MACON, GEORGIA -- I was hired on to the Marriott team in early October. The hiring process was disorganized, and I almost turned the job down after the official job offer because of the ordeal. I was scheduled prior to completing orientation, the newly hired director of human resources seemed to be rather incompetent in his position and it took days to complete each step in the drawn out process.
Once I was finally cleared to work, I was asked to come train for the first day on my birthday. It was stressed that they were going to be very busy and desperately needed me to work. I agreed and stayed until after 11:30 PM on my birthday. After only 1 day of training, I was on the floor by myself with no manager or supervisor. The supervisor that hired me was never actually scheduled to work with me so I never knew who exactly I needed to report to in case of issues, complaints, or even who to ask for wines and alcohols that needed to be stocked.
Within a week, I came into work and received listed form letter from a supervisor I had never met (Tashina). She listed several duties that my trainer had not gone over with me, and some that I had explicitly gone over with another supervisor. When I finally met Tashina she was rude, unprofessional and handled herself like a teenage entry-level employee. I was surprised to learn that she was actually a supervisor.
She immediately addressed my shoes, which having worked over 2 weeks already, had never received any criticism. She then turned to my co-worker/trainer and said that my shoes were out of dress code, and my pants weren't the right "material". After I was told about the conversation, I waited for her to approach me about my clothes - and never heard from her.
On Halloween, Tashina was scheduled to work all night. She left early to be with her family (I have a 2 year old and would have loved to actually spend the holiday with MY child as well). I had a cami tank top under one of my regular cardigans, but after arriving at work, I was rather uncomfortable leaning over the bar. I made a mental not to wear it again and during the remainder of my employment there, I never did.
However, the next shift that I worked, I was told that Tashina told several other employees that "she didn't know where I thought I worked" and "Kori looks like she works at a strip club". I was MORTIFIED that this was a conversation between a SUPERVISOR and one of my co-workers!
The following was saved on my phone on December 2nd, coincidentally, 3 days before I was suspended for a BOGUS made up event involving giving away free drinks: On December 2nd I was about 5 min late. Tashina talked to wait staff about my tardiness. Said that she had told me I had to be early that day and that I was "always late" Which was NOT true. Told chef I wasn't coming in, and had to find a bartender to work for me because I had called in (I text her and told her I was running a few minutes behind). Text me while I was in the hotel; clocked in at 4:20 but had been there for over 15 min.
When I arrived though, all she said was "oh good, you're here" Instead of mentioning to ME any of the comments about being late. I went to grab food in the cafeteria. When I came back Tashina made sure I saw her check her watch twice.
Meanwhile she was standing around chatting with servers - there was someone at my bar that she could have assisted, but instead spent 85% of the night talking to the two servers on the floor. I'm sure all 3 of them had more productive things to do - such as help run the bar's food, since it's difficult for me to care for guest, remain behind the bar AND run food, and dishes. At about 6:30 I told her and another server (that she was gossiping with) that I was going to grab a jacket before it got too cold and a different shirt. She looked at her watch twice and just nodded.
Sunday, NOV. 27th I had a sweater v-neck. Eli stopped me in the restaurant and told me I needed to cover up and do something about "that". A front desk girl "Bennie" overheard it and went to the front desk complaining that I should be written up because I've been told "repeatedly about my clothes". I returned to the bar to ask one of the servers if she had heard anything about my clothes. She said she had heard Tashina mention once that she "was going to speak to me".
During that conversation, Eli returned with an oversized burgundy sweatshirt. He said he knew that they had spoken to me before about this and that "we weren't going to make a big deal about it". I put the sweatshirt on but was so embarrassed that both times I was reprimanded, was in front of a co-worker. NOTE - no supervisor has ever spoke to me about my attire being out of uniform.
Thursday DEC 1st, I saw Trish before my shift started and asked her about my sweater, explained the incident from Sunday and was told my shirt was fine. The night of the Lady Antebellum concert, we were called in an hour early to accommodate the concert attendees. Aisha put her bank in the bar cash register and when I went to put mine into the Starbuck's register, Tashina told me we were "sharing" the register and that she would move her bank over to one side.
I was APPALLED at the suggestion, but still being new and the bar was already relatively busy, I utilized two sections of the drawer and kept my larger bills in my bank bag, which was slightly confusing - especially given the pace of the event.
At one point one guest requested pineapple juice, and we didn't have any stock (the bar has had continuous problems keeping it stocked). Tashina muttered under her breath that "that was why she wanted the bar stocked yesterday". All the liquor, wine and beer was completely stocked with extra mixers - the ONLY item we didn't have was the pineapple juice.
Around 8, Tashina mentioned something about not getting out till 3 am. I asked Aisha why she thought it was going to take 4 hours to close. Then she told us we were staying till 2 am. Neither of us knew about the change to our schedule and both were annoyed at the disorganization.
We were both discussing why we weren't told previously and I was explaining that I had to be up for church the next morning when Tashina poked her head around the corner and said we could leave at 12 and two other servers could take our places.
