When we checked in they didn’t tell us us that the A/C wasn’t working in our wing of the hotel. We didn’t realize it was out until later, when the engineer told us it had been out for several days. They finally changed us to another pair of rooms (we originally had a 2 bedroom suite). The man at the front desk told me his manager authorized a significant reduction in the rate. When we went to check out, they tried to charge the full rack rate for the 2 new rooms. When I complained to the manager that morning she told me that there had been no notes about the new rate, and it took her about 3 hours, having to call multiple people to clear the problem. It is beyond comprehension that a major corporation like Marriott can’t have systems in place to train employees to adequately manage their luxury hotels.
翻譯