Stayed here for 5 nights (Sep 17-22). Check in was the better part: easy and friendly front desk although no acknowledgment of being a Bonvoy member (not big deal). However, I forgot to ask, and they did not give me the WiFi code; more on that later. Room was fine upon entering. But then started to notice things: dead light bulb, dust on the nightstands, top of the desk with peeled skin (wear and tear), and of course the TV. Now that is something from the 1990s: a 30 inch old TV, grainy picture, and a very limited number of channel with only BBC and a couple showing very old movies from 1980s. You can only watch SkySports at the bar but not in the room. The next day I ended up taking a shower in a puddle as the tub did not drain well. I told the front desk and the staff who happened to be the manager took very good notes and said he’d have it fixed right away. Well, after coming back in the evening, I checked the tub and sure enough still clogged so went down to the front desk and another staff member (appeared very embarrassed) spent a few minutes and then offered to change the room. So, after about 30 min fiddling with the reservation system on their computer we moved into another room. For some odd reason my 5-day visit was done under two reservations: 4 days as one and the last day as another one. On the 4th day reception called to move me into a suite due to the 2nd reservation. I talked to the Front Desk staff and offered that staying at the same room for the same rate was fine. The junior staff agreed as the room was available and started processing but then ran into a problem on their computer system. He asked his manager for help and he promptly rushed by, summarily waved his hand, completely ignored my presence, mumbled something like “it can’t be done,” and walked away. The junior staff was clearly embarrassed and apologized and said he'd ask another hotel manager to keep me in the same room. I asked for the manager’s name (Lloyd) and said that his behavior was rude, not professional, and not that of somebody in the hospitality business. Lloyd showed up after the room situation was resolved and apologized for his behavior. Frankly, nobody needs drama, disrespect, and being treated like a nobody. After all, I was a paying guest and a long time Marriott member!! New room was a copy of the old room except the drain was not clogged. Then the next day I noticed the bathroom bulb was dead. Called the Front Desk from room, but nobody would pick up. Within a span of 30 min I called several times but nobody would pick up, so I walked down to report it to the Front Desk. Problem was solved next day. And now the WiFi: could not find the WiFi code so later called the Front Desk but again nobody would pick up. Another in person trip down to the Front Desk and asked why they wouldn’t pick up. Answer: oh, we didn’t see the phone ring! During the entire stay the corridor on our floor always had a minimum of 3 room servi
Excellent
133 Reviews