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.
I suggest that anyone with a Marriott Rewards account review their account after each stay to ensure that you receive your rewards points. For 3 different stays I had to spend approximately 2 months going back and forth with Marriott to finally receive my rewards. I will avoid Marriott stays in the future and probably use Hilton since they are much more responsive and helpful.
MAUI, HAWAII -- Do not buy a Marriott timeshare. We were told a 2 bedroom lockout room at Maui Ocean would be easy to used to come to Magi, or trade to go other places. This is not true. If you want to travel during school holidays or summer good luck. We have submitted requests on the opening day, for multiple resorts, and multiple dates. We have been successful one time. We can't even go to our home resort. Unless you can take your kids out of school to travel you will be bummed.
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.
PALM BEACH SHORES, FLORIDA -- My family and I vacationed at the Marriott Ocean Point. We entered that resort happy and lice free. We left the following week with a full blown head lice, all 4 of us. The Sunday we left we went straight to the Pharmacy. The Pharmacist told us we had head lice. We frantically call the hotel to warn them about the infestation. They did not seem to care. I feel so bad for the next family who will use that room.
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.