293harryj
2. august 2024
We recently traveled to Santa Fe to play some golf and escape the Arizona heat. As a long-time Titanium member and loyal Marriott customer, I reserved a room at this Marriott, expecting the usual perks such as a warm welcome, early check-in, late check-out, and room upgrades when available. I had arranged for an early check-in at 10 AM through the application. Upon arriving at the hotel at 9:56 AM, we approached the front desk. The manager was present, working on a computer, and a young lady asked how she could assist us. I explained that we were a few minutes early but would appreciate getting into our room to drop off our luggage and golf clubs. Immediately, the manager interjected, stating that a king room was not available. His tone was not courteous but rather perturbed, as if we had done something wrong. I calmly asked when a room would be available, and he responded that it would not be for several hours. Despite having booked a king bed and Marriott allowing early check-in, this was the response we received. When I mentioned that this would not work for us, he abruptly offered to cancel our reservation. Shocked by his aggressive demeanor, especially towards a loyal customer, I asked for clarification, and he confirmed he was canceling our reservation. I was taken aback by his hostility and lack of professionalism. I intend to address this issue with the hotel management and Marriott corporate, as this experience was unlike any I have had in 25 years of traveling and staying at Marriott properties worldwide. Ultimately, we ended up booking a room at the Hilton.
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