When the concert was over, our bar was completely packed. I started taking orders, but when I returned to my register to start a check, there was a female standing at my register with my drawer open! I saw her name tag so knew she was with the Marriott, but wasn't told that other employees now had access to my assigned bank that I am liable for at all times.
I became extremely flustered because when I FINALLY got to my drawer, the RVC had been changed and my card no longer could access my tabs and open checks. I had to wait for Tashina to change the RVC but every time the other server got into the system, it kept happening over and over again.
I was waiting 5-7 minutes between every order because she or another server were constantly in my drawer and it was hard to concentrate when I was worried of my bank was going to be short. I finally said that I would start closing out all my checks so that the other bartender could take orders because patrons were getting VERY upset and irritated.
I could tell Tashina was mad that we weren't staying, but she had told the other bartender to come and there was no efficiency in having 5 bartenders behind one bar. I finally got all of my paperwork done and went into the back office to complete my close-out.
When I came back out, all of the concert-goers were gone, but a wedding party had trickled in. I went behind the bar to help out a little because I could tell they were all struggling. I was loading dishes when Tashina slammed the door, and muttered under her breath (I say this because it was passively directed for me to hear) that she told Ray that we had REFUSED to stay and he was going to discuss it with Mr. **.
I opened the dishwasher back up, finished loading and then went immediately to Ray's office. I asked him if he had a minute and explained that they had only asked me the day before if I could come in an hour early, but somehow failed to mention staying until 2 am.
I told him about sharing the drawer and told him that yes, I didn't want to stay until 2 but when the other bartender showed up, I couldn't work if I wanted to. He seemed surprised that Tashina mentioned him, which led me to believe that she had just been ranting and hadn't even told him the situation at all!
Two days after telling Ray how uncomfortable I was with sharing the drawer, Tashina came to the register and said we were going to have to share the drawer again. Obviously, the situation was not handled because this is against ALL company policies.
*Lady Antebellum- After I spoke with Ray, I came back out and continued helping. Tashina had multiple open checks with no hotel room or name - it was far too busy not to have some kind of system. She didn't know how to make 3 out of 4 drinks that were requested and kept asking me how to do different things in the computer. She was completely inadequate behind the bar and voided a LARGE amount of money from her computer at the end of the night.
Nov 27, she called me to ask if I could drop her bank because she had forgotten to drop it. December 2, she described that Brandy had been fired because she didn't respect Tashina because she was black. I felt as though this was her comparing my employment and Brandy's. I fully respect Tashina's authority, however it's difficult to maintain that respect when she is not conducting herself as a supervisor.
I love working at the Marriott and usually look forward to what the evening holds before each shift. It does make me uncomfortable though when it seems that there is a lot of gossiping being done by supervisors instead of professional conversations between manager and employee. I had informed some of the employees of my intent to speak with human resources about all of these events but ironically, I was suspended before I was even able to complain.
On December 5th, when I reported for my shift, I was told by Tashina that Ray (the Banquet's supervisor) wanted to speak with me. I went over his office and couldn't find him so I clocked in, and while at the punch-in station, found him headed back to his office.
He closed the door and told me I was suspended for giving away drinks and that a manager on duty had "witnessed" it. He informed me that the incident had occurred that past Fri. I told him about an separate incident that I thought he was referring to, he assured me that he didn't have the whole story and would spend the week "researching" the statement that was given.
I gave a written statement to Ray giving details about Friday and was told that If I had any concerns I could speak with Rick, the human resources director. Since I was sure there was obviously a mistake, I took the initiative and time to speak with Rick.
He flat out lied and told me he had no idea what was going on, feigned shock that I had been suspended and wasted my time as I rehashed what happened Friday night. I left feeling assured that this was protocol and that I would be back to work on Saturday. I spent the week worried about my job, my bills and how Christmas would be affected by week out of work.
On WED, a friend called me concerned because the Marriott had posted an open position for a bartender. I texted my co-workers and was told that the position had been posted at work as well. I was distraught that my job was already posted and I hadn't even had the meeting to find out what the accusations were about.
When I arrived on Friday morning at 10 AM, I was told that a manager on duty had seen me give 2 AMSTEL LIGHTS away to two gentlemen guests. I was so mad I started crying. Rick admitted that he knew the whole time "but he couldn't tell me". The manager that supposedly witnessed it wasn't at the meeting, and the time that was given didn't even match up with the guests that would have been at my bar.
Not to mention...... THE BAR DOES NOT EVEN SERVE AMSTEL LIGHTS. I even mentioned to Ray and Rick that that was very odd because few people drink Amstel Light, much less to men drinking it. I explained to them I didn't remember serving Amstel Light at all, and that the manager on duty was walking around the lobby, walking the corridors, and also working the computers at the front desk... How would he possibly have the seen the entire transaction from start to finish and be sure that they didn't pay?
