Marriott International Complaint - Laguna Cliffs Resort and Spa Pathetic Excuse for a Resort and Spa
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.