WASHINGTON, DC, DISTRICT OF COLUMBIA -- I stayed there for a weekend with my Pitbull. That is right with my dog. The staff was great. Nobody gave me grief about the type of breed, and was very sweet to him. The room was immaculate. The complimentary breakfast was ample with plenty of variety, fresh and delicious. The staff is extremely helpful in all matters and very polite. They made my DC visit a pleasurable experience and I will be staying there again upon my future visits to DC.
I recently stayed at the Marriott's London Regent's Park Hotel. The hotel is actually in/near the Swiss Cottage area.
The hotel staff is non-responsive. The hotel rooms and hall has a musty odor. As a Platinum Member, I was not treated well at all, I can not imagine how others would be treated. The maid did not pick up used cups, and never changed our sheets, but took the time to take the water bottles we were keeping cool in the mini–bar fridge out. I would not recommend staying.
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.
FAIRFAX, VIRGINIA -- I am a frequent business traveler and have stayed at many Marriott hotels over the course of the last year. I have generally had good experiences with Marriott but at the Marriott Courtyard in Fairfax (Dunn Loring), VA., the hotel staff's assistance fell short. I returned from work on 12/07/06 to find my laptop stolen from my room.
I immediately informed the staff who consoled me about "my loss" (I should have suspected something was up from the beginning...). I insisted that the laptop had been stolen and not "lost". I was referred to a claims section and waited for almost two weeks before I was told that I would receive no compensation as I could not "prove" that the laptop was stolen.
In a sense, despite my long association with Marriott, I was being called a liar -- and worse. I strongly suspect that the hotel staff opportunistically used the open door of my room to lift the laptop while the maid was cleaning. However, there is little that a traveler can do to prove this. As Courtyard advertises itself as a hotel for "road warriors", their handling of this theft leaves much to be desired.
I recommend that all guests check in their laptops while staying at this hotel as theft would seem to be a problem. As there is room for only a few laptops in the hotel safe, the care of 50+ laptops or more might be impossible and fully contradicts the image of Courtyard as a place to do work while in the room. As well, this would seem to repudiate the whole idea of having high speed internet in the room. It seems that Marriott would like for you to be able to work, albeit at your own risk.
After this wake up call I will be much more vigilant about laptop security at least within a Marriott hotel. I encourage others to be careful and cautious when staying at this location. I suppose that I'm most troubled by Marriott's attitude by which it was almost expected for this type of thing to happen with the hotel staff mildly concerned at best. I note that although hotel laws (VA) state that "valuables" should be deposited in the hotel safe, these were written in 1982, well before the advent of laptop computers.
I wasn't even aware that the safe deposit boxes behind the front desk could accommodate a laptop PC (they will but most can handle just three or four in total). I would like to be compensated, at least in part but Marriott tends to take a hard line with regard to theft. I encourage that guests be warned fully of the risks associated with leaving laptops in hotel rooms when they depart.
BALTIMORE, MARYLAND -- I stayed at the Marriott Courtyard in Baltimore during a business trip in March 2006. I arrived on Sunday March 12 and I departed on Thursday March 16. During each day of my stay, I had trouble with the internet service provided by Golden Rod. I discussed the matter with Golden Rod and hotel staff every day for approximately an hour. I was first told that I was the only person who ever had trouble.
Later I was told numerous occupants had problems. I was also told that a virus on another computer, heavy rain in another state and a defective hotel server were causes of the problems. On Tuesday I was told the network was dead because the server was being replaced. Later I was told it was not replaced. After I made arrangements to depart early, an assistant manager, **, apologized for the hostile comments made by another assistant manager about my actions being the root cause of the problems. He said he was drafting a letter of apology.
I complained to the Marriott guest services but they said they could not help. I complained to Golden Rod managers twice but no one responded. I left messages for the general manager but I was never able to reach her directly. Later I learned ** left the hotel before taking any action. My final request was a list of Golden Rod properties but I could not get this information.
However, the Golden Rod staff stated that they handle internet access for numerous Marriott properties. I also had problems with Golden Rod in Monterey California but the hotel manager arranged for me to obtain wireless access at the hotel across the street. My recommendation is to make sure that Golden Rod is not the wireless provider before booking a Marriott hotel if you need internet access during your trip.
