Moxy London Heathrow Airport

When checked in on 9/8 night with queuing time more than 20 minutes, the staff told me unable as they said the booking name is not same as my id. He asked me impolitely why it is not the same. I explained to him it is the preferred name booking via third party which always works for me in my entire life. I showed my photo id, the booking confirmation email, pdf and even the credit card used for booking is correct. So I don't understand their rationale. Harry the reception manger was called after a while. He rudely told me if I would do the same for booking the air ticket. I said the airport is different with the hotel but unfortunately he told it is the same. Honestly, I don't quite understand his point as my credit card can also be my initials instead of full name. After negotiating for another 15 minutes, he said he will do it this time out of the gesture of goodwill. So actually it can be worked outside the box but he chose just to provoke the customer. He was asked to print out the terms and conditions about what he said but nothing was shown. He even told me not to argue but go to my room otherwise he will cancel the booking. It is ridiculous and unacceptable to treat your loyal member. Furthermore, £10 was requested for deposit but nothing was shown in the account after the payment. It's another fraud. The Marriott membership number was requested to put into the account for accumulating the points but was refused. Trip.com was contacted but they require hotel to accommodate but unfortunately it was rejected again by the hotel. The room amenities were very limited without any toothpaste and slippers which are quite basic stuff. The hairdryer was disgusting with hair still stuck at the back of the dryer. All the evidence had been attached. For check out, it takes another 20 minutes to sort the parking issue but still could not be fixed as the staff Ben said it's not their problem but another parking app provider. So nothing was their problem at all. To be frank, it is very surprised to learn this poor experience with Marriott hotel which makes me reconsider your brand.

Wonderful stay, I may said it is the best hotel I have lived in London. Thank you for arrange us to the highest floor and enjoy a fascinating view in morning. You may go to Heathrow Airport by bus, but there are to many choices for you, so great!

Staff were great , rooms were good clean and comfortable, will stay again , good breakfast