WOBURN, MASSACHUSETTS -- We stayed here Sept 27th and 28th. Left at 6:50 am on the 29th to find our car on milk crates from the kitchen area storage and the wheels and tires gone from our 2013 Accord Sport. Could not find wheels and tires on Sunday. Had to stay an extra night.
Had to fight with Manager to get rate we had for the first 2 nights!! They had a shuttle but would not even take us to the rental office because it was an extra exit away!!!! It was about 8 miles from the Hotel. It did go 5 miles to the train station and mall. When we did finally get wheels and tires the service truck put the 2 on the back and there were two cars jammed in on either side of ours. (They were the only 3 cars in that area. It was close to the door and visible from the front desk.)
I went in and got the Manager (Mr. **). He was not pleasant at all throughout our conversations. I asked if he could use the license plates to see if the guests that owned the vehicles were there and could come out and move them so we could use the jacks to loft our car and get the wheels on it.
2 EMPLOYEES FROM THE OFFICE CAME OUT AND MOVED THEIR CARS!!!!! I asked if he had asked or instructed them to park there. He claimed he had not. But, one of the women that was parked there was from his office. So when is the last that Hotel employees park in "prime" spaces?
After we got home our credit card started getting charges for phone calls made to find wheels. I am certain if we had left the hotel, they would have had a tow truck drag our car on a flatbed and do more damage to it just to have it out of their yard. They are RUDE AND NOT TRUTHFUL!!! DO NOT STAY THERE!!!
No security cameras in the yard at ALL and no plans to install any. Lighting is also poor in the yard. An employee casually mentioned to another person in our group that "This was probably an inside job," meaning someone from the Hotel spotted the wheels and made a phone call. They probably even set out the crates to use on our car. I am disputing ALL charges for this stay!!!!
MIDLAND, TEXAS -- I am appalled by the treatment of one of your Customer Service Agents at the above mentioned locations in Midland Texas. I called around 10:25 P.M. tonight, 02/18/2013 to inquire about the pricing of a two bedroom suite and ** (not sure if this is the correct spelling, she would not disclose in her rudeness she portrayed). When I told her I would just reserve the King size bedroom, since the suite was outrageously priced she apparently made a reservation for two rooms for me. Marriott rewards number **. I asked her why she gave me two reservations numbers - she stated because I needed two rooms.
I then explained to her that I had already reserved one room earlier and only needed one more. She became very confrontational and went on to tell me, why did I state I needed two. I then felt since she was questioning me - I THE CUSTOMER had to explain, that I had already called earlier and booked one room, so all I needed was one more. Not sure if she has not been trained to handle more than one task at a time, but her behavior and the way she spoke over the phone was very unprofessional!!
I then asked her what was my final reservation number since she was going to have to cancel one and she hung up on me. I attempted three times to call back and each time I let it ring over 11 times. On the fourth attempt, she picked up and I let her know that she had hung up on me before giving me my reservation number and she proceeded to argue stating that she had given me my reservation number that I must not have listened.
I then explained to her that when she had given me the two numbers prior I just was not sure which one she was going to cancel out and that I did not appreciate being talked to by a so called representative the way she was speaking to me. She then told me that she did not appreciate me. Then I told her she must not be happy with what she was doing and then needed to move on, because it is giving a BAD representation of Marriott. She stated "she liked her job." That is when I stated we would not continue this ongoing conversation, and I asked for her last name. She hesitated and still provided it, without the spelling.
If this location had not been the location blocked for the wedding Party of the ** Wedding, I would not be staying there!!! I know that Midland/Odessa is currently in an Oil Boom and the pricing must meet supply and demand, and it is probably Hard to find good employees, but I can honestly tell Marriott, you have an Unprofessional, uneducated in customer service agent working for you, answering your calls and booking the rooms and what I have always known Marriott to be at least a Class "B" Hotel. She makes it a Class "F!!"
This is ridiculous to not have even stayed there yet and I already feel uncomfortable with this location. I am making notation of this email, should something any more unprofessional occur, with my card number, my rooms I have booked or any other so called situation. I can be reached by email, so that there is DOCUMENTATION of this happening!
