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  • Let me start by saying that I have been planning my family reunions at various hotels across the country for 12 years. I decided to try a new venue in Cleveland, the Marriott East. It was the worst decision ever. Things were going well in the planning phase until my original sales manager quit to go to a new hotel. The news sales manager was a nightmare. From the beginning, her customer service skills were horrible and she was very rude. Each time I would call her, she would act as though I was bothering her or as if our family reunion didn't matter. She was very stand offish from the beginning. It only went further downhill. On the weekend of our reunion, the food we ordered for the hospitality suite sat out uncovered for over 4 hours and had fruit flies flying over it. We were over charged (quoted one price and charged another) almost $400 for a small fruit and cheese platter that had fruit flies flying over it that had only grapes, Swiss cheese, and some crackers on it and a veggie tray that had mostly radishes on it. The hotel was busy that weekend because they had several events taking place and it showed! My room wasn't cleaned for 2 days and several of my other family members complained of the same thing. In addition, dirty towels were delivered to me. I had to call down to the desk several times to have my room cleaned, hotel toiletries, and for clean towels. When I brought all of these issues up, I was basically blown off. The sales and catering manager offered to give me some extra points. After that experience, even though I am and have been a rewards member for many years, who would want to stay in a Marriott again. She then offered to refund me my money for the food left out on Friday and then reneged on her promise, thus putting an even worse taste in my mouth about the whole experience. Bottom Line: the customer service at this hotel is horrible. Do not plan or host an event here. Take your money down the street to the Hilton or the Embassy Suites where their staff is friendly and courteous and will appreciate your business and treat you with respect and not just take your money and treat you like CRAP like the Marriott did us!
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