Final update 4-30-1 Earlier last week
I received the updated folio from the Towneplace Suites by Marriott, Sterling
Virginia with my credit posted to my credit card. The
girl from the TownePlace Suites by Marriott also included a nice hand written card apologizing for the trouble.
While I consider the case closed and am satisfied with the outcome I won't
stay at this hotel unless I know the problem was fixed. I don't want to
go through this again by being charged for free local calls.
Update 4-19-01. I called my credit card and the hotel
processed the credit for the local call charges. I am satisfied with the
outcome. My tips are as follows: If possible dial a local call as 7 digits
despite what the front desk says (4-30-1 Virginia is on a 10 digit dialing
rule.) After making the first call to a number check with the front desk
to see if you have been billed.
When I checked in at the Towneplace Suites, Sterling, Virginia on 4-14-01 I was told local calls were
free. When I asked what is the local calling area I was told, "All of area
code 703." Now I know enough about the 703 area code to know that it can't
all be a local call, but another traveler may not. I was further told to
dial the complete 10 digit number. I placed about four, long duration
calls to the Herndon area, a local call according to the phone company,
and was billed about $35.00! When I checked out at the front desk the clerk
politely advised me to contact the manager the next day to resolve the
problem. He also assisted me with making copies of documentation I obtained
myself. After two (2) calls on Monday I was told that the charges would
be taken off of my bill and a copy of the new folio sent to me. I was told
that there was a known problem with the phone system! Both calls ended
with the person saying they would call me back. I never received such calls!
My questions to the TownePlace Suites - Sterling
1) Why advise the guest that all of 703 is a local call?
2) Why not have a list of local exchanges? (The
Homestead Village Dulles/Chantilly provides such a list.)
3) Why not fix a known problem?
4) Why not correct my bill on the spot? (Look at the
phone number on my bill, determine it is a local call, remove the charges).
I know this is a small facility, but to require me to make toll calls to
resolve the problem adds insult to injury. I can't imagine other Marriott
hotels not being able to resolve simple billing problems on the spot. They
have an empowered shift manager on location. |