London Gatwick Courtyard: Worst Stay Ever
Nov 23, 2016, 12:43 am
#1
Original Poster
Join Date: Apr 2005
Location: Bern, Swiss-o-land
Programs: M&M (LX/LH) Silver, Marriott Platinum, Accor Silver, AF/KL Silver, Swiss Railway
Posts: 791
London Gatwick Courtyard: Worst Stay Ever
I just completed two short stays at the London Gatwick Courtyard and I can honestly say that I had the worst stays ever at any Marriott property.
First stay:
- TV not working
- Given incorrect WiFi connection information by staff
- Elite Desk unstaffed (2x) on morning of departure. The first time I waited 15 minutes until the Duty Manager arrived. He assured me that this would not happen again. He said that he would ensure that a staff member would be at the Elite Desk if he needed to step away. One hour later, I came down to check out of hotel and Elite Desk was not staffed again. This time I waited 8 minutes for the Duty Manager to return.
I informed the Duty Manager that I wanted to speak directly with the GM. He told me to wait as the GM was currently in a meeting. He told me that the GM would meet with me at the conclusion of the meeting. I waited for 2 hours, asking every 15 minutes for the GM.
After two hours, I was informed that the GM had left the premises for the day. I told the Duty Manager that I do not accept his behaviour to me and that he lied to me. He then opened his smartphone and began recording the conversation on the phone.
Second stay:
- No greeter at restaurant. Sign posted indicated to "Please wait to be seated". I waited some 8 minutes and then decided to sit myself down at a table.
- Restaurant was not serving its menu due to lack of gas in the kitchen. However, I was not told this until making my order and then informed that 90% of the menu was not available. There was no effort to inform me before I made my order.
- Once again the Elite Desk was unstaffed at checkout. I waited a full 10 minutes for same Duty Manager to arrive.
I did speak with the GM on this occasion and expressed my displeasure with the Duty Manager, who promised me a meeting with GM at end of first stay. GM told me that the Duty Manager never informed him that I was waiting for him.
The Duty Manager lied to me on several occasions. He should be relieved of his duties. I have contacted Marriott Customer Care and they have started an investigation into my claims.
First stay:
- TV not working
- Given incorrect WiFi connection information by staff
- Elite Desk unstaffed (2x) on morning of departure. The first time I waited 15 minutes until the Duty Manager arrived. He assured me that this would not happen again. He said that he would ensure that a staff member would be at the Elite Desk if he needed to step away. One hour later, I came down to check out of hotel and Elite Desk was not staffed again. This time I waited 8 minutes for the Duty Manager to return.
I informed the Duty Manager that I wanted to speak directly with the GM. He told me to wait as the GM was currently in a meeting. He told me that the GM would meet with me at the conclusion of the meeting. I waited for 2 hours, asking every 15 minutes for the GM.
After two hours, I was informed that the GM had left the premises for the day. I told the Duty Manager that I do not accept his behaviour to me and that he lied to me. He then opened his smartphone and began recording the conversation on the phone.
Second stay:
- No greeter at restaurant. Sign posted indicated to "Please wait to be seated". I waited some 8 minutes and then decided to sit myself down at a table.
- Restaurant was not serving its menu due to lack of gas in the kitchen. However, I was not told this until making my order and then informed that 90% of the menu was not available. There was no effort to inform me before I made my order.
- Once again the Elite Desk was unstaffed at checkout. I waited a full 10 minutes for same Duty Manager to arrive.
I did speak with the GM on this occasion and expressed my displeasure with the Duty Manager, who promised me a meeting with GM at end of first stay. GM told me that the Duty Manager never informed him that I was waiting for him.
The Duty Manager lied to me on several occasions. He should be relieved of his duties. I have contacted Marriott Customer Care and they have started an investigation into my claims.
Last edited by bdschobel; Nov 23, 2016 at 12:56 pm Reason: Removed names
Nov 23, 2016, 5:36 am
#2
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Join Date: Jun 2012
Programs: BA Gold, QF WP
Posts: 12,551
- TV not working
- Given incorrect WiFi connection information by staff
- Elite Desk unstaffed (2x) on morning of departure. The first time I waited 15 minutes until the Duty Manager arrived. He assured me that this would not happen again. He said that he would ensure that a staff member would be at the Elite Desk if he needed to step away. One hour later, I came down to check out of hotel and Elite Desk was not staffed again. This time I waited 8 minutes for the Duty Manager to return.
- Given incorrect WiFi connection information by staff
- Elite Desk unstaffed (2x) on morning of departure. The first time I waited 15 minutes until the Duty Manager arrived. He assured me that this would not happen again. He said that he would ensure that a staff member would be at the Elite Desk if he needed to step away. One hour later, I came down to check out of hotel and Elite Desk was not staffed again. This time I waited 8 minutes for the Duty Manager to return.
What incorrect information was provided - just a non working password? How long did it take to get the correct information?
Were the other desks staffed? Why not just use them?
