The Newport Beach Marriott Bayview in California shut off the toilets in its rooms this week and was sending guests to an outhouse in the parking lot, with water supply to the hotel turned off for repairs.
They provided a letter to guests. Showers weren’t working. A reader shares with me that they did not contact guests in advance of their arrival, and when they pushed they were offered 10,000 Marriott points as compensation (worth ~ $60).
This raises a real question about what guests are do in situations like this. It seems to me that the fundamental proposition offered by a hotel is (1) a clean place to sleep, and (2) the opportunity to shower (and use the toilet). Here, the hotel offered the first but not the second. They failed to deliver the most basic product offered – yet insisted on keeping the full reservation price.
I’m not sure if this is better or worse, though, than when the Renaissance Newark kept the water running despite a Legionella outbreak, just telling customers not to shower (and refusing refunds for customers who ddin’t want to stay there)?
I don’t see how a hotel charges a guest while failing to deliver access to a shower.. or a toilet.. at a full service brand even. A working bathroom is certainly a brand standard element for Marriott, and even if the chain isn’t going to enforce that it’s what the customer believes they’re buying when they make the booking.
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