Renaissance St Louis Grand Hotel

Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ Re: Case [redacted] To whom it may concern, I am in receipt of your letter dated November 20, to Mr [redacted] and he has asked me to respond It is the hotel’s policy that guest’s pay for their rooms in advance The guest and her husband paid for the first two nights of their stay in cashThe Front Desk Manager made a couple of attempts, then went to the guest’s room to inform them that they needed to come to the front desk to pay for the third night The guest came to the front desk but apparently there was a misunderstanding about the payment with the guest claiming that they had already paidOur records showed they did notUnfortunately, the guest became loud and the front desk manager felt the guest was acting in an aggressive manner so called hotel loss preventionThe Front Office manager told the guest that he would have to leave if he did not pay for the room nightThe guest did not pay so the hotel contacted the local police departmentThe police did not arrive that evening so the guests ended up spending the night Marriott strives to provide superior guest service to all our guests and works hard to problem solve with guests to resolve difficult situationsAlthough we are not satisfied with how this matter turned out, we do believe that we were acting properly by informing the guest of their obligation to pay for the room upfront

Initial Business Response /* (1000, 5, 2015/12/04) */
Re: Case [redacted]
To whom it may concern,
I am in receipt of your letter dated November 20, 2015 to Mr. [redacted] and he has asked me to respond.
It is the hotel’s policy that guest’s pay for their rooms in advance....

The guest and her husband paid for the first two nights of their stay in cash. The Front Desk Manager made a couple of attempts, then went to the guest’s room to inform them that they needed to come to the front desk to pay for the third night.
The guest came to the front desk but apparently there was a misunderstanding about the payment with the guest claiming that they had already paid. Our records showed they did not. Unfortunately, the guest became loud and the front desk manager felt the guest was acting in an aggressive manner so called hotel loss prevention. The Front Office manager told the guest that he would have to leave if he did not pay for the room night. The guest did not pay so the hotel contacted the local police department. The police did not arrive that evening so the guests ended up spending the night.
Marriott strives to provide superior guest service to all our guests and works hard to problem solve with guests to resolve difficult situations. Although we are not satisfied with how this matter turned out, we do believe that we were acting properly by informing the guest of their obligation to pay for the room upfront.