Ever "Get Walked" from a hotel?   Apparently it's the new industry standard on how to treat guests that make reservations months in advance.  The following are the details/ excerpt from communications with Marriott Corporate and the Woodlands Township regarding my reservations for the hotel we had planned on staying at for Ironman Texas. 

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Marriott Residence Inn - Woodlands, TX

I made reservations at the Marriott Residence Inn The Woodlands/Market Street on June 24, 2010 for a block of 4 rooms. I was notified two days ago that the hotel is "overbooked" and that they will be moving my reservation to a hotel that is of lower class (industry practice called "Walking Down") and about 10 minutes away from the current hotel.

My reservations were guaranteed with a credit card - therefore the overbooking would qualify as a breach of contract and that the process of walking my reservations to a hotel of a lower class will stand with most authorities as a constitution of fraud and misrepresentation and is protected legally in Texas under the Deceptive Trade Practices and in article 17.46(9) advertising goods or services with intent not to sell them as advertised.

It seems that the reservations that were made before the Residence Inn at The Woodlands/ Market Street was notified of the set date of the Ironman Texas Triathlon (and therefore increased the price in the rooms) are being walked.  And, there is no doubt that the Fairfield Inn's pricing for their rooms will be at an increased price due to the event.  So, technically we are being asked to accept reservations for a downgraded hotel with increased pricing- and since we are now less than nine weeks away from the event, options for lodging are limited. 

It is also become apparent- in discussion with others that had also booked at this hotel-  that the individuals being bumped from their rooms are those that had multiple rooms reserved, rather than the order in which the reservations were made.  No doubt that it is easier from a corporate standpoint to deal with a single contact for four rooms than to deal with four individuals with single rooms.  My reservations for the Residence Inn at The Woodlands/Market Street were made nine months in advance and before the Ironman Texas registration had even opened for registration. 

This hotel was booked for the convenient access to the Ironman run course as the family members that are attending with me will have both a toddler and an infant and were expecting to have access to the rooms throughout the day for the kids to have naps, as you know, the event lasts upwards of 17 hours.  The additional drive and difficulty in accessing the hotel with race day closures is beyond frustrating and adds additional stress to me, as a competitor, as well as to my family.

I understand that this is not just affecting me, as I was told by the General Manager that they overbooked by 20 rooms.

I have expressed my disappointment in this situation to Marriott Residence Inn and Marriott Corporate, but as my first impression, as a patron to the Woodlands Township, I am incredibly frustrated.  While Marriott Corporate has offered to provide assistance in offsetting one night of our stay - as a minimum corporate policy gesture - the fact is that the town and the organizations that represent it are very much a part of the overall experience of an event of this magnitude.

Sincerely,

IronTexasMommy

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Note: Please know that this isn't an issue that will ruin my race and I understand that things can't always be controlled- I am frustrated for the inconveniences that this will present to my family on race day.  And, I'm publishing this so that others that may be in the same situation might find it.  I am not at all pleased on how the General Manager handled the situation, which is why I elevated the concern to Marriott's Corporate Communications department.  I included the Woodlands Township Chairman in the e-mail and the contact for Ironman Texas, so that they were privy to the situation, as if I were the race director or in the position of hosting this many people for an event, I would want to know as well- and not just an issue "swept under the rug."  So, thank you social media for my platform. Back to training.



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