Gästanvändare
31 januari 2023
When I checked in, my status (Titanium Elite) was NEVER acknowledged and NEVER offered a choice of a welcome gift or extra point. Marriott standards are going to crap at the expense of poor customer service from the staff at their franchise locations. My family and I checked in on a Friday night for a 3-night weekend Labor Day Weekend checking out on Monday (Labor Day). The hotel was mice and clean. The pool was great, and the kids enjoyed it. Breakfast was ok (scrambled eggs, waffles, sausage patties, bacon, toast. Cereal and milk, juice). On the first night my family and I could not take a shower due to no hot water and the bathtub not draining. I went down to the front desk and requested another room, but I was given the option to move rooms. The night desk attendant told me “I cannot switch your room with the managers approval”. She claimed she texted the manager and told me that she would call me as soon as she heard something. Of course, I NEVER received a call. The next morning around 7:00 AM I went down to the front desk and ask the associate why I never received a call back or why she didn’t give me a different room. She showed me the text message that she had sent to the management, but she stated that no one responded. POOR MANAGEMENT at best. I have NEVER heard of a hotel of any chain refusing to move a guest to another room if the room assigned to has problems. I also have NEVER heard of a front desk overnight associate without empowerment powers to take of the guest. Around 8:30 AM the next day a gentleman who claimed to be housekeeping arrived with a plunger. I explained the problem with the tub and the night associate. He stated that “I am the person who makes the decision on whether or not to move a guest to another room”. He then asked me “are you a member”? My response was yes, I am a member, but what does membership have to do with a guest dissatisfaction with room with a tub not draining. He asked me if I wanted to move to another room or did, I want him to try and fix the drainage problem. I told him whatever works for and that I would be noting the issues on my Marriott review of the hotel. I guess that statement made him upset because his response was “I guess it doesn’t matter what I do, you’re going to give me bad review anyway”. We let for the day and returned about 6 hours later. The tub drainage problem had been fixed. Housekeeping had come in and half cleaned the room, emptied the waste basket and left the bag of trash in the middle of the floor. Each and every time we returned to hotel, the front desk associates NEVER spoke or acknowledge us. They are just not sociable or customer and NOT customer friendly. One night my granddaughter wanted to purchase some chips from the shop. She stood at the counter for more than a minute without anyone coming out to assist her. I could see a guy sitting at a desk in the back looking at us, but NEVER came to the counter. I finally called out to him, and he came up
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