Gæstebruger
31. januar 2023
We were in Dothan for a baseball tournament this morning and I received my hotel check-in confirmation from Marriott around 10am. I booked the hotel room a few months ago and confirmed the reservation two days prior. When I went to check in at 6pm they said they were overbooked due to a plumbing issue and moved my reservation to a Hampton Inn 15 minutes away. The desk associate gave me a Mapquest print out with the phone number of the hotel and my name handwritten on it. No reservation number. I called the Hampton and they did NOT have a reservation for me. I went back to the courtyard Marriott. The desk associate said she would work on it and let me know momentarily. waited in the lobby for over an hour. During the hour I waited, the same associate asked me multiple times if she could assist me. I told her she was working on transferring my hotel room and she responded, “yes, I’m working on that.” Meanwhile she checked in other guests that somehow they did have rooms available for. Also of note… during that hour I stood waiting, another woman checked in the hotel and came back down to the lobby as the room they checked her into had guests staying in the room she went into! They comped her room and said they would give her extra Marriott points and switched her to another room. At the end of the hour, the desk associate gave me a piece of paper with another hotel name and number - Days Inn. She explained that my experience at Days Inn would be great and I was booked and set up and it was even a cheaper rate than I had at Marriott for a comparable hotel. I drove to the Days Inn, which was close by, and it was the sketchiest hotel I’ve ever been to AND they DIDN’T have a reservation booked for me. I checked in with an uneasy feeling and after I went to my room I went back to the desk and told the associate there that I didn’t feel safe staying with my children. He kindly refunded my money. I called corporate Marriott to try and get help with the situation. After calmly explaining my experience to the associate and asking for assistance, the associate said he could see Marriott did not charge my credit card for the room I booked when he looked up my reservation number. He disconnected the call without ending the conversation and did not call back. I ended up booking a hotel on my own at a Hilton for more than double what I was paying at the Marriott without assistance from the local Marriott or corporate Marriott. I will attach photos of the Days Inn they Marriott “switched” my comparable reservation to for reference. They hotel lobby at the Courtyard Marriott looked decent but the customer service was outrageously horrible, unorganized and unprofessional. Beware booking there that they may move your reservation to another hotel without notification and not even do that correctly.
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