Courtyard by Marriott New Carrollton Landover

Everything

This was a very disappointing and unprofessional experience. We booked a room for our client on December 17 through Booking.com. When making the reservation, we specifically selected the option to book for another person, which is a standard and clearly provided feature on the platform. However, when our client arrived to check in, the front desk staff insisted that the reservation was under a different name and refused to proceed without the person who made the booking being physically present. This caused unnecessary inconvenience and embarrassment for our client. As a result, the individual who made the reservation had to come in person just to verify the booking, which should never have been required. We frequently book rooms for clients because our office is located next to this hotel and it is meant to be convenient. Unfortunately, this experience was neither convenient nor professional. The staff’s lack of understanding of a basic Booking.com process created confusion and left a very poor impression on our client. This situation reflects a lack of proper training and customer service. It was handled in an unprofessional manner and resulted in an extremely negative experience. Because of this, we are now seriously considering using a different hotel for future client bookings.

LOCATION

THE CLEANING OF THE ROOMS WAS SPORADIC AND NOT CONSISTSET

The staff was very accommodating, after having troubles finding my reservation they found it and we're accommodating for the needs of my party.

I didn't like that they have a new policy that you have to pay to park. They have their own parking lot on site, it is not secured nor is the lot even well maintained. So I don't know how they can justify parking being $10 per night especially since it is in a business park and not in the city. Also the beds were very uncomfortable.

The layout was horrible, the location was horrible the staff was alright