Disappointing Experience with Front Desk Service at an Otherwise Beautiful Hotel
Jul 17, 2025 Sherpa01289216575
I recently stayed at this Marriott property while attending a conference from July 13–18. While the hotel itself is beautiful and the facilities are well-maintained, my experience with the front desk staff was extremely disappointing and far below the standards of service I’ve come to expect from Marriott.
On Tuesday evening, I was informed by a…
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I recently stayed at this Marriott property while attending a conference from July 13–18. While the hotel itself is beautiful and the facilities are well-maintained, my experience with the front desk staff was extremely disappointing and far below the standards of service I’ve come to expect from Marriott.
On Tuesday evening, I was informed by a front desk agent that my room was only paid through Wednesday. Since my organization had submitted payment for our group months in advance, I went to speak with my colleagues to confirm if they had encountered the same issue. When I returned to the front desk, I was treated dismissively and essentially gaslit—as if I had imagined the previous conversation. I was then told my room was actually paid through Friday. Rather than acknowledging the confusion or taking accountability for the conflicting information, the staff chose to deflect and offer no helpful resolution. This lack of transparency and courtesy was frustrating and unprofessional.
Worse still, on July 17th, I discovered that the bed linens in my room were visibly dirty and stained with what appeared to be blood. I immediately reported the issue to the front desk around 4:30 PM. The response I received was shockingly indifferent. The representative was cold, dismissive, and made no effort to apologize, show concern, or send someone to rectify the situation. Even after I showed photographic evidence, the representative continued to deflect blame rather than take responsibility for a clear housekeeping failure.
As someone who frequently stays at Marriott properties, this experience was deeply disappointing. The lack of professionalism, empathy, and accountability from the front desk staff was unacceptable. Marriott typically trains its employees in the core principles of customer service—none of which were demonstrated during my stay. I hope management takes this feedback seriously and addresses the training and culture at the front desk, as it reflects poorly on the brand.
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