I am writing to share feedback about my recent stay, July 14-24. While there were positive aspects, several issues significantly impacted my experience.
Prior to my arrival, I attempted to reach out with questions and concerns, but my emails and messages went unanswered. This lack of communication set an unfortunate tone before I even checked in.
Upon arrival, the wait time to check in was extremely long. Although multiple agents were present, many appeared to be standing around, taking breaks, or chatting with coworkers rather than assisting guests. As a result, the line moved very slowly.
Additionally, I was not offered “first time stay” points, nor was I permitted to earn my Marriott member points during my visit. This was disappointing, as loyalty benefits are an important part of choosing Marriott properties.
I was also quoted a rate of $79 plus resort fees to extend my stay by 8 hours. However, when I attempted to confirm, the rate had increased to nearly four times the original amount. This inconsistency was frustrating and felt misleading.
The bellhop desk informed me that my bags would be brought to my room within 20–25 minutes, but the actual wait was nearly an hour.
I do want to highlight one exceptional part of my stay: the cleanliness and thorough service provided by the housekeeping team. Their work was impeccable and truly stood out.
I am sharing this feedback in hopes that these concerns can be addressed to improve future guest experiences.
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