Okay so I guess this is an AITAH. So I’m (27 F) having to stay at a Marriott residential inn in Katy Texas and booked for a month. Im not used to being assertive in any way shape or form because i tend to be a people pleaser. I’m from a family of pilots so we’re the highest rewards level.
Read the whole thing before responding lol.
I have temporary purple dye in my hair. It bleeds a little sometimes because it’s not permanent. It does not stain anything, and when it transfers a bit on fabric it looks like you wiped up some fabuloso, light colored grape soda or something.
I literally can’t help it, i always try my best to keep it contained and things covered. It doesn’t always bleed.
My second or third day they notified me that they were upset about the towels having purple splotches. Because of that I skipped showering two days in a row until somebody I knew could bring me a dark towel. I was a bit mortified that I upset them and had never had this issue before because I’m assuming other hotels washed them and figured out it’s not an issue.
I understand communicating with your customers if something is wrong. However apparently there was still a bath towel on the ground of the bathroom I missed they picked up at a later date. I even went out of my way to go wash the towels myself, and didn’t ask for room service when something accidentally dripped because I didn’t want them to get worried about the towels, but I must’ve been working out that day. I usually strip my bed and get the towels together for the room service ladies, and often my father and I tip because we know how hard they work.
They called again about a week into my stay and proceeded to charge the room $250. The GM explained that damage charges no matter what it is starts at $250.
I could be understanding if it were like a $20-$30 fee at MOST.
I told them that was a hefty fee for a towel and I assured him if they threw it in the wash just like any other spot it would come out immediately.
He said “we had no way of knowing that.”
I said, “well sir I apologize but I did in fact go downstairs apologizing and told them that it’s not permanent color and it should wash right out.”
He said, “well I don’t have that in my notes here, we don’t want to jeopardize putting it in a load with other linens not knowing what’s on it.”
I said “I understand that sir, but that means if someone spilled coffee, or bit of a light colored soda and wiped it up, and you weren’t sure what exactly it was you’d charge the room $250?” (Because the purple is literally SO watered down.) “So the cost of one single towel, thats not even damaged, could potentially cost the same as me like knocking the TV over on accident?”
“I’d really like an invoice of the replacement cost of the ‘damaged’ item to justify charging me a $250 fee for a towel, I’d understand a fee that matches any potential damages, but I even offered to wash it myself at the onsite laundry so the concern of washing linens together would be taken care of. It’s an easy fix that would work in both our favors.”
He then explained that damage charges START at $250 no matter what the item is and he can’t do anything about it.
I retorted with, “you are the GM, and seeing as this is a mistake and the item isn’t ruined you have the authority to take these things on a case by case basis as you did my third day here.”
He explained that they did but it happened again.
I said, “I really do apologize and it wasn’t purposeful, I respected your policies and from that day on used my own towel. I didn’t dismiss what you said but seeing as you know now what is on it and that it will come out clean can’t you work with me?”
I have NEVER had it stain. Ever. Unless that towel was lined in gold I personally think that’s just a money grab.
Also…. Don’t hotels use whites so they can bleach them? Thought that was a universal thing? Honest question.
Then he told me to have a happy birthday and that destroyed my mood.
Now my dad is in the hospital for HBP and we can’t go out to a birthday dinner after that.
I told him I hope that our interaction made him feel better about himself and to have a great rest of his day.
We canceled our reservation for the remainder of the month.
I was nearly in tears because I felt bad and didn’t mean to, I’m already having a rough month, and I hate conflict SO much.