1. Our flight was delayed by four hours and we arrived at the hotel around 10 p.m. The man who checked us in acted as though we bothered him. We did not even receive our complimentary drinks, and he charged a specific amount without explaining that it was a deposit.
2. They never cleaned our room. We hung a "do not disturb" sign for about two hours in the morning, left the room around 12 p.m., and returned around 4 p.m. The room was still not cleaned. We were getting ready for our group event, and since we no longer had the sign on, they could have knocked and asked.
3. When we returned at night, the room was still not cleaned, so I went to the front desk to inform them, as we needed to shower and did not have fresh towels. I expressed how unacceptable this was for a highly regarded hotel like the W. I also informed the staff member that we never received our complimentary drinks upon arrival and expressed our dissatisfaction with the entire experience. She did not apologize, simply stating that she could have towels delivered and provide our complimentary drinks then. She returned with two paper cups almost full on a tray and said, "You can take the glasses, but the tray stays with me." She then asked if there was anything else she could do. There was not even a hint of an apology; she clearly could not be bothered and was quite rude while pretending to be polite. I proceeded to walk through the hallway and took the lift to our room with two very full paper cups in my hands, which I find ridiculous for a five-star hotel. She could have sent them to our room.
4. At checkout, they charged us twice for "housekeeping tips," as it was a per-night charge. We informed the receptionist about the aforementioned issues and stated that we did not intend to pay these tips. She was very apologetic and kind. She spoke to her manager, and when she returned, she first explained that she could not remove the charge because it was part of a deal and contract with the group; however, she then removed 50, as a gesture of apology.
5. We thought it was over and we would never come back to a Marriot again. But from this moment they started to review the final bill and refund us money, then take it back, then charged us 48 dollars for 1 pacífico beer that my bf took from the minifridge. Then 2$, then again. It was so confusing, and there is no way to contact them except by phone, which is not always possible with international calls.
6. All in all, it was a ridiculous and poor experience that I would never recommend to anyone.