I asked if I was even the server on camera serving the beer. I was told no, that it wasn't on camera AT ALL!!!! I am shocked that this is how the MARRIOTT, an esteemed employer handles employee relations. I worked VERY hard and was passionate about my job. There wasn't a shift that I worked that a guest (often several) didn't compliment me on my service, my conversation or drinks.
I was never told of any complaints, and strived to satisfy every guest that came to my bar. I don't know the REAL reason I was fired, but it certainly wasn't because of two beers, brands that aren't even available at the Macon Marriott bar. I'm sure that the corrupt employees mentioned have done far worse, but I know how bad their decisions affected me. Thank you for your time. Also I have yet to receive my separation notice or w-2.
I have been loyal customers of Marriott Hotels, and 10 years as a Marriott Vacation Club owner. We enjoy the Ocean Club in Aruba, which we have enjoyed three of the past five years. Not only do we love this property and other Marriott Vacation Club locations as a whole, we also invite numerous friends and family to join us on our vacations, booking more rooms at these Marriott properties for these vacations.
Our most recent trip in Aruba was scheduled from October 9th-17th 2009, although this vacation came to a grinding halt on the evening of October 15, 2009, leading to our departure from the Ocean Club and Aruba a day earlier than originally planned.
I have been a guest of the Marriott Resort in Aruba for many years; in fact three of the past five years I've chosen to vacation at your resort. As I had mentioned, my most recent stay was over the past couple of weeks. Although previous vacations have been extremely enjoyable and employees of the Marriott Ocean Club have been attentive and helpful, I am unfortunately left with a sour taste after this past experience.
During this vacation we experience several issues – including one devastating issue, the theft of all our electronic equipment. The events of this week are in chronological order: On October 9, 2009, I checked into the Marriott Ocean Club Resort to find our room 5685/ 5684. We were unhappy with this room assignment since we had: requested a lower floor, and we were facing the Surf Club Resort, also contrary to our requests.
Two days later, on October 11, 2009, the Ocean Club front desk advised us that we could move to the first floor location, which in the past we have enjoyed many times, however we were still not facing the ocean or the pool. This time we were assigned to room was 5185/5184 that once again had lousy views, facing the Surf Club Resort.
My wife wanted to change room again, but I advised against this, as we did not want to spend our vacation changing rooms. I feel after being a Marriott Vacation Club owner for over ten years and having just purchased another Marriott vacation week that I would at least have had the consideration of having minimally a pool view or ocean view room.
Prior to our arrival at the Ocean Club, I had sent an email to the Ocean Club requesting additional services we might need upon our arrival. We did request one addition, a full service cleaning to our suite to be done on the fifth day of our vacation. Every day when we went to our room for lunch, housekeeping was in our room. We asked on each occasion why they were there, as we had not requested daily service.
Unfortunately, we never did get a straight answer from the staff until later. During this time, we always left our laptop out on the kitchen counter, thinking no one would be in our room during certain days. Similarly, other electronic devices were not concealed. We did not expect anyone in our room; therefore, we did not take steps to secure these belongings.
We were vandalized on the evening of October 15th 2009 sometime between 7:00 PM to 9:30 PM; apparently someone knew what was in our room and were watching us to see when we were leaving the premises for an evening out. Although there were no signs of forced entry, we know all security is not 100% secure.
We were thankful, when we returned later that evening, that whoever had entered our room, invaded our privacy, and stole our property, were not still there when we walked into the room. At least we were not physically assaulted. Missing were many items, including all of our electronics, which will reach a value of close to $4000.00. We found left behind in the room an old paper towel with dirt or oil on it, and an unused condom.
We called security, which came and were very helpful to us, followed by the Aruba police. They took pictures and told us they would be moving our room that evening so they can do more investigation that next morning. The night manager came down to our room and gave us our new room 5436/5437, which, incidentally, we wished we had been placed in that room at the start, as it was exactly what we had requested to begin with.
The night manager indicated that we wanted housekeeping every day, to which I replied, “No, you need to review your emails.” She did, and we were given credit back for five days of housekeeping, leaving the charge for the one day we had requested.
At this time we also indicated our vacation was over due to this traumatic occurrence, and requested the Marriott to assist us securing flights and paying any travel charges incurred to return home on October 16, 2009. They told me I would need to do this the following morning.
During the time the police and security were in our room, we kept stressing to them that the exit doors at the end of our hallways, one going to the Surf Club area and other leading to the pool, were never locked or even shut on several occurrences, as we never once had to use the room key to get into the building. We were told no one had brought this issue to the resort's attention. We informed them that we were bringing to their attention and requested to have it fixed, as this was another unsafe security breach.
The next morning we walked over to the former room, 5185/5186, to make sure that we had removed all our personal items from that room as we were in no condition to do so the previous evening due to the stress of the situation. We also wanted to see if the police had come back as promised. We were shocked to find both exit doors at the end of the hallway open, with still no need to use room key, and to find a maintenance man in the room, watching TV.