I to this time, do not even know which reservation I have since I felt treated so poorly. All we wanted to do was get off the phone. These are the numbers we were given. The first phone call reservation **. If you notice ** gave me the last two reservation numbers and did not even match the total number of numbers the first NICE representative (**) gave me. So I am not sure if I even have reservations? I am too afraid to call back!!
On Friday, August 19, 2011 our initial check in date to Sunday, August 21, 2011 - the day my friends and I experienced the worst form of customer service possible ever given to a human being. We were disrespected, threatened, verbally abused and, felt a form of racism that is both incomprehensible and indescribable. The Assistant General Manager ** and her staff members ** of the Courtyard Marriott Montreal Airport, Montreal P. Q, CA treated us like we were less than deserving of our rights and our stay at her hotel.
Myself being the one who had the privilege of having a "friends and family" discount had four rooms reserved for our weekend stay with a large group consisting of seventeen people. We arrived from Toronto at the Marriott Montreal Airport Hotel at 4:00 am and were met by ** at the front desk, who upon greeting us sighed and complained that she had just closed off her audits for the night which really was none of our concern, as we were patrons of the hotel not employees.
She then asked for our confirmation which I provided to her which stated that we were to receive 2 rooms at a rated of $69 per night (family discount rate) and another 2 rooms at $129 per night (regular rate). ** made it clear that the forms that I provided which confirmed the 4 rooms and the rates for each room with totals and amount expected upon check in was not suffice and would not be accepted as an official "employee" confirmation paper, which meant that the rate we were expecting to pay was not the rate the hotel was willing to charge us during our stay.
I asked if there was a manager on site that I could talk to and was told that she wouldn't be in until Sunday morning. After a long trip my friends and I just wanted to relax in our expected rooms which took at least 30-45 minutes and a deposit of $2000 upfront, $250 deposit and the rate for each room which had to be put on a credit card. In the end we were told by ** that we had until Sunday, August 21, 2011 our check out date to provide the correct paper that would give us the original price of $69 per night for two of the four rooms.
She agreed that they would accept a fax from the hotel in Toronto which initially provided the forms for me to travel with as long as all the signatures needed was in place. The next day I called the General Manager from the Courtyard Marriott Hotel in Toronto and left a message noting our issues at the Courtyard Marriott Montreal Airport Hotel asking if there was anything that could be done to help us with the issue. Once again after no return call from Toronto I proceeded to call the hotel in Toronto again and spoke to a gentleman at the front desk and after explaining the issue to him, he reassured me that the situation was one that could be easily taken care of.
I received a phone call from Toronto to my room at 3:30 pm by a young lady who asked me a few questions as procedure and precaution to verify my father's employment and myself being his daughter. She then reassured me that they would take care of the paperwork needed via conversation and or fax with the front desk so there was no need to worry and that we would receive the rate initially promised. She also mentioned that "this type of thing happens all the time, and it shouldn't be a problem." I thanked her and asked that if things didn't work out as planned, if she could call and let me know and, she agreed.
Sunday morning I proceeded down the front desk where I was met by my partner who was being yelled at and spoken to in a demeaning manner - by my surprise it was the Assistant General Manager **. I asked what was going on and why was he being spoken to like that. He informs me that he came to check out our rooms and that she was not willing to give us the initial rate promised and that when he asked why not, she basically said that "it is my decision and that I am not going to change it." No real explanation as to why we didn't receive the original rate of $69 per night for two rooms.
I intervened and asked if she had received a fax and or phone call from Toronto verifying our confirmation, she answered "My employee left me a note," and when I asked what it read she skimmed through it and made it seem like it had nothing to do with our situation, told me that, "It was left to her and was none of my business," proceeded to rip it up in front of our face and threw it in the garbage. I asked if we she could call the hotel in Toronto so that we could get the confirmation. Once again she stated "Yes the phones are around the corner that you can call from, I am not going to call for you."
Then she threatened to call the police and have us banned from all Marriott Hotels and, our discount privilege taken away all through a raised voice in front of our friends and other patrons of the hotel. She claimed that we were "rude." All we asked for was the reason why she was giving us such a hard time and why she was not going to accept the paper work via fax from Toronto even though we had the original confirmation papers with us and a breakdown of the charges promised beforehand.
