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. Kay, Lori, Ericka, Natalya, Rebecca, Lisa, Julio and Gordon 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. Al, Anthony, Doug and David 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 Al and Anthony 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 led 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. Julio who is an older Hispanic man who has been smiling happy joking and used to wear "my name is Julio, 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 gray 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.
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.