S Ree - Lake Norman, L.L.C.

Bugs in hotel room, poor customer service by hotel rep
Hello,
I stayed at the Courtyard Lake Norman on January 23-25. I stay in a Marriot hotel roughly 2-4 days a week as I travel this often for business. On my second night, I found a beetle in the bathroom. The insect was large and I called the hotel operator to request another room. I was told to "relax", and this was "no big deal" as these bugs were native to North Carolina. The hotel rep was so rude and did not understand my request and had a very poor attitide on the phone. I asked her why she was being so rude to me, she did not answer. I was moved to another room, and this room had lipstick all over the glasses as they were not washed. As this was my last night, and I had already decided that I would never return to this hotel, I did not ask for another room. I asked the hotel rep what she could do to compensate me for this inconvenience and extremely poor customer service and she offered me 2500 points. Considering there were bugs in my room, I received attitude and poor service from the hotel rep, and the new room I moved to was also dirty, I do not feel that this is enough to compensate me.

Two weeks prior to this visit, I stayed in a Courtyard Marriot in Blue Ash, OH. It was extremely cold outside and the pipes froze one night, resulting in limited hot water the next morning. As I was checking out and the hotel rep there asked me about my stay, I mentioned this to her, not expecting or wanting any compensation. She apologized, and the hotel manager came over as I was eating breakfast and offered me 15,000 points for the inconvenience. He understood the inconvenience and the importance of keeping me as a customer as I stay in a hotel every week. This is the way to do business, and an example of exemplary customer service.

I am requesting the same amount of points (15,000) be added to my marriot rewards for the bugs, poor service, and dirty room in Huntersville. I look forward to hearing from you.