[X]
Write ReviewJump to 
6
Helpful
Votes
Votes
Marriott International Complaint - Unsafe Area -- Stay Away!! - Unsafe Area
Complaint
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.
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.
Comments:
Posted by bargod on 2008-03-20:
While their attitude was very poor you are not thier responsibility off hotel grounds. In third world type countries like that it is dangerous to be off hotel grounds after dark. I had a similar event happen to me in Costa Rica,I was confronted at gunpoint just a couple blocks from my hotel when I ventured out after dark. Crime is everywhre.
Posted by Hugh_Jorgen on 2008-03-20:
Bargod is right - it's hard enough for them to keep their own property secure in these third world countries - much less the neighborhood surrounding them. How far do you suggest they patrol? Two blocks? Three? Four? Then what happens when your husband gets mugged five blocks from the hotel?
You own it to yourself to be aware of your surroundings and know when and where you can roam.
You own it to yourself to be aware of your surroundings and know when and where you can roam.
Posted by Anonymous on 2008-03-20:
I can't imagine any hotel advertising to their customers that their place of business is located in a dangerous area. They, like you, are responsible for their own property. If you venture from that property, you do it at your own risk.
Posted by Ponie on 2008-03-20:
I thought *all* of Puerto Rico was unsafe.
I agree with Hugh. Should the hotel or local police (if there are any) be responsible for crime control? I'd take the same stance the hotel took.
I agree with Hugh. Should the hotel or local police (if there are any) be responsible for crime control? I'd take the same stance the hotel took.
Posted by yoke on 2008-03-20:
You can get robbed even in the best of areas. It is your job to make sure your surroundings are safe.
What was your husband doing out alone at night in an area he did not know?
What was your husband doing out alone at night in an area he did not know?
Posted by spiderman2 on 2008-03-20:
I totally agree Ponie!
My questions are (1) Why is your husband being a physician at all relevant to your complaint? Do they owe him a higher standard of care because he is a doctor?
(2) Did you use a travel agent or book this hotel online? A travel agent would be able to direct you to a safe hotel and/or area.
The hotel is correct, they do not need to provide your husband or anyone with security when they are off the grounds.
My questions are (1) Why is your husband being a physician at all relevant to your complaint? Do they owe him a higher standard of care because he is a doctor?
(2) Did you use a travel agent or book this hotel online? A travel agent would be able to direct you to a safe hotel and/or area.
The hotel is correct, they do not need to provide your husband or anyone with security when they are off the grounds.
Posted by maria george on 2008-03-20:
Yoke....Who told you that my husband was out at night? Try to read more carefully before posting your comments. In addition, two blocks from our hotel is hardly like roaming miles and miles from your destination. We do have common sense; however when we travel we also rely to a "certain" extent on our reputable hotel, i.e. Marriott, not a fly by night motel.
When we travelled to Cancun a couple of years back, we stayed at a Marriott there. The hotel staff gave ever guest a MANDATORY 15 minute meeting session, where they informed everyone of sketchy areas, certain nefarious events, and unsuspecting circumstances. This thoughtfulness was extremely helpful, not only for us but everyone especially those visiting Cancun for the first time.
Yoke, it seems like your advocating that my husband should be chained to the hotel area. Is it not right that a traveler venture out a few blocks from the resort? Good Lord!
When we travelled to Cancun a couple of years back, we stayed at a Marriott there. The hotel staff gave ever guest a MANDATORY 15 minute meeting session, where they informed everyone of sketchy areas, certain nefarious events, and unsuspecting circumstances. This thoughtfulness was extremely helpful, not only for us but everyone especially those visiting Cancun for the first time.
Yoke, it seems like your advocating that my husband should be chained to the hotel area. Is it not right that a traveler venture out a few blocks from the resort? Good Lord!
Posted by spiderman2 on 2008-03-20:
wow maria -- maybe they detected your pleasant demeanor and decided not to speak to your highness. Also, just becuase your husband is a physician does not make him of superior intelligence, I used to work in the medical malpractice field for a defense attorney and have certainly met my share of not too intelligent physicians.
Posted by maria george on 2008-03-20:
Bargod...Since when is Puerto Rico a third world country? The last I heard it was part of the USA. Did something change these past 2 months? Please enlighten me!
I surely understand that crime is everywhere. What I would like done is in an area where there are 5+ well reputable international hotel chains a better effort at keeping proper security and crime down should be implemented.
I surely understand that crime is everywhere. What I would like done is in an area where there are 5+ well reputable international hotel chains a better effort at keeping proper security and crime down should be implemented.
Posted by maria george on 2008-03-20:
Hugh -- I can completely understand that a hotel can't and shouldn't be responsible for security issues for miles and miles away its property line, but a 5 block or so radius is very much within its responsibility.
Posted by Anonymous on 2008-03-20:
I understand your complaint, Maria. On the other hand, it may be a bit unrealistic to expect a hotel to advertise "In addition to our pool, bistro, and weight-room...we also feature gangs of neighborhood muggers, dangerous and unfenced construction, and a nearby toxic waste dump."