I have personally traveled over the years to other Marriott locations and the confirmation form I provided was exactly the same and accepted at other Marriott Hotels. I couldn't understand why we were being given such a hard time. I felt like we were in the middle of a playground arguing over who was right and who was wrong in a kid's game. I have worked personally in the customer service area for 14 years and know that the customer is always right. You do not argue, raise your voice, nor do you converse with your co-worker in a language that is not understood by the client you are servicing.
It wasn't like we arrived to the hotel without confirmation papers. We had the confirmation papers given to us by in Toronto HR. ** proceeded to call my father and tell him that she would make sure that his privilege would be taken away and that he would lose his job because we were not representing the Marriott in a good way. She handed the phone to me and as I started to explain what the issue was she hung up the phone as I was in mid sentence with the receiver still in my hand. That caused me to raise my voice and ask "Is this the way she dealt with all patrons of the hotel?"
I at that point felt a sense of racism and disrespect. At this point we just wanted to end our dealings with this hotel, pay our bill and be on our way. We instructed her to bill us all the rooms at regular price. After reviewing the bill for my room 409, I noticed that there was a $7 phone charge added to the bill. When I questioned the charge and made it clear that I did not make any phone calls to the Courtyard Marriott Hotel in Toronto, once again with attitude I was told that, "A phone call was made and I would have to pay it, we cannot add phone calls to rooms," with a smirk.
I at that point was furious with the way we had been dealt with since the beginning and asked for proof that I made the call. I tired to explain that I received a phone call from that number which was the Hotel in Toronto, to my room confirming that they were going to sort out the issue in question for me. Ten minutes later ** returned saying "Unfortunately I cannot charge you for this call because there is no trace of it and, I will remove it from your bill" and, provides me with a paper which states just that.
I at that point made mention of the fact that she should not hold the position that she holds as Assistant General Manager and that her customer service skills were below expectation for the position that she holds. I also made mention of the video camera that was positioned at the front desk that would show everything, how we were treated and spoken to. I have never been so humiliated and embarrassed with the level of service I received. I truly feel that had we had been a big group of anything other than African American we would have been treated with respect and given our rights expected initially.
When I think and replay the situation in my head, it seems from day one this hotel had it out for our group, from the initial arrival to the departure, we were treated with disrespect. Not only did we leave feeling a sense of racist behavior, we left feeling unsatisfied with the level of service provided by this particular individual and her staff. Word of mouth and YouTube goes a long way!
CANTON, OHIO -- I was married on October 18th of 2009. I had paid the Courtyard by Marriott in North Canton Ohio to do my reception. This was to include tables, food, open bar, linens for tables, etc. **, the Catering and Event Manager, seemed very nice through planning the reception. As the day got closer the weather was not looking so good, so I called ** to see if I could have the reception ready by 5:00 pm instead of 6:00 pm in case the weather was really bad, just so my guests had somewhere warm to go in case of rain. Well, the D.J. that I had hired also worked at the Marriott with ** and she took it upon herself to call the D.J. and tell him that we had moved the time.
The day ended up being decent so we got married outside and showed up for the reception at 6:00 pm. Upon arriving, we felt very uncomfortable that the employees working that night were very rude and seemed to be in quite a hurry to get us out of there. We had ordered food that was to be in buffet style. There was tons of food but none of my guests got seconds. Five minutes after the D.J. announced that we could go back for more, the food was already being taken away. And we were told that the food was thrown away.
Even though I had not told the D.J. to show up early, ** did, so we got screwed on an hour of service that we paid for but didn't get. (B&F sound was the D.J. Service.) They wanted another $100 to stay until 10:00 like we had planned anyhow. The "open bar" ran only had about a 12 pk. of beer, so when my guests went up for more, they were told that they didn't have anymore of that particular beer, even though it was "open bar." How does an open bar run out of beer when there is an actual bar in the lobby of the hotel? It made no sense.
On top of everything, the tables were completely cleared off way before the night was over. My guests complained that when they went to the restroom and came back, their drinks, food, and my wedding favors were all gone and thrown away.
The day after my wedding, I called ** to tell her of all the problems, but instead of just apologizing for the mistakes, she insisted that nothing was their fault and by the end of the call she was yelling at me. She even said that her employees were angry that we didn't show until six when it was supposed to be at five. So apparently, if you plan an event here, and you don't show up on time, the employees have a right to be rude to you and your guests all night. Wow, I have never experienced anything like this. In the end, the reception was a disaster and I will never recommend the Courtyard by Marriott to anyone. BEWARE!!!!
