Latonia B
14. September 2024
I have traveled the world over the past 40 years - and was excited at the opportunity to visit Aruba for the first time. Unfortunately it was the WORST vacation experience....EVER!! I can recount TWO (2) pleasant encounters over FIVE (5) days - both offered by the same team member - Ms. Nicole Tulloch (Malmok Bar & beach attendant). Nicole consistently demonstrated what I expected - each time I saw her - the Marriott experience (standard) what I have been accustomed to receiving where ever I travel - professional, friendly, and kind staff members. I expected a normal exchange of pleasantries with the hotel staff, but instead my husband and I were either completely ignored (staff at the Malmok Bar by the pool), or treated unacceptably rude by a beach attendant (photo below). The beach attendant - on our 3rd day - asked us what we wanted, where were we going - and we need a ticket for chairs! He grabbed a few chairs, threw them down aggressively, and walked away! Also, at the front desk while waiting our turn in line for assistance, a small petite older female staff member stepped/hurried in front of us with a hand full of receipts. The front desk attendant could only offer us his apology for her rude behavior! I still can't wrap my mind around the experience - a destination who relies heavily on tourism, right? It's unfortunate and sad that even a global pandemic that we survived wasn't enough to humble so many who work in hospitality! Fortunately because of my loyalty to Marriott in other geographies for so many years, I won't allow this horrible waste of time and financial resources to ruin the reputation of every other Marriott that knows, cares, and demonstrates how to treat EVERY guest! The only pleasant experience we had during our vacation was when we spent time at the Ritz Carlton down the beach. The Ritz confirmed that our negative experience(s) were isolated the the Marriott Vacation Club - not Aruba as a destination! We also returned home with a lot of cash because only Ms. Nicole deserved a tip! I hope that the leadership at this property understands and reiterates to every employee that they represent a personal & professional standard that must be upheld!
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