Muggers near a fairly nice hotel? Not so much of a hidden hazard...rich tourists are there. Muggers probably see little point in seeking their victims in the barrio. Seems a bit obvious. In that regard, warning guests about potential muggers would be like requiring the cafe to print "HOT" on the side of their coffee cups. There is an always element of personal responsibilty. All best.
Muggers near a fairly nice hotel? Not so much of a hidden hazard...rich tourists are there. Muggers probably see little point in seeking their victims in the barrio. Seems a bit obvious. In that regard, warning guests about potential muggers would be like requiring the cafe to print "HOT" on the side of their coffee cups. There is an always element of personal responsibilty. All best.
Posted by MSCANTBEWRONG on 2008-03-20:
It's hard to hold a hotel responsible for your safety if you are off the hotel property. Is this some type of resort where the property extends for several blocks? If not, they can't be held responsible for crimes committed while off hotel grounds. It unfortunate that your husband was assaulted. As stated by previous posters, it's a crime ridden world and everyone must be vigilant and aware of their surroundings.
Posted by maria george on 2008-03-20:
Ghost -- well I'll try to go ahead and look past your sarcasm and comment...
SOme food for thought for you: When we travelled to Cancun a couple of years back, we stayed at a Marriott there. The hotel staff gave ever guest a MANDATORY 15 minute meeting session, where they informed everyone of sketchy areas, certain nefarious events, and unsuspecting circumstances. This thoughtfulness was extremely helpful, not only for us but everyone especially those visiting Cancun for the first time. It would have been nice for this Marriott in PR to do something of the same; however, they were more interested in keeping everything "secret".
SOme food for thought for you: When we travelled to Cancun a couple of years back, we stayed at a Marriott there. The hotel staff gave ever guest a MANDATORY 15 minute meeting session, where they informed everyone of sketchy areas, certain nefarious events, and unsuspecting circumstances. This thoughtfulness was extremely helpful, not only for us but everyone especially those visiting Cancun for the first time. It would have been nice for this Marriott in PR to do something of the same; however, they were more interested in keeping everything "secret".
Posted by maria george on 2008-03-20:
MSCANTBEWRONG - As I said before, it would have been nice to be "filled in" on the safety issues. Isla Verde consists of a approximately a one mile strip of very well reputable hotels such as The Ritz, The Marriott, and Inter-Continental, among others. It is not unreasonable for travellers staying at any of the hotels to venture out among this area and feel somewhat safe.
While we were in PR, we spent a considerable amount of time in Old San Juan and the police presence there was EVERYWHERE. Why can the same not happen in Isla Verde? The answer is because of the indifference the general manager and others are showing in this very serious situation. "It's not MY responsibility -- you got attacked 2 blocks from MY property line!!"
While we were in PR, we spent a considerable amount of time in Old San Juan and the police presence there was EVERYWHERE. Why can the same not happen in Isla Verde? The answer is because of the indifference the general manager and others are showing in this very serious situation. "It's not MY responsibility -- you got attacked 2 blocks from MY property line!!"
Posted by Anonymous on 2008-03-20:
Okay, Maria, you win. MANDATORY safety meetings for all. And, let's not forget MANDATORY lectures about hand washing for guests entering the buffet line! MANDATORY helmets for use in the showers. Muggers in PR a 'secret'? Okaaayyy. Some things are obvious. I wonder how many people buy a pack of cigarettes, unaware of their risk, read the Surgeon General's warning, and say...'Hmmmmm, I never knew that"?
Blame is easier to place than it is to accept partial responsibility.
Blame is easier to place than it is to accept partial responsibility.
Posted by MSCANTBEWRONG on 2008-03-20:
Maria--I don't receive a warning everytime I leave my house to run an errand...um...I could be mugged, shot, raped, killed...I don't receive a warning everytime I get on an airplane...uh...it could crash...I don't get a warning everytime I get into my car...uh...someone could hit me, I could hit someone, it could break down...It's called COMMON SENSE...try it out...it's FREE!
Posted by Anonymous on 2008-03-20:
And American's wonder why when we travel the rest of the World can't stand us. Except the French, they don't count and we don't care.
Posted by maria george on 2008-03-20:
MSCANTBEWRONG -- OKAY I get it UUUUUMMMM, so if you have a guest who then leaves your home and then gets attacked by 5 thieves one inch from your driveway I guess you could care less and have no responsibility since your property line has ended UMMMMM RIGHT???
Posted by Anonymous on 2008-03-20:
I'll have to side with maria on that last point.
Posted by maria george on 2008-03-20:
Ghost -- Let's stick the subject at hand ...I have no comments for cigarette uses, washing hands, etc.
Is there something wrong with a team effort among hotels to make a small area a bit safe? It seems to be working in Old San Juan...why should things be any different in Isla Verde?
I think it would behoove both tourists and the general public. As for muggers in PR -- we had no idea. And YES it would have been nice to be let in on the secret. OKAY? Obviously you have some hidden prejudices huh? We picked to travel in PR for many reasons. One very important one was for that fact that it is part of the USA where the importance of security is foremost.
