As a Marriott Platinum Elite member, I can honestly say this has been one of the most disappointing hotel experiences I’ve had, and it has made me question whether I would ever stay at this Marriott again.
The issue itself wasn’t the problem. When I noticed the Marriott app showed that I had checked out and my room hadn’t been serviced while I was at work, I assumed it was simply a system error. I went to the front desk to let them know, and it turned out they had no record of what room I was in or even that I was physically staying in the hotel. Systems fail—that happens, and I wasn’t upset about that.
What was unacceptable was how I was treated afterward.
Two members of the front desk staff questioned whether I had ever checked in. After I answered their questions, they continued to argue with me, insisting my answers were wrong. They claimed I hadn’t checked in at the front desk and even insisted I had arrived after midnight, despite me telling them exactly when I arrived.
I had to produce the two physical room keys that had been issued to me and ask the obvious question: how would I have obtained room keys if I hadn’t checked in? I even showed them a timestamped photo of myself in my hotel room bathroom at 5:38 p.m. to prove I was a registered guest.
Even then, I was asked for my driver’s license and credit card again. There was no apology, no explanation, and no empathy—just a defensive attitude. At no point did anyone acknowledge how absurd the situation had become or apologize for making a paying guest prove they belonged in their own room.
The system error was never the issue. The issue was the customer service. Instead of listening, the staff repeatedly challenged me, dismissed what I was saying, and treated me as though I was the problem. I left the interaction feeling embarrassed, disrespected, and frankly stunned.
Management later apologized, but the apology was repeatedly qualified by explaining how the system had failed or suggesting there had been a misunderstanding. A genuine apology accepts responsibility. It doesn’t spend most of its time explaining why what happened wasn’t really the hotel’s fault.
Technology fails. What defines a great hotel is how its people respond when it does. Unfortunately, this property failed that test.
The most disappointing part is that I still had three nights remaining in my stay. Rather than trying to restore my confidence or improve the remainder of my visit, I was simply offered points after the fact. While I appreciate the gesture, I wasn’t inconvenienced by the system issue—I was disappointed by how your staff chose to treat me.
There are too many excellent Marriott properties in Miami to accept this level of service. As a loyal Marriott Platinum Elite member, I won’t be returning to this hotel, and I hope management takes a serious look at the culture and leadership of the front desk. World-class hospitality starts with believing your guests, not arguing with them.
Not to mention my room was pretty gross. Here are some pictures.
