emilymU7961NY
Couples · December 20252/10
So I’ve stayed at plenty of Marriott properties, and this was by far the most disappointing experience — all thanks to the manager, Monique. My boyfriend is a Gold Elite member, and the way we were tr...So I’ve stayed at plenty of Marriott properties, and this was by far the most disappointing experience — all thanks to the manager, Monique. My boyfriend is a Gold Elite member, and the way we were treated was honestly like we were random people off the street instead of loyal guests.
When I checked in, I politely asked about a room upgrade under his account — something every other Marriott we’ve ever stayed at does automatically without us even needing to ask. Instead, Monique snapped that it “wasn’t offered with my reservation.” Weird, because again, we’ve NEVER had this issue anywhere else. But fine, I didn’t argue.
We went up to the room, and my boyfriend immediately noticed a smell and was unhappy with the setup. So we both went back down together to ask again. I was standing right next to him when Monique looks at him and says, “Like I told the other person who checked in…” (AKA me), and then claims that “they must have left out” the detail that upgrades aren’t allowed because of balcony maintenance. Funny, because she NEVER mentioned that to me at all. I was literally standing there in shock.
To make it even worse, I watched her hand bottled water to another guest checking in without them even asking — meanwhile, we weren’t offered a single thing. Not even a hello with a smile. Nothing. Absolutely NOT the treatment Gold members should receive. This was rude, dismissive, and completely unprofessional.
The only good part of this stay was the valet team — they were amazing, friendly, and actually represented the hospitality Marriott is supposed to stand for. Monique, on the other hand, needs serious retraining or a demotion because she does NOT reflect Marriott standards in any way. This was honestly sad and unacceptable.Show More