The room had already been cleaned, and housekeeping advised us some items had been sent to lost and found. The following concerned us: why had the issue with the doors remained unresolved, why was someone watching TV in the room, and, more importantly, why had the room been cleaned prior to police arrival, as potential evidence was in that room. I would hope that the Marriott would not let another family stay in that location until the police and security investigation were both closed.
We spoke to the manager in charge that day, and discovered nothing could be done to reimburse us until the investigation closes. This meant that neither our room bill could not be credited nor our difference in airline tickets. Our vacation was cut short, as we were originally scheduled to leave the resort on Saturday October 17, 2009. We always travel with a large group of people, and this particular vacation we were accompanied by ten of our friends and family. All of our traveling companions have been shocked and surprised by Marriott for attempting to handle this devastating situation without any type of compensation offered to us.
After a month now of our return and many calls to Marriott, vacation club, Ocean Club, etc... We have gotten no place except that they said it is handed over to their insurance company, however their insurance company only handles the actual items stolen and only if Marriott is at fault which Housekeeping does not fall under Marriott. Explain that one!! Plus in speaking with the higher management at Marriott Ocean Club they deny all that was said and promise to us. And Aruban Police will not return calls or Emails.
So end result Marriott does not stand behind their name and do not care about personal safety or satisfaction from their customers... and Aruba has now become a very unsafe island. While we were there a man got mugged in front of La Cabana and was fighting for his life. Think twice before going to Aruba, especially Marriott properties and actually think about ever using Marriott again.
TUCSON, ARKANSAS -- Marriott Hotels. Our employee booked a room for a federal conference with Marriott Tucson University Park. When he arrived he was told that the government rate was only available to federal government employees and the military; we are a county government employer. I called the Tucson Marriott office, tried to talk to them about this matter offering to fax them confirmation of his government employment immediately.
The clerk maintained that he was not a federal employee and therefore not eligible. Realizing that this was going to go nowhere fast I decided to deal with the problem through Marriott's customer care and had every expectation that the complaint would be resolved to our satisfaction.
I wrote to customer care detailing my problem and received a scathing email back for the Tucson property telling me that my employee is responsible for federal and military personnel not being able to stay at Marriott. This is the email:
"I received your comments from Marriott Customer Care regarding Government rates at the Marriott University Park Hotel, Tucson, Arizona. We do offer, as do all Marriott hotels, based on availability, a Federal Per Diem Government Rate. Reservations can be made either on line or through our 800# reservations centers. When the reservations are made it is very clear, both on line and verbally, that to qualify for the Federal Rate you must be employed by the Federal Government and provide Federal ID at the time of check-in.
If an individual makes a reservation under the Federal Per Diem Program and is not employed by the Federal Government they would not receive the Federal rate at the time of check-in, as they are not employed by the Federal Government.
Unauthorized reservations keep authorized Federal Employees from staying with us, in particular our men and women serving in our Armed Forces. I fail to understand why someone not employed by the Federal Government should get that rate. If they for some reason assumed that other rate categories/programs applied, such as State, City and County, they were incorrect. Each entity must stand on its own merit and they are not part of the Federal or Marriott program.
The guidelines are quite clear as to who qualifies for the Federal Government and Marriott Hotels Per Diem Rate Program. We certainly appreciate you and your associates staying at Marriott Hotels and look forward to being of service in the future."
I emailed back and suggested that he read Marriott's own policy about government rates which showed that local and county government are eligible, not just federal government, I inserted a link to the policy. I again received a response with the offer that he would send me the list of who was eligible (I found during all of this that government employers can be pre-approved and I am assuming this is in response to this type of problem. I am copying his email response to this form.
"I just reviewed the list I have as to who qualifies for the Federal Government Per Diem Program. I do not see anywhere on the list the blanked out Authority. If you would share that with me I would be happy to assist. I could also fax to you the list of qualification guidelines and the various Federal government agencies that do qualify. Thank you."
After some email sparring I finally copy/pasted the string of obnoxious email to customer care and asked that they please deal with the problem themselves. I found that Customer Care would not even entertain another side to this story and here is their initial email:
"We have reviewed ** reservation and the hotel's response, and we concur with the hotel's decision. The Federal Government rate requires proper identification to be presented at check-in and since the appropriate identification was not presented the hotel adjusted the rate and the rate change will remain. We regret any disappointment this may cause.
For your convenience I have noted the following government travelers are eligible for the Federal Government rate: Civilian federal government employees. Active military personnel. Federally Funded Research & Development Corporations (FFRDC). Canadian government and military. Valid forms of identification for the Federal per diem include the following: Federal Government-issued credit card. Federal Government picture identification card. Military picture identification card. Travel Orders. FFRDC identification card (picture or non-picture).
If we can be of further assistance, we invite you to reply to this message I responded again with a link to their own policy and received the following: Thank you for contacting Marriott. We appreciate your feedback regarding this matter. As previously stated in order to be eligible for government discount rates, guests must be an active duty member of the military or current employee, of any level of local, county, state, or federal government within the United States. Supporting credentials will be required at the time that the guest checks in to the hotel.
