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Courtyard by Marriott Complaint - Horrible Service At Atlantic City Marriott - Atlantic City
Complaint
ATLANTIC CITU, NEW JERSEY -- We booked a room at the Atlantic City Marriott on the above mentioned date and had the worst experience ever.
We checked in late around 7:30 and when we walked into the room the Air Conditioning was not working. On our way out to visiting the casinos, we brought the issue of AC not working to the front desk. The lady took down the room number (#1108) and even a guy called Ryan, who helped us check in was also there. We came back around 2:15 am in the room and to our surprise, the AC was never fixed. I called back again at the front desk and Ryan picked up the phone. When I asked about why the AC has not been fixed, he asks me ...oh..your AC is not working, what room number are you in...etc etc.. He asked me who did you tell at the front desk regarding the AC prior to this call and I said some lady... He answers back saying.. she is a trainee and she might have forgotten....
Is that my problem if the people at the front desk are trainees and they forget stuff?
Then again Ryan said that he is sending someone to the room to fix the AC, else if not fixed he would give us a different room to sleep.We waited and a guy named Andre turned up... The temperature inside the room was 76 and he upped it to 85 and when I asked ahy he's doing that, he said that by doing this the AC should start. We waited for the room temperature to go from 76 to 78 and the AC did not work at all, when we tried lowering the temperature.
I called back at 3:00 am again and Ryan said that he can shift us to a different room on the same floor to sleep, so I asked him that we are already so exhausted, if it'll be fine to leave the luggage and just move and sleep for the night. He wasn't sure so he said that you can talk to my Manager, a lady named Christie, who I feel is the rudest person I have ever talked to. When I explained her the whole story...she said that they don't have maintenance after 7:00 pm and I told her that Ryan send the guy name Andre to check the AC. She said that Andre is the security guy and not maintenance....I asked her that how am I supposed to what kind of a guy "Andre" is??? Do I own the Marriott??? She said the only thing she can do is that at 3:00 am in the morning, I will have to move all my stuff to a different room and sleep. and then she hung up on me.
How do you expect a person to move their stuff at 3:00 am in the morning? Is this the kind of service Marriott offers?
Till now, I only had the Marriott rewards card as we always believed in keeping one hotel for all our traveling needs...but seems like I will have to change it to a different one...
I am so disgusted and annoyed by the amount of service provided at the Courtyard Marriott in Atlantic City. We paid a total if $125 for the night and what do we get...no comfort and exhaustion.
Disgusting is the word.... Majorly for the people at the Front Desk.
We checked in late around 7:30 and when we walked into the room the Air Conditioning was not working. On our way out to visiting the casinos, we brought the issue of AC not working to the front desk. The lady took down the room number (#1108) and even a guy called Ryan, who helped us check in was also there. We came back around 2:15 am in the room and to our surprise, the AC was never fixed. I called back again at the front desk and Ryan picked up the phone. When I asked about why the AC has not been fixed, he asks me ...oh..your AC is not working, what room number are you in...etc etc.. He asked me who did you tell at the front desk regarding the AC prior to this call and I said some lady... He answers back saying.. she is a trainee and she might have forgotten....
Is that my problem if the people at the front desk are trainees and they forget stuff?
Then again Ryan said that he is sending someone to the room to fix the AC, else if not fixed he would give us a different room to sleep.We waited and a guy named Andre turned up... The temperature inside the room was 76 and he upped it to 85 and when I asked ahy he's doing that, he said that by doing this the AC should start. We waited for the room temperature to go from 76 to 78 and the AC did not work at all, when we tried lowering the temperature.
