I recently stayed at the Marriott hotel in downtown Durham, North Carolina while traveling on business. There were signs plastered all over the hotel about the hotel’s “Whatever It Takes” initiative for making their guests comfortable. Shortly after my arrival, I went down to the front desk to ask if they had any Advil or such, since I had a bad headache.
The answer I was hoping for was, “Certainly, sir, here you go.”
The answer which would have shown they were serious about “Whatever It Takes” would have been, “I’m afraid we’re all out right now, but if you can wait a little while, I’ll send someone out to get some for you and send it up to your room.”
Unfortunately, the answer I actually got was, “I’m afraid we’re all out right now. If you’d like, you can wait until our shuttle gets back, and then the shuttle driver can take you over to a gas station where you can buy some.”
Why couldn’t the hotel handle the simple task of keeping in stock the sundries they keep on hand to satisfy common guest requests?
Barring that, why couldn’t they send the shuttle driver out to get the Advil for me, rather than making me waste my time going with him when what I really wanted to do was lie down because of my headache?
I’ve sent a complaint about this to Marriott corporate through their Web site, but I don’t honestly expect any sort of meaningful answer from them about it.