Post # 1
So, I’m getting back into the wedding planning and I recently called the two hotels I wanted to get blocks of rooms at. The Hampton Inn sales coordinator called me right back (like within the day) and got me all set up. She was very helpful.
I called the Marriott (this is LAST Monday) and someone who wasn’t the sales coordinator answered. She took down my info, and told me that the sales coordinator was out until Thursday and would call me back Thursday afternoon. Thursday came and went. I waited until Monday before I called back. This time she was out at meetings but I left a message directly on her voice mail. Now it’s Friday and I STILL have not heard back from the Marriott. Try one more time or move on and try to find a different hotel? The hotel offers a shuttle to/from my venue and lots of people have rewards etc. with them so I really want to use them. But NOT if this is how their customer service will be. Sigh. Why don’t people do their jobs?!
Post # 3
@kswiftbride: From my experience, the Marriott will not block off rooms for you outside of sixth months to your wedding, unless you are having the event at the Marriott. Maybe that’s why they haven’t gotten back to you.
Post # 4
I had terrible luck with the Marriott responding to me, as well. Honestly, if they couldn’t be bothered to answer me, I don’t want to give them the thousands of dollars (75% of my guests are OOT) that my wedding block would bring in. We looked elsewhere and found some great deals!
Post # 5
That could be true, but they should at least let the OP know of that, instead of just ignoring her. OP, since you seem to really want to use the Marriot, I’d try one last time, but after that, I’d move on. They clearly don’t want your business.
Post # 6
Wow, that is really surprising for Marriott! I’d call and speak to the general manager – I’d be super nice about it, but maybe the Sales Manager has more going on (ill child, death in the family) and they have only kept up with her most time-sensitive work? Just trying to think of why that would be happening. I guess this could be a terrible franchisee too, but my experience with Marriott (we work with them extensively across many locations as both a client and a vendor in my professional life) is very positive.
The shuttle is so attractive. Do any other hotels do it that are of equivalent niceness to a Marriott? If yes, I would move on. If not, I would try to get someone else at the hotel to step in and help.
I also wonder if they are maybe already blocked out that weekend and that is why they aren’t calling? Totally unacceptable but just thinking here. I was shocked when I called in April that a hotel I was considering having the wedding at had only 14 open rooms and none on Friday. The ballrooms were totally open but had already had blocks come in and hold the majority of their rooms. And there was nothing major going on in town that weekend either, had no problem at other hotels.
Post # 7
I would do whatever is most convenient for your guests. If they really want to collect or use Marriott points, they’ll book there anyway.
Call back and if you get the sales coordinator’s voicemail again, call the switchboard and ask to be transferred to someone who can help you. Keep going up the chain of command until you can get someone on the phone.
Post # 8
I had trouble getting someone to call me back at first too. I eventually emailed the person through their website and she responded that way. They’ve been great ever since.
Post # 9
I had the same problem with Holiday Inn, which was closest to our venue. I ended up filing a complaint with their customer service department and decided to go with Mariott since they were very close to the airport and have a complimentary shuttle (95% of my guests are OOT) I just hope they keep in contact with me, so far they’ve been pretty good about returning my calls. Not sure if they all do this, but if 30 of our rooms get booked (which will definitely happen) Fiance and I get a free suite for the weekend.
Post # 10
My fiance called 5 hotels of varying brands, left messages for the sales managers, and no one ever called back. I contacted the local Hyatt Place on a Friday afternoon and was told the sales manager would contact me Monday. She called be back within minutes, and I had the block set up by Friday evening.
Post # 11
I used a hotel that was super easy to get in touch with and that was a joy to work with. It gave me peace of mind. I did have guests that wanted to stay at a marriott because of rewards so they booked themselves at a marriott down the street. I say continue with a hotel(s) that makes your life easier. If your guests want to do something else that’s ok.
Post # 12
Thanks all. I guess I will try one more time then go elsewhere if I still don’t get a response. The Hampton Inn also offers a shuttle but they are the two hotels that are most convenient to the venue and pretty much everyone we’re inviting are drinkers so I want to ensure that everyone has the ability to get back safe.
Just to clarify – the woman I talked to DID say there was availability and nothing about a 6 month time frame.
Post # 13
Well, just called again a 3rd and final time. She was not in (you’d think, calling 3 different times, on different days, all during regular business hours, this chick would be doing her job). Left a voicemail and made it clear that I wanted to give them business but if I didn’t get a call back by Monday that I’d go elsewhere.
Post # 14
We blocked off rooms at a Marriott about 10 months before our wedding. They were willing to block them a little over a year before the wedding when I started researching hotel blocks. I would see if you can talk to someone else to set up the block.
Post # 15
Sorry to hear you’re having such troubles. I’d give them til Monday, then check elsewhere. We used only Marriott for our room blocks and have had an awesome experience with the sales rep in this specific hotel. So maybe the person you’re dealing with just isn’t on her game. We blocked them about 10 months out as well.
Post # 16
We booked out block at the Marriott 12 months prior to the wedding. It took a few days to get the process going, but once I was able to get in touch with the sales coordinator, she was extremely helpful and got back to me quickly. They also provide a complimentary shuttle, which was very important to me.