Unhelpful staff but a great space
Posted Oct 15, 2016
I got married 10/7/16 and this was the hotel we'd booked to spend our first night together after the hub bub that was all the festivities. We had a house full of people and very much wanted to spend our first night at a hotel to really unwind and relax. I called the hotel the week before the reservation and asked them if I could send a friend to check me in and get our keys since we weren't expecting to be at the hotel until 11:30 or 12pm midnight and we wanted to just get straight up the room. My friend went at the check in time, which all my reservation paperwork indicates is 3pm. When she arrived, they had made no notes on my reservation, as they had told me they would do, to let her check in for us AND they said they didn't guarantee rooms until 4pm. If check is in at 3pm, why would a room not be ready until 4pm?!
My mother called at 4:15 to see if we could get us checked in and the hotel staff said they still didn't have a room ready for us and there was nothing they could do. Very frustrating and both my friend and my mother complained to me later about how unhelpful the staff was. Also, they took my mom's credit card over the phone for "incidentals" but then lost it and had to take my credit card, too.
Here's the good news, though: The room was comfortable, pretty quiet, the bed was cozy, we had all the kitchen ammenities we needed for one night with leftover wedding food, AND the hotel did leave us a bottle of iced champagne which was very very nice of them.
Comment from Hotel Management
Oct 16, 2016 by JasmineR Front Office Manager, Hotel Management
Congratulations on your marriage Lindsay! I'm so sorry to hear that we were unable to check you and your guests in promptly. Our check in time is at 4:00pm as your paperwork should have indicated. I understand how frustrating it can be especially if you are anticipating to get some relaxation in right after a busy wedding. As we strive to ensure that all of our suites are ready by check in time, it can sometimes be difficult as our suites are larger and fully equipped for long term stay guests. Our new Marriott mobile check-in app allows you to check-in remotely and indicate at what time you anticipate arriving so that our front desk can prepare and have your keys ready! I'm glad you were able to enjoy your suite, and we would love to see you next time!