Over the last 10 weeks, I have stayed at this hotel four times. Each experience has not been enjoyable and the ONLY reason I have returned is that this hotel is less than 10 minutes from my continuing education class with UGA. Also, I like how all of the floors are attached to the building and when I walk to breakfast, I do not need to walk outside to do so. I have been a Marriot Rewards member for almost a decade and the level of poor customer service encountered here on 9.28.19 is atrocious.
I have assigned this hotel three stars based on my overall experiences.
1st visit – 9.14.19 -- 5 Stars Requested 4:00 pm check out and was granted with no problems.
2nd Visit-9.28.19 --1 Star ***There was a receptionist (T) that showcased the worst customer service I have experienced at a Marriott and I travel a lot. I requested a late check out 4:00 pm because my husband and special needs son traveled with me and they would be staying until then. After a long work week, my husband came along to be my driver. She immediately said that was not possible and I told her that I would pay for it. I asked her how much it would be and she said she did not know. She then became very defensive and argumentative, I immediately cut her off because I wanted to eat breakfast and get to my class on time.
3rd Visit-10.26.19 --3 Stars *The general manager was in the building so (T) was on her best behavior! There was not an issue with a 4:00 pm check out. I told her that she could go ahead and charge my card $70.00 for the late check out (that was the fee charged on 9.28.19). I’ve given this visit three stars because they have overcharged my card and it has not been cleared up. I have called and spoken to two employees and I have emailed the manager last Wednesday (she has not responded to my email). I will be contacting the headquarters about this error. Additionally, (T) was trying to redeem herself, but she made a recommendation to me that was repulsive. My time is already hectic and I was trying to enjoy my breakfast.
4th Visit 11.10.19 --3 Stars *(T) was professional and accommodating. But, I prefer to witness honesty and consistent best practices in place.
