I thought this was going to be a good review because I really enjoyed the room and the amenities, but here's what makes this a "MUST AVOID" hotel...
I accidentally left a pair of expensive diamond earrings behind in the room after checkout. I did not lose them or misplace them; I just forgot to take them with me. I know exactly where they were in the room. When I realized my mistake, I called the hotel to ask if they were turned in my housekeeping. Eric, the manager on duty, said he would get in touch with housekeeping and call me back. 5 hours later, no phone call, so I called him. He said he hadn't heard anything, so he put me on hold to call HK. He came back with the response that you, of course, can expect... "Sorry, we didn't find anything."
I asked to know who cleaned my room that morning because they are a bunch of thieves, and he got into a shouting match with me. He said he 100% stands behind his employees and that he knows none of them steal. Yeah, he "knows" that. Whatever! I told him that I understood that he, himself, did not take my earrings, and that they are probably in someone's pocket or at a pawn shop by now, and I asked that he at least apologize to me on behalf of his staff for the earrings' disappearance.
He got very angry and flat out refused to apologize. He started getting really REALLY snotty with me and yelling that I was probably the one who put them in my suitcase and forgot. He said that instead of actually looking for them, I was calling to blame his staff. Well, I informed him that I had thoroughly checked my ONE small bag that I had with me before I called him, and NO, there were no earrings in it. I am 100% sure that the HK staff STOLE MY EARRINGS!
He said there's nothing he can do, and he said he absolutely would not apologize to me for any of it. I told him, "Oh we'll see about that." and he shouted, "Hey I guess we will see, won't we!" I was so mad at him that I just hung up at that point.
I am flabbergasted to receive this kind of treatment from a Marriott. I have always had good service from Marriott in the past, and I think this manager, Eric, should be outright fired for treating me this way. And while they're at it, they need to fire the HK staff who cleaned my room and stole my property. At the very least, Eric could have apologized.
I will never, never, never again stay at this hotel. I will find another hotel that actually is glad to have me there and will treat me like a guest. I am filing a complaint with Marriott Corporate tomorrow morning, both for the theft of my earrings, and also for the horrible customer experience I had with Eric.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.