I waited for 2 hours, asking every 15 minutes for the GM.
After two hours, I was informed that the GM had left the premises for the day. I told the Duty Manager that I do not accept his behaviour to me and that he lied to me. He then opened his smartphone and began recording the conversation on the phone.
After two hours, I was informed that the GM had left the premises for the day. I told the Duty Manager that I do not accept his behaviour to me and that he lied to me. He then opened his smartphone and began recording the conversation on the phone.
You don't know that the Duty Manager actually lied to you. The GM may well have been in a meeting.
If this is the worst stay you've ever had, I'd say you've been lucky.
Last edited by bdschobel; Nov 23, 2016 at 6:38 am Reason: Removed name from quote
Nov 23, 2016, 5:50 am
#3
Original Poster
Join Date: Apr 2005
Location: Bern, Swiss-o-land
Programs: M&M (LX/LH) Silver, Marriott Platinum, Accor Silver, AF/KL Silver, Swiss Railway
Posts: 791
I'm surprised you waited 2 hours presumably to complain about having to wait 8 minutes for the elite desk to be manned.
You don't know that the Duty Manager actually lied to you. The GM may well have been in a meeting.
If this is the worst stay you've ever had, I'd say you've been lucky.
You don't know that the Duty Manager actually lied to you. The GM may well have been in a meeting.
If this is the worst stay you've ever had, I'd say you've been lucky.
I waited a total of 23 minutes on the first stay at the unmanned Elite Desk. The other line was full with waiting customers.
The Duty Manager promised me that the Elite Desk would be staffed after our first discussion. This did not happen.
I suggest that you read the entire post and not cherrypick the words that you are clearly taking out of context.
Nov 23, 2016, 11:46 am
#4
Join Date: Feb 2000
Location: Pittsburgh
Programs: Whoever Has the Best Bonus
Posts: 5,183
It's unfortunate the things you ran into at the hotel and I hope they get back to you on your concerns, but I would agree it doesn't really seem all bad. I stayed at this hotel recently and had no problems. My TV also wasn't working when I arrived but when I called down they came up immediately and fixed it.
Nov 24, 2016, 7:56 am
#6
Join Date: Oct 2002
Location: Port St Lucie, FL, UA1K since 1994 and 3mm, Delta 1mm
Programs: Marriott Titanium Life, Hilton Gold
Posts: 565
I agree with the OP a very poorly run property!!!
You are lucky they did not gas too cook with.. The restaurant food was rather poor and overly priced for a simple burger.
We also waited forever for check in. Walked to terminal because the bus was overfilled too on our return.
You are lucky they did not gas too cook with.. The restaurant food was rather poor and overly priced for a simple burger.
We also waited forever for check in. Walked to terminal because the bus was overfilled too on our return.
Nov 24, 2016, 12:31 pm
#7
Join Date: Aug 2003
Location: Washington,DC
Posts: 1,822
I just completed a stay there.
The WiFi access code was a typed preprinted label stuck to the key card, so I'm surprised that it was incorrect for you.
My upgraded room was exceptionally quiet, ample towels, good lighting, lots of plugs. Only room complaint was soap. It was the tiniest bar I've ever seen and there was only 1 bar.
The Check in/out I agree was poorly managed. Elite line never manned. Also they really struggled with my simple request to pay part of my bill with my residual cash. Plus like more and more hotels they don't leave the bill under the door.
The fitness center was fine. Reasonable cardio equipment in good shape (unlike its users) and good selection of weights.
The restaurant had limited extremely over priced food. A believe a cheese burger and fries was over $25 but they have a captive market. I was more frustrated by the lack of selection than the price.
The wine was also crazy inflated prices for UK (but not compared to US hotels) although the draft beer (old speckled hen) was excellent and reasonable in price.
Net net probably not as good as Gatwick Hilton, also 5 minutes further (although an easy walk) to terminal.
I'd give the hard product an A and the soft product a C-
The WiFi access code was a typed preprinted label stuck to the key card, so I'm surprised that it was incorrect for you.
My upgraded room was exceptionally quiet, ample towels, good lighting, lots of plugs. Only room complaint was soap. It was the tiniest bar I've ever seen and there was only 1 bar.
The Check in/out I agree was poorly managed. Elite line never manned. Also they really struggled with my simple request to pay part of my bill with my residual cash. Plus like more and more hotels they don't leave the bill under the door.
The fitness center was fine. Reasonable cardio equipment in good shape (unlike its users) and good selection of weights.
The restaurant had limited extremely over priced food. A believe a cheese burger and fries was over $25 but they have a captive market. I was more frustrated by the lack of selection than the price.
The wine was also crazy inflated prices for UK (but not compared to US hotels) although the draft beer (old speckled hen) was excellent and reasonable in price.
Net net probably not as good as Gatwick Hilton, also 5 minutes further (although an easy walk) to terminal.
