“Terrible customer service”
After an event we were hungry and left the hotel, but a guest‑services staff member suggested we order food through the hotel’s app; the app was confusing and we had to go to the front desk for help, which they didn’t know how to use, so we were redirected to the bar. Finally we managed to place an order, but the delivery promised 25‑35 minutes never arrived on time; over an hour later a single bun appeared at our door, and after calling the front desk we were told the rest of the meal was on the way. Another 25 minutes passed before the food arrived, and it was cold, the burger lacked a bun, and my wife’s sandwich was soggy as if it had been dunked in water. We took the food back to the front desk, where a manager offered to waive the bill and give us something else for the inconvenience, but we still went hungry that night. Two months later, every call to customer service has just been a run‑around with no resolution, which feels unacceptable for a Marriott.
RichardA month ago