I stayed at this hotel to celebrate my two children’s birthdays, and unfortunately, our stay started off very poorly. I booked through Expedia and specifically reserved a two-bedroom suite with one bedroom having two queen beds and its own bathroom, and the second bedroom having one king bed and its own bathroom. Instead, we were given one king bed and one queen bed. When I brought this to the front desk’s attention, I was immediately told it was Expedia’s fault. There was no apology, no effort to find a solution, and the employee who help checked us in was rude and dismissive. To the point that I had to spend another 500$ to get another room. She also said here she comes again 😠when I came down to get the second room. We were also told housekeeping would clean our room every other day, but our room was never serviced during our stay, leaving us to reuse towels and clean up ourselves. As a Marriott property, I expected much better. The only reason I am giving 3 stars instead of 1 is because of Tina, (I hope I have her name correct)who helped me on the morning of checkout. She listened, showed genuine empathy, and treated me with respect. I even told her I wished she had been there at check-in because I believe our experience would have been completely different. Tina is an outstanding employee and deserves recognition. I hope management addresses both the reservation process and the customer service at check-in so other families don’t have the same disappointing experience.
Servicio de autobús lanzadera (gratis)