OK. We have stayed at this hotel several times with our family as well as a couple. My husband is a platinum with Marriott and has always been given excellent customer service from this property. This particular stay was NOT SO. Where do I begin??? We always book through the Marriott reservations and call the hotel prior to our arrival to confirm the accommodations. We did this time as well. Our family always gets a room that is termed a "24". It is a corner room that has 2 queen beds with a pull-out sofabed. It fits our family of 5. We ALWAYS get one of those rooms and NEED it for our family. Anyway, when we arrived, after driving all day.....we were told that we could not have the "24" room we requested and would have to purchase 2 rooms given the fact that we have 3 children!!! WHAT??? We attempted to discuss our confirmation from Marriott for the room we requested and were told that there was nothing they could do. It was based upon availability and they did not have any "24" rooms available. What were we going to do??? After asking to speak to the front desk manager (who never did come out to address our issue) they said that one of the "24" rooms was indeed open but we would have to pay a $50 surcharge!!! WHAT??? It would be applied to all 5 nights including the 3 that we had on points! They told us that it was an upgrade and could not offer it complimentary. It was discretionary. What does PLATINUM status get you if not a complimentary upgrade??? So, after much run-around....they said that the room was not ready and to come back later. We waited til 5 pm and came back to get into our room. When we entered it, ALL of the furniture was on the beds!!! The room was not ready!
I went back down to the desk and told the girl at the front desk. She apologized and said that they would get someone there to ready the room. Then, she came back and said they would put us in another room! Wait a minute, I thought there weren't any "24" rooms available and now you have 2! We checked in to our room and calmed down. When we came back from our evening, we had a message that they indeed removed the $50 surcharge.
Now to the POOL. My children have swam in this pool on our many previous stays. You can't get them out! They have always loved the pool. This time, they swam for an hour and said they would not go back in. My oldest daughter said it was cloudy and could see hair in the bottom with her goggles. She was pretty grossed out. All of my kids complained of the cloudiness of the water and the dirtiness of the pool. They never went back in the whole 5 day stay.
The room was not vacuumed the entire stay. There was a cheerio on the carpet when we checked in that was not from our family. I left it there purposely just to see if the staff was cleaning the carpets and room. I did the same for a strand of my daughter's hair that was in the shower. At no time during our stay did either of those items leave their spot. I even asked the housekeeping staff one morning if they vacuum and clean the showers and they assured me that they did. No way!! They didn't change our sheets either. I can't tell you how disappointed I was in this stay.
We were informed that the hotel had a "change of staff" and boy let me tell you......it was obvious. We have always truly enjoyed this property and it's staff. Especially the front desk staff. The front desk staff this stay was extremely inexperienced and most had "in training" badges on. The front desk manager, Nemis, Nevis, whatever his/her name was, NEVER came out to address any problems with us or anyone else's complaints, and there were plenty of them.
When I checked out, I addressed my issues with the person at the front desk (still not the manager) and they apologized. I told him that I was paying cash and he took it and gave me a receipt that had my credit card charged!! He had a tough time figuring out that I paid cash and how to give me a receipt that showed it. He eventually got it right, but it was trying to say the least. I called my bank that day to make sure that I was not double-charged.
Overall......a very hectic stay and one I wouldn't repeat.
We have looked at other area properties to give our business to. It's too bad because they really had a great thing going before they changed their management.
- Reservation Options:
- TripAdvisor is proud to partner with Hotels.com, Booking.com, Marriott, Priceline, Expedia, TripOnline SA, Odigeo and Tingo so you can book your Marriott Mystic Hotel and Spa reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Marriott Mystic Hotel Groton
- Marriott Groton
- Groton Marriott