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  • It pains me to write a review like this because I like this hotel and I have stayed here a few times before. It shows you how much of a difference an associate can make in terms of customer service. Let me make it clear - I love this hotel! If I wasn't unfortunate to run into this front desk person - I still would have stayed in this hotel! I prepay for my hotel rooms because when I check in I want no surprises. So I checked in and a front desk person named Katanya said she could not get me the room I prepaid for and instead was going to put me in a room that I did not desire. I objected and did so with a right degree of indignation because I felt what is the point in prepaying for a particular hotel room, incur that charge, and then be told by the front desk person that they care not a hoot and they will put you in a downgraded room? My understanding is that if you prepay for a room then it is yours and you can show up at anytime. If you don't - your card is charged and you lose the money! I objected to Katanya and insisted on having the room I paid for but Katanya yelled at me and asked me to leave the property or she will call the police (!) In my entire life of booking rooms in hotels and staying at a reputable place like a Marriott property or for that matter even a Motel 6 I have never seen or experienced this sort of degrading customer service! I gave up and tried to get whatever downgraded room that Katanya was going to give me because I was tried and it was late at night but she got hysterical and yelled at me again to leave the property or she will call the police! Wow! I understand you can have a bad day but it is inexcusable to take it out on a customer! I am a senior executive with impeccable social credentials and I was amazed and astounded by this irrational inexcusable behavior! I had to leave the property and get another hotel room at a nearby place at midnight hour. I will absolutely positively take my case directly to Marriott CEO but I want to let you all know how degraded and humiliated I felt and give you fair warning so you don't run into this sort of a situation in the middle of the night. I will never stay at this property ever again!
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