ALEXANDRIA, VIRGINIA -- I stayed at this hotel this past weekend and will never go back. I booked a room with two double beds but when I arrived only a king room was available. Okay, that's no big deal, it happens, I thought. Well that was just the beginning of the adventure.
We got up to the room, unpacked and I sat on the bed to relax for a few minutes. Within five minutes, both my friend and I started to break out in hives (mine worse than his). We called down to the front desk and told them what was happening and they changed our room. We were still broken out in hives but we figured it was probably left over from the previous room, so we decided to go to sleep. The next morning when I woke up, my eyes, my lips, my throat, my hands, and my feet were all swollen. Obviously it was the bed.
On our way out to get breakfast we stopped by the front desk to tell them of our predicament. They advised us that some guests do have allergic reactions to the industrial soap they use so they could wash our bedding and towels in Tide (this was the first time I ever had an allergic reaction to any hotel bedding). We went out to breakfast and came back to the room to pick something up before we went sight-seeing in DC and the maid was in the midst of cleaning our room. Our bed had already been made and I asked the maid if the front desk had told her to wash the sheets in Tide, she stated yes they had, and we left.
We stayed out most of the day and arrived back into the room around midnight. Again, five minutes after sitting on the bed I broke out in hives. The sheets had never been washed in Tide and still smelled of the industrial soap. We called the front desk and they stated that they would wash new sheets and then bring them up to us. About an hour later the security guard showed up with new sheets, handed them to us and left. We started to make the bed and discovered, the fitted sheet was for a double bed and not a king bed.
My friend, went downstairs with the sheet to tell the front desk of the mix up and was told "What do you want me to do about it, there's nobody here." He said "Well there was someone here to wash these sheets, have that person wash a king sheet." The only two people running the hotel at this point were the front desk person and the security guard. They told my friend that he would have to go to the maids' closet to pick out a sheet if he wanted that done. My friend went, picked out a sheet and handed it to the front desk clerk. An hour later, the fitted sheet showed up washed in Tide (they had never given us a blanket, only sheets).
We went to sleep and had no issues. The next morning we went out and returned in the evening to find that the maid had replaced our sheets with those washed in the industrial soap (we never put the card on the bed that was provided if you wanted your sheets changed). We again called to notify the front desk of the issue, but now they just didn't believe us stating they had made sure to tell housekeeping what kind of sheets we needed. I literally had to go downstairs to show them the hives that started to break out after laying on the bed for five minutes. Again they said they would have sheets washed in Tide.
A few minutes later, a maintenance person showed up with sheets in packages. He didn't speak much English so he was hard to understand but we think they were brand new sheets that had never been used. He ended up leaving the sheets there and showing up an hour later with the Tide-washed sheets. He made the bed for us but it took a half hour. We had no issues after (we checked out the next morning).
There are some other things to watch out for at this hotel. The parking lot is not big enough and you often have to be issued a pass to park in the lot next door. Also, the parking spots face the wrong way. The building is also in the middle of a construction zone (although that's not their fault). There are some good points to this hotel, however. It's a fairly good bargain if you're looking for an alternative to high-priced DC hotels. The Metro Station is just down the block. The on-site hotel parking is free (if you could get a spot). Everything is extremely clean and they provide free internet and office services.
BALTIMORE, MARYLAND -- My family and I recently stayed at the Courtyard by Marriott in Baltimore Hunt Valley. We were heading back to NY from Myrtle Beach and at 11:30 pm, with a 6 year old and a 3 month old, we needed to stop somewhere. We promised our 6 year old we would find a place with a pool... I went in and told the man at the front desk that we did not have a reservation and wanted to know if they had an indoor pool. He said yes, told me the rate and I agreed.
He asked how many nights we were staying and I said "One night, checking out tomorrow." I asked him when check out was and he said noon. I then got into a little conversation with him about how excited my son would be when he got to go "swimming in the morning..." The man smiled and gave me my key... I then asked if there was a "complementary breakfast." He said yes.
