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| - Let me start by saying we stayed at this hotel last year for Angels spring training and the experience was amazing! Service was perfect, staff was friendly, rooms were beautiful and you can't beat the location of the hotel and closeness to Tempe Diablo Stadium...
We came back to stay at this hotel last weekend for our annual Angels spring training trip and we expected to have the same experience with our stay...but we were pretty disappointed. We booked our room about 3 months in advance for a patio room with a view and 2 double beds. When we arrived on Saturday morning to check in, we were early it was around 10 am. The room was not ready and they told us they would call as soon as it became available. We had a game to catch so we parked and walked down to the stadium. Later on that day my husband went back to grab our room keys...(we still hadn't received a call from the front desk but by now it was past 2pm and the room had to be ready). When my husband went to grab the keys, the gave him a hard time because he was not the name on the reservation, even though I let them know he would be picking up the keys. Once he finally got the keys and went to the room he noticed it only had one bed, no patio and no view! He called me and let me know, and I called the hotel. They told us there was nothing they could do. That they overbooked the 2 bed rooms and this was the only room available!! We had three people in our party, my husband and I and my father. This was unacceptable. Especially being we booked this room months in advance. Also the fact that when my husband went to pick up they keys they acted like nothing was wrong!!
After the game I went to the front desk to complain and spoke with a manager- Shawn. He was very unprofessional and rude. He spoke in a condescending tone to my father and I. He offered no solutions, and said he would take $60 off our bill each night and they upgraded us to a one bedroom junior suite with a couch bed for my father...The problem I have with this is we did not want or need an upgrade! We needed an extra bed. And a discount to 199 a night hardly seems like a fix to me. Especially being that they had to provide a room with another bed somehow- so they were giving us a discount on a room they HAD to provide in order to properly accommodate. Seems a little backwards to me! Also Shawn the manager told us they overbooked, when I later found out this wasn't the case, and their was supposedly a "sick" guest. The communication among the front desk staff was ridiculous. They seem to have no idea what is really going on and will tell you anything to avoid confrontation. On top of all this room fiasco they had problems with the elevators all weekend and most went working. Had to open the service elevator...
I spent my Saturday afternoon calling Marriott customer service and trying to speak to someone higher up in command. This never seemed to solve anything and no one could help me for the most part...We were told they would move us to the correct room on Sunday. However, no one ever called us until 6pm at night on Sunday to tell us a room was ready. At this point we were checking out the next morning, why would we move? We asked if they could provide us with some kind of dining credit to properly compensate and they refused this time and again, acting as if they credit off discount for the upgrade we didn't ask for was enough and it would break the bank to offer anything else. We are extremely disappointed with the resolution of everything and how things were handled by management and the front desk.
I will say the resort is beautiful, the rooms are very comfortable otherwise and the wait staff at the restaurants are amazing! Perfect service. The front desk staff could learn a thing or two by watching the wait staff...
We are still in the fence on whether we will stay at this hotel again next year. How do we know we will get the right room if we book in advance again? We will be treated like this by the front desk next year? Is it worth it...even though the location is perfect and the ambience is beautiful? I have yet to hear back from anyone at Marriott corporate...
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