2/10 Terrible
Mitchell, Denver
Business traveller
30 Jan,2025
Liked: Cleanliness
Disliked: Staff & service
I'm a Platinum Marriott Bonvoy member, eligible for automatic upgrades.
At the JW Marriott Saigon, I was invited to check in at the executive lounge.
I'd paid my room charges in advance, & was still asked for an unreasonble amount of a deposit considering my Bonvoy status and my short stay.
As I was leaving to go to my room, I was called back and told that, because I'd made the reservation on Expedia, I "did not qualify" for the upgrade or access to the lounge.
Incredible! The rate was the same on Expedia as on the Marriott website. Even though I'm a Platinum member, I was 'disqualified' because I booked through Expedia.
When I asked for a manager, one came online & confirmed what the reception person had said, 'disqualified'.
I'd traveled over 30 hours from Indiana to Vietnam &, at 71 years of age, I was tired, frustrated, & embarrassed.
I asked for the key to my standard room and I left. Later that day I submitted a complaine to Marriott online, but received no reply.
I checked-out on 19 January, paid for laundry and room service I'd used which was not nearly close to the deposit taken on my VISA card. I was told the deposit would be credited back to my VISA card in 3 to 4 business days. Now 11 days since, and no credit to my card. 2 requests to fix this have led nowhere.
Marriott has now lost a longtime customer. I'll use ACCOR hotels from now on for my 10~12 business trips a year to Asia.
Mitchell
Stayed 5 nights in Jan 2025