I have stayed at this particular Marriott well over 50 times. I have enjoyed my stay in the past but after this last incident, I will never darken the doors again or recommend them. Actually I would do the exact opposite if I were you. First I was double charged for the reservation so upon check in, when the required deposit was taken, my card came back declined as they charged me twice. I tried to get them to refund the second room they had charged me so that I can give them their deposit, they said that they were unable to process the request right away. Instead I would have to call my bank. Which I proceeded to do and have them increase my limit to be able to check in. This took approximately 2 hours to complete. I them dropped off my luggage and went down the street to a pub for a couple drinks and a bite to eat. When I returned, I was accompanied by a nice lady I had met. We then had a few more drinks to end the night in the privacy of our room. With NO WARNING, we got a knock at the door and were told that we had to leave the hotel because we were being too loud and that he could smell smoke so we would HAVE to pay an additional $250 smoking fee or "the cops are being called." Apparently smoking on the balcony outside is not permitted at this hotel. Not only is that ridiculous but not clearly marked anywhere in the room at all. Anyways after going down to the lobby to pay my fine, I was told that I am now apparently was able to stay. By that point I guess they felt a little bit bad for treating a polite, respectful, paying customer the way they did. Bottom line is, I paid well over $700 to stay there for a few hours. I feel that they handled the situation very poorly and that the staff were very incompetent from the front desk clerk, the night manager and the security guard the sent up for the intimidation factor. All this could have been simply resolved by a courtesy phone call up to the room suggesting we lower the noise, at which point we would have been shocked but would have respected their request. Basically if you want to be treated like a piece of garbage, then you will enjoy your stay. I would highly recommend you take your business else where as you will not be a valued customer to the Marriott on Kent St. There is plenty of other hotels down the street that will bend over backwards to make sure that you completely enjoy your stay. I have stayed at The Arc hotel where you can smoke in the room. There was a minor mix up in my reservation one night and the upgraded me to the best suite in the hotel. The quality of the hotel and service you receive is far superior! Now that is true customer service. This was absolutely the worst experience I have ever had in a hotel. Please take your money to someone who appreciates it. The Marriott Kent street is the biggest rip off! They are just a bunch of bandits that wont think twice to take you literally for everything you got!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I am sorry to hear about your unfortunate experience during your stay with us. I truly appreciate the feedback and hope that we can regain your confidence in the Ottawa Marriott. I understand that we did not meet your expectations and my only goal is to persuade you to give us another opportunity.
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We understand that we have a responsibility to our guests to ensure that they are treated with respect. I assure you that your situation was handled with attention towards allowing you the opportunity to enjoy a care free stay at our hotel. The safety and well-being of all of guests is a priority for us and we must ensure that certain decorum is maintained to provide all guests the opportunity to enjoy their stay at our hotel.
I am terribly sorry that you feel that we did not react appropriately to your behaviour and I welcome the opportunity to discuss this issue with you. I will gladly share the information available to demonstrate to you that we handled this situation with professionalism and respect. You may reach me directly at firstname.lastname@example.org at your convenience should you wish to do so.
Director of Operations
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.