1/5 Jason L. 1 year ago on Google
Customer
Service
was
very
bad.
We
spoke
with
Nayely
who
claims
herself
as
a
supervisor.
Here
is
what
happened
-
When
we
walked
in
with
11
people,
they
already
gave
us
an
attitude.
This
is
our
second
stay
with
them
and
we
are
a
very
respectful
group
with
little
to
no
demand
from
the
hotel
staff.
Once
they
saw
us,
they
asked
if
everyone??
and
started
to
speak
in
Spanish
and
looked
at
us
weirdly.
We
didn't
care
much
and
started
the
check-in
process.
They
denied
check-in
since
we
have
a
large
group
and
we
only
book
3
rooms.
We
only
book
3
because
we
are
planning
on
4
people
per
room.
They
asked
us
to
pay
more
than
what
we
reserved
because
we
have
a
big
group.
I
stayed
with
the
hotel
3
days
ago
with
the
same
amount
of
people
without
any
issues.
All
of
a
sudden,
we
have
to
pay
extra
to
stay.
I
asked
them
the
reason
and
they
said
that
when
we
book
it
the
price
was
low.
Now,
we
asked
her
to
help
us
cancel
and
she
said
she
can't.
I
asked
them
to
let
us
stay
without
adding
this
ridiculous
fee
($125)
and
she
said
no.
I
asked
what
option
we
have,
and
she
said
to
either
pay
or
you
can
cancel
it
yourself
on
the
app.
Due
to
hotel
policy,
I
can
only
cancel
before
24
hours.
If
I
cancel
it
now,
I
will
get
charged
a
whole
night,
so
this
doesn't
make
sense.
The
point
here
is
that
she
refused
to
help
us
at
all
and
let
us
stand
there
trying
to
figure
everything
out
ourselves
until
we
call
the
Marriott
hotline.
Another
Supervisor
stopped
by
and
offered
to
explain
the
situation
and
was
able
to
help
us
cancel
without
penalty.
This
is
what
customer
service
means,
not
letting
your
customer
hang
around
trying
to
figure
things
out
themselves
and
not
offering
to
help
even
when
they
asked.
My
point
here
is
1-
you
should
try
everything
to
help
your
customer,
this
is
what
customer
service
is
about
2-
don't
look
at
your
customer
and
point
at
them
to
other
co-workers
and
started
to
speak
in
different
languages
3-
customer
service
means,
helping
your
guest
so
they
can
have
a
pleasant
stay
not
arguing
with
them,
and
giving
them
an
attitude
4-
Explain
the
situation
to
your
guest
not
just
ask
them
to
pay
extra
without
explaining
the
situation
or
the
reason
behind
it.
we
end
up
canceling
because
we
are
sick
of
her
attitude,
we
paid
more
to
stay
at
another
hotel
because
of
the
customer
service
and
attitude
not
because
of
the
extra
charges.
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