Unfortunately, none of the proper credentials listed on the website could be provided by Mr. **. We apologize for any inconvenience this may have caused."
This is a huge departure from their prior email where they listed only federal and military employees and since ** was told he couldn't use his ID he didn't get a chance to. But suddenly having admitted that the rate is available to all government employees at any level from local through federal. They have gone back to blaming the problem on the fact that our employee could not produce proof. We tried to do just that not understanding that what we could supply would never been enough because of the misunderstanding of their policies.
Having revisited the website this particular hotel has now changed their website to include that only federal government employees are eligible. Several of our staff members saw the website before this change was made. I have been a Marriott gold member for some time and suggested that my employees use Marriott, none of us ever will again. I am amazed that they are willing to lose customers over something so petty that in fact was because of their own ignorance. I received an email from posting this complaint on another forum:
"I read your recent comments to Marriott customer Care regarding the website for Marriott Tucson and the Federal rate program. This website has been standard for Marriott Hotels throughout the United States. The hotel cannot change the criteria on the Web and I assure you the guidelines and words have not been changed, this is standard for all Marriott's. The Federal Program instituted by Marriott Corporation follows the Guidelines and criteria set by the Federal Government. We appreciate your staying with us and look forward to being of service to you in the future."
This guy should do himself a favor and just admit what they did because this is not finished yet. Marriott owes us money and since it is taxpayer's money we would like reimbursement.
COLUMBUS, GEORGIA -- Recently from reward points to hotel reservations, to poorly kept rooms, I have become very dissatisfied with your service at the Town Plaza Suites, from rooms that were petite that was not my reservation; unclean with coffee cups, water bottles left, pans in the sink and these photos are attached on Saturday, May 16, 2009. The camera was not dated because we had to move quickly to go to the Springhill Suites and ** did not want to come up to look; the time was 6:30 pm. With staph infection and swine flu so easy to transfer, I don't know if the room was disinfected at all.
Rewards had me hold on last May 8, 2009 while they call Marriott hotel at Northeast Atl to see if I really stayed there April 8-10, 2009 and July 20-25, 2008. Then coming back and saying there was no record of me staying at the hotel when I'm giving my receipt no. and date when my checking account was debited. Then I gave them the name of front desk manager, ** and they called back and he verified all my information. There is no trust in your hotel for me any longer.
The rewards center had to verify my stay for August 1, 2008 and Labor Day weekend at the Atlanta hotel and even mentioned to me that I stayed free when in essence Richmond County Schools sent a check for $387 for July and I hand delivered this to the clerk and the other dates were deducted from my checking account.
On yesterday when I arrived at your Town suites, Columbus, Georgia and called back to reservations, James helped me while I called ** at the desk to cancel my reservation and set up at Springhill Suites. I used the points to pay for this reservation. The back of the room at Town Suites portrayed a basketball goal, toys, yard that was poorly maintained and one-bedroom mobile homes with no wall to keep customer privacy. When I went down to depart after our phone conversation, ** had left. I then explained to the clerk again, while I was leaving. He told me the manager was ** and to notify him as well. He then offered me drinks and candy.
Finally at Springhill Suites, ** said I was a "Basic" member and could not use points and had to call her manager to see how they could put in the points because she did not see how I could use them although ** at Reservations had set me up using my points. Thankfully, my mouth did not out-speak my mind because she was a basic worker at one of your properties. She then insisted on swiping my card although the room was free. She was very adamant about her manager's names—with an attitude: “** is guest services manager and is the General Manager and gave me the cards for both. If the drive had been less than five hours, I would have driven back home!
Later I spoke to a clerk at Springhill who was ex-military and he was kind and said ** should not have use those words but ** said she was new and does weekends and probably should have called the manager after she had put me in and assigned a room and let the manager (s) handle it, and apologized again--what a friendly guy. He also said not to let that detain me from visiting the property again.
She assigned me a room at the very end of the hall and my disabled mom could not walk to it!!! When I brought it to ** attention, she said: "Could you and the girl with you switch rooms then?" My mom is under doctor's care for a leg would at Doctor's Hospital in Augusta, GA and Edgefield for her mind/aging.
It is with my sincere hopes that these matters will be addressed in the most appropriate manner. My Rewards number is **. To say the least, when I travel, be it one hour or five hours, there is no room for feeling this type of frustration, intimidation, and dissatisfaction.
WESTLAKE, OHIO -- I accompanied my wife on a business trip to the Westlake area again recently and was sorely disappointed in our favorite hotel's decline. One of the best things about that hotel in years past was the consistency of staffing. ** all bent over backwards to make every interaction fun and personal. They knew and acknowledged virtually all the guests by name.
