhaps the best target to raise the concerns are as quoted in a different thread

[Info deleted pending admin review; new contact info:
Customer Advocacy Department
Phone - 800 936 6824
Email - customer.advocacy@vacationclub.com]

 

[ACP]

Hello again
I am sorry to hear of the poor hotel standard on your tour and I wonder whether many other owners have similar experiences with these tours.
I guess I had wrongly assumed that although Marriott Explorer Collection Tours are arranged through Collette Vacations they would use Marriott hotels wherever available and only where not available use alternative hotels but of at least equivalent standard.
The response to your concerns will I am sure will be of real interest to other owners.
Perhaps the best target to raise the concerns are as quoted in a different thread

[Info deleted pending admin review; new contact info:
Customer Advocacy Department
Phone - 800 936 6824
Email - customer.advocacy@vacationclub.com]

Hi Barry Thanks for the details - will be contacting them shortly

 

[jeff76543]

Hi ACP,

Sorry to hear that the hotel where you stayed in Beijing was of poor quality. This is quite different from the experience that my wife and I had on a different Marriott Explorer Collection Tour in China a year and a half ago, also operated by Collette. This was the China and Tibet 18 day tour (not currently available), which included 5 nights in Beijing (if I remember correctly). The tour was excellent and the hotels were all first rate -- either Marriott (in Beijing), or equal to or better than Marriott quality (outside Beijing).

While in Beijing, we stayed at the Beijing Marriott City Wall Hotel. During the final days of our stay in Beijing another Collette Tour also stayed at this hotel. Based on your experience, it would seem that Collette has downgraded the hotels for their tours.

I think that it is a good idea that you pass on your concerns to the highest levels at MVCI. My personal experience with contacting [contact info deleted, pending Admin review]

Let us know what response you receive.

 

[FractionalTraveler]

We've just come back from a 7 night Beijing Tour using Marriott DP flights were extra, cost was 4,000 DP Points.

Be interested in hearing from anybody else who has done this trip. The tour itself was really good, but the hotel we stayed in was not a Marriott and really poor. It looks like Marriott simply pass this over the Collette Vacations who sell the tour direct both in the USA and GB.

If anyone knows who I should escalate my concerns to at Vacation Club (Rather than the usual Cust Serv.) that would be a great help :annoyed:

Before you go and do that, please read my post here:

http://tugbbs.com/forums/showthread.php?t=168906&highlight=hidden+dangers

And understand Marriott's position on this:

"Marriott Vacation Club International and their respective affiliates and subsidiaries, make no warranty, express or implied, as to the condition, capacity, performance or any other aspect of the activities, events, or service providers listed herein. No inquiry has been made into the activities or events, or the qualifications or the quality of services offered by the providers. Do not consider this an endorsement of or recommendation for any of the activities, events, or providers. Features, furnishings and amenities may be proposed and are subject to change."

Good luck....
FT

 

[bazzap]

Hmmm, very interesting.
Clearly Marriott have protected themselves from any legal responsibility or liability for these tours.
There is still the issue of their reputation by association though, which one would hope would be of some concern to them?
It does seem that use of DC Points for these tours is not best value for money usage.
If the standards are excellent and as expected from a Marriott level experience that may not be a major issue for some to enjoy the choice of new options.
However, if neither best value for money nor of the expected standard that would be much more of a problem.

 

[FractionalTraveler]

Hmmm, very interesting.
Clearly Marriott have protected themselves from any legal responsibility or liability for these tours.
There is still the issue of their reputation by association though, which one would hope would be of some concern to them?
It does seem that use of DC Points for these tours is not best value for money usage.
If the standards are excellent and as expected from a Marriott level experience that may not be a major issue for some to enjoy the choice of new options.
However, if neither best value for money nor of the expected standard that would be much more of a problem.

I recall many threads here on TUG regarding experiences with Collette Vacations.

The best advice is to perform due diligence research on any tour operator prior to investing significant amounts of money on your holiday.

Many folks assume that just because they are arranging their trip through Marriott that everything will be up to Marriott standards. That simply is not true!

These types of arrangements are simply no more than marketing agreements between sales channels and service providers to cast a net at the vacation dollars in the industry.

I thank the OP for posting though, as it is very helpful information for any others considering such travel plans!

