As a Marriott Platinum member and one of the 50 most frequent guests at this property this summer (Manager Alex told me), you'd think I'd deserve better than the following POOR SERVICE. How do they treat the infrequent guests???

Terrible Service –
- Had to ask for a working hair dryer 4 times (twice by phone and twice in person at front desk). They gave me a second one that didn't work!
- Don't bother calling down to the valet; they didn’t get my car until I showed up, saying they "didn't get the message". Front desk clerk recommended I give up on calling down beforehand, confirming that the actual valet staff don't get the message, that the 'operator' does.
- Poor Internet - Wireless drops you constantly and some wall plugs don't work.
- Unprofessional - Not once in all my stays did the front desk staff give me my welcome amenity and promotional certificate upon check-in. I always had to ask/explain/beg for it.

SPA is Non-Existent -
- No return call when trying to schedule $300+ worth of spa services a week in advance
- When I called back after 4 days, they told me I could call the spa on the date of arrival and "hope someone cancelled". I had to ask for a Manager twice before the spa receptionist would transfer me.
- Spa staff then cancelled one of my spa services based on a "phone message with no name" and accused me of cancelling it. They let me sit in the waiting area for 30+ mins until I finally asked when my facial was going to start and they said, "Oh, you cancelled that." NO I DIDN'T!!!
- Spa Manager & Desk Manager said they'd reschedule service for next day, wrote down my cell number. They didn't even both to call me to tell me if they had found a service provider or not. Spa worker called my room after I didn't show up and asked if I was coming or not. At that point, I chose "NOT".
- Spa renovation scheduled to open Oct2009 won't open until at least June 2010. It will be more of the same philosophy = Expensive surroundings & Terrible service.

Renovation already poorly maintained -
- Dirty guest rooms - Lots of hair on floors, obvious urine on toilets
- Pink bacteria/fungus growing between the expensive glass shower tiles
- Room with no towels, dirty/used glassware on balcony
- I once had a room with the tub's spa jets not working.
- I think the steep outside steps from the valet area to the front door and another set of steps to check-in were DESIGNED so you have to tip one of the DOZEN bell men trying to grab your bags as soon as you stop the car.

Food -
- Room Service: Not bad food, but Spaghetti/side salad/coke costs you $50 and took an hour to arrive on a weeknight.
- Welcome Amenity: They've dumbed down the gracious cheese & nut plate to a single slice of brie, 6 crackers & 1 strawberry!
- Don't let the website fool you; the night life is next door at the Fontainebleau, but if you stay there, don't stay facing down at the Valet or the party crowds will keep you awake.

If you do stay at the “newly designed” Eden Roc, be sure to have a couple $15 Mojitos and stare at the view so you won't notice all of the above!

Such a shame!! I had my first spa treatment at the original property in the 1990's and had such fond memories until all of these disappointments. The Marriott's should spend more money on training people, and less on shiny lighting.