The hotel has declined with the change in management. ** are just awful with the guests. Seem too wrapped up in their own work to care about a simple thing like being friendly and making guests feel welcome. My wife travels for work 29-40 weeks in the year, often I accompany her. This was the worst I have seen that hotel. The GM ** and the red headed assistant, stood at the desk and watched the restaurant full of guests and never went to help. I sat in the lounge and then got coffee and overheard them talking about 'they can deal with it themselves' and 'they can earn their money, that's what I pay them for'. To me that is unacceptable!
As a manager you are there to lead by example and pitch in when needed! I have been in Marriott hotels and seen Mr. Marriott himself walking the parking lot and picking up trash or debris as he went. This hotel is filthy and the associates are miserable. ** who is an older Hispanic man who has been smiling happy joking and used to wear "my name is **, I love this hotel" on his name tag looked so embarrassed by the hotel and how is it now run.
What happened to all of the great associates that used to care at this hotel? Why would the company let this hotel fall so far off the radar map... What a disappointment. I will not come back again. In this day and age of competition there are too many choices.
Westlake must get numerous complaints and Marriott has to have some standards of ranking performance of their hotels. I would bet my retirement that this particular hotel is in decline in all areas. They need to do something before they really start to lose business.
The GM must have little man's syndrome. He is an older grey haired harsh man with no personality. Why a company like Marriott would put him in a position of leadership and representing their company escapes me. I know that sounds strong, but you would not believe the difference. Too bad Marriott doesn't put this hotel on a surprise inspection list. What a disappointment and poor representative of Marriott it is now.
Update: I just posted a complaint regarding the Courtyard in Westlake Ohio. I went back to read it and started reading posts from others who had had issues in the company. What a sad thing. It seems like customer service is dead in the customer service industry today. In hotels what do you sell? The experience. If you can't give a good experience and you don't care about your employees, do you really care about having guests?
Why would you call them guests if you have no intention of taking care of them during their stay? We work hard to earn money and Marriott hotels are not cheap. I am appalled that they have gotten to be such a big company that the consumer is not important anymore and by all accounts neither are the staff if they do not wear a manager name tag. We are looking at the death in customer service. The irony is Marriott has a Customer Care department! Boy are those people overworked if this website is any indication. My condolences Marriott.
NORCROSS, GEORGIA -- On August 4, 2007, our baseball team took a road trip to Georgia to see the Atlanta Braves play. Check in was at 3:00 pm and we arrived at 4:00. Needless to say, the rooms were not ready and we had almost 25 people (14 children) waiting to check in. While we enjoyed the popcorn in the lobby, it was obvious that the hotel was short staffed for the day.
Later that night (around 9), the smell of smoke came into a room that I was in and the room filled with smoke. We did not hear an alarm to indicate a fire but decided to leave the room to make sure everything was OK. Well, the people in the room across the hall had burned a pizza in the microwave and the alarm in their room had gone off. The entire hallway was filled with smoke.
I went to the front desk - in the other building - and they were completely unaware of what was happening. They began receiving several phone calls from people the building to make sure that there was no fire. We happened to have a fire marshal traveling with us and he recommended that they call the fire department. She had to call her manager to get approval and finally about 10 minutes later, Security called 911 (and was put on hold) and reported heavy smoke in one of the buildings.
Once the 6 fire trucks arrived, I had to escort the firemen to the correct room and explain what happened. I asked the lady at the front desk if they could change the rooms of the parents that were on the 2nd floor but she stated that fire department said that everything was fine and they should open the windows and keep the doors closed.
Later that night (at 2:00) - I heard a lot of music coming out the room down the hall and looked outside my room. A bunch of teenagers decided to have a party - with an open room full of liquor and beer. I called and complained and the police came and broke the party up (911- second time). The next morning around 7:00 am - the parent in the room that my 7 year old daughter was staying called to get me to come pick her up because the residents in the next room were in a heated argument and threatening to call 911.
I called the front desk and they sent someone to knock on the door. Of course the people said that everyone was OK but within 20 minutes were arguing again (3rd 911 call). Everyone left that room - so I don't know how that was resolved. Next - I was at breakfast - they had 3 large groups this weekend and so the room was pretty packed. They had a wonderful assortment of breakfast food but when I got the sausage, it was still frozen.
I reported this to the attendant and he took the pan and warmed it up again. When he brought the next pan out, the meat was still frozen. After the third try, I gave up. Needless to say, this is only my complaint - of the 7 rooms that we reserved, each guest had a laundry list of items as well. When we tried to complain the day before, we were asked to wait until the manager came in the next day.
Well, I waited in line and listened to several guest demand a refund when checking out. They had complaints that ranged from dirty rooms, bugs in the rooms, late check in and missing towels. These people were offered their room for free and 2 free weekends to any Marriott. I wasn't going to make a big deal but when a guest got 2 free weekends because she didn't have any towels, I just knew that my issues by far outweighed theirs.
When I spoke to the assistant manager - (she didn't notice that I was standing there when she offered these amenities to the people in front of me) I was informed that she would have to check with her manager before she could offer me any type of compensation. I asked her to call her manager. She informed me that he was out of the office for the next week for training.
