Worst Marriott experience I’ve ever had.
The least of the issues was their internet being down when we arrived for check in. They immediately told us we could cancel for no charge. We didn’t care about the internet, but they had to make a photocopy of the ID and credit card, worrisome; but again whatever, that’s out of their control. The fact is though, not a single person we encountered had decent customer service skills. No one was very friendly, or apologetic or anything. We asked about late checkout, but they said it would have to be asked in the morning due to the system being down. Okay, fine. Being Titanium, we have 4pm guaranteed checkout.
The room had stains all over the walls, the carpet was dirty, it was extremely cramped and just didn’t feel clean. Bed was comfy enough, pillows fine, managed to block most of the light from the windows. TV was big, but couldn’t access Netflix or HBO even though the remote and guide showed it.
Morning comes, I stumbled down bleary eyed for coffee and breakfast at about 8:40… the one (non-decaf) coffee option is empty. I look around for the breakfast attendant, but no one is around, even peeked my head into the open door for the kitchen alcove. So I truck up to the desk, and hear the manager angrily talking to someone on speaker phone on his cell. He comes out front, tells them to hold on, asks what I want, and then silently walks over, switches the urns, and walks back without a word. “Fresh” coffee was barely warm. Fine, moving on. Eggs, had water sitting in them. Oatmeal, had water sitting in it. Nothing looked at all appetizing. I managed to assemble a plate and walked back to the desk to inquire about late check out being noted on our room. When he hears the words, 4pm, it looked like a gasket blew in his head. He said that isn’t possible. I said, with our status it is guaranteed. He said he understood but that they ask their guests to help them out due to cleaning procedures. I said, my counter part would not be happy about that. So he looked up the room number, then told me he could do 1:00pm at the latest. I said, that we would need to complain about that, and he said “That’s fine.” So I left and we handled it with Marriott’s hotline.
Now I’m an understanding person, but when you don’t even apologize or explain extenuating circumstances (i.e. we’re fully booked and short staffed or whatever), then I’m much less likely to let something like that go.
Let me tell you, when I checked out at 4pm, the hotel was completely empty. Not a single car in the lot. Not a soul to be seen or heard. The front desk guy was fine and the folio was given. But why is it we couldn’t have a 4pm checkout without getting corporate involved when no one was checking into that place?
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