I recently completed a 2-night stay at this property, and while the amenities at this hotel feel very guest-oriented, the entire facade comes down when the service from the employees is not up to par with the face of the business. I’d like to begin by saying that a majority of the agents on the lobby floor were truly pleasurable people: they were attentive, ready to assist, and engaged. Somehow, the one individual I encountered multiple times during my stay behind the front desk (whose name I was unable to obtain but can describe as a Latin man in his 40s-50s, salt-and-pepper hair, silver-rimmed glasses, clean-cut appearance) demonstrated very little initiative in comparison to the rest of his colleagues. When I approached the desk regarding my need recode my keycard- as my company had extended our stay by another day- he shot my keycard back to me and told me that he wouldn’t be able to assist me because he’d need to speak to a manager first and he was already assisting guests attempting to check in (even though the desk was empty), so it would be a while before he could confirm any details with his superiors. I told him it was not an issue, and sat directly in front of the desk to wait. Several agents on the lobby floor came by to check on me and ask if I was already being assisted, and I was under the impression that I was, which is what I relayed to the three individuals who had asked. 20-minutes later I watched as the same agent I had approached walked over to begin unloading items into the market next to the lobby beside his coworker while they began to converse and stock a fridge. Not once did he check back in with me, even though I was directly in his line of sight the entire time. I decided to leave the desk and come back down later, but was eventually called by a manager who explained the details of our extension and told me to come back down at my convenience to recode the keycard. I did so an hour later, and approached the desk to the same agent mentioned before. I said I was coming back to recode my keycard, and he seemed unwilling to help and made no effort to even ask me for my information; thankfully, he was intercepted by the female agent who was next to him filing papers, who told me she had called me. She asked me how I was doing, and made small idle conversation while she recoded my keycard. Even earlier in the day, I had been doing loads of laundry and even the maintenance workers fixing a machine next to me were so cheerful and constantly asked if I needed anything from them while they were in the laundry room! The MAINTENANCE staff…! I mention this entire ordeal to emphasize the point that this front desk agent has no business being behind the desk if he is so unwilling to assist guests. His demeanor the entire time I interacted with him was so dismissive- as if he’d rather be doing anything else than helping guests of the hotel. As a former front operations supervisor of a Hilton property, this agent’s attitude falls well below the standard of ANY corporate hotel chain’s mission and commitment to their guests. For me to take the time to pen my thoughts into a review should tell you just how dismayed I was by receiving such poor, subpar service during an otherwise luxurious stay. The gym, the bar, the pool, the rooms, the location- everything was exquisite! But it all means nothing if the people who guests are to come to for assistance show zero desire to assist them. Even so much as a smile would’ve been appreciated. I’m disappointed in you, sir. You are far too sharply dressed to have such an uncomfortable attitude toward your role as a front desk agent, and it is my sincerest hope that you can someday rise to the Marriott standard as the first face a guest at the Marriott West Palm Beach encounters when they come to your hotel.