I asked her for the corporate office number. She informed me that they were not associated with a corporate office since they were a franchise. I asked for the GM's phone number - which she gave me. I called the number from my cell phone and would you believe that she had the audacity to give me the wrong number. I handed her the phone so that she could hear that it was the wrong number.
She did not offer any other resolution. She kept telling me that I would have to wait until her manager got back into the office. I asked her how could she offer the other guests the free weekends - she lied and said that they had complained the day before and she had gotten pre-approval from the manager (that was out of town for a week) the day before.
I went outside and tracked down one of the guests - who informed me that she had just complained that same day - not the day before. I asked the Assistant Manager to take my phone number and have the GM call me at his earliest convenience. I still have not heard back from him.
At that point, I am fuming...I called the reservations line who transferred me to Customer Care at the Marriott corporate office. I am awaiting a response from a District Manager because at this point, the locally owned franchise General Manager can not do anything to resolve this situation.
Most of my issues were completely out of the hotel's control and a simple apology would have sufficed but to have a member of management treat me as rudely as she did, refuse to provide the corporate number, and provide an invalid number to contact the General manager is completely unacceptable. I am trying to get resolution at a District Level but it is taking a bit too long for a response and for every day it takes, another complaint message board will be found.
RANCHO CORDOVA, CALIFORNIA -- The weekend of Father's Day my fiance, our 4 children and I decided to go visit family in Northern CA. This trip was to include camping, fishing & family fun with cousins I haven't seen in years! On the way home we stopped off in Rancho Cordova to see my fiance's best friend, family & new baby. The decision was made to stay the night. We saw a strip of hotels off the freeway and went over to get some price quotes. I saw the Marriott Residence Inn and said let's stay there since I was a rewards card holder. The front desk gave us a 'special' rate that we couldn't pass up.
We brought in our things, took the kids swimming & washed a few loads. I was content. After returning from going back to our friends' home we parked our vehicle in plain sight of our bedroom. No worries though, I felt pretty safe there. Oh was I wrong! We received a phone call @ 7am to inform us that our right rear passenger window was broken out and it appears to be a break in; that we need to investigate.
So we got up and check out the vehicle to confirm it. Window ripped out and some valuables stolen (in the amount of $1600). We noticed there were no security cameras in the parking lot, nor any security officers patrolling. We went to the front desk and asked to speak with the Manager. We were told that he wouldn't be in until 9am. We were given a report to fill out and told to call the police ourselves to report the incident.
We ate breakfast with the children in the lobby; waiting for the manager. After 45 minutes we asked where the manager was and was told he was 'running errands'. Okay, fine. We took his card and went back to the room and left a voice mail. We then started to call glass companies to come and replace our window. The very first company we called told us that they were just at our hotel the day before from 2 break ins; replacing windows as well. (Are you serious!!!)
So after 3 attempts we finally got someone out to replace the window. We were now 3 hours behind on our trip because we were to leave @ 9 am and the glass company didn't show until 1 pm. Between this time we made 3 more attempts in contacting the manager to no avail. We eventually made copies of everything and left a note for him to contact us. We're still waiting and this has gotten even worse.
By the time we reached home which was 6 hours away by road, we realized that the key to our other vehicle key was stolen. To have this key replaced will cost $200 because of the unique chip inside it. I will never again stay there or advise anyone else to do the same. I'm cancelling my card and putting the Marriott out once and for all. What an inconvenience this has caused us. No wonder there was a special rate!!
DANA POINT, CALIFORNIA -- I mean no disrespect to the individuals that have posted positive remarks on the reviews... However I did not have a great time during my stay. I had sent a letter to the hotel expressing my disappointment with my stay and they offered me an upgrade for my next visit. They couldn't pay me to come stay there again! I respectfully wrote back and told the hotel manager that the least they could do was reimburse me for the time I spent there and the hotel manager never even acknowledged my last letter.
I intend to write a letter to the head of the company. I am so angry at the way I have been treated. I am happy to spend a bunch of money, but only if it is worth it. I had a better experience staying at the Courtyard by Marriott - I seriously mean that! I even sent a letter acknowledging the customer service I received with them. It was fantastic. But here I am paying ~1200 to stay for two days ($1200 is the same as my rent for the month!) and had a horrible experience compared to the Courtyard where I was paying $160 for two days!
The more people I share my story with, the more I hear the same experience that they had themselves. I would highly recommend considering a different hotel if you want to stay in this area or you will set yourself up for disappointment!
I am only giving the highlights of my stay at the Laguna Cliffs Resort and Spa here. There were many things that happened that would take pages for me to share my experience. There are many things they do not tell you up front - such as you have to pay $22 for parking (and valet costs the same) but there is not always parking available.
On a side note here, the funny thing I noticed was there was a lot of junk stored in the garage taking up parking spaces. I had left to run to a local store and when I returned, there was absolutely no parking left. My effort to get assistance from the front desk as to where to park resulted in my being told to park on the street where it clearly says "No Hotel Parking".
