The Citizen Hotel, Autograph Collection

Absolutely gorgeous historical building with a phenomenal restaurant attached. Staff were welcoming and amazing!

Sadly, there were many homeless people just across the way in the park: however, the hotel did have security guards at the front doors and the location was central.

The Citizen is a beautiful, historic hotel. It is impeccably clean. I felt safe inside the hotel.

I didn’t hear back from the email I sent inquiring about a possible early check in. It was hard to find a direct phone number to the hotel. Phone numbers were linked to a corporate Marriott center.

I had an amazing time at the Citizen! Ashely and Jarron at the front desk were super helpful along with Izzy at the bar made my experience extremely enjoyable! Next time I’m in the city I’ll be back!

A bit worn. Small reception area

My partner and I stayed at the Citizen over the weekend without issue. However, upon check out, we received a bill that included a $98 charge for a dinner at the Grange Restaurant. We called the front desk to inquire about the charge and request its removal as we did not eat or drink on site. The attendant apologized for the mix up and stated that she would work with the restaurant manager to get the charge removed. When asking if we'd receive an updated bill, we were told "yes, we'll get this removed and send an updated bill your way". Hours later - we still hadn't received an updated bill. We called the front desk again and spoke with Alexis for a status update and were told the charges were still on our bill. Then, she informed us that there was nothing she could do about it as there was no hotel manager on site and that the restaurant manager was likely gone for the day. We asked if we could be transferred to the restaurant managers direct line. There was no answer so left a voice mail requesting a call back. Considering that we were told hours earlier that the matter would be fixed, we called the front desk back to see if there was anyone else we could speak to. Alexis answered again and rudely stated "no" and reminded us that it was holiday and that they were working with limited staff - not our problem. Then, we questioned if the restaurant held a receipt in their possession with our signature on it. Surely an internal/merchant copy of the receipt was retained by the restaurant, signed by the person who received a free meal, and could be easily validated. Alexis rudely spoke over us and held firm that this was a restaurant manager issue that she could not assist us with. Fair enough. Having enough with the lack of service we received post check out and especially during this call, we disconnected. My partner and I are Marriott loyalists who have stayed at this location several times and will never return back. Additionally, we will be filling a merchant dispute the charges we did not make should the restaurant manager remain unavailable and continue to fail on following through with making this right. As for Alexis, hire better front desk staff who practice empathy. We won't be back and may question staying at any Marriott property ever again.