 

[ACP]

A BIG THANKS to Fractional Traveler, I read your earlier link and all the posts - although they go back to April 2012 there are some great comments about the value of DP especially tours and cruises. Each of us as owners look at our slice of the cake in so many different ways. I certainly have bought maybe 1 or 2 weeks more than I need at the moment but that's my lookout, I'm not used to renting and so use my DP points, almost just to get them out of the way. Last year I spent 16,000 going to the US Golf Open in San Francisco and that excluded flights - was it good value? Well I love golf and I'm rarely ever going to get the chance to see it again - but value for money is a different matter, if a DP is worth about 0.50 dollars (And I have no idea how this figure is arrived at I've just seen it in various posts), then I spent $8,000. Could I get tickets for all four days for that - I would expect so but don't went to depress myself by finding out. As many have said, I begrudge spending more money when I own a number of weeks, my airfare comes via MRP and with Plat Member I max out in the concierge lounge. Having said all that what I am not happy about is spending points and not getting the usual high quality service we have come to expect. Will keep you all posted on the outcome but don't hold out to much hope of any recompense

 

[ACP]

E-Mail sent

I've worded my concerns to [Marriott] today and will keep you all posted when I receive a response - hopefully they will recognize that we have high expectations for our hard earned points

 

[pharmgirl]

Too bad they used other than Marriott hotel, we are going to Beijing and there are quite a few Marriott hotels in Beijing
Still deciding which one we will stay, using points so no cost!!

 

[ACP]

Too bad they used other than Marriott hotel, we are going to Beijing and there are quite a few Marriott hotels in Beijing
Still deciding which one we will stay, using points so no cost!!

I can recommend the City Wall at only a Cat 3 (Not sure if it is due to change under the latest MR review) it is excellent and not far from lots of attractions. We also stayed one night at Renaissance Chaoyang another great hotel but a little further out - there is so much to see and do it's an awesome place to stay

 

[dioxide45]

I recall many threads here on TUG regarding experiences with Collette Vacations.

The best advice is to perform due diligence research on any tour operator prior to investing significant amounts of money on your holiday.

Many folks assume that just because they are arranging their trip through Marriott that everything will be up to Marriott standards. That simply is not true!

These types of arrangements are simply no more than marketing agreements between sales channels and service providers to cast a net at the vacation dollars in the industry.

I thank the OP for posting though, as it is very helpful information for any others considering such travel plans!

While the arrangement may only be a marketing agreement. I see no issue in letting MVCI know about ones displeasure for a trip booked through them using DC points. If people don't voice their displeasure, MVCI will think things are great with Collette. If they get a lot of warranted complaints, perhaps they will use a different provider or at least provide other options.

 

[ACP]

Pleased to say had an almost immediate response regarding my concerns about the "Beijing Tour" from [edited] and then a further e-mail from a senior member of his team.

They appear very concerned and we are scheduled to speak next week - will post the outcome once agreed.

Thanks for all the comments

 

[SueDonJ]

Pleased to say had an almost immediate response regarding my concerns about the "Beijing Tour" from [edited] and then a further e-mail from a senior member of his team.

They appear very concerned and we are scheduled to speak next week - will post the outcome once agreed.

Thanks for all the comments

Excellent, that's a very encouraging response so far. Thank you for keeping TUG advised.

While it may be true that there are disclaimers related to any Explorer Club offerings, I agree with all the others who think that Marriott has a vested interest in ensuring that DC Members are at least satisfied with the experiences. I don't think it's unreasonable at all to expect them to be receptive to Members' concerns.

 

[ccpinternational]

If any tugger want to have a free day trip in Beijing, contact me. I am in Beijing

 

[ACP]

Phone Call From MVC

Just to advise, I had a call today from a Senior Manager at Marriott based in Florida following up on my e-mail mentioned above.
I am pleased to advise that they were very understanding and had established that the hotel we were placed at was not the first choice. Marriott were trying to find out from Collette Vacation why this was.
Apparently the tour is usually based at a Marriott and herein lies the route of the problem.
How Marriott have dealt with me since I raised my concerns has been exactly what I would expect form such an organisation - however just a word of caution if anybody is booking through the Explorer Collection - it may not always at a hotel with the same standard as we expect from Marriott

 

[MarriottVIP??]

Bejing City Stay - Collette

We've just come back from a 7 night Beijing Tour using Marriott DP flights were extra, cost was 4,000 DP Points.

Be interested in hearing from anybody else who has done this trip. The tour itself was really good, but the hotel we stayed in was not a Marriott and really poor. It looks like Marriott simply pass this over the Collette Vacations who sell the tour direct both in the USA and GB.

If anyone knows who I should escalate my concerns to at Vacation Club (Rather than the usual Cust Serv.) that would be a great help :annoyed:

My wife and I just returned from taking part in the Marriott/Collete Beijing tour.
We met some great people, had a great tour guide and bus driver, and stayed in the poorest excuse for a Marriott comparable hotel ( as presented by Collette )

We have been offered to be compensated $800 for staying in a room with dirty carpets, moldy bathroom shower stall, towels that were tattered and had holes in them malfunctioning a/c, non English speaking staff, having to dine in venues arranged by our tour guide who served us in bowls and dishes that were chipped etc.

We also paid 4000 points, and believe, in our case (we are considered VIP members of the Marriott program due to the number of timeshares and points we purchased ) that we were not accommodated in a VIP fashion.

I have communicated with or sent emails to the following persons, and am in the process of writing a letter to Mr. Bill Marriott.

