“Sharon doesn’t need to be in customer service”
The property itself was amazing, yet I felt unwanted and discriminated against while I was there. I chose this Marriott property because I believed the brand represented quality hospitality, respect, integrity, and care for families. Marriott’s core values—Put People First, Pursue Excellence, Embrace Change, Act with Integrity, and Serve Our World—set the expectation that guests will be treated with dignity and fairness. Unfortunately, my family’s experience did not reflect those values. We were celebrating my child’s 7th birthday with family and friends when a situation escalated and turned what should have been a joyful celebration into a traumatic experience my children will never forget. I never stated that I was leaving the hotel. I communicated that the adults who were not staying overnight would leave. During my conversation with Sharon, I requested 20 minutes to allow those guests time to exit, and she agreed. I immediately went to the pool area to inform everyone, gather belongings, and resolve the situation peacefully. I was actively cooperating. When I returned toward my room, I discovered my key no longer worked. My children and my personal belongings were still inside, and I was unable to access them. I had to go to the front desk for assistance and an explanation. Sharon initially stated she did not disable my key, but later informed police that she contacted her supervisor and was instructed to disable the keys. This occurred before I was officially informed that I was being removed from the hotel and while I was attempting to comply with the request to remove additional guests. This experience failed to reflect Marriott’s core values: Put People First: My children, all under the age of 10, were placed in a frightening and humiliating situation during a birthday celebration. Instead of receiving support and compassion, my family experienced stress, fear, and embarrassment. Pursue Excellence: Excellence in hospitality requires communication, patience, and problem‑solving.
NicholHace 2 meses