2/10 Terrible
Evelyn
9 Dec 2025
Disliked: Amenities
I spent over an hour outside the airport trying to get in touch with the hotel to request the shuttle, only to learn—after speaking with three different Marriott 1-800 agents—that the hotel’s only phone line was down. I was shocked to hear there was no alternative contact number, not even a cell phone for the manager on duty.
I was then told the only way to request the shuttle was through the Bonvoy app. Unfortunately, because the reservation was made under my email but in my mother’s name, the app wouldn’t allow me to access it. The agents repeatedly told me there was nothing they could do because I booked through Expedia rather than directly through Marriott. As a longtime Marriott member, it was incredibly frustrating to feel like I was being treated as a lesser guest simply because of the booking channel—especially when I was still staying at a Marriott property.
Ultimately, I was instructed to take an Uber and “ask for reimbursement,” but again told it was solely up to the manager’s discretion and that they might refuse because I booked through Expedia. After all of this, I was left with no clear solution, no assistance, and no reliable way to reach the hotel for the shuttle I was supposed to be able to use.
This experience left me feeling stranded, dismissed, and deeply disappointed. It has made me question staying with Marriott in the future if this is the level of support provided when something as simple as contacting the hotel.
Evelyn
Stayed 1 night in Dec 2025