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| - On Saturday, March 12th, I reserved a room for my 15 year old son's birthday celebration. We invited 5 of his friends with the plan to have a night full of swimming, movies and gaming.
When making the initial reservation, I was informed the amenities would include all of the above. Upon checking in we learned there were no movies channels and the TV was not capable of ordering movies for viewing. A Red Box was not available or in walking distance. Additionally, there was no gaming system in the room as I was assured there would be.
After checking with the front desk, I was informed we could bring our own gaming system to the room and hook it up. We live 40 minutes away from the hotel but my husband drove home and picked up the Xbox. After driving over an hour to bring us the gaming system, my husband discovered the Xbox could not be played on the hotel TV.
Again we went to the front desk where we were told by maintenance and the Acting Manager, Tatiana, that the TVs in the Marriott were not compatible with gaming systems.
A few hours later I checked my bank account. It was here I discovered three unauthorized pending charges from the Marriott for over $300. The boys had no way of charging anything to the room and I hadn't purchased anything either.
I immediately went down to the front desk and spoke with Tatiana. She stated she had no idea where the charges came from and she couldn't do anything to help me. She said I could contact my bank and dispute the charges.
Why would I, the customer, have to dispute charges made by the hotel?! Unauthorized charges they gave no explanation for! Tatiana argued with me for over an hour at which point I asked for her manager's phone number. She called her manager Nate, and I informed him of what had occurred.
He stated he would refund the money of the charges and for the room stay. After resolving the issue, he stated he would contact me to let me know it was taken care of.
Sunday and Monday passed with no contact from Marriott or Nate. The charges had been processed through my account.
I took action and called Nate. He said there was nothing he or the Marriott could do to help me and my only option was to go through my bank for resolution. I was furious. Not only did Nate not follow through with his initial promise but he put the responsibility of fixing the issue on me and my bank. Obviously I am not a valued customer and the Marriott is not a customer focused business. From the amenities to the lying to the stealing from my account. I could not have been more frustrated or disappointed.
After speaking with my bank on Tuesday the 15th, they stated it would be a drawn out process to do a dispute and I wouldn't see a refund for several weeks. They urged me to contact the hotel. I called the Marriott back and requested Nate call my bank.
Nate did eventually work things out with my bank and he agreed to refund my money. Nate still could not provide a reason for the unknown and unauthorized charges. At this point it was too late for him to recover the bad customer experience that he, his staff and his hotel provided. I will never trust a Marriott again as I feel they stole from me, know they lied to me and was provided terrible customer service.
On top of this, it ruined my son's 15th birthday party. Had the receptionist and manager been honest from the beginning with regard to amenities, I would have chosen the Marriott on Warner in PHX as opposed to the Mesa locale. From this point on, I will never stay at another Marriott, nor will my large, extended family.
I have reported my experience to the Better Business Bureau as well as outlined my the interaction here.
If I could give this hotel 0 stars I would!!!!
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