Marriott Phoenix Airport

I spent extra money to stay at this full service Marriott for a Memorial Day family getaway and that was a mistake. As a business traveler and Lifetime Platinum Elite member, I assumed that we’d have access to the lounge over the weekend (as you do in my home market of Kansas City) even when the lounge is “closed.” A closed lounge often means free packaged snacks and drinks and a breakfast voucher. At this hotel, the lounge was fully closed (locked) and vending machines were absent, so I had to buy $$$$ drinks in the gift shop. What’s more, for breakfast, my voucher gave only the continental granola and yogurt and fruit and bagels - a step down from what I would expect to be served within the lounge itself had it been open. The Marriott value prop is gone for trips with my family and I’ve learned my lesson that Hilton’s Embassy Suites in particular is the best option for family travel or low end Marriott properties. When I started my Marriott Elite journey over 25 years ago, the traveler was prioritized over the Marriott licensee/franchisee. Sad realization of where we are.

I’ve been here once before last month and I was greeted at the restaurant by Alberto. I would like to say he is the kindest person I’ve ever encountered at a hotel. We engaged in a brief conversation that first time and he remembered me on this occasion. I’m filled with hope because of people like Alberto. His work ethic is of the highest quality and I would appreciate if you let him know how amazing he is. It is the employees of a company that determine its success. He is a major asset to the Marriott brand. I’d also like to compliment Sylvia, her friendly & bubbly personality is refreshing. She was so sweet when taking my order. I enjoy coming here, the food at the restaurant is delicious but the employees who form a part of this team are what makes it special. Kind regards.

Awesome visit. Convenient to Airport, Papago golf club, and down town. The rooms are modern and comfortable. The club lounge was outstanding. Great view of the airport for plane spotting. Kellie in was the attendant in the lounge and was kind, accommodating, and helpful in every way! Star of the visit.

Good facilities, well managed. Spaces were clean and inviting. Pool was a nice place to hang for an hour.

The restaurant service was good but the options were limited.

Although there are many airport hotels, this one was chosen because if offered free airport transfers after 10 pm. Because of foot neuropathy navigating long distances is often a challenge. 1) to ensure there would be transfer I had the concierge of another Marriott contact the hotel there'd be transport available nearby the luggage claim area. This was confirmed in writing. 2) The wheelchair attendant could not take me further than the area near baggage claim which meant I could use the wheelchair but had to transfer with my luggage and carry on to the skytrain which take several stops. The Phoenix airport skyrail takes several loops and climbs and swoops which caused me to flail; some would call this a traumatic experience. Finally David a very nice Marriott employee met me at the 44th Station and when we arrived at the hotel, they could not at first find my reservation. 3) The next morning my talk with the front desk nicely expressed my dissatisfaction. The agent asked what I suggested for resolution. My reply was not to get involved in that other than it seemed reasonable to provide the difference in Marriott point redemption of the nearby hotels compared to this hotel. She said she would talk with her manager. 4) Never was I contacted about the issue; a few days later 1,000 points were added to my account. Wouldn't you think that this hospitality company would notify me before checking out? Interestingly, the Marriott hotel in the Caribbean I had just checked out had a power and back up power failure and I had to walk down 10 flights of stairs. As a titanium for life Marriott Bonvoy member ( and decades long shareholder of their stock) this seems disappointing. When it comes to rules it's for the guests, not the hotel, as I've seen previous examples how Marriott would rather toss a few points to guests instead of resolving the problem. For example, one of my regular stays is at a Marriott property which has rooms which lack heating or cooling and it seems the hotel would rather credit points than fix the issue. These examples are a poor reflection of Marriott.

Shuttle to the airport. Provided us personal items we needed since our bags were not with us due to a flight delay. Comfortable and extremely clean and nice. (you get what you pay for since the price is on the high side.)

The food was great. the bartender was super friendly. and the atmosphere was warm. the cleaning person was helpful when I asked for a couple more items. and having the shuttle included for the airport was very appreciated.

towels were like sandpaper. the cleaning person made so much noise letting the toilet seats or covers slam closed so early. the false fire alarm at 6:30 am the morning after our arrival was certainly not something we appreciated and no one ever announced it was a false alarm before we reached the lobby via the stairs. we were disappointed when we returned from the football game that the kitchen and bar were closed down at 11:15pm