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Family · October 20254/10
My wife and I stayed here in September for our wedding, and as the bride and groom, we expected a smooth, enjoyable experience. Unfortunately, it was anything but.
Arrival:
Check-in started off well....My wife and I stayed here in September for our wedding, and as the bride and groom, we expected a smooth, enjoyable experience. Unfortunately, it was anything but.
Arrival:
Check-in started off well. The employee was friendly and welcoming until we learned about a surprise hold. Even though our stay was prepaid, we were told there would be a $150 per night security deposit plus the full cost of the stay. That meant authorizing an extra $450 we hadn’t planned for, and neither had our guests. Most hotels charge a flat $100 deposit, and nowhere on the website was this large amount mentioned.
Room Experience:
Our first room, on the 14th floor, reeked of cigarette smoke. We asked to move and were relocated to the 22nd floor, which was much better. The new room was clean and comfortable, and the basics like food and beverage service were solid. Still, it was disappointing to see many of our guests placed on higher floors, greeted with glasses of rosé at check-in, and welcomed with in-room amenities while we received none of that in either room.
Service Recovery:
I called the front desk politely and explained the situation, even offering to pay for something to make my wife feel special. The representative was kind and promised to send something that evening. We returned five hours later to nothing. I later spoke with a manager who again promised to make it right. When we got back, there was finally a small amenity, a bottle of water and a bag of gummies, which felt more like an afterthought than genuine effort. By that point, we just didn’t have the time or energy to keep chasing the front desk to deliver on promises that clearly weren’t going to happen.
Overall:
We gave the staff multiple chances to fix things, but each time they fell short. We didn’t expect red carpet treatment, but as the couple whose wedding brought more than 70 guests and significant business to this hotel, we expected a bit more care and consideration. At the very least, the same level of attention our guests received.
Many of our guests shared similar frustrations with the front desk, confusion about the deposit, and a general lack of warmth or hospitality. For a brand built on guest experience, this was disappointing to see across the board.
In conclusion:
The room was clean, comfortable, and the food and beverage service was good, but that’s where the positives end. We chose Marriott for the name, the trust, and the promise of personalized hospitality. Instead, we received what felt like less than the bare minimum. It’s a nice hotel with clean rooms, but you might as well stay somewhere more affordable like a Holiday Inn for the same, if not better, experience. We left frustrated, upset, and very unlikely to return.Show More