I called back at 3:00 am again and Ryan said that he can shift us to a different room on the same floor to sleep, so I asked him that we are already so exhausted, if it'll be fine to leave the luggage and just move and sleep for the night. He wasn't sure so he said that you can talk to my Manager, a lady named Christie, who I feel is the rudest person I have ever talked to. When I explained her the whole story...she said that they don't have maintenance after 7:00 pm and I told her that Ryan send the guy name Andre to check the AC. She said that Andre is the security guy and not maintenance....I asked her that how am I supposed to what kind of a guy "Andre" is??? Do I own the Marriott??? She said the only thing she can do is that at 3:00 am in the morning, I will have to move all my stuff to a different room and sleep. and then she hung up on me.
How do you expect a person to move their stuff at 3:00 am in the morning? Is this the kind of service Marriott offers?
Till now, I only had the Marriott rewards card as we always believed in keeping one hotel for all our traveling needs...but seems like I will have to change it to a different one...
I am so disgusted and annoyed by the amount of service provided at the Courtyard Marriott in Atlantic City. We paid a total if $125 for the night and what do we get...no comfort and exhaustion.
Disgusting is the word.... Majorly for the people at the Front Desk.
Comments:
Posted by spiderman2 on 2008-07-01:
What exactly prevented you from moving your stuff to another room. It shouldn't have been that difficult. They offered you a solution and you didn't accept it.
Posted by Anonymous on 2008-07-01:
AC in the middle of the night?? Did they ever get the issue fixed?
Posted by Hugh_Jorgen on 2008-07-01:
Sounds like they tried their best under the circumstances to make it right.
Posted by Crown Jules on 2008-07-01:
I fail to see any horrible service here on the part of Marriott. You, OP, on the other hand, seem to have a major attitude problem based on your overuse of sarcastic comments. Maintenance wasn't available at 3:00 in the morning (what a shocker!) and you refused their offer of a new room. What exactly did you expect?
Posted by Anonymous on 2008-07-01:
"How do you expect a person to move their stuff at 3:00 am in the morning?"
The same way you carried it in. If you had complained about no A/C and they said "too bad, stay in the room and we'll fix it tomorrow." you'd have had a legitimate beef.
Your insistence on leaving your baggage in one room while sleeping in another is a bit odd.
The same way you carried it in. If you had complained about no A/C and they said "too bad, stay in the room and we'll fix it tomorrow." you'd have had a legitimate beef.
Your insistence on leaving your baggage in one room while sleeping in another is a bit odd.
Posted by dekydrose on 2008-07-01:
Trixta...you read my mind. That comment about how they could expect someone to move luggage at 3 AM was laughable to me.
As far as the OP's idea to leave her luggage in the room and get a different room...that's a HORRIBLE idea. When a guest changes rooms, the old room is then placed as available in the computer system. What if, the following morning,a guest arrived and requested early check-in and had the same room type as the OP's former? Then, on TOP of a broken AC unit, the OP would possibly find his or herself with missing items.
As far as the OP's idea to leave her luggage in the room and get a different room...that's a HORRIBLE idea. When a guest changes rooms, the old room is then placed as available in the computer system. What if, the following morning,a guest arrived and requested early check-in and had the same room type as the OP's former? Then, on TOP of a broken AC unit, the OP would possibly find his or herself with missing items.
Posted by FORREALIAM on 2008-08-22:
WOW HATE MARRIOTT What a chip on your shoulders. Ok let me guess since it sounded to me that they tried to help at 3AM Was it the free casino drinks or the fact that you lost your mortgage payment at the casions that brought out the anger? Just because your a Marriotts Reward Memeber doesnt give you any right to treat the hard working people like crap. Give respect recieve respect. I for one always stay at Marriotts and even when problems come up they always make the best effort to fix it. Your the guy in the check in line that complains it took 2 mins longer because the clerk also had to deal with the phones. Do us other loyal Marriott guest a favor and go to a Motel 6 your giving us a bad name.
Posted by Slimjim on 2008-08-22:
I'm with the others, how long could it have taken to move whatever you brought to another room right on the same floor. They did the best they could by offering you another room and you refused to cooperate by bringing your belongings to it and instead, illogically insisting on leaving them unattended in a completely different room they obviously would need the key back/reset lock for.
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