Compensation Clinic: Closed Swimming Pool & Hotel Bar For Private Event At W Kuala Lumpur – LoyaltyLobby

Two weeks ago I wrote about my aborted stay at the W Kuala Lumpur where hotel management has decided to rent out the pool deck and hotel bar for a private function rather than making it available to paying hotel guests and Marriott Customer Care has now turned this into a Compensation Clinic case.

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I planned to stay at the W Kuala Lumpur but canceled my reservation the same afternoon after I discovered that the hotel had once again (not the first time) rented out their popular pool deck and bar to a local company for a corporate event.
it seems to be a general management style to shaft the paying guests by making extra money with local corporate clients by using the facilities to which hotel guests are entitled as disposable event space.
I summoned the hotel’s General Manager and also canceled the reservation on the spot. Instead, I moved to the Westin over at Bukit Bintang where not only do they have a club lounge, and a swimming pool that’s open until 11 PM but also a more convenient and lively area.
Even the W itself seems to think this is the prime part of the hotel and advertises accordingly:
I did file a complaint with Marriott Customer Care about this. It took them roughly two weeks to reply and offer a resolution for this matter:
Thank you for writing to let us know about your experience. I welcome this opportunity to assist you today.
I am sorry to hear about your frustration with the pool and bar not being available during your stay at the the W Kuala Lumpur. I can certainly understand your frustration and appreciate you taking the time to bring this to our attention.
As a one-time gesture of goodwill, I have requested 10,000 points to be deposited into your Marriott Bonvoy account. While I know nothing can make up for your inconvenience, I hope these points will allow us another opportunity to provide you with the excellent services you expect from us.
We are grateful for your loyalty as a Marriott Bonvoy Titanium Elite member. Please let me know If I can be of further assistance.
Warm Regards,
Marsha M.
Marriott Bonvoy® Customer Care
This is an adequate compensation amount and 10,000 points are actually almost as much as I spent on my alternate reservation at the Westin a bit further down the street at Bukit Bintang where they had a points saver for 12k.
Hotels that blatantly disregard guest service to make a few bucks on the side should be subject to punitive measures such as mass complaints to customer care, cancellation of reservations, and having to pay out compensation for missing features.
Unfortunately, this hotel stay ended before it even began – with cancellation because the property management wouldn’t concentrate on providing proper guest service and instead prefer to rent out their main facilities to local customers for a private event.
Hotels have ballrooms and similar options to hold company events. Closing things such as the swimming pool and the hotel’s most popular F&B outlet is unacceptable, and a complete no-go. This is a business decision by management so they better compensate every single guest affected by this. I will certainly force this every single time that happens and file an official complaint as well and encourage everyone else to do the same.
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