I'd give the hard product an A and the soft product a C-
Nov 24, 2016, 8:20 pm
#8
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Thanks for the additional info. Sounds like some things are good & others eh, not so good. So worst probably not; best probably not. But decent probably.
Cheers.
Cheers.
Nov 24, 2016, 11:08 pm
#9
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We need some objective criteria for these "worst stay ever" thread titles to avoid wasted clicks.
I would suggest at a minimum that the facts involve something along the lines of (a) vermin, (b) soiled linens, or (c) someone else's dirty underclothes on the bed. "I was walked in on naked" could also make the cut. A dead body would obviously qualify.
But I'm sorry this one doesn't come close. I'm really disappointed.
I would suggest at a minimum that the facts involve something along the lines of (a) vermin, (b) soiled linens, or (c) someone else's dirty underclothes on the bed. "I was walked in on naked" could also make the cut. A dead body would obviously qualify.
But I'm sorry this one doesn't come close. I'm really disappointed.
Nov 24, 2016, 11:11 pm
#10
Join Date: Jul 2004
Location: Seattle, Wa
Programs: AS 75K & BR Member- HHonors Diamond - Hertz PC - Marriott Titanium - IHG Ambassador
Posts: 2,379
We need some objective criteria for these "worst stay ever" thread titles to avoid wasted clicks.
I would suggest at a minimum that the facts involve something along the lines of (a) vermin, (b) soiled linens, or (c) someone else's dirty underclothes on the bed. "I was walked in on naked" could also make the cut. A dead body would obviously qualify.
But I'm sorry this one doesn't come close. I'm really disappointed.
I would suggest at a minimum that the facts involve something along the lines of (a) vermin, (b) soiled linens, or (c) someone else's dirty underclothes on the bed. "I was walked in on naked" could also make the cut. A dead body would obviously qualify.
But I'm sorry this one doesn't come close. I'm really disappointed.
Nov 24, 2016, 11:21 pm
#11
Original Poster
Join Date: Apr 2005
Location: Bern, Swiss-o-land
Programs: M&M (LX/LH) Silver, Marriott Platinum, Accor Silver, AF/KL Silver, Swiss Railway
Posts: 791
We need some objective criteria for these "worst stay ever" thread titles to avoid wasted clicks.
I would suggest at a minimum that the facts involve something along the lines of (a) vermin, (b) soiled linens, or (c) someone else's dirty underclothes on the bed. "I was walked in on naked" could also make the cut. A dead body would obviously qualify.
But I'm sorry this one doesn't come close. I'm really disappointed.
I would suggest at a minimum that the facts involve something along the lines of (a) vermin, (b) soiled linens, or (c) someone else's dirty underclothes on the bed. "I was walked in on naked" could also make the cut. A dead body would obviously qualify.
But I'm sorry this one doesn't come close. I'm really disappointed.
Nov 25, 2016, 2:55 am
#12
Join Date: May 2002
Location: England
Posts: 223
We need some objective criteria for these "worst stay ever" thread titles to avoid wasted clicks.
I would suggest at a minimum that the facts involve something along the lines of (a) vermin, (b) soiled linens, or (c) someone else's dirty underclothes on the bed. "I was walked in on naked" could also make the cut. A dead body would obviously qualify.
But I'm sorry this one doesn't come close. I'm really disappointed.
I would suggest at a minimum that the facts involve something along the lines of (a) vermin, (b) soiled linens, or (c) someone else's dirty underclothes on the bed. "I was walked in on naked" could also make the cut. A dead body would obviously qualify.
But I'm sorry this one doesn't come close. I'm really disappointed.
Nov 25, 2016, 5:42 am
#13
Join Date: May 2010
Posts: 3,458
OH MY! The Elite desk was unmanned so people didn't know you were elite and you had to talk to the riff-raff!
(And seriously you sat around a hotel for 2 hours just to complain to a manager? While I agree he should have met with you I think that's a bit much! Sounds like you were on the "what can I get for free" program and they knew it!)
(And seriously you sat around a hotel for 2 hours just to complain to a manager? While I agree he should have met with you I think that's a bit much! Sounds like you were on the "what can I get for free" program and they knew it!)
Nov 25, 2016, 6:00 am
#14
Original Poster
Join Date: Apr 2005
Location: Bern, Swiss-o-land
Programs: M&M (LX/LH) Silver, Marriott Platinum, Accor Silver, AF/KL Silver, Swiss Railway
Posts: 791
OH MY! The Elite desk was unmanned so people didn't know you were elite and you had to talk to the riff-raff!
(And seriously you sat around a hotel for 2 hours just to complain to a manager? While I agree he should have met with you I think that's a bit much! Sounds like you were on the "what can I get for free" program and they knew it!)
(And seriously you sat around a hotel for 2 hours just to complain to a manager? While I agree he should have met with you I think that's a bit much! Sounds like you were on the "what can I get for free" program and they knew it!)
Your personal attack is unwarranted.
Nov 25, 2016, 10:33 am
#15
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