Originally Posted by DCA-Flyer

Perhaps my experience is a one-off occurrence, but after having an absolutely unacceptable check-in experience, I felt the need to post. Hopefully, for those planning to stay at this property this will make them aware of potential issues and for any Marriott Bonvoy staff that may read these forums, some useful feedback.

Let's start with the pros of this property:
- Great location downtown, walkable to many wonderful restaurants and attractions.
- Updated, modern, and spacious gym.

Now on to the main issue for my post, check-in and room availability.
- Prior to arrival, I requested to use a suite upgrade certificate (I am a Titanium Elite), which was confirmed a few days before. The day before arrival, I placed an early check-in request via the Marriott app for 1:30 PM.
- Arrived around 1:45 PM to be informed by front desk agent #1 that early check-in would not be available, and that hotel check in time was 4:00 PM. Advised that we would be contacted by text/phone when room was available. No issues with this, that is what is published. Left property to explore Cleveland.
- Around 4:15 PM, no word, so contacted the property to be told that a room was still not available.
- Checked again at 4:45 PM, advised that room wass still not available.
- At 5:00 PM, went back to the property, in person, to inquire about room status. At this time, desk agent #2, who appeared to be a manager, advised me that "4:00PM is the start of when rooms would be available" and that there is "no guarantee when a room is available." I countered that this would mean, theoretically, if there is no guarantee, they could not give me a room at all. At that point, I was offered a choice to wait for my original room (with *no* guarantee or estimate of when the room would be available) or accept an AHA/wheelchair accessible room. Since I needed to make it to a business dinner at 6:00 PM, I begrudgingly accepted the AHA room. No compensation was offered for the room change or non-availability of my booked room.

A separate, but still irritating issue, was the valet wait time. I called from my room to request my vehicle be brought up, was informed that it would be 10 minutes. 34 minutes later, I received my vehicle.

I understand COVID has seriously impacted staffing in the hospitality industry. I have had stays where there are delays, but the key difference in those instances were that:
1. Expectations were managed properly/better. For example, tell the guests at check in that valet may take 30+ minutes due to short staff and to call in advance. If rooms cannot be cleaned in time, tell the guest upfront that there is delay in housekeeping due to staffing, that the room booked may not be available on time, and pro-actively offer options or compensation for the inconvenience.
2. The staff apologized and at least understood that they were not delivering to published expectations. In this case, I was stunned to be told by a front desk manager that there is no such thing as a check-in time, as if I were in the wrong.

I hope no one else has had an experience like mine, but if you have, I think all we can do as frequent travelers is provide feedback and hope that management notices.