No service, No follow up, Pot smoking in the rooms, non working bathrooom
Jul 29, 2021 Gonzalo d Atlanta, Georgia
Location is good, next to Brooklyn bridge, rooms are ok, beds are comfortable. My room was seemed a bit dated when compared to the pictures online. Now for the issues with the stay. Upon getting to our room, toilet did not flush. We called several times, but no one would pick up the phone (around 9pm). I had to go to the front desk and tell them.…
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Location is good, next to Brooklyn bridge, rooms are ok, beds are comfortable. My room was seemed a bit dated when compared to the pictures online. Now for the issues with the stay. Upon getting to our room, toilet did not flush. We called several times, but no one would pick up the phone (around 9pm). I had to go to the front desk and tell them. Technician came, said he fixed it, but looks like the part is old and would get stuck again, over and over. We called again, but no answer. So each time we used the toilet, we had to lift the lid of the tank, push the valve into place, so the tank would fill up. When we went to sleep, our neighbors put some music, which was not too load, but then began smoking pot. The pungent smell in our room was unbearable, as it seeped under the connecting rooms door. I had to open windows and put a towel on the floor, but it was useless. I called several times, and again, no answer. It was midnight, so I did not want to go in my pajamas to the front desk. By exhaustion, I fell asleep around 1:30, just to be woken up at am by some very loud alarm from the connecting room. Again tried calling front desk, and nothing. At about 10 am, the pot smoking fest was back. At which point I went to the front desk and explained the issues. They apologized and said they would send someone, and they would credit me some miles as a gesture. When returning to my room, I saw housekeeping in the room next to mine. I entered and mentioned the issue about the pot smoking. Thankfully I did that, because they thought the smell came from my room. Had I not told the front desk about it, I would probably would have been charged for cleaning fees on top of all the above mentioned issues. Additionally, as a Platinum member, I requested the night before a 4pm checkout, and they programmed our keys accordingly. At 11am, I get a call from housekeeping telling me I was checking out today, and why i had not left the room. I explained the above to them. After 10 min, I get a call from Room control. I much more aggressive person told me I had gone down to complain about some issues, and that meant I was supposed to check out. Not sure how she came to that conclusion. She repeatedly told me I was supposed to leave my room by 11, ignoring my explanation about the late check out, stating my complaint to the front desk implied I was checking out immediately. When I finally checked out at the front desk, I was again thanked for my patience, and without asking, they told me again I would see some miles on my account as compensation for all the issues.
Finally, during this trip that I have stayed at over 10 hotels in 8 States, I usually get my final bill by email, and a link for feedback. I did not received any of these, and Marriott does not allow to provide feedback without the email link from a confirmed stay. Seems they avoid sending these for stays that may have had issues. Finally, there are no food and beverage options but a coffee and pastry service during the morning, so don't expect most of the bonvoy privileges associated with your status. I would not recommend this place for the price and specially for the lack of service or caring, and rudeness of the room control staff.
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