Disappointing front desk staff & room accomodation
Posted Feb 26, 2017
Arrived on a Sunday afternoon around 3:15. Was told that room was not ready but should be by no later than 4 pm. Went to the pool area, which was very nice. Left a cell # to call when room was ready. 4:00 comes and goes, then 4:30. Finally at 5, I went to the front desk. Was told room was ready and went to room. Tiny room with a horrible view. I knew we weren't getting a view, but this was ridiculous. We were essentially overlooking the roof of a shorter building and could see all the utility vents and hoses running all over the place. Not a view for a $400+ per night hotel! I booked this hotel in December and called the hotel to ask for 2 beds and a rollaway or a pull out couch. The hotel said I had to go thru worldwide reservations for this adjustment. I did so and again asked for the change. I was told "no problem" and that they would update my account so the hotel staff could see. When I went to the hotel, they knew nothing of this change and were not the least bit accomodating. To go so far as to thinly accuse me of lying and claiming there was a "communication" error. After all of this, there was no "service" to my party, as in a coupon for dinner, drinks or refund. In fact, when I asked for the manager, she told me "I'll just send the rollaway bed to your room, how's that?" That was the extent of her accomodating our needs. As a Marriott rewards member, we called corporate and complained. At this price point, more should have been done. Period.