During a recent stay at an "upscale" hotel I arrived in my room to find that the AC didn't work. They sent someone quickly to fix it. I then had an issue with the high speed internet not working and even after reporting that it wasn't working right it took 2 days to fix and I was billed for the 2 days that it didn't work properly. Upon checkout I noticed that the bill was being charged entirely to my personal card when it should have been charged to the corporate card for the company I work for. I brought this to their attention and it was promptly corrected, or so I thought. I was given a bill for my incidentals only and proceeded with checkout by paying for the incidentals off of my personal card.
2 weeks later as I was reviewing my bank statement I noticed that Marriott had indeed charged my personal card for the entire stay without my authorization. I then called the Hotel and was told that it would take 2 weeks to fix. I asked to speak with the manager and was told that they could not charge the card that the reservation was made on because they didn't have the number. When I told them that I would be contacting my lawyer I was told that they found the number and would fix it in 2 days.
2 days later the money did not show back up and I called again and asked to speak with the General Manager and he informed me that the number they had from the reservation credit card was incorrect and that they had to charge someone. I told him he should have contacted the individual that made the reservation and that he illegally removed money from my account without prior consent from me and without a receipt. After numerous days of contact the money was credited to may account. Approximately 5 days later.
They then proceeded to contact my employer and complain about my calling them and being upset with them which in turn caused my employer to come to me and tell me that the complaint was filed and that I should no longer take my monetary affairs into my own hands. This put me in a very tenuous situation at my job. This situation has caused me to never again stay at, contact, or recommend one of these hotels to anyone I know.
CHARLOTTE, NORTH CAROLINA -- On September 1, 2003 my husband and I checked into the Springhill Suites, Kings Grant Springhill Suites, 7811 Gateway Lane NW in Concord, NC. After spending the weekend visiting family in Baltimore we went to Charlotte to visit our son for his birthday. After checking in we realized that we only had two fiberfill pillows and the other two were down. I am allergic and have to sleep on fiberfill.
My husband went to the front desk to get two additional fiberfill pillows. He was told that they had no extra pillows, but they could give him directions to the WalMart to purchase two. This was unacceptable. Although, they offered no other assistance. Then after a very restless night, the fire alarm went off at 6:50am. After grabbing robes and shoes we opened the door to find that the alarm was not sounding in the hall and no one else was in the hallway.
After returning to our room, once again the alarm sounded. My husband went down to the desk and was informed that yes some rooms were having malfunctioning fire alarms. They had called someone to investigate the problem. There were no apologies offered for the inconvenience or any such concerns expressed. After an hour or more the alarm ceased to alarm as it had periodically. So we dressed and checked out.
Upon check out, my husband let the front desk know of the pillow incident and they informed us at that time that had we asked they could have gotten pillows from an unoccupied room for us the night before. However, this remedy was not offered the night before when we could have used them. When asked about the fire alarm we were told that yes they believed that system had been fixed.
Still no apology for our inconvenience or being so awakened. We felt that due to this experience we will no longer be staying at Springhill Suites because this hotel showed no concern for customer service. We have stayed at a Springhill Suites in Pittsburgh and had a pleasant experience. However, we are concerned that we may encounter this poor customer service again so we will find other accommodations. Thank you.
HOUSTON, TEXAS -- As a frequent user of your company, I feel obligated to share with you my experience. I booked a reservation for my client Mr. John ** at the Marriott JW Galleria, Houston, Texas for the night of April 24, 2001 (1 night) directly in the hotel CRS system. With the booking I directly received a confirmation number (CF # **).
In addition to receiving the confirmation, I called the hotel property directly to ensure/re-confirm that they were in receipt of such confirmation and to make sure they reflected such a reservation on their side. The in-house reservations department assured me that they saw the reservation as confirmed and that my client would have a room confirmed at the concierge floor. In-house reservations never mentioned that the property was overbooked or that there was any threat of a room not being available.
Nonetheless, when my client arrived at the property after a long flight, he was advised that they could not accommodate a room for him. As a result, he was walked over to the Ramada Galleria, which was described by my client as a complete "dump". If a guest is to be walked, at the minimum it should be a comparable property.
In my opinion there is no excuse for what occurred here; Marriott is supposed to be a dependable, reliable property, with an excellent level of customer service. In this incident, Marriott has failed to service (1) the client and (2) the travel agent.
To help keep me and my client as potential future customers, I would like the following for my client: Mr. John ** (1) Entitlement to complimentary 2-nights stay at any Marriott property with complimentary free room upgrade certificates included. At the very least I would like a response from your company regarding this incident.
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!!!