Nice place, new and comfortable.
Visiting for an anniversary weekend.
Great breakfast.
One message to Townplace: almost the first thing out of the desk clerks mouth was there will be an incidental $20 charge (just in case you damage something). I asked if the charge could be waved. He said no, he does it for all customers.
Here’s my translation: We, the Marriott hotel, just don’t trust you.
Here’s my tips:
1. Stop doing this annoying practice.
2. If a paying customer asks for a such a fee to be waived, it means you should do it, because they would not have asked if it wasn’t important.
The manager wrote back:
Dear Breck,
Thank you for taking the time to complete our survey. We truly value your feedback and are glad to hear that you had an overall positive stay with us.
I wanted to address your concern regarding the incidental authorization. As part of Marriott’s policy, we are required to authorize the guest’s card for the room, tax, and incidentals. I apologize if there was any miscommunication about this process. Please rest assured that incidental authorizations are not actual charges but temporary holds that are fully refundable, provided there are no purchases from the market or damages to the room. Typically, these authorizations cover any market purchases, as property damage is quite rare.
We appreciate your feedback and will use it as a valuable opportunity to improve our communication and customer service.
Thank you again for your time, and we look