Vieraskäyttäjä
19. helmikuuta 2023
Im not even sure where to start. Let’s start at check in. At check in it appeared someone was being trained which is fine, everyone starts somewhere. When Letty was finally able to wait on us, she asked for a form a payment and we explained that our room should have been covered. We explained that the room should have been covered by Aransas Pass police and she agreed they had made the reservation but said there was NOTHING she could do because there was no authorization on file. She insisted we give her a credit card until we were able to get this worked out with the organization, if we wanted to check in. She actually said i would have to call them to work it out. I walked out, called my contact at the police department who assured me the room was covered (I doubt she thought i could get ahold of anyone that quickly). Letty who was being less than helpful at first refused to speak with my contact at the police department, but relented and spoke with them on speaker. As Letty spoke with my contact she confirmed she had all the correct contact information (mind blown at this point because she said there was nothing she could do). The authorization was sent yet again to her email and we were able to finally get checked in. It’s hard to believe that when an organization blocks off rooms they are paying for, and one of their guests check in there is NOTHING the hotel can do when there is an issue at check in. There had to have been a contact person Letty could have called instead of saying there was NOTHING she could do. But the story doesn’t end there :-). We get our keys, go to our room only for the room keys not to work. So my husband went down stairs to get new keys. He came back up and guess what, the keys didn’t work yet again. So, I actually used the phone in the hallway to call the front desk. Letty came up at this point and tried our keys and agreed they weren’t working (like we were kidding or something…) She was able to open the door with her key and she told us to hang out in that room until she could figure out what was going on. She came back about 10mins later and said she had upgraded our room. Great, we could finally go relax after a long travel day. The sage continues… The next morning as we were leaving we stopped by the front desk to ask to have towels delivered to our room. The front desk agent who was not Letty or the trainee was very aggressive about us asking for towels. How long have you been here? When did you check in? When are you checking out? When we came back from the symposium later that afternoon, the trainee was sitting at the front desk, never said hi, never looked up, never acknowledged we even walked in the door. Yet again…what in the world is going on at this hotel. We stayed here last year for the same symposium and the front desk was so sweet and helpful. My husband who is actually Silver Lifetime Elite, has never encountered such service at a Marriott property.
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