landweber
23. Juni 2024
This is my third stay here. The first was good. The second my daughter found what looked like a poop stain on the chair in the room. This third stay started out poorly. I took a later plane than expected and arrived Wednesday morning, not Thursday evening. I hadn’t contacted the hotel, so they cancelled my reservation. I didn’t realize I needed to contact them, but that’s on me. They were able to get me a room, not the king suite I had reserved, but a two queens accessible room. And they told me they would honor the original rate, which I appreciated. The front desk clerk did make me feel like I was annoying them, but at least I had a room. When I got to the room I checked the Marriott Bonvoy app. It said my reservation was for only one night, when I had explicitly told the front desk clerk that I was staying for four nights. I called the front desk and they confirmed that I was staying the full time. Later that evening I checked again and the reservation still said only one night, so I went to the front desk and they extended my reservation. It now showed properly in the Marriott app, and I’m glad I confirmed that second time. The day of checkout, I got my bill and they overcharged me by more than $400. I checked the Marriott app and it now showed a completely different reservation at more than double the original rate. I went to the front desk and they told me to come back when a manager was available. I did, and they corrected the error. I’m glad I caught that before leaving. I got breakfast and requested late checkout, which they granted. When I returned to my room it had already been cleaned. Then I got a knock at the door at noon, which I answered telling them I was checking out at 1 pm. A few minutes later, they tried to enter. Overall, the communication between the front desk staff, Marriott, and housekeeping was poor bordering on incompetent. I expect they do a good job when everything goes smoothly, but it all falls apart when they have to deal with anything out of the ordinary.
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