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Marriott Ambassador member finds unauthorized person in room; questions hotel's response

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Marriott Ambassador member finds unauthorized person in room; questions hotel's response
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Gary Leff Chief Financial Officer | View from the Wing

A Marriott Ambassador member, who spends over 100 nights and $23,000 annually with the hotel chain, reported an unsettling incident upon returning to their room. The guest found a housekeeping cart in front of their door and the housekeeper inside the bathroom. When asked to wait outside until she was done, the guest insisted on entering to store food in the refrigerator.

The guest recounted, "I bypassed her to see some random man charging his phone on my charger." The incident was promptly reported to the front desk, leading to a meeting with the hotel's manager. As compensation, they offered 30,000 Marriott points and an upgrade for the following day.

Reflecting on past experiences, the guest mentioned a previous stay at a Ritz-Carlton where they encountered an unmade bed and a used condom. They clarified that while this situation did not appear as severe, it still involved unauthorized access to their room by someone who did not work for the hotel.

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"The maid just gave someone who doesn’t work for the hotel access to guest rooms," said the guest. They criticized this decision as foolish and compared it to another incident involving a housekeeper stealing jewelry from a guest room and discussing it over recorded prison calls.

The core services expected from a hotel include cleanliness, shower facilities, and security. In this case, according to the guest, Marriott failed in providing security. "One of their employees was giving access to the room to a third party! That person was using the guest’s personal belongings!" they stated.

The guest argued that such breaches should not be charged against them since basic expectations were unmet. They suggested that instead of waiving room night charges or offering 30,000 points—which they deemed insufficient—the hotel should compensate with enough points for free nights covering their entire stay duration.

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