TUCSON, ARIZONA -- 2 days after our stay at the Courtyard Marriott in Tucson, my husband and I saw on our online banking, that Marriott had charged us 1000.00 for our overnight stay! When I called to ask the manager ** what was the mix up, she said "Oh that is for the TV that is missing out of your room.." I said.. "ARE YOU ** INSANE?" She said that if we had a problem.. "Call the police," then said that she was not going to talk to me anymore about it! ARE YOU KIDDING ME??
She also said.. after I called from another phone, because she was ignoring my calls after the initial call "You were the last one to go in that room." I said "Oh really? Is there any surveillance cameras there?" She said "No.. we do not have any surveillance cameras here." I said "What??? Are you ** kidding me? How is it that you say I was the last one in the room?" She said "The keycard." I said "OK what time was that?" and she said "That is none of your business, that is company info." Are you ** kidding me?
Long nightmare short... we have a copy of our checkout time of 11:16 am and the police eventually checked the "keycard log" and found that the last entry into that room was 11:22... we did not steal a TV from these money hungry, rude, insane people at the hotel!!! We had to cancel our bankcard, because 3 days after our stay we had an additional charge of 2.50 on top of the 1000.00 that the manager stole from our account! I am still trying to nail this machine known as the MARRIOTT, and I will have my day in court!!!! We still get no response from Marriott. They are keeping our 1000.00!
MARINA DEL REY, CALIFORNIA -- I am still in the midst of the worst hotel stay of my life. I have left msgs. for both the front desk mgr. and the general manager about my complaints/concerns, and NO ONE has contacted me back. My room is ice cold even with the heat cranked up high - I had asked for a king and got a double so I'm lucky to have extra blankets! The tub doesn't drain, the faucet leaks, and worst of all, the shower head isn't tightened and got the entire bathroom and towels wet. I've spent as little time here as possible, but due to the issues, have slept very poorly.
My room wasn't cleaned - I guess because I had to sleep in the other morning as I was freezing! The front desk has not been either friendly or accommodating in the least. I just stayed at a Marriott Courtyard in Seattle in Oct/Nov, and it was nowhere near as bad as this place. I'm writing several bad reviews on multiple travel and review websites, and I will also be pursuing a full refund for this stay.
I guess since I booked it through Priceline it will be more of a challenge, but this place has made my trip horrible!!! I am so upset and unhappy! No one, even if they book with a discount, as I'm sure most of the guests have given the state and disrepair of this property, should be treated so poorly. I will be writing letters to the corporate office, Priceline, my bank, and the BBB, as well as potentially taking further action if warranted I'm sure this email will also be ignored, but I will be taking all of the actions as described above.
I have one more night in this hellhole and then I promise you I will make sure every possible consumer watch site, hotel review, travel site, Yelp, Citysearch, etc. hears about my stay. It would be nice if someone here gave a crap about their job and one of the managers or front desk people actually responded to my complaints and offered solutions. I am so angry and disgusted, as well as exhausted, sick of freezing in this horrible room and the lovely insomnia from it all!
CNCUN, MEXICO -- Long story short... I needed an overnight hotel in Cancun. After researching the Internet, I chose the Marriott Courtyard because I trust Marriott and the Cancun Hotel offered a free airport shuttle. Upon arrival in Cancun I realized I had lost the phone number for the Marriott. I wasn't worried because I expected info would be available in the airport as to how to contact the Marriott. Upon exiting Baggage Claim I was unable to find out how to contact the Marriott even after searching for over an hour, even talking with the representative from the other Marriott in Cancun.
Finally a representative from the Mexico Tourist Industry offered to help. He (**) called the Marriott and spoke to a ** who informed him the shuttle was busy and we should take a taxi and the Marriott would reimburse us upon arrival. When we got to the Marriott the front desk staff (**) informed us that there was no one at the hotel by the name of ** and that we would not be reimbursed. We asked to speak to the manager and were informed that Mr. ** was the Supervisor on duty. He did nothing to help us even though we had the names of the folks at the airport and the receipt from the taxi service. He wouldn't even help us call and check on our lost luggage.
Finally after I was nearing a total breakdown, Mr. ** suddenly remembered that there was an manager on duty, Mr. **. After another 0 minutes or so Mr. ** met with us and offer to buy us dinner. I didn't want dinner - I wanted help in dealing with my scam. None was available leading me to believe that the Marriott Courtyard was in "Cahoots" with the scam. Bottom line, the folks at the Cancun Marriott Courtyard are not your friends!!!!
PALM DESERT, CALIFORNIA -- That's right folks. New rules. No alcohol at the pools... but wait, what are all those people buying at the bar? ALCOHOL! But no, YOU are not allowed to bring ANY of your own. Nope. Not even cans! Walkie talkie, badge wielding guys in red shirts giving shake-downs of people's coolers isn't cool. Especially when so many adults are simply enjoying the family-like atmosphere, like we are, and being very responsible (like adults should).
Here's a crazy thought, pay those same guys to spot people getting out of hand and ask them to leave. You'd likely get applause from the hundreds of RESPONSIBLE people there! Instead, responsible parents have to explain to their kids why the "cops" were talking to them and asking them to leave! Here's another crazy thought: Although I was there with my family and 20 other families from my kid's school. We're not coming back. Too many other choices. Buh bye!
