The Art of Complaining, Hyatt vs. Marriott, Creepy Hotel Software & JW Marriott Las Vegas Review
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- เผยแพร่เมื่อ 10 ก.พ. 2025
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Episode Description
On this episode of MTM Travel Shawn and Mark discuss their recent weekend trips including more Hilton payment headaches for Mark and a last minute cert redemption at the JW Marriott Las Vegas for Shawn. How do these hotels measure up and is the JW Marriott in Vegas worth staying at even though it isn't on the Strip?
We also dive more into the decline in front desk customer service and the art of complaining. Specifically when is it not worth pursuing a complaint and how can you maximize the system within the rules. We also discuss British Airways pulling a promo without any communication and the software hotels use to track you.
Episode Guide
0:00 Welcome to MTM Travel
0:21 Burning a last minute Marriott cert
1:35 JW Marriott Las Vegas review - One of the best Vegas resorts?
6:47 The death of front desk hospitality
8:40 The downside of Marriott vs. Hyatt and vice-versa
14:19 Mark’s Hilton payment follies continue
21:39 The art of complaining, pushing limits & enjoying your life
27:52 British Airways pulls a popular promo without communication
32:05 Taking advantage of the rules they set & hotel software quirks
About MTM Travel
MTM Travel is your weekly look into the fun side of #miles #points and #travel! We cover the important deals, news and analysis on 20 Minute Travel and dive a bit deeper on this show with fun conversations about the lifestyle that we all love so much. From #bucketlist trip ideas to our real life miles & points redemptions, we have you covered. Shawn & Mark have been covering the miles & points/ #travelhacking space for over a decade and believe in sharing the fun along with everything else you need to know to travel more and spend less.
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Oh my goodness, I cannot deal with difficult people at hotels. It immediately puts me in a foul mood!!
Shawn I know you asked if someone could get your Hyatt information from the front desk regarding your notes within the system. . I was not able to get that. But I was able to get your motel 6 customer comments. This does not cover all the comments, but only highlights them. 1) very unreasonable, expects clean sheets and bedding at check-in. 2) always asks the square footage of the room he is staying in. 3) tries to use Marriott certificates that have expired for his stay. 4) overall very friendly, but I do not think he understands the motel 6 loyalty program or the brand.
I hope this helps all the best.
James Jones
One of the reasons I loved coming to Las Vegas 30 years ago was how great the customer service was. I figured there was so much competition and a lack of customer service would be a real detriment to individual casinos so they had to provide great service. However, that logic doesn't seem to carry over to current times. . .
"Book it then" is crazy but also kind of funny 😆
I got so infuriated by the front desk, I bought a camper. Big hotel chains should allow us to do everything online or through the app. Front desk people are useless. But online check-in is not helping. Would be great if I could see an interior map of the rooms of the hotel and just pick one through the app and get a mobile key and not have to stop at the front desk. The worst was when I was just testing out the Venetian and Palazzo front desk and there was a man guiding people in the main check-in line and there was a long wait at the elite "invited guest" line and no wait at the line for those without status. I told him to do something and he actually just left to go on break. Even the $20 sandwich doesn't work in Vegas. Actually gets worse maybe.
Lesson learned. 550 sq ft = good sized room.
I guess I have been incredibly lucky. Every time I stay at a Marriott, even a couple Ritz, always had a suite upgrade and great experience (Plat)
Hilton is super stingy with suites, even abroad.
It all depends on the location of the hotels. If there a lot of restaurants close by I will take the points. If the hotel isn’t near restaurants give me the breakfast
for transparency purposes you should be audio/video recording with the front desk employees. i am relaying what the Hilton corporation has requested to me.
I’ve never had Marriott give me a room upgrade as a “Titanium” Elite Plus. When I ask and refer to what they’re selling that night, the answer is simply “it is not available. I’ve given up even asking.
I receive upgrades 80% of the time…YMMV
@
Just curious, what type of upgrade does Marriott offer? Once, they told me that a room with a bath robe constituted an “upgrade”.
@@alyonapetrova694 typically suite upgrades. On occasion wine, fruit/cheese tray or dessert
@
Nice. In all my years, I always “politely” ask at check in and never got anything substantial except a room with a bathrobe.
@ I usually ask via app prior to check-in using chat function. They usually make note. If they do not bring it up during check-in, I will mention it. Usually for 2-3 days it’s no problem
Man I would have lost it on that manager for acting like a jerk. I would have taken my business elsewhere immediately. I would have said. This city is full of hotels. Catch you later. Points are compensation and I hate how some hotels treat you as lesser for using points.
We all know, it wasn't fine, dude your so nice
Book it then......wtf
You could be nice and walk away from petty confrontations, or have someone record you being a Karen and post it! $$$