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Bonvoyed Complaints Logged: 1

Complaints for: Hartford/Windsor Marriott Airport


    Oct 31, 2019

    I was invited by my friend, Teresa, to attend a weekend function at the Hartford/Windsor Marriott Airport in Connecticut from 10/25/19 through 10/27/19. There were 3 of us staying in the room and splitting the costs. The reservation was in Theresa's name. Each of the other parties (2 of us) paid Theresa in advance for our share of the room.

    When we arrived at this particular Marriott location, Theresa’s credit card was charged at that time for the hotel stay. She was unaware of the “hold” for $100.00 for an “incidental charge” so she did not have it available at that time. I offered to place the “hold” for the “incidental charge” on my personal credit card as I knew it would be taken off hold when we checked out on Sunday 10/27/19.

    While we were waiting for “Cathy” to process this transaction, I checked my account to verify that she had placed a “hold for incidentals” for $100.00 on my checking account, which she did. What she ALSO did, was to charge my account for the total stay of the weekend, which she had already done on Theresa’s account, as the reservation was in her name, NOT MINE. The 2 separate charges, (1) for the $100.00 incidental, and (1) for the complete weekend charges was deducted from account, leaving my account in the NEGATIVE. I asked her to remove the hold from my account for the MISTAKE that she had made, charging me for the complete weekend stay and she refused to do so and indicated they cannot do that and only accounting can do that and they are there on Monday. This meaning, that I would have to go the complete weekend with no money at all for food, gas to return to New York, etc. as well as no money for the week until my funds are rightfully returned to me.

    I also spoke with a “supervisor” named “Veronica or Victoria” (I was too upset to remember which), and she stated she would contact Aidan Ingram the front desk manager and/or Michael Trosin, the general manager. While we waited there for a half hour at least, with a line backed all the way out the door, “Veronica or Victoria” stated that she called them at least 6-7 times with no answer and that she would call me when she got a hold of them. I asked her when did she think she was going to reach someone. She said she did not know. I asked her if she was going to be able to reach someone today (meaning Friday) and she said, I will keep trying. I asked her the same question again, and again she did not answer me and said she would keep trying. I asked her what was I going to do for food and gas for the weekend, since they mistakenly deducted money from my account and she said she did not know. Neither her or the lady named “Cathy” apologized for the mistake that was made and nothing was done to compensate for it either. At that point, she said she would call me or Theresa when she got a hold of the front desk manager or the general manager, neither of whom were in the hotel. As it was early afternoon, I told her I would be back down here at the front desk at dinnertime if I did not hear from her by then, as I needed to eat dinner and I am diabetic as well.

    I came down to the front desk at 6:30 p.m. and was told (without a phone call to either my cell or Theresa’s) that “Veronica or Victoria” had spoken with the general manager and there was nothing that they could do. I asked if they could give me the money they took out of my account in “cash form” so I could have money to eat with for the weekend and money for gas to get home and she said “no” all we can do is give you a breakfast voucher for Saturday morning and Sunday morning, that’s all I was authorized to do. I told her and asked her, how was I going to each and function for the next 2.5 days without any money in my account, considering they took all of it out and now my account is in the negative. She said I don’t know. There’s nothing I can do. No offer of anything.

    Needless to say, you can only imagine how I felt as a Marriott Rewards Member, being told that they can do nothing about a MISTAKE THAT THEY HAD MADE LEAVING ME WITH NO MONEY FOR GOD ONLY KNOWS HOW LONG. I came from 2 states over to attend a weekend event, which I have done (3) times over the past few years and now had NO MONEY TO EVEN EAT. Not one of these front desk people apologized for the wrongdoing.

    I decided on Saturday morning when the general manager got there, that I would try to speak with him and see if there was anything he could do to help the situation. I went downstairs at 10am and located Michael Trosin. I spoke with him briefly and these were his words when I asked him what would he do if he was in this situation, (after he told me there was nothing he could to assist me; could not give me any vouchers for the restaurant that was there in the hotel or anything at all other than the 2 breakfast vouchers) “Well, I would have paid cash and not used my credit card. I know how the industr

    Marriott Status: Silver
    Lifetime Status: No Lifetime Status
    Hotel: Hartford/Windsor Marriott Airport
    Location: Windsor, CT, USA