NEW ORLEANS, LOUISIANA -- I had planned this trip to attend my friend's Birthday Party for months. I'm a Police Dispatcher with the VA medical center in Little Rock, AR. I work 12 hour shifts and had just gotten off shift the morning of January 14. After arriving in New Orleans that evening, with very little rest, I attended the party with the intention of leaving early so as get ample rest for the return trip. To my dismay, I was awaken at 0830 by pounding noise and things being dropped on the floor directly above me.
I got up and went down stairs to the Reception Desk. I asked them "Who in the hell is in the room above me?!" I explained the noise and it was at that time that I was told about the construction. Since I am a night shift worker, my early morning rest is very important to me.. and if I had been warned of the construction, I could have opted to stay at another hotel. I've stayed at a lot of your hotels and this is by far the worst experience of them all. The hotel in question is the Residence Marriott on St Joseph St. in New Orleans, La. I'm seeking restitution.
INDIANAPOLIS, INDIANA -- The Marriott East in Indianapolis Indiana has thieves in their employment. My daughter stayed there from July 12th to July 14th of 2010. She forgot some of her things in the room she stayed in. She called me on her cell as soon as she got on the bus heading home. I got the hotel phone number from the schedule of her trip. They told me on the 14th they had her things and needed a credit card number to send it to me. So I gave them my credit card number.
When I received the package I got a used pillow and pillow case. When I called them back they kept telling me that they mailed her things and now they won't even return my calls. BEWARE OF LEAVING YOUR THINGS IN THESE ROOMS. YOU WILL BE ROBBED IF IT IS SOMETHING THEY WANT AND THE HOTEL COVERS BY SAYING YOU DIDN'T HAVE IT THERE.
SAN DIEGO, CALIFORNIA -- We stayed in San Diego at the Courtyard Marriott at the airport the weekend of 4-27-2010. Upon arriving I noticed some pictures sitting on a mantel and I wanted to see how they were attached so I stuck my hand behind the pictures and to my surprised I found 2 needles, YIKES!!!
I took a couple pictures and then called the manager, he stated he would be right up but not to worry because they were probably insulin needles.... My reply was, "Are you kidding, what do junkies use??" ** made it up to our room finally and picked up the needles. He then stated that the GM would contact us on Sunday to discuss... still waiting, I had to ask for him upon checking out. I did finally speak with ** the GM and that conversation was as though I wasn't even there.
Needless (no pun intended) to say, we were given a free breakfast and basically was told it is not a big deal and the free breakfast was enough compensation. I explained to the lovely GM that compensation does not need to come in monetary form but in attitude as well... handled very poor and the room was disgusting. Would advise not to stay at this hotel, not because of the needles necessarily but the attitude was below standard and that is one thing when staying away from home that will not be accepted....
MIDDLETOWN, RHODE ISLAND -- You know I just don't understand this - by now you would think they could get it right. I stay at Courtyards all around the states and every last one I've had a numerous problems. The straw that broke the camels back was St Patrick's Day, I stayed at the courtyard in Middletown Rhode Island - horrible, horrible, horrible. It started with a bunch of people tearing the place up. Couldn't get any rest, there were kids staying there drinking that appeared not to be over 21 that the staff was well aware of.
Now on to the room, I walk into my room - it smells like cigars. At first I blew it off but then I walked into the bathroom, there was hair everywhere. Now I don't know if these rooms are checked before being sold but if they are the person who checks these rooms needs to be fired asap. So I went to the front desk and asked to switch rooms which they had no problem with but the next room was no better but instead of cigar smoke it was body odor, it was so bad I couldn't stay in this room either.
At this point I couldn't take anymore. It was 9 o'clock at night. I packed my stuff up and went to the front desk to check out and to add insult to injury they wouldn't give me a refund. I will never stay at another Marriott again and that's a promise...
SANANTONIO, TEXAS -- I stayed at the Courtyard by Marriott in San Antonio on Loop 410 the last two days. They did not clean my room. When I called to complain, I spoke to a rude lady who identified herself as the "operations manager" who told me off. She commented that they did not have enough cleaning people because the hotel was full. Funny, for the last 25 years, Marriott has been my hotel of choice. They did not try to do anything for me or even seem contrite. Very coarse treatment for a previously loyal customer. This was way out of the ordinary for this company, and totally unforgivable.
CHICAGO, ILLINOIS -- I am a Marriott Rewards Gold member with over 70 nights stayed so far in 2009. I made a hotel reservation to spend 2 nights (17 July-18 July, 2009) at the Courtyard Hotel using the Marriott Reservation line. I found a certificate at the Marriott Gold Member website for a “Treat Yourself to a weekend Escape and a free 2nd night.” I confirmed with the reservation person that this was valid for my stay and he did. He said I just needed to print out the webpage and give it to the desk at check-in.
At check-in I presented the certificate to the front desk. They called the “Marriott Rewards Hotel Resource Desk” and confirmed it was valid and would be honored. I spent the 2 nights at this hotel and just hours before my check-out I received a phone call from the desk telling me they made a mistake and the certificate was not going to be honored and I was going to be charged for the 2nd night. If I would have been told this at the time I made the reservation, or at check-in time, I would have made other arrangements. I have filed a complaint with the BBB and am waiting to hear back from them. They can not get away with this, can they?