5/5 Luke H. 2 years ago on Google
Update
on
22
Apr
2022
The
Front
Office
Manager
got
in
touch
after
seeing
my
review,
which
was
a
pleasant
surprise.
He
explained
in
detail
what
happened
behind
the
counter
and
apologised
sincerely
for
it.
He
has
also
been
trying
(without
any
luck
so
far
tho)
to
liaise
with
Marriott
Customer
Service
to
rectify
the
missing
night.
Despite
the
missing
night
issue
not
having
been
resolved,
I
am
quite
impressed
by
the
way
the
hotel
followed
up
with
me.
A
willingness
to
go
the
extra
mile
is
one
of
the
qualities
I
respect
and
appreciate
the
most.
So
updated
review
-
from
one
star
to
FIVE
-
for
a
nice
hotel
with
a
very
conscientious
Front
Office
Manager!
.........................
Original
review
I
went
with
reasonable
expectations,
having
seen
the
4.4
out
of
5
on
Google
which
is
decent
but
at
the
same
time
knowing
Courtyard
is
not
exactly
about
luxury.
My
flight
got
delayed
so
I
arrived
at
the
hotel
around
midnight.
The
hotel
entrance
was
locked
and
there
was
this
drunk
gentleman
smoking
by
the
entrance
who
was
either
trying
to
help
or
messing
with
me.
But
he
said
there
was
another
entrance
on
the
other
side
of
the
building.
I
did
not
want
to
take
the
risk
so
knocked
on
the
door
instead.
Eventually
a
member
of
staff
saw
me
and
let
me
in.
However,
poor
reception
guy,
whilst
being
friendly,
couldn't
check
me
in
as
'there
was
some
IT
problem'
so
he
gave
me
my
key
card
and
said
they'd
check
me
in
first
thing
in
the
morning.
I
was
OK
with
that,
thanked
him
and
went
to
my
room.
I
checked
on
my
Marriott
App
in
the
morning,
I
was
checked
in
so
no
problem
there
(but
keep
reading!).
I
then
ordered
laundry
service.
The
laundry
lady
who
came
to
collect
my
laundry
said
she
couldn't
do
dry
cleaning
or
wash
any
expensive
items
and
wanted
me
to
get
those
items
out
of
the
bags.
None
of
my
items
were
expensive
(I
wish!)
and
just
to
avoid
keeping
her
waiting
at
the
door,
I
suggested
she
take
everything
in
the
bag,
double
check
at
her
workspace
and
then
return
those
items
she
cannot
clean.
She
happily
agreed.
I
was
courteous,
understanding,
and
supportive
throughout
the
interaction.
A
few
hours
later,
none
of
my
items
were
returned
so
out
of
curiosity,
I
phoned
them
to
find
out.
Unfortunately
it
wasn't
that
she
could
clean
everything
after
all,
she
just
forgot
to
bring
back
those
items
she
couldn't
clean.
When
she
eventually
brought
them
back,
I
was
again
respectful
and
understanding,
and
asked
her
not
to
worry
about
it.
My
laundry
was
supposed
to
be
done
and
returned
the
same
day.
But
I
heard
nothing
from
the
hotel
that
day
so
waited
until
the
following
morning
(thinking
they
probably
needed
more
time),
a
few
hours
prior
to
my
planned
check-out,
before
calling
them
again.
Ready
for
this?
They
told
me
I
had
to
go
down
to
the
reception
and
collect
my
laundry
myself
as,
again,
'there
was
something
wrong
with
my
credit
card'.
I
was
trying
to
be
understanding
and
cooperative
so
explained
I
would
be
checking
out
in
a
few
hours
so
could
sort
out
whatever
problem
they
were
having
then.
Also
I
did
ask
why
they
hadn’t
informed
me
of
any
issue
earlier?
If
I
didn’t
(e.g.
forgot
to)
contact
them,
would
they
keep
my
laundry
after
my
check-out?
But
despite
all
my
efforts,
they
still
insisted
on
me
paying
the
ransom
at
the
reception
before
I
could
have
my
laundry
back.
So
I
went
downstairs
and
collected
my
laundry
from
the
reception
myself.
There
was
an
additional
member
of
staff
at
the
reception
who
was
very
apologetic
but
too
little
too
late?
I
had
my
first
'pay
ransom
first
and
collect
your
laundry
at
reception
yourself'
experience
with
a
Marriott
hotel...
And
remember
I
said
they
couldn't
check
me
in
when
I
first
arrived?
Oh
it
turned
out
that
did
cause
a
problem
-
the
first
night
of
my
stay
was
missing
from
my
account
which
means
more
time
to
be
spent
on
rectifying
that
with
Marriott
customer
service.
There
was
no
argument
or
even
raised
voice
at
any
point
(just
not
my
style!)
but
this
was
easily
one
of
my
worst
Marriott
experiences
so
far.
But
4.4
is
a
strong
rating
so
maybe
I
was
just
unlucky?
Anyways,
hope
my
review
is
useful
to
you.