Well we get to our room, and it was very nice... Clean, large, and more than we expected for the 89$ rate we were paying. We felt we had finally gained a bit of luck for the day, since we had been in so much traffic all day long and did not get as far as we wanted until midnight. 2 am rolls around and I went for a walk to loosen the cramps in my legs... I found myself at the pool only to discover that the pool is only open from 4:30 pm-10 pm. So I went to the front desk... The woman there said it is actually open from 5 pm-10 pm.
Needless to say, I was pissed, and in turn did not sleep too well after that. After sleeping I headed down to the lobby for some breakfast, only to discover that breakfast is not complimentary and that to feed my family I would have had to fork over another 30$ plus tax. At that point I went to the room, told my son that he was not going to get to go swimming and packed up to leave. I then went down to the front desk to check out and told the woman there that I was very disappointed in our stay. She asked why and I explained. All she said was, "Oh, I'm sorry."
I guess I can't really expect anything like a discount or a free nights stay, but I felt like I was duped. People work hard for their money, and to pay $101.46 for a room to sleep in for 12 hours is a waste in my mind. We are frugal people, we try not to spend unnecessarily and when we do splurge, it is usually for a good reason. Our 6 year old, who was so patient in the hellish car ride was not only going to have to get back in the car for another day, but was not going to get the much needed exercise and freedom that he was looking forward to.
This hotel was a nice, quiet place to relax in, but all that was crushed. It was not a value at all in my mind and I am just incredibly disappointed. This was the first hotel we had stopped at, but we would have kept looking to find one with a pool, had the front desk clerk been upfront and honest with us. I feel frauded and ripped off... And all they could say to that was, "Oh, I'm sorry." What a waste...
ATLANTIC CITU, NEW JERSEY -- We booked a room at the Atlantic City Marriott on the above mentioned date and had the worst experience ever. We checked in late around 7:30 and when we walked into the room the Air Conditioning was not working. On our way out to visiting the casinos, we brought the issue of AC not working to the front desk. The lady took down the room number (#1108) and even a guy called **, who helped us check in was also there. We came back around 2:15 am in the room and to our surprise, the AC was never fixed.
I called back again at the front desk and ** picked up the phone. When I asked about why the AC has not been fixed, he asks me... "Oh.. your AC is not working, what room number are you in..." etc etc. He asked me, "Who did you tell at the front desk regarding the AC prior to this call," and I said some lady. He answers back saying, "She is a trainee and she might have forgotten." Is that my problem if the people at the front desk are trainees and they forget stuff?
Then again ** said that he is sending someone to the room to fix the AC, else if not fixed he would give us a different room to sleep. We waited and a guy named ** turned up. The temperature inside the room was 76 and he upped it to 85 and when I asked why he's doing that, he said that by doing this the AC should start. We waited for the room temperature to go from 76 to 78 and the AC did not work at all, when we tried lowering the temperature.
I called back at 3:00 am again and ** said that he can shift us to a different room on the same floor to sleep, so I asked him that we are already so exhausted, if it'll be fine to leave the luggage and just move and sleep for the night. He wasn't sure so he said that, "You can talk to my Manager," a lady named Christie, who I feel is the rudest person I have ever talked to. When I explained her the whole story... she said that they don't have maintenance after 7:00 pm and I told her that ** send the guy name ** to check the AC. She said that ** is the security guy and not maintenance.
I asked her that how am I supposed to what kind of a guy ** is??? Do I own the Marriott??? She said the only thing she can do is that at 3:00 am in the morning, I will have to move all my stuff to a different room and sleep and then she hung up on me. How do you expect a person to move their stuff at 3:00 am in the morning? Is this the kind of service Marriott offers?
Till now, I only had the Marriott rewards card as we always believed in keeping one hotel for all our traveling needs... but seems like I will have to change it to a different one. I am so disgusted and annoyed by the amount of service provided at the Courtyard Marriott in Atlantic City. We paid a total of $125 for the night and what do we get... no comfort and exhaustion. Disgusting is the word.... Majorly for the people at the Front Desk.
1780 NONCONNAH BLVD, MISSOURI -- I have had the worst experience with Marriott Courtyard at 1780 Nonconnah Blvd Memphis TN 38132. I will never ever recommend anyone to another Marriott anywhere. I have filed a complaint with the hotel, BBB, the 800 number, and my bank. This is ridiculous.