Is there something wrong with a team effort among hotels to make a small area a bit safe? It seems to be working in Old San Juan...why should things be any different in Isla Verde?
I think it would behoove both tourists and the general public. As for muggers in PR -- we had no idea. And YES it would have been nice to be let in on the secret. OKAY? Obviously you have some hidden prejudices huh? We picked to travel in PR for many reasons. One very important one was for that fact that it is part of the USA where the importance of security is foremost.
Posted by maria george on 2008-03-20:
LOL -- UrFriendlyPirate
Posted by Anonymous on 2008-03-20:
I'm with Lidman on this. For crying out loud, maria george....get with the program, already.
Un-totally-unrealistic maria...my safety is EVERYONE else's responsibility.
Un-totally-unrealistic maria...my safety is EVERYONE else's responsibility.
Posted by Anonymous on 2008-03-20:
I also see that maria george has some growing up to do...put that on your list, sweetie...
Posted by Anonymous on 2008-03-20:
I'm with Leela and Lidman on this one (and everyone else except Maria and Pirate). Seems all Maria and Pirate want to do is fight with everyone. Nothing new with that as far as Pirate goes.
Posted by Anonymous on 2008-03-20:
Why is this post still up?
The moderators can't seem to tell the difference as to the fact that this maria george is only here to start trouble and will only get help from one of this sites biggest troublemakers UrFriendlyPirate and yet the moderators see fit to let this go on while every one else is being attacked! What is wrong with this picture?
Leela is more courageous and straight up then you will ever in you life come close to mg!
The moderators can't seem to tell the difference as to the fact that this maria george is only here to start trouble and will only get help from one of this sites biggest troublemakers UrFriendlyPirate and yet the moderators see fit to let this go on while every one else is being attacked! What is wrong with this picture?
Leela is more courageous and straight up then you will ever in you life come close to mg!
Posted by maria george on 2008-03-20:
Superbowl -- well I guess the disagreement is settled -- HAIL TO THE CHIEF --- HAHAHA
Posted by Anonymous on 2008-03-20:
Maria, darling...I DO have my OWN views. You seem to think that the world should revolve around you, and your problems.
Posted by tnchuck100 on 2008-03-20:
maria, your expectations of the real world are totally unrealistic. As an adult you need to take responsibility for your own safety. You can get mugged in New York even more easily than most other places.
Being argumentative with each member only goes to support many of their opinions that you are, in fact, pompous.
Being argumentative with each member only goes to support many of their opinions that you are, in fact, pompous.
Posted by Anonymous on 2008-03-20:
I'm gonna side with Maria in a number of instances here. Why does the general membership tend to shark new posters?
Posted by maria george on 2008-03-20:
Tnchuck100 -- Here is the difference ...I know about NY. However I do not know of places I travel to -- Get it?
Posted by Anonymous on 2008-03-20:
Chuck, Best Answer.
Posted by Anonymous on 2008-03-20:
I suppose I'll receive a similar lashing as everyone else, but I'll still respond. Maria, did either you or your husband think to ask anyone at the hotel whether or not the area you were in was considered safe or not? I guess I just can't see how this could be the hotel's responsibility to tell you - and I agree with you that you received extraordinary customer service in Cancun where the mandatory meeting was held, but you can't expect that every hotel run its business the same way. Yes it would be nice, but the truth is, it's not going to happen and it is our responsibility to ask the questions if we are at all concerned about our safety.
Posted by Anonymous on 2008-03-20:
wow,looks like i haven't missed much...
Posted by maria george on 2008-03-20:
Justcuz -- Well that's the thing -- we DID ask the front desk staff and we were told it was very safe to venture out, far more out then where my husband was (2 blocks away).
In addition, I do not expect anything less than superior service form the Marriott.
In addition, I do not expect anything less than superior service form the Marriott.
Posted by Anonymous on 2008-03-20:
"Ghost -- Let's stick the subject at hand ...I have no comments for cigarette uses, washing hands, etc."
No, Maria, you merely want someone to salute your "I'm a victim" flag. Sorry. Some of us have a bit more experience (and reality) with regard to how the world works. Nothing to see here...move along.
No, Maria, you merely want someone to salute your "I'm a victim" flag. Sorry. Some of us have a bit more experience (and reality) with regard to how the world works. Nothing to see here...move along.
Posted by Frank on 2011-07-27:
Puerto Rico most dangerous. Stay away please. Stayed at the Marriott 10 days in 2009 due to my nephew being attacked. Hospitals and police service suck there. Finally got him back to the states where he ultimately died. Thanks Puerto Rico. No warnings from the front desk or staff of dangers
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
Recently Discussed:
- Marriott's $250 Smoking Scam - washington DC mariott
- Rip-off ... charging for alleged smoking...charging an extra day on credit card - hotel stay
- Bad Business - Rodent In Hotel Room
- Rodent Found In Hotel Room - Hospitality
- Bad experience from check-in to check-out - Spring Hill Suites by Marriott Dania, FL.