Huge disappointment to a Returning Guest
Posted May 26, 2016 on Hotels
I was looking fwd to the excellent Hospitality from this Mariott Autograph Hotel. Had a 3 hr delayed flight from London, my room was not ready till near 10pm so accepted the offer of a complimentary breakfast. Room had leaking air con and had to move after day 5. I moved from a quiet room overlooking trash cans, to the noisiest room, next to reception where you could hear the loud reception music till late at night and first thing in the morning. Was woken up at 05:50 one morning by an upset guest shouting, and the noise of staff arriving. Service was appalling, I had to continually write notes to the housekeeper to replace coffee capsules with regular not decaf, and remind to leave sugar and cups. Sometimes note was ignored and I had to go to reception to get the items myself. The hotel was out of shower gel for the whole of my stay and it was hit and miss whether your room would be made by 6pm.The hotel had 9 hrs to clean my room. sometimes no bathroom mat I reported this to the Area manager, and was offered a refund of one night's stay but the matter did not improve so contacted Hotels.com and they sorted me out with a reasonable REFUND. I emailed the area manager and am still awaiting a response. Bellhops, namely Luís and the Breakfast waiter always acknowledged guests. I was lucky to get "hello" from the Reception staff after I made the complaint, I got more acknowledgement from the doorman at Walgreens. Will be looking for another Hotel next time.