[Info deleted pending admin review; new contact info:
Customer Advocacy Department
Phone - 800 936 6824
Email - customer.advocacy@vacationclub.com][/QUOTE]

 

[jeff76543]

I suggest that you also send e-mails to:

[Info deleted pending admin review; new contact info:
Customer Advocacy Department
Phone - 800 936 6824
Email - customer.advocacy@vacationclub.com]

 

[dioxide45]

We have been offered to be compensated $800 for staying in a room with dirty carpets, moldy bathroom shower stall, towels that were tattered and had holes in them malfunctioning a/c, non English speaking staff, having to dine in venues arranged by our tour guide who served us in bowls and dishes that were chipped etc.

I would think $800 compensation would be a pretty good deal. That is equal to ~1,500 DC points. So your package worked out to only costing about 2,500 points. By contract, they really don't owe anything since the deal is through Collete. Though I think $800 as a goodwill gesture is pretty good. It seems that MVCI recognizes there is a problem if they are willing to refund cash on this.

 

[MarriottVIP??]

Trust and Responsibilty -

I would think $800 compensation would be a pretty good deal. That is equal to ~1,500 DC points. So your package worked out to only costing about 2,500 points. By contract, they really don't owe anything since the deal is through Collete. Though I think $800 as a goodwill gesture is pretty good. It seems that MVCI recognizes there is a problem if they are willing to refund cash on this.

It is a matter of opinion whether the compensation is or is not adequate.
If you read bazzap posting of April 19, 2013, " There is still the issue of their reputation by association though......."
I didn't purchase these programs to get an inferior product, then get compensation after the fact. I purchased them to provide my family a quality situation. I bought these on the representation that I would be staying at a Marriott level of quality, and never expected to be switched into an inferior one baited by flowery words or professional pictures displaying happy and content looking people in and around Marriott properties. Marriott should have a responsibility to investigate and follow up on complaints on their employees as well as their vendors or sub contractors. I was told by a customer service manager that they failed in this respect.
The compensation is important, but the trust and comfort that I bought into was more important.
I also used Marriott points to purchase the tour, and I must assume they have as much responsibility as does Collette as to the quality of their product or service.

 

[ACP]

My wife and I just returned from taking part in the Marriott/Collete Beijing tour.
We met some great people, had a great tour guide and bus driver, and stayed in the poorest excuse for a Marriott comparable hotel ( as presented by Collette )

We have been offered to be compensated $800 for staying in a room with dirty carpets, moldy bathroom shower stall, towels that were tattered and had holes in them malfunctioning a/c, non English speaking staff, having to dine in venues arranged by our tour guide who served us in bowls and dishes that were chipped etc.

We also paid 4000 points, and believe, in our case (we are considered VIP members of the Marriott program due to the number of timeshares and points we purchased ) that we were not accommodated in a VIP fashion.

I have communicated with or sent emails to the following persons, and am in the process of writing a letter to Mr. Bill Marriott.

[Admin review.]

As you used my original quote were you on the same tour as me? As you will see I escalated as well I dealt with [edited] mentioned above. I am still dealing with them. I totally agree with everything you say, which leads me to think you were on the same tour. Are you able to Private message me with your name?

 

[Jan Handlers]

See Marriott Vacation Club Site

When you look at the Explorer trips on the MVC website, an itinerary is provided. For each day, there is an accomodations button which will tell you which hotel is being used for that night. I have never seen a Marriott property used, but there is enough information to decide if you like that hotel or not. I usually double check the hotel at its website and TripAdvisor. As to whether the trips are worth the point valuu, that is a decision each individual needs to make.

I posted this on the other Collette thread but thought it might be of interest to those on this thread.

 

[ACP]

We've just come back from a 7 night Beijing Tour using Marriott DP flights were extra, cost was 4,000 DP Points.

Be interested in hearing from anybody else who has done this trip. The tour itself was really good, but the hotel we stayed in was not a Marriott and really poor. It looks like Marriott simply pass this over the Collette Vacations who sell the tour direct both in the USA and GB.

If anyone knows who I should escalate my concerns to at Vacation Club (Rather than the usual Cust Serv.) that would be a great help :annoyed:

GREAT EXPERIENCE - I received a call today out of the blue today from a Director of Colette based in the USA who spent 30 minutes asking me about my experience. Very apologetic and understanding. He took all my comments on board and agreed to compensate my wife and I. We all make mistakes it's how they are dealt with and corrected that makes the difference - I must say that both Marriott and Colette have dealt with the whole episode exactly as we have wanted and faith is restored.

 

[SueDonJ]

GREAT EXPERIENCE - I received a call today out of the blue today from a Director of Colette based in the USA who spent 30 minutes asking me about my experience. Very apologetic and understanding. He took all my comments on board and agreed to compensate my wife and I. We all make mistakes it's how they are dealt with and corrected that makes the difference - I must say that both Marriott and Colette have dealt with the whole episode exactly as we have wanted and faith is restored.

Very good to hear; thanks again for reporting your experience to TUG.

 

[bazzap]

That is really encouraging news.
Better obviously if no problems, but good if any dealt with to your satisfaction.