Just returned from our holiday to Italy. Spent last night at the above hotel, before an early flight from Marco Polo. We had stayed at several wonderful properties along the way, each one treating us extremely well, with friendliness, care, and professionalism. So, why would that not continue? Well, it did not at this hotel. Front desk staff were unsmiling, sullen, and at check-in, condescending. (This continued as I had to return to the front desk (and faced new personnel) to pay our bill in the early evening. I had been informed at check in to pay before retiring as we were leaving early.) This being a Marriott property (and I being a Gold Member), I expected my elite benefits but received none. Other "good" stuff: heat could not be adjusted in room and restaurant staff extremely rude. Yikes, not a good end to a marvelous vacation. Only one really good aspect: the shuttle driver who drove us over to the airport was very friendly, efficient, and on-time.
Contacted both Marriott and the hotel itself: did receive an apology and an explanation re the elite benefits, but certainly will not stay at this property again.
Posted by
Seattle, WA
16194 posts
You may want to post a review on Tripadvisor. Most people seem pretty pleased with the hotel, but a review like this may bring a staff problem to the attention of the manager, who can address it as appropriate.
Posted by
OP
Cochrane, Alberta
46 posts
Update on the above hotel:
Great second response from Marriott who listened to our experience and compensated us for our trouble there. Very much appreciated response from Marriott customer care.
Posted by
East Peoria, IL
786 posts
Thanks for posting an update. It's always, um, frustrating to have a terrible experience, but all the company can do after the fact is respond appropriately. Sounds like Marriott stepped up for you. Good to know.