A beautiful hotel with wonderful accommodating staff. Spent my birthday weekend here, which was also my first time in Savannah.
There was one exception.
The female concierge was absolutely horrible.
As my husband and I arrived we were greeted by the most polite bellman and front desk agent at the elite check in. 100/10 service. We were instructed multiple times throughout our stay to visit the hotel concierge for a complimentary car service to destinations in the historic district. As instructed, we visited the concierge to take advantage of this option. The first time, her demeanor was nasty, defensive, and unwelcoming. She in fact advised us to WALK to a destination 10-15 blocks away. We politely left and toon the advise.
Fast forward to my birthday the following day. We had a wonderful gentleman named Alex on duty at the concierge desk (thank God), who went above and beyond to get us to a destination that morning knowing we were “first timers” in Savannah.
That same evening, my husband planned an upscale birthday dinner for me outside of the hotel. Once again we were instructed by the elite reception desk to visit the concierge for a ride. My husband went to the concierge desk to his dismay and the God awful woman with the blonde pixie cute and eyeglasses, was there to greet him and deny him a ride YET AGAIN. Meanwhile, I’m standing on the cobblestone road in heels and a dress, on my birthday, instead waiting on an Uber as opposed to the car we were advised that we had access to. To add insult to injury, as we waited, another JW genesis car had just returned from dropping another guest off elsewhere.
We spend a lot of money patronizing Marriott’s. My husband went out of his way to make sure everything was perfect for this trip. Yet, this woman with an attitude of someone that does not align with any of the high level professionals we’re used to dealing with at Marriott properties, made it her business to be lazy, and unprofessional.
She has the attitude better suited for a non customer facing position. Concierge is not her forte. Alex was wonderful, as well as all of the front desk staff especially the young black woman at the elite desk. AMAZING service.
This concierge woman has no idea what customer service is. And as a hard working couple who spends their hard earned money for an experience specifically at the JW Marriott, I was highly disappointed.
Next time I will spend my hard earned money at the Grand Bohemian, Perry Lane, or the Bardo.
Pro tip- Promote Alex or the woman at the elite desk; they get it. Leave ole Blondie in housekeeping.