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 out run 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.
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.
BEIJING, CHINA -- After being sent to the Spa at the Beijing Courtyard (down the hall from the hotel), I was sexually assaulted and my adult daughter harassed by members of the spa. This spa is associated with the Marriott, charges massages to the room, and has special Marriott prices, and brochures in each room. It is the only spa that the Courtyard Beijing uses.
After a weekend of frantic calls and emails, I continually got the run around and told to talk to management at the hotel. No one spoke English. I finally got consumer complaints on Monday, only to be verbally abused and demeaned by 2 supervisors. They refused to connect me with their legal department.
The details of the assault and harassment are humiliating and painful. I have had no assistance, and only the Beijing Courtyard will speak to me. They are insisting I speak to them with the spa people and have a translator. To this date, they will give me no information as how to proceed. I am appalled, damaged, hurt, and in shock. I have been a Marriott Platinum member for years, and cannot believe the casual treatment I have had.