I would rate this property and service as poor except that my experiences with Jerrell and Mira make me rate it average.
There were some great things and some horrible things. You are supposed to never say never, however, I would be hardpressed to stay at this property ever again as I had to fight for my Platinum benefits. I was misrepresented to by front desk staff (D first initial of name). Somehow the GM (Stuart) got wind of the situation and phoned me to correct it. However, he didn't apologize, he just upheld their misrepresentation and stated despite the situation, he would make my request happen. WTH(eck)...I am a Platinum member...don't give me what is due me as a Platinum and try to make me feel like you're doing me a favor in the process.
First, let me say that Jerrell and Mira (I think I wrote her name down correctly) are SUPERB and I have nothing but great things to say about them. Jerrell assisted with some behind the scenes stuff like refrigerator, cot, etc. Mira assisted with a checkout issue that I inadvertently created. Both of these staff members went above and beyond the call of duty.
I stayed Dec 24-27 and am a Marriott Platinum Elite member. At this hotel, I had to fight for Platinum privileges and it was extremely offputting. I felt and still feel like I was lied to. I was put on the Concierge level and had a balcony. I asked about a suite upgrade and was told that the hotel only has 4 suites and all of them were booked. I asked about transferring to a suite on Dec 25th and was told if one was available, there was no list I could be put on, I could not be prescheduled, and I should just call the front desk in the morning to see as the guests checked out. My sister felt something was not right with what I was being told as she advised that professional ball players stay at this property and that my neice's best friend 'mother' worked at this property. I am not mentioning names in this section as I'm not trying to get anyone terminated. 'This mother' advised I could be put into 1623 and that I should go online and see if I could book a suite as there I would find one was available. Marriott.com did allow me to book a suite for Dec 25-27. When I called the front desk, I was given the same story. When I advised I'd booked the suite online to prove it was available and I wanted to be upgraded as a Platinum member. I was told Sales had all the suites on hold and they were unsure why the website allowed me to book it. I called 'this mother' back and told her and was advised she did not know why they were treating me this way as I could move into 1623. She asked me if I reminded them I was Platinum, and I assured her I did but it obviously doesn't matter. A bit later, Stuart (the GM) phoned (I had not contacted him or anyone else) to tell me what I was told by the front desk staff about the suite not being available was correct but he does see that Marriott.com allowed me to book a suite so he was transferring me to a suite the next day. He then advised I would be transferring to 1623. WTH(eck)????...not the same suite number I knew about and didn't tell you I already knew. That was adding insult to injury.
I was told at check-in that I could only eat breakfast in the Concierge lounge and except for the omelet station, there was no difference in the hotel's breakfast and the one in the Concierge lounge. I have since been told that Platinum's are allowed to eat the hotel's breakfast and there are more differences in the two breakfasts that what I was told. As a result, my sister and I ate the breakfast in the Conciierge lounge on the 25th; however, I (not my sister) chose not to eat there the balance of my stay as the selections in terms of what I like were minimal (bacon and fruit only).
I did not visit the gym/pool area. I was told by the hotel that there was a luggage scale in the fitness facility. As I was taking my luggage there, I saw Jerrell in the hallway and he offered to (and did) take my luggage and weigh it for me. Another plus for Jerrell.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.