4/10 Poor
MARITZA CANO
Travelled with family
20 Mar 2025
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities
My stay at this hotel as a Bonvoy member was a mix of frustration and a few redeeming moments.
Upon arrival, after a 10-hour trip with my family, I was exhausted. Despite having requested early check-in, the receptionist was unhelpful and unwilling to accommodate. After insisting, I was finally given a room—but not according to my profile preferences, which I have consistently detailed over my years as a Marriott member. Her attitude was rude and unkind, making an already tiring experience worse.
Thankfully, Ms. Mishelle stepped in. She was professional, attentive, and made an effort to expedite our check-in, ensuring we could rest before our scheduled events. She was the only reason the situation improved. she made up!
Unfortunately, the room we were given had serious issues. The air conditioning wasn’t working, making the room unbearably hot. The toilet wasn’t functioning properly, and the water pressure in the shower was extremely low in both of the rooms we booked. These issues made it difficult to rest and freshen up.
To make matters worse, I didn’t receive any of the usual membership benefits I enjoy in the U.S. I felt like a second-class guest—except for the service provided by Ms. Mishelle. After two nights, she arranged for a move to a supposedly “newly remodeled” room. However, this room was smaller, had contemporary furniture I didn’t like, and didn’t feel like an upgrade at all.
Positives:
1. Breakfast was good, and the restaurant staff, especially Monica a
MARITZA CANO
Stayed 4 nights in Mar 2025
