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309 reviews
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Nov 10, 2024By far worst Marriott venue in 20 years
I travel frequently and favor Marriott properties (Titanium) but almost never have the time to write reviews. I’m writing now because the level of dysfunction was off-the-chart and seemed systemic. My advice to conference organizers: Do NOT encourage your guests to stay here. 1– When I arrived for check-in around 10 pm, there was no staff member at the check-in desk or in the lobby anywhere. There was a line of 10 people waiting. No bell to ring. We waited 5-10 min. Then a woman popped her head in from behind a door that blended so well with the wood paneling that none of us had previously seen it. She didn’t say anything, she whipped her head around and disappeared within seconds. A few minutes later, another staff member appeared and started the check-in process. She provided no apologies or explanation. She seemed a little disheveled and groggy. (May or may not be related: clear odor of marijuana beside the elevators on my floor.) 2– Pool area was advertised to exist on the 3rd floor. When I followed the signs on the 3rd floor, another sign at the end of the hallway indicated an elevator was needed to reach the pool. But the elevator was dysfunctional. No sign to indicate that it was dysfunctional, just that the elevator button was persistently lit. There was a phone mounted on the wall nearby, but the phone had no dial tone. Another sign suggested that the pool could be accessed via stairs, but the stairs led down a dank stairwell to an exit door that warned an alarm would be triggered if the door were opened. 3– AV equipment in a ballroom on the second floor of the hotel was dysfunctional for 2 hours. Worst I’ve seen in 20 years. 4– Colleague told me that, when she checked in to her room, the bed was unmade. The staff, when they finally showed up, were generally friendly. And the physical plant of the hotel is as good as anywhere else. What’s unfortunate is that the competence of the staff are way below standards.
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Jun 05, 2024Excellent Property! Great staff and Location!
This is an exceptional property! I was especially impressed with Erianne at the front desk. She thanked me for my Titanium status, took the time to explain the M-club hours and other amenities of the hotel. I also held a large workshop at the property and Erianne was able to help me with the logistics of our meeting space. I also would like to highly recommend using this property for your meeting space needs. From the very beginning of the process, Jasmine was incredibly helpful with booking the room up to helping with the details for the day of the event. Overall - this Marriott location is a 5-star property! Thanks again for such a great stay and a great place to hold our workshop! Brent
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Apr 16, 2024
DEFICIENCIES OF THE FRONT DESK 1 Person Flawed!
As an elite member of the Marriott club, I expected more from this hotel during my stay a few days ago. The lady that checked me was a very nice, professional and the total opposite of Mr. Nathaniel (a purported Assistant Manager.) Not sure what's going on with this employee, Mr. Nathaniel, but every time I meet him at the front desk, his answers are always no to every request or question. This is what happens when you promote or put too many responsibilities on an individual in my view that are not management material or lack the zeal to think outside the box. In all honesty, to seat down and recap a bad experience and ultimately put it on paper takes time and it’s not a pleasant exercise but sometimes that’s the only way to get the negative experience information out of your system. So, this is not my first “Rodeo” with this purported Assistant Manager Mr. Nathaniel, very unfriend and gives a conflicting information contrary to SOP in my view. A classic example was the issue of breakfast on the weekend relative to Marriott elite members who are already staying at the Concierge level and are accorded a complimentary breakfast. I noticed the new employee; a young lady was kind enough to acknowledge the lack of complementary breakfast on the weekend and the new CSR young lady was prudent enough to give me an option and was very complimentary and professional. This Nathaniel young man in my view failed his in duty as a CSR manager and as a manager of common sense when it comes to situational and circumstances that was before the hotel on that day, with respect to making us the guest happy. I remember a story that cut my attention when the “Oracle of Omaha” was in Chicago few years ago and the hotel he was staying in do does not serve certain soda and Warren Buffett is use to drinking a particular soda and comes then, the front desk manager got a wind of his request and went out of his way to a local store and got the man his heart desire. Yes, it sounds funny but the irony here is that customers will keep coming back when you tailored your response to their need. The hotel in issue is clean but the attitude of this one person made me forget everything else that I liked about my short stay. SMH, this is not his first time and it’s not a good look. -Doc
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Dec 13, 2023
QUALITY CUSTOMER SERVICE, UNDISPUTE HEAVY CHAMPION CUSTOMER SERVICE!!
I personally don't have time to do reviews but this time is deferent. Earlier last month I checked into the Marriot East on Poplar, relative to a business get away meeting. I tell you, my first impression was super. I was fortunate enough to meet the front desk manger by the name; Nathaniel Shaw (Front office Manager, she's a ROCKSTAR.) This man was very attentive, professional and very easy to work with. The next employee that makes a differences is Ms. Nicole Miller attitude towards me was on point, the team makes you feel at home. Not to forget, the forever nicest lady at the "Concierge Level, she's one great lady with deep compassion and friendly and approachable. Thank you again for making your hotel like home away from home. You're appreciated. -DOC
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Dec 06, 2023Reservation not honored upon arrival, talked down to when I brought up Marriott overbook policy
I arrived and was told my confirmed reservation would not be honored due to being overbooked. I was also told that they emailed me earlier in the day to confirm I was still coming but I never record the email. The official Marriott policy is that they would have to pay for your accommodations elsewhere and book it for you, including transportation to the alternative lodging and also provide points as compensation. The front desk simply gave me the names of nearby hotels and told me good luck. A pretty big departure from their official policy. I ended up calling around and called my own Uber to get to the other hotel. The next day I sent them my invoice from the Hilton and they said they would not pay it. I had to pull up the policy and there was still pushback and situation is still unresolved. I will be filing a case with Marriott corporate. To their credit, they said that they issued points to me but I have not yet seen it in my account. I will revise this post if I see the points reflected, but at this point I just can’t trust what they promise. I can understand overbooking, but the complete lack of care and compassion and adherence to policy is heartbreaking especially for a Marriott branded property. The room itself was clean, so giving a star for that. But service, attitude and adherence to policy is lacking by miles. I was looking to switch from Hilton to Marriott loyalty but this experience has me reversing that thought.