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.
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.
DETROIT, MICHIGAN -- Stuck up customer service. Manager was extremely rude. Charged me for a late check out because I was in my room an extra twenty minutes, which wasn't on purpose. I didn't know the check out time. We had a large wedding group here, and they were threatening to kick us out after one warning of being too loud. So ridiculous, had a ton of people staying there, and then they tried to lie to us about who complained. They said it was the room next to us, but the people who were in that room, were actually hanging out in our room with us.
GLENWOOD SPRINGS, COLORADO -- This place has only been open 3 months so it is brand new and really nice. I feel it my responsibility to warn other pet owners to not go there. The manager was very rude and full of herself about our dog. After one bark almost kicked us out or threatened to. We were holed up in room entire vacation.
In addition they misrepresented info about the rate. We had spent a lot of money and got some very rude people. They struck me as High School grads that had worked their way up and now we're going to show the world they ruled it. I could not get over how rude this manager was. A short, rude ethnic woman that has no business in hospitality. Go if you must but get anything they say that is important in writing because I caught them in several lies. Very disappointed in Marriott's choice of management.
Calgary Alberta Marriott gives you no choice but to utilize their valet parking service, which they charge for. The customer is not allowed to park their own vehicle. In Dec 09 I stayed at the Calgary Marriott and was left no choice but to leave my vehicle with a valet. I received a numbered ticket that did not include any liability waiver. In the morning the vehicle was returned to me with $1500 damage to the left rear. It was reported and investigated and I was advised two months later that Marriott employees were not found at fault for the damage.
As the vehicle was in the care and control of Marriott employees and as it was parked in a facility under the control of Marriott, I am at a loss to come to any other conclusion except that a Marriott employee was responsible for the damage to my vehicle. I am very disappointed in Marriott not taking my complaint seriously and will never again utilize the services of the Marriott or any other business directly associated with Marriott. In addition, no valet will ever park my vehicle again.
FLORIDA -- Make sure you read everything and ask a ton of questions before buying with Marriott. They make it sound so easy to use and even easier to sell when you need to but GOOD LUCK. After 7 years of ownership, our resort is still not sold out and you can not resell. We were told 18 months and we could resell. THEIR CUSTOMER SERVICE PEOPLE ARE USELESS AND TELL YOU NOTHING BUT THEIR COMPUTER SCRIPT. BUYER BEWARE.
AUGUSTA, GEORGIA -- On 11/17/07, I checked into the Marriott hotel in Augusta, Ga. At check-in, I was not informed of a $250.00 bill if they suspect you are smoking in the room. It was late and we went directly to sleep. A bill for 246.00 was slipped under my door early on the 18th. When I awoke and was gathering my belongings, I noticed a small card on a desk that I had never approached. It stated that a $250.00 "cleaning" charge would be added if there had been smoking in the room!!
Had I been informed of this at check-in, I would have chosen a better hotel as Augusta is full of wonderful hotels. Spending two hours cleaning the room, I checked out at noon. Imagine how I felt when I received my credit card bill and was billed for an extra day!!! Not smoking damage. Not cleaning... but an extra day!!! The "manager" claims they have "pictures"...do they have videos in their hotel rooms???
I urge everyone to avoid Marriott like the plague... Not only will they add anything they like without proof... they now claim they "photograph" where you stay. I have stayed in many, many hotels over the last 35 years, and have never had such a negative experience!!!
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.