Also, be prepared to bring a ton of money to eat in their restaurant. We forked out $13 for 4 shrimp. One cocktail - $10. We called the concierge and asked for a restaurant recommendation for dinner - he gave us one but could not tell us what time it closed and the directions he gave us were wrong - we never found the place after driving around for over half an hour.
Be warned too if you call the front desk for help, you will be bounced around from department to department. Another thing that amazed me was that they charge for internet access. I travel a lot for work - in my $80 a night Courtyard by Marriott room I have free internet access and free parking - at this location you have to pay $10/day and they don't tell you that it starts at noon and ends at noon. So my fiance went to use the internet and only got 3 hours of use before it was shut off and then they charged us twice for it.
Oh and then there is a lovely Sunday champagne brunch - absolutely fantastic - wonderful selection and wide variety and you can eat outside and see the ocean - what you don't know is that it cost 45/person. No one mentions that, there is no sign, no menu, no nothing. That was a unexpected surprise when we received the bill. I do have a couple of positive things to say about the location though - the spa is outstanding. You totally get what you pay for. The service is exemplary! Also, the exercise room is fantastic. Wide variety of well maintained equipment.
I submitted a three page letter to Marriott regarding an extensive number of issues we had while we stayed at the resort (I barely touched on them here) and I never received any response from the Property Manager until after a month had passed. His response was to offer me an upgrade. Who would want to go back to a place that was such a source of stress and frustration? In talking to others, they shared similar experiences. It's unfortunate but my experience has made me want to spend my hard earned money elsewhere.
My husband (physician), infant, and I stayed at the Marriott Courtyard Isla Verde Beach Resort in Puerto Rico (7012 Boca de Cangrejos Avenue) in December 2007. The area of this hotel by far is the most unsafe place we have ever stayed at. The Marriott Hotel staff will have you thinking otherwise -- GUESTS BEWARE!
On our 3rd night there, my husband was approximately 2 blocks from the Marriott when he was attacked by 5 thieves. He was able to outrun them and get back to the hotel, but had to be rushed to the hospital in order to receive 10 stitches on his head.
I have been in back and forth correspondence with the Marriott Hotel in Puerto Rico. The general manager is both indifferent and unbothered by the fact that my husband nearly lost his life 2 blocks from his hotel. He has repeatedly said that his responsibility ends right at the hotel's property line. In addition, he is not interested in trying to implement a cooperative effort with the other hotels in this area for extra security and/or perhaps some extra lighting.
Furthermore, he also will not warn unsuspecting guests, who are unfamiliar with the area's dangers, that they should venture out of the resort at their own risk. The general manager's response is very unlike the customer service we are used to with the Marriott.
In addition, I copied Marriott International, Inc. headquarters on all my correspondence and once again I have been met with indifference. They neither bothered to write back, nor advise the Marriott at Isla Verde in Puerto Rico to take action.
Finally, I also contacted the Ritz Hotel in Isla Verde. The general manager there personally called me at my home in New York and said she would be willing to join in in creating a partnership with the other hotels in the area to implement a security plan. The Marriott Hotel is still uninterested.
Future guests, you should also be aware that when my husband was attacked and ran back to the hotel with blood stained clothes, the front desk staff was proactive in "hiding" his presence. They did everything in their power to keep the incident a secret and still continue to take this stance. It has all been very disappointing indeed and I fear that next time something like this happens it could turn out far worse.
DANIA BEACH, FLORIDA -- I am a frequent business traveler staying in Hotel's an average of 225 nights per year. Most hotels rate average with a few rating as excellent. Fortunately, most hotels do not rate as horrible as the SpringHill Suites located in Dania, Florida. This hotel uniquely qualifies as the absolute worst hotel stay of my career.
The highlights from my stay include: I was charged for valet laundry services that I did not receive. These charges were placed on my American Express card and despite my challenge still remain. I was also charged for store items that I never asked for nor received. I stayed at this property for a total of five weeks and only received housekeeping services on 11 days.
Toilet paper, soap and other items were never replaced and when I went to the desk at night to get items I had to wait extended periods of time for a security guard to bring them to my room. I was checked out of my room midway during my stay and had to check back in. There was no explanation other than being told I must have told them I was checking out, despite all my personal belongings remaining inside my room.
To make a bad situation worse the general manager promised many things that he never delivered. I feel as if the man not only missed out on a customer service opportunity but he intentionally lied to me. I have contacted the property as well as Marriott Corporate on numerous occasions regarding the issues from this stay with absolutely no concern from anyone I have spoken with. I called tonight to cancel my future reservations with Marriott brand properties and the "supervisor" I spoke with obviously was getting paid by the hour and had no sense of ownership nor customer service.
At the start of this an apology would have been satisfactory but now I have reached a point that as a Platinum Marriott member I will have a hard time patronizing other Marriott brand hotels without this issue being dealt with. I will not contact them back. They have my contact information and can use it if they ever decide to get back into the customer service business.