Would have been great - if the room was ready
Posted Jan 4, 2016
We booked our hotel room on Expedia around 3 PM eastern time. We arrived at the hotel at 11 PM, to find that the room was not yet clean. Nor were several other people's rooms. I understand the holiday season is busy, but why would you accept reservations day-of if you couldn't find the staff to clean the rooms? We even called in advance to tell them when we were arriving. And yet, when we got there, we were treated to a staff that was trying their best to get things clean, about 8 hours too late. We waited in the lobby until 11:50 PM, when we were told we could go to our room. But when we got there, the staff was still cleaning the bathroom and were clearly stressed out by our preference. They weren't finished until right after midnight. As a side note, I asked if there was a special rate for people whose rooms weren't ready for 8 hours of the promised time (check-in was at 3 PM) and was told "Should be... but no. You know management." A free hotel breakfast doesn't make up for a long day's drive followed by the hotel not being able to provide the one thing they were supposed to: a room ready for our arrival. I was never given an option to get a refund and try to check into another hotel. Never again, Marriot Brunswick.