I am a frequent guest of Marriott International hotels and have always had positive experiences, which makes this stay particularly disappointing.
While the hotel itself has potential, the staff significantly brought down the experience. From the moment we arrived, there were issues with misleading information and poor service. The receptionist, Maria, claimed we had been upgraded to one of the best rooms; however, it was actually the standard room we had already paid for. The room was on the ground floor, full of mosquitoes, and the bathroom had a strong urine odor when we returned later that night.
When we reported these issues, staff did not follow up. Requests for basic toiletries were ignored, and calls to reception were either left unanswered or disconnected. The level of service was unacceptable.
What was even more concerning was the apparent discrimination. We noticed that English guests were treated with more attention, while others were ignored. This behavior is deeply troubling and should not exist in any hotel, especially one under the Marriott brand.
Additionally, interactions with other staff members were equally frustrating. The operator, Wasim, disconnected calls, and the housekeeper seemed more focused on receiving tips than providing proper service.
A particularly upsetting incident involved a lost scarf. A security guard initially told us it was at reception, but once we went to retrieve it, staff denied having it. We were given conflicting stories, and after waiting over 30 minutes, no clear answer was provided. Later, management sent an email claiming they had checked the room and lobby, which was inconsistent with what we had been told earlier.
Overall, the hotel itself may be good, but the staff lack professionalism, communication, and basic hospitality standards. This experience was extremely disappointing and not reflective of what I expect from Marriott. When the matter was escalated to the CEO and senior management, the scarf was suddenly “found,” which I find extremely concerning and unprofessional.
I was particularly disappointed by the attitude of some staff members, who came across as rude, dismissive, ******, and at times arrogant. Their behavior made me feel uncomfortable and as though my concern was not being treated with the seriousness it deserved.
Based on my experience, I am concerned that individuals wearing a scarf may be treated differently, which is both upsetting and unacceptable. No guest should feel judged or receive inconsistent service based on their appearance.
Maria, is a complete ****** staff member, she should be removed.. THIS SHOULD BE CONCERNING FOR MARRIOTT
Overall, this experience was disappointing, and I hope it is taken seriously!
I would definitely not visit this hotel again!
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