I am a Marriott Rewards member - Gold Elite. I was traveling on business - Boston (Residence Inn Fenway - great place) and then travel to Newark (Courtyard downtown Newark on Broad St). Usually the Newark location is a good one and have enjoyed staying there.
However, in this situation, I am so very disappointed and dismayed at the General Manager's decision - Craig Kappel - to charge me a night's stay when I called 24 hours (insteady of 48 hours) to let them know that I had bronchitis and could not travel to Newark. So the Courtyard Marriott - and specifically - Craig Kappel - made the decision to charge me anyway. I am sick - going home in the morning due to catching bronchitis from my mother at Thanksgiving.
Seems to me - when I NEVER do this - check the records Marriott - that they would provide me some grace given that I am sick. I want to stay at the Courtyard Marriott in Newark going forward, as I visit Newark frequently. However, I will now give business to Hampton Inn instead of Marriott and will also encourage my colleagues to do the same.
This is NOT the way you treat a frequent visitor.