I will never stay in a Marriott again. I exchanged my 2 five star resorts through Interval International for two units - one at the Marriott Surf Club and one at the adjoining Marriott Beach Club this past August.
The unit at the Surf Club was on the second floor facing a very busy foot path to the pool. My two sons had the studio room at the Surf Club and my boyfriend and I had a one-bedroom unit at the Beach Club. We picked them up the second night we were there at 8:30 p.m. to go to dinner and then went to the casino, which is their third property, the Marriott Stellaris. These three resorts are all in a row, right on the beach in Aruba.
My boyfriend is a fanatic about making sure everything is locked, so I am positive that the slide glass door to the patio was locked when we left. When the guys returned to their room around 11:30 p.m. they had been cleaned out: computer, IPods, iPhones, brand new, just bought, underwater camera, $250.00 Nike sneakers we had just bought in NYC at the Flight Shop, Polo shirts, any name brand clothing, etc for a total of $3500.00.
When we came over, we saw that the police were down the hall in a room and we stopped in and found out that they had been robbed as well. We asked the police if they had been to this hotel before and they said, "not recently" - which means YES!
The long and short of it is the Marriott DID ABSOLUTELY NOTHING!!! The didn't upgrade the room, only gave my sons another room on a higher floor, when I absolutely refused to let them stay in that room, but they didn't even do that until the next day and then threatened to give it away because we were late getting back to the hotel to switch rooms. The reason we didn't get back to claim it the next day was because we filed a police report but were told we needed to go down to the actual police department and sign it.
The next morning after the robbery, we talked to the manager of the rooms, not even the general manager, and she said she could give us another week's rental (like I needed that!) or $150.00 credit at the hotel. That was it!! Do you know how far $150.00 goes in Aruba at the Marriott? We could barely buy burgers and fries at the cheapest restaurant and that didn't include drinks!
Then we ran around town all day looking for the police department because we just assumed it was in the capital but when we got there they told us it was the "wrong" police department and so we spent the whole day driving around trying to find the "right" one.
When we were nearing the end of our stay, my sons had to be out of their unit on a Friday but we weren't flying out of Aruba until Saturday so the plan had been for them to come over to our one bedroom unit and one of them was going to have to sleep on cushions on the floor. After this happened I asked them if they couldn't at least stay in the room for one more night. They gave us a "low rate" of $200.00 for the night. I said, "Are you kidding me? You want me to pay for an extra night after I just go robbed in your 5 star resort? I think you should comp me the night, don't you?" Well, no they didn't think they should! I was speechless.
When I asked them about what they were going to do about paying for all the things we had had stolen, they assured us that they had passed on all the information to their company in the States and it would be handled from there. Well I got one phone call a month later, just checking in with me and confirming my story. The crowning glory came today, 6 months later when I got a phone call from their insurance company, saying that they had investigated and couldn't find any forced entry, so they weren't liable and were denying my claim.
Seriously, I am not surprised. I told him I had not seen any investigation and I had been there the whole time. I had seen trampled down branches and leaves outside underneath the balcony.
I HAD NOT seen any police come around and dust for fingerprints or anything else. And was it just a coincidence that another room right down the hall had been robbed as well. So did two families, one from Maine and one from California, just coincidentally decide to cook up stories of robberies at the same time to file false claims and rip of the Marriott? Come on!!
All the money that those three properties are bringing in - one of the reasons they told me they couldn't upgrade us or give us a comp room was because they were at 97% capacity! - and let's not even talk about how much the casino is bringing in - and they can't do better by their guests then this?
MARRIOTT- YOU SHOULD BE ASHAMED OF YOURSELF!! BOYCOTT MARRIOTT HOTELS!
If you still go here then I wouldn't stay on a low floor because they obviously scaled the patio...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.