“Excelente”

“I have been a Marriott member for almost 20 years. I have been lifetime Platinum for the last 5+ years.Only 1 time in those 20 years have I felt the need to communicate my disdain for a Marriott property. Unfortunately, this is the 2nd time I must communicate my complete and utter dissatisfaction with a Marriott property.Let me start by saying I understand that COVID has severely hurt the hospitality business. I understand that properties are short staffed.I also run a business and if a business cannot deliver on meeting their guest’s satisfaction, the property needs to make some serious choices. They need to either limit the number of guests staying in the hotel or close the hotel until they can meet their guests needs.The following are the issues me and my associates recently experienced in regard to this property: • We were there for 5 nights and our hotel rooms were never serviced once by housekeeping. Yes, I am correct in saying that. Never had our beds made, never received clean towels, etc.. • The hotel room was missing shampoo and skin moisturizer• One of my associates was staying in Rm 309. For 3 nights in a row there was an issue with her accessing her room due to the door lock malfunctioning. It wasn’t repaired the first night, wasn’t repaired the 2nd night and the 3rd night the front desk said “Sorry we can’t get you into your room.”REALLY???? Was she to sleep on a couch in the lobby? Finally someone got her into her into her room and the lock was finally fixed.• The same associate lost her cell phone on October 29th.She went down to front desk to have them call my room (Rm 809) so that she could let me know she lost her phone and help her find it?The answer from the lady at the front desk was “I don’t know how to call his room?” Really? All 3 rooms were in my name and she didn’t know how to call my room?My associate had to spend $80 on an Uber to visit the restaurants we visited earlier to finally find her phone.• I went downstairs for breakfast the 1st morning and there was a pepper grinder at the buffet but no salt grinder. I went and asked for a salt grinder and was given one. They next morning the pepper grinder went missing and was MIA for the remainder of our stay.• I went to use the juice machine the first morning and I was told it was out of order.• The next morning the juice machine was working (taped up with 10 pieces of scotch tape) and there were no cups.Finally they found the cups!• I went to use the laundry machines on the 6th floor and there was a sign on the door “out of order.”On a positive note, with the exception of the clueless lady at the front desk several nights, the staff was overly polite and friendly!Again, I have only written a complaint letter like this once in 20 years staying at Marriott properties. If they are short staffed, the management should roll their sleeves up and dive in to help complete the above tasks. If they do not, close the property or limit the capacity so lifetime Marriott customers like me or someone staying for the very first time don’t experience such a horrible stay!”