Mariana Fratta
May 2026
★★☆☆☆
I recently stayed at this property for seven nights across multiple back-to-back reservations. At check-in, I explained that I had different room types booked during my stay and asked if it would be possible to remain in the same room to avoid moving. I even offered to downgrade my room if necessary. I was assured this would not be a problem and was told I would simply need to stop by the front desk each day to complete the check-in/check-out process.
Based on that assurance, I unpacked for the duration of my stay. However, the following morning, during the daily check-in/check-out process, I was informed by a front desk agent that I would need to move rooms due to the room type change. I explained that another agent had already approved me to remain in the same room, but the response I received was dismissive and unprofessional. The agent stated that it did not matter what I had previously been told and that I still needed to move. The original agent who had approved the arrangement was present nearby but did not step in to clarify or assist.
To be clear, I understood from the beginning that moving rooms could become necessary because of my reservations. My frustration was not with the move itself, but with being given conflicting information and the way the situation was handled. After this interaction, the same agent ignored me for the remainder of my stay, even on occasions when she was available and not assisting other guests.
I spoke with several other front desk agents throughout my stay, and while most were friendly and genuinely tried to help, there seemed to be a major lack of communication between shifts. No one ever followed up with a clear resolution, and I repeatedly had to explain the entire situation to different staff members each day. I was frequently told to “check back later” to see whether anything had changed regarding my room assignment.
I also booked rooms for another guest traveling with me. I had previously arranged for her to check in under her name, yet upon arrival she was told she could not check in unless I was physically present. She ultimately had to provide screenshots of my prior communication with the hotel before the issue was resolved. She was also later asked to move rooms and had specifically packed early in order to stay on the same floor as me, which had been promised, only to later learn that arrangement had not been honored either.
Another frustrating experience occurred during one of the room moves when I was instructed to bring all of my belongings down from the 15th floor before keys to the new room would be issued, despite the room already being ready. It created unnecessary inconvenience and confusion. Overall, the front desk operations appeared disorganized, and several staff members seemed unsure about procedures or prior arrangements made with guests.
This was honestly one of the most chaotic stays I have experienced in over 10 years of traveling with Marriott properties. I say this as someone who works in the hotel industry myself and who also holds Platinum Elite status. Regardless of whether I was using an employee rate, I expected the same level of professionalism, communication, and respect extended to any guest.
I do want to recognize the staff members who genuinely tried to assist and remained courteous throughout my stay. Many employees were friendly and did their best under the circumstances. As someone who started in hotel front desk operations myself, I understand how demanding these roles can be and how critical communication is between teams and shifts.
Unfortunately, due to the repeated confusion, inconsistent communication, and unprofessional interactions, I would choose to stay elsewhere in the future.
