Originally Posted by naparima

Well team,
I had to post something here... since management hasn't replied and the overall service at this property is just not geared to deal with concerns from members

From: naparima
Sent: Monday, March 28, 2022 4:15 PM
To: '[email protected]' <[email protected]>
Cc: '[email protected]' <[email protected]>; '[email protected]' <[email protected]>;
Subject: Titanium guest feedback (7548XXXXX) - March 25th to 28th 2022



Hello Daniel,

I’m reaching today to outline some feedback I had at your hotel.

Firstly, I’ll say that while you have a lovely old property, the level of service from your staff is not consistent with the brand.

I asked for an upgraded suite with a Jacuzzi bathtub specifically and city view.

• Check in experience was fine but staff member didn’t outline all the facilities, recognize my membership status or offer concierge services to help plan a trip.
• Request for the upgraded suite was completed but a city view suite wasn’t provided. I checked online and the time of check-in … an upgraded room type was available.
• Via the app, I asked for 5 sets of towels and for the fridge to be stocked with 5 bottles of water. This didn’t happen.
  • To get extra towels, I had to call or come down to the front desk 6 different times
• The jacuzzi tub didn’t work and maintenance came … spent 30 secs and determined that it couldn’t be fixed and they would come the following day.
• The main bathroom flooded and water leaked downstairs.. because of poor drainage design
• As the water leaked into the suite downstairs…your staff kept knocking on my door until I had to yell at them to stop knocking.

The next day, I went down to meet Mr. Bossi. He seems very nice, but he is not trained to deescalate a member like myself. He promised that the shower drain would be fixed and I told him specifically to not let anyone touch the bed.
I came back up to the room… and of course the maids are stripping the bed. Remember I specifically told them not touch the bed. I was furious and dismissed the maids and Mr Bossi came to apologize but I was just angry.

By this time, I had wasted 2 hours of my Saturday morning dealing with this garbage. I eventually left because I didn’t want this to ruin my Saturday./
This experience at your hotel was so poor from the start and it could have been better but the right people were not around to fix it.
In fact, across more 1800 nights and 400 properties… this overall experience was one of 5 worst experiences in a marriott hotel. Simply not brand consistent and your staff are NOT empowered enough to resolve.
Thanks
Naparima