I checked in on 10/17/2013 at 10:25 pm me and another person shared rooms. I was there for a work convention. The total on room was 252.76. I paid for 1 night which was equal to 126.38 which I authorized on my debit card then they gave me a receipt and began processing the other person's card for the other night. We got checked in another party that was there with us only had cash so I put the 40 incident fee on my card as well for their room. We all got checked in.
The next morning I checked my account and there was an extra 150 held on my card so I went to front desk talk to ** who was the one who checked everyone in. What was fee - he told me he didn't know and that it would fall off Sunday when I checked out. I said OK just checking.
Sunday when I checked out there was a young lady name ** working at front desk. I asked her again what is this 150 hold. She assured me it was just a deposit and it will fall off with the 40 incident fee that was charged to my room for other party and that not sure how long it would take because it was at bank discretion which was fine with me.
I get back home to Saint Louis, MO and somehow Marriott drop the 150 charge off account and then charge me for another night. I call back to them and they said they didn't get the other party card or somehow it didn't go through so they just charge me. I did not authorize it and not only that I went to front desk 2 days in a row asking about charges while other party was there with me and they never once said they did not get their card info, they told me it was a deposit hold.
So now I'm fighting that with Marriott and bank and now the 40 incident fee for other room is still on my account. Marriott has horrible customer service even the manager ** was rude. I have never experienced anything like this and I am going to complain every day to everyone that will listen until you all give me my money back.
NORTH OLMSTED, OHIO -- I stayed at the Courtyard Marriott in North Olmsted Ohio from Saturday April 14, 2012 through April 16, 2012. I have been staying at this hotel since 2005. I was part of a bus trip that comes for a retreat every 3 months. I have never had a problem before but I no longer wish to stay at your hotel being treated like I was.
On Saturday night April 14th we didn't get back to the hotel till 2 am. I was so tired I just wanted to go to bed. I pulled back the blanket to get into bed and there was a dry blood stain on my sheet. The blood was not from me. You could tell it was there for a bit because it was brown. I called the front desk. The woman says "I will have clean sheets sent up." 20 minutes later a young man knocks and hands me sheets to change the bed myself! I took the sheets and went to make my bed and the sheets were very wet. I call the front desk back - she says "I'll have more sheets sent up," by this time it's almost 3 am.
I got all the towels and covered the bed so I could sleep. In the morning I took the bloody sheet as well as the still very wet sheets to the front desk. I asked for a manager. The woman not wearing a name badge and dressed in a neon green T-Shirt said she was the Manager. I started to explain and she cut me off, took the bloody sheet, tossed it aside and said, "Oh yeah they gave you the wrong sheets, they gave you the ones that weren't dry yet!"
Then she just dismissed my complaint as if it was not a big deal. Well it WAS a big deal to me to have to sleep on another person's blood and to have my complaint ignored really ticked me off. Do you realize how much disease could be carried in someone else's blood?
Then I reach down next to the chair in my room and find dirty stinky men's sweat socks! Instead of trying to make your Hotel lobby look like you're in California with your Retro decor you should have started by training your staff. And the front desk night shift manager needs to take customer service training. Why did you start with the lobby when the rooms clearly should have been first?
ATLANTA, GEORGIA -- On October 23, 2010 I traveled to Atlanta to take my daughter's cocker spaniel. When I arrived Atlanta I decided that I would need a hotel for a night. So before going to my daughter's place, I checked in at Courtyard by Marriott, Peachtree Dunwoody. When the manager saw that I had a dog, he immediately reminded me that the facility was a dog-free hotel. I assured him that the dog was on its way to my daughter and would not be staying with me. I proceeded to check in and left the hotel with my puppy to deliver it to my daughter. I came back to my hotel room in the early morning hours of the next day.
When I woke up I looked at my bill that had been slipped under the door only to see that I was billed $100.00 pet fee. I immediately went to front desk to make them aware that this was a mistake. The staff were belligerent and made comments about someone hearing dog noise over night. I invited them to inspect my car and my room for a dog and they refused. I finally drove my car to the front desk loading area and checked out so they could see that I had no dog. The attendant agrees that it was a mistake and that she could not correct the charge and only the manager could. But the manager was not on duty that day.
I was asked to leave my phone so the manager would contact me to correct the bill but did not receive any calls. When I called back the next day, they told me the manager was not available that day. I am still waiting to hear from the manager. The staff including the manager do not seem to be customer-oriented.