Marriott Rewards (including Ritz-Carlton) - Norfolk Waterfront - Thumbs down FS

That was probably the worst experience I've had at a Marriott, including courtyards, ever. In fact, the Courtyard I stayed at in Denver was nicer than this full service property.

I checked in at 1800 on friday and was given a corner king room on the concierge level. Sat in the room for about 45 minutes after adjusting the thermostat and couldn't get the room cooler than 75*. Left for dinner and returned at 9PM to an even warmer room, after setting the thermo at 65*. The front desk hesitantly moved us from the concierge level to a non-concierge room that adjoined to other rooms. It was significantly smaller and didn't contain the robes and refrigerator that I was expecting for a confirmed concierge room. The trash hadn't been emptied from the last guest in either the bathroom or the living area. (At least it still had a King bed). Had a gentleman in the adjoining room that was on his phone all night and I could hear every word that both he and the person on the phone said. I was even able to see the light visible in his room underneath the adjoining room doors.

As expected, the lounge was closed, however, gold breakfast was honored.

On the topic of the breakfast...the breakfast was one of the worst I've ever had at a marriott. It's a buffet, I get it, but the pancakes were hard as a rock, the bacon a soggy mess and the "skillet potatoes" were inedible. If I had paid for the breakfast (which I kinda did, as I had a concierge room), I'd have been incredibly upset.

Of course, no apologies or offerings of points by the front desk. I have to say that I'll never be returning to this FS property. Corporate really needs to take a look at this place, as many things seem "lazy".

That hotel has gotten consistently mediocre reviews. That said, how did you communicate the issues to the FD? I'm surprised that points or some kind of comp was not offered if you delivered the message in a polite, straightforward way.

That hotel has gotten consistently mediocre reviews. That said, how did you communicate the issues to the FD? I'm surprised that points or some kind of comp was not offered if you delivered the message in a polite, straightforward way.

I communicated the AC issue rather politely to the front desk. She simply moved me to a non-concierge room, no offer of points, no nothing. I didn't bother complaining about the noise from the adjoining room. Not really their fault. I wasn't on business travel, and didn't really want to move both myself and my wife to a new room at 1AM.

As expected, the lounge was closed, however, gold breakfast was honored.
Are you saying you got a free breakfast in the restaurant during the weekend for free because you are gold? Is this a new bennie?

Too bad...that used to be a pretty nice property in a good location (well, as good a location as you can get considering you were in Norfolk).

Are you saying you got a free breakfast in the restaurant during the weekend for free because you are gold? Is this a new bennie?

Was asked if I was an elite member each morning for breakfast. Responded in the affirmative, was offered free brekie buffet each morning. Some FS properties honor free brekie for elites 7 days/week. The lounge didn't look equipped to serve breakfast, so I assume they just honored it in their breakfast area instead.

As a follow up, I responded to the e-mail from the manager inquiring as to how our stay was. I was awarded 20k pts (1 night's award stay worth) from the feedback provided.

When in the area, I have always loved the Portsmouth Renaissance.

Not all FS properties offer brekkie on the weekend, which is why I maintain this sticky in this forum:

http://www.flyertalk.com/forum/marriott-rewards/1078647-master-thread-domestic-international-executive-lounges-open-closed-weekends.html

I'll update it to reflect that brekkie is offered in the restaurant.

I'm a bit confused - did you actually 'pay' for the concierge room or were you upgraded to it? The reason I ask is that you said you 'kinda paid' for breakfast since you were in a concierge room. Unless the concierge room rate included breakfast, you didn't get breakfast for that but simply due to your Gold status.

On a dif note - I'm not sure what you 'endured' makes this the 'worst ever' experience at a Marriott, although perhaps it does for you. I think 20,000 points was a bit high for a disappointing experience, but that's just me. However, good for the manager in being pro-active about the situation when brought to his attention.

BTW - did the AC work properly in the regular room? That would have been more important to me than a robe! And at least the guy in the room next to you on the phone was talking business. I occasionally get an adjoining room where they party 'til the wee hours, and er, are engaging in somewhat noisy sex. I'll take a biz guy's conversation over that any day :D

Cheers.

Not all FS properties offer brekkie on the weekend, which is why I maintain this sticky in this forum:

http://www.flyertalk.com/forum/marriott-rewards/1078647-master-thread-domestic-international-executive-lounges-open-closed-weekends.html

I'll update it to reflect that brekkie is offered in the restaurant.

I'm a bit confused - did you actually 'pay' for the concierge room or were you upgraded to it? The reason I ask is that you said you 'kinda paid' for breakfast since you were in a concierge room. Unless the concierge room rate included breakfast, you didn't get breakfast for that but simply due to your Gold status.

On a dif note - I'm not sure what you 'endured' makes this the 'worst ever' experience at a Marriott, although perhaps it does for you. I think 20,000 points was a bit high for a disappointing experience, but that's just me. However, good for the manager in being pro-active about the situation when brought to his attention.

BTW - did the AC work properly in the regular room? That would have been more important to me than a robe! And at least the guy in the room next to you on the phone was talking business. I occasionally get an adjoining room where they party 'til the wee hours, and er, are engaging in somewhat noisy sex. I'll take a biz guy's conversation over that any day :D

Cheers.

AC actually worked quite well. I was surprised with the 20k point credit myself. Most of my response to the mgr was about how wonderful his front desk and wait staff were at the hotel. I wouldn't have been peeved about the noise if it wasn't some deep voiced gentleman having some pretty damn kinky phone sex with someone on the other line. That tends to erk me more than the noisy couple.

I was upgraded to the Concierge level, which showed confirmed at the time of booking. Went to use my marriott rewards certs and wasn't able to as the hotel had upgraded me within an hour of booking...

I wouldn't have been peeved about the noise if it wasn't some deep voiced gentleman having some pretty damn kinky phone sex with someone on the other line. That tends to erk me more than the noisy couple.

Well, the next morning you could have stood next to the door w/ your wife & said in a loud voice, hey Marge, let's give XXX that the guy next door would like to do a try. Or turn on the TV as loud as you can to wake him up, or just 'accidently' call his room a few times in early a.m. & hang up every time :D :D

On a dif note - you said the wait staff & FDC were good, and the manager listened/gave you points, so I'm not sure I'd rank this as a total thumbs down on the property. Obviously a/c working wonky & not getting a concierge room not fun, but otherwise it sounds ok. As you note, the hotel can't be held responsible for the guy & the kinky sex talk.

Thanks for the update - I'll update the lounge sticky.

Cheers.

If you really want to irritate someone next door, set your alarm to go off about 10 minutes after you leave...

If you really want to irritate someone next door, set your alarm to go off about 10 minutes after you leave...

+1, and that works best when you roll out at 5AM