jilleB4173RF
Family · October 20254/10
We were part of a room block for our son's wedding. This property was not up to Marriott Bonvoy standards. The front desk staff was poorly trained. When my sister-in-law tried to check in, they gave h...We were part of a room block for our son's wedding. This property was not up to Marriott Bonvoy standards. The front desk staff was poorly trained. When my sister-in-law tried to check in, they gave her the key to a room that was occupied. Lucky for her, it was my son's room, but that could have been a very dangerous error had it been an angry stranger. When she returned to the desk to tell them that room was occupied, they did not apologize, but rather told her that she did not have a room, despite the confirmation she had. She asked for my help and I watched the clerk try to give her both of my room numbers (we have the same last name) and her parents' room number (also same name) before I told her to please note the different first names, at which time she was finally able to find her room. Again, no apology. AND when I got my bills, they had my sister-in-law's signature on them! Surely when you host wedding blocks, there are multiple people with same last names checking in?
The next day, a member of our party saw a mouse in the breakfast area. She told the front desk who, again, did not apologize, but just said "I will let them know".
On Sunday morning, we had a goodbye brunch planned for our group (for 80 guests). It was confirmed ahead of time for 10am and confirmed again on Thursday when the bride's mom checked in. When our guests arrived at 10am ready to eat, the kitchen staff informed us that they had been told it was for 10:30. They at least DID apologize and tried their best to get the food ready quickly, but it was still 10:30 before we could eat. Unacceptable.
I never received a survey, so I had to go out of my way to share these issues with the hotel by leaving a voicemail for the general manager and two emails to the hotel manager and did not receive a reply from either of them.Show More
