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  • As someone who is a Gold Elite Marriott member you would expect better service. Upon arrival as they were checking us in they stated we had booked 2 Casita Rooms, one with a double bed and one king. When in fact we had booked 2 king rooms and one with a Sundeck. We had our reservation that stated so in hand and we verbally stated we were here for an event. The Front Desk Agent (who is in no way at fault and incredibly sweet) stated she would talk to her manager to sort this out. We knew it was bad news when it took over 15 minutes to answer us. When she came back she tried to rectify it by offering us a credit at the hotel (which we really won't have any time to use) and points for another night (which after this experience we may not go back to Marriott). Then we were told that our replacement room isn't even ready. We have an event that starts in less than an hour. Luckily the girl at the front desk did accommodate us with a courtesy room. However the reason I am so appalled was that the Manager never came out to address us. Instead, she sent her Front Desk Agent out to deliver what she clearly knew was bad news. Honestly, as someone who works in management and someone who has previously worked for Marriott I think that this is unacceptable and is definitely not up to Bill's high standards. They should've offered to comp at least one of our rooms. Besides that the Valet men and Bell men are nice and the Front Desk was nice as well. I'm just really disappointed in the way the manager handled the situation, it's honestly insulting. UPDATE: I just wanted to update this review, the manager Makenzie was fantastic. We were able to connect with her and she was able to help us out and really address our needs properly.
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