We are Marriott rewards members and used some of our points on this room for a place to stay after a friend's wedding. Because check in wasn't until 3:00 PM and the wedding itself started at 3:00, we called the hotel and asked if it would be possible for us to check in earlier. An employee named Larry said that a room would be available for us at noon.
We arrived at the hotel at 1:15 only to be told that there were no rooms available by the woman working the front desk, whose name I believe was Sherry. She was exceptionally rude and didn't seem to know or care that we'd been promised a noon check-in, even after we'd explained it. Someone from housekeeping offered to clean a room for us in "35-45 minutes," which would have given us virtually no time to get ready for the wedding. We canceled the reservation and went elsewhere. We weren't even offered an apology.
When we called later to explain our dissatisfaction with the way our reservation was handled, Sherry purposely hung up on us. This is beyond unacceptable. I personally will never even think of staying in this hotel again and will encourage others to do the same. If this is how they treat their rewards members, imagine how they treat the general public. Stay away.