EricFreed

We had a very poor experience at this hotel from a customer service perspective. After making the reservation earlier in the day for myself and my daughter, specifically for a room with two double/queen beds, we arrived late in the evening. We found a very nice young lady at the front desk. A few minutes later, another lady came out of an office and took over, completing the check-in. We didn't know it, but we were intentionally tricked by this "supervisor" into accepting a single king room. We arrived at the room and found the door propped open and all of the lights on. Thinking there must be a mistake, and we were given someone else's room, we knocked on the door, stepped in to look around, and found a single king bed, not the two double beds we expected. We immediately went back to the front desk where I said there was a mistake, that we had specifically reserved a two-bed room, and that the door was propped open. The young lady there said that it must have been the room they had given to someone else, but who moved out because they wanted a different room. I told her we were concerned that someone else was in the room. The supervisor who checked us in came out of her office and we told her what was going on. She then told us that this was the only room they had available. She gave me no other option. She said it had a sofa bed that would be the second bed. They had one other two-bed room, but it was committed to someone else who had not yet arrived, but who had a "guaranteed" room. I said we were not going to take a room without two beds, which is the only reason we made a reservation at this hotel. We also were not going to accept a room that someone else had occupied, with the door propped open, and we had no idea whether the room had been "soiled" by someone else. Again, they gave me no other options. I asked why we were not being given priority over someone who had not yet arrived. I said I was a Marriott member for well over a decade, but she said it didn't make a difference. The other guests had a "guaranteed" room. She never explained what that meant, nor why my reservation wasn't guaranteed, but I was not their priority. After arguing with her for at least 20 minutes, my patience was growing thin, and I stepped aside to check my phone to find another hotel. We found one about ten minutes away that had not been available when we checked earlier in the day, but it turns out they had a cancellation. I returned to the front desk and said I was leaving for the other hotel, and I requested that the cancellation fee be waived since they did not give me the room I reserved. They agreed, and I angrily left. We arrived at a wonderful Holiday Inn Express and checked into the last room available, just over an hour after arriving at the other hotel, just before midnight. This was the worst experience I've ever had with a Marriott hotel.