How Do I File a Complaint About the Property to Starwood?
Staying at a new hotel is often an exhilarating experience if you love to travel. Imagine stepping into the lobby, being greeted like family, and finding your room in perfect order. Don't fret if this doesn't happen. Give the hotel a chance to correct errors before you make a formal complaint. Please note that if you do make a written complaint by email, it may take five days before you receive a reply.
Starwood was originally founded in 1969 and operated 11 brands with over 1,000 different properties while active. W Hotels, Element, Westin, and Tribute Portfolio are just a few of Starwood's brands. The brands were acquired by Marriott International in 2016, thus ensuring these properties remain in operation. You can still book your stay at any of these properties and expect outstanding service. If you have the opposite experience, you do have options such as voicing a formal complaint to Marriott. This guide will show you how to begin.
Tips For Effective Complaints
Complaining doesn't always work for resolving a problem, but there are ways to make it easier on yourself and the people helping you. Choose which strategy is right for you.
- Discuss how the situation makes you feel. Talking about your feelings ensures that the employee or manager develops empathy for your situation.
- Adding a few positives to your concern shows the associates that you notice when something's right. You also have the extra benefit of describing more of what you want to say.
- Try talking through your frustrations, what frustrated you, how you tried to prevent it, and how you felt helps the other individual better relate to your situation.
Speak With Guest Services or An Associate
The hospitality industry takes qualities such as cleanliness, kindness, and guest service seriously; yet it's still possible to find something wrong with a guest room upon arrival. Reach out to guest services by phone or in person to let them know about your issue. This gives them a chance to correct it before the end of your stay. Please call Marriott customer service here in case you need an inside perspective on your issue and no one is available in person yet.
Request Escalation to a Manager
Another choice is to escalate the issue to a supervisor or manager. There are times when entry-level associates know how to resolve the issue, but they lack the authority to make overtures such as refunds or room changes. Ask the manager for confirmation by email or in writing if necessary.
Email Marriott
If you're the type of person who'd rather submit your concern in writing, you can do that too. Using the Contact Us form on the website is easy and you can sign into your account to pre-populate some information or you can send the message as a guest instead. Either way, you should receive a response within five calendar days.
First, select if your message is a concern or compliment from the drop down menu for the Question/Issue topic. Next, complete the hotel name with your check-in and out dates of your stay. Lastly, fill out the remaining fields and submit the form for review.
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