Marriott's Manor Club At Ford's Colony

“Customer Care Does Exist”

I wanted to share a pleasant customer service experience I had while staying at Marriott Manor at Ford's Colony in Williamsburg, VA last week. I made my reservation online for the stay, and through the process of attempting to change the room accommodations from a king bed room to two queens, I i… lisää

I wanted to share a pleasant customer service experience I had while staying at Marriott Manor at Ford's Colony in Williamsburg, VA last week. I made my reservation online for the stay, and through the process of attempting to change the room accommodations from a king bed room to two queens, I inadvertently changed the number of nights I needed for lodging. Upon arriving there along with my sister and speaking with Eric at Registration about my reservation for the two nights, and checking on having an adjoining room on the 2nd night night to our family members who were scheduled to arrive the next day, we learned that not only was our reservation only for one night, but there were no rooms available on the 2nd night. Needless to say, it was quite upsetting to know that my family would be arriving the next day and me and my sister would not have a place to stay. Eric continued to work through the reservations until he was able to find a room for us for the 2nd night that our family would be joining us, but told us it wouldn't be in an adjoining room and we would have to change buildings. So, we left at least grateful that we a place to stay on the same property with our family. The next day, when we checked out of the room and went to the registration center to find out where our room would be located for the 2nd night's stay, we learned from Eric that he had continued to work out details on our behalf and not only had he managed to keep us in our original room, but was able to get my family assigned to a room in our building which was a couple of doors away from ours. I think this kind of persistence and customer concern is very rare in today's society and it should be recognized when its performed, because it shows his level of commitment to making sure his customers concerns are taken into account. It was clearly not Marriott's fault that the reservation was incorrect, but he did what he could do to make sure that our needs were met and for that reason his actions were commendable and should be recognized.

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