I hate to have to do this but too many things happened during our stay to not leave a review.
We checked in here last minute on Saturday, December 20 staying through Saturday, December 27, as our previous family accommodations fell through. I wasn’t expecting a 5-star hotel given the price and hotel chain, but I’ve stayed in Marriott-affiliated hotels for years as I’m a former travel consultant. We just wanted somewhere to rest comfortably for the Christmas week. That said, this experience failed in multiple ways to live up to the Marriott standard.
Upon arrival, the lobby was filled with fans because the A/C there was broken so it was hot and murky. No issue as we weren’t staying in the lobby, just not all that pleasing to have loud fans blasting. I swipe my card and they tell me it’s going to be blocked due to fraud protection and it happens all the time apparently. Why this known issue hasn’t been resolved on their end is beyond me. I tell my bank it’s me, re-swipe, and we get our keys to our room. I try to connect to the Wi-Fi and it’s not connecting at all. I ask the front desk for an access code, only to be told the Wi-Fi doesn’t work, not even the paid option. We’re told we have to use the hotel public Wi-Fi, which is very slow and decides when it wants to connect, and also only lasts for 6 hours before requiring a reconnection (where you must go through the browser prompts to accept the Wi-Fi, then exit that prompt, and THEN try again for it to connect). To just take a breather and rest and relax, we take showers to wind down. Showers are fine, but the bathroom is so poorly ventilated that steam doesn’t escape and therefore soaks everything in the bathroom, and not just regular steam on the mirror from a standard shower. EVERYTHING is soaked, from the sink to the toilet to the door. New towels are required as they all are basically used now because of this, my meds have now been dampened and melted despite being in a weekly container, the toilet paper is damp, and there is water everywhere. Tried turning on the TV, and that doesn’t work. Tried using the phone to mention any of these issues to the front desk, and the phone doesn’t work either. On top of this, our door would not shut unless we pulled it close really hard, which is a HUGE safety concern had we not noticed it the first day. Again, not expecting a 5-star experience, but these are very basic needs of a hotel stay that aren’t being met. Don’t get me wrong, some of these are things that I can live without, but if they’re offered, they should be available. The juice machine for continental breakfast was broken and we couldn’t even get hot water for the tea that was offered.
Everything was bleh for a few days (we stayed as we knew it would be nearly impossible to get new accommodations during the holiday), then fast forward to Christmas morning, and I wake up to a ROACH ON MY HEADBOARD. I go to the front desk for a new room. They didn’t hassle me about it at all, gave me a new room with no issue, and within minutes after a manager from a neighboring hotel came to help the hostess (she was new so she didn’t know how to fully work the system yet). We make the switch, and we try to take a shower to check the ventilation here, only for the water to not come on at all. Turns out, there is work being done on the water systems, and it was began without warning. Was told to check back on it in an hour. That was first reported at 10 am. The water wasn’t available again until 4:30 pm. We tried the showers that night and guess what? Same poor ventilation.
I left here the day after Christmas, and my pregnant girlfriend and her son tried to check out a day early, only to be told they couldn’t check her out because we wouldn’t be charged for the last day of the stay. I’m not even sure if that’s legal honestly. Attempted to get refunded for my stay via Bonvoy and Expedia and was only offered a partial 3-day refund. I had to go to my bank to get an additional case started since apparently, the quality of living in this hotel is negotiable.
Needless to say, we definitely won’t ever be coming back here.
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