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  • Despicable customer service. We sent our 13 year old daughter with her soccer team to stay at what we assumed was a reputable Marriott hotel. We call d 3 days in advance to fax the credit card information and third party authorization to the hotel so our daughter would not have to worry about anything. We called back the day after we faxed the requested information to ensure everything was satisfactory and went through. We were told without hesitation that everything was great and we were all set. This evening we received a call from the soccer teams manager informing us that the credit card the room was booked under for our daughter was declined. We immediately called the hotel and spoke with the self proclaimed "operations manager" (Joseph) who informed us that they cannot accept personal credit cards. When we REPEATEDLY asked why were t we told this 3 days, 2 days, or even a day before our daughter arrived at their hotel, his repetitive answer was "I'm sorry you were told that but there is nothing we can do". Nothing they can do?! How about customer service? Charge the credit card in lieu of YOUR companies mistake that is putting undue stress on a 14 year old girl. How about comp the room, make another arrangement, offer an alternative?! Nope. Apparently and operations manager is only authorized to tell people "too bad so sad". In this day and age if severe lacking of personal responsibility, a company/corporation as large as Marriott should have more customer service centric policies or at least authorize or train so-called managers (which appears to be a title with no teeth) how to think outside of the box and operate in the best interest of the customer as oppose to reading line from a manual like an automated bot. Very disappointed and will dissuade any and all future stays with Courtyard by Marriott by any and all friends, family and acquaintances.
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