Schmaubs
Couples · November 20256/10
To start with the pros: The hotel was clean, the renovated rooms lived up to expectations and the location was perfect — 5 minute walk to the waterfront.
But the customer service was absolutely abysm...To start with the pros: The hotel was clean, the renovated rooms lived up to expectations and the location was perfect — 5 minute walk to the waterfront.
But the customer service was absolutely abysmal. Before sharing details of our personal experience, the TLDR version is that if you’re not in a rush and looking for a clean hotel in a convenient location, I think this hotel would do the trick.
But if you’re arriving on a Saturday, be aware that you will likely be waiting a long time to check-in — even at the 4pm check-in point. If you’re a bride looking for a place to host your guests, be aware that you run the risk that the front desk will not be supportive of your guests. If there are other options in the area, I’d consider looking elsewhere.
We were part of a wedding block — what we learned was one of three wedding blocks at the hotel that day. Because the wedding was at 4pm, and check-in was also 4pm, I requested early check-in both online during check-in the day before, and also by calling corporate in advance that morning. I also called the hotel directly that morning and was told while they were fully booked, to come to the front desk at 12 to see what could be done.
When we arrived, we were told there were no rooms available and instructed to leave our bags there and come back about an hour and a half later to check again. I wasn’t asked for my name or reservation number or given any semblance of the staff caring whatsoever about assisting us. Totally fine; we went to lunch down by the waterfront and came back at the recommended time. Still no rooms. But I was told I’d be put on a waitlist. So we grabbed a seat in the lobby and waited another hour, as recommended.
During this whole time — even while made to feel like we were a burden to the staff — we were patient in waiting. Where I lost my patience was the third time I went to check on a room, an hour and a half after being put on the waitlist. A family member arrived at the hotel at that time (about 2-1/2 hours after we first arrived), and was two people in front of us in line. He walked right up and was given a room (other guests, too). One would reasonably expect that it meant we, too, would have a room ready after waiting as long as we did and being on a waitlist. When I walked up, I was told my room was still not ready and I’d likely need to get ready for the black-tie wedding in the public bathroom upstairs. The woman at the front desk had no recommendation, and told me there was absolutely nothing that could be done to help us.
I asked to speak with someone else who could help, and was basically told no. When I started to lose patience, another front desk staff member offered to get the manager, and 10 minutes later I magically had a room.
When we went to retrieve our bags, we were given the wrong luggage multiple times (despite the luggage being tagged), and when we arrived to our room, there was a ziplock bag in the fridge that looked as though it was a urine sample left behind (no clue what it actually was).
By the time we left for the wedding at 3:45, the line for check-in was through the entire lobby to the door. I would guess it was probably about a 45 minute to hour-long wait for people at the back.
I have no idea what the staff’s protocol is for early check-in or how they assign rooms. I also am aware we were four hours early to check-in and they had a packed house. But the total lack of care, effort, or patience with a guest who had, up until that point, been patient with an imperfect situation was shocking — and something I’ve never experienced at a hotel before. It’s clear that either the front desk staff isn’t empowered to assist guests (if I’m being generous with my grace), or — what I think may be the true case — is that they aren’t equipped at handling a packed house and lack the customer service skills needed for making guests feel respected and valued.
Would we return? No. We were not the only wedding guests who showed up at the wedding completely exasperated with the hotel experience — some did end up getting ready in the public bathroom, and many had complaints about the lack of professionalism from the front desk. Other guests stayed at other nearby hotels without issue, so there are certainly options.
This is not the experience I’ve come to expect from Marriott properties, and it really is a shame how poorly guests were treated.Show More
