dragoncon_lj_archive | Okay, so this got frakked up for us... (Reply)

Where is everyone sending their customer feedback/letters of complaint. It would be good for it to all go to the same places, I would think, the more of us, the better.

And just to head off the "it's to be expected, the con is getting bigger" replies we always seem to get when we complain about rooms— I want to be straight up and clear that I don't wanna hear that bull.
The con growing in size does affect the number of rooms that get taken. But the con growing in size doesn't have anything to do with the totally f***ed up and jacked way these reservations were handled. This is what we call FUBAR:

Some people tried to book yesterday and were told booking didn't start until the 1st., go away.

Some people called back the next morning and were told "uh-oh, sold out".

Some people said the booking DID start yesterday and people got rooms.

Some people were on hold for so long that during the same session were told 'hey, we've rooms'...'oops, I was wrong, nope sold out'.

Some people HAD a room that they found while booking online, only to find as they were finishing their finalization of the whole thing, basically signing their name, 'SOLD OUT' greeted them at the end.

We were up WELL before 8 am (try 5:30) this morning and were promptly told it was sold out. Yet others book the exact same room that we wanted AT 8:00 a.m. or well after.

So...is Thursday sold out, or isn't it? They need to pick one, because it can't be both. Because some people got Thursday and some didn't and we were requesting the same exact reservation.

And then there's the passkey thing, which some said took place yesterday, and others said wasn't working for them until 8 this morning. And some of us don't even know what the frak that is.

There is a lot of information here that doesn't even remotely come close good customer service...no way, not for a well-seasoned convention and hotel such as Dragon*Con and the Marriott, especially when they KNEW this would be coming.

Also, to head off the "rooms will become available closer to con, they always do, no worries" replies— sorry but I already know that, and I don't want to hear that either because like the other type of reply, it has nothing to do with a solution to this issue. What happens later, and closer to con time, does not address this massive reservation f*** up, or tell anybody how something like this can be improved or fixed.

I would just like to know if there is a group complaint being done and where everyone is sending theirs.

EDIT: Where to send complaints

Some people have posted some GREAT places to start sending your official complaint, if you have not already, and some good tips.

I also agree about sending a real letter, as opposed to just an email, but I realize that many people are lazy or just claim they don't want to waste the paper, so I'm glad links are provided for some of them. :) I speak for myself on that, I'm not just trying to be funny. But I will actually make the effort and write one, and try to remember how to buy stamps.

I realize that some people believe the efforts are futile, but hey, very few things have ever been improved or changed anywhere, ever, by people just ignoring it or giving up. D*C, Marriott, Passkey...any or all— they should all know this was a total screw up and should not have been. And maybe a few people yelling at their hotel manager for a few days won't get their attention, but hundreds of real, well-worded letters, emails and phone calls to their top people or headquarters for a few weeks will at least get some attention, and maybe the issues fixed for next time. Who knows, maybe it'll have some positive effect for our current con goers issues.

Just sayin'.