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Two Hotel Experiences

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Discovering that our passports were due to expire we used some Amex points and made a quick trip to Florida. We made reservations at two resorts through Amex, one was a Starwood, and the other was a Marriott. In both cases because Amex made the reservations, neither hotel knew anything about us - Amex didn't ask for and didn't use any of our frequent user numbers etc. In both cases we paid for an upgraded room. The room at the Starwood hotel was supposed to be in a "quiet annex" but instead was just along a long corridor. Even though the hotel was less than 30% full, we discovered that we were given a room on the one floor that had yet to be refurbished. When we grouched about this on the last night of our stay to the bar tender he arranged to have us moved to a nicer room on a floor with freshly painted rooms etc. In contrast, when we arrived at the Marriott resort they upgraded us to a suite because there were not completely full. Two approaches to customer service - I can tell you which one worked to earn my loyalty.

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