As I stay in the area frequently with my career travels, I was actually anxious to explore this renovated property, wanting to stay for a week then maybe two if the week worked out well workwise. I usually stay across the street at one of the remodeled motels but they were booked solid due to a family event with their lodgers.
I made arrangements for this Marriott property with an online vendor, a major one, who did not process my itinerary correctly, even though I had a confirmation. I walked into the Marriott in the afternoon, well after the acceptable check-in time and was told my reservation was not in existence. I said, Okay, verified my Booking.com which was correct, but the clerk said it was not received by the hotel. (No-one checking their vendors email initiating a reservation for blocked rooms?) I asked her to pull it up in their system and to please arrange accordingly and I provided my information to her - to which she didn't een bother looking. She could have switched over to the Booking.com vendor page and verified if Iwas listed as an arrival, but she stayed on the property management screen. So I asked if I could book directly with her instead, for a week, if she would honor the same Booking.com rate. I said I will cancel with Booking.com as THEY don't charge me the fee, the hotel property does.
She laughingly said that would save them their commission they pay out and I agreed. When I asked again for the same online rate that she could match, in accommodating the accounting error on the property's part, she seemed confused why I would want her to do that. She said the rack rate was higher and required of her and could not offer aninternet rate. The clerk left having to ask another manager (who did not come out from another office) to verify a reservation or inquire with me directly.
I was then told there were no rooms available and felt totally displaced. Absolute ignorance to a potential guest with a lengthy for a lengthy stay. Plenty of rooms available. I checked my ipad again on Expedia and they had twenty rooms of the same type available blocked off for this property. I asked for one of those rooms and was told no, that rates may be lower but are not offered to me for a week stay due to incoming availability. This was prior to the Boat Show and there was plenty of availability.
I have stayed at too many properties throughout my career travels and know that she and her ghost manager in the back office did not even look at the Booking.com vendor site for my arrival. I cancelled with Booking.com, they called the property with me listening in on the call with the clerk who said she could not find it. Amazing.
I ended up going North and staying in Deerfield Beach, out of my way but the customer service I received ata time share/open availability property was outstanding. I paid more in rate but received much more relaxation than intended and forgot about Marriott immediately.
Never again will I stay at a Marriott property. They are becoming worse and worse and no semblance of hospitality can be seen. Are they hiring untalented job seekers at low wages now too? Even the finer flagged properties of Marriott such as the Ritz are lackluster now. A shame. My average travel expenses for hotel/motel reimburseements average out to $27k annually, which doesn't include the food per diem. I will kindly use those monies elsewhere where hospitality still exists.
Nice, new, pristine, renovated properties do not necessitate great hospitality. Branded Flagged pro...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
I apologize for the issues that you experienced during your check in process. I understand that there was some miscommunication on our part with how third party booking vendors. I'm sure you are aware that the hotel industry now has a number of third party booking vendors that have different agreements with hotels all over the world. Most hotels give the vendor a set number of rooms to sell each night and we take that inventory out of our rooms to sell at the hotel. The hotels can not see your information nor do we have a vendor page for Booking .com so that we can see your information. The third party vendor pays the hotel a set flat rate for each room they sell for the hotel. The vendor makes their revenues by up charging the rate sold to you the consumer. Thus we can not see the rate charged to you. Booking .com does not want hotels to be able to see what you are being charged as it is a private transaction. In regards to rooms open to sell, the vendors can't not see our actual live inventories at the hotel. The Expedia vendor may have 20 rooms open, that is what they have remaining of the block of rooms we allowed them to sell. This does not mean that we still have 20 in the rate/room type to sell.
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I appreciate you taking the time to give feedback regarding our third party vendors and your experience at our hotel. This has made it clear that we need to do some additional with training with our new team members on how the third party vendors partner with our hotel. I will pass along the situation that you have experienced.
We truly appreciate your business and I hope you will consider staying with us and Marriott hotels again in the future if the opportunity presents itself.
If there is anything else that I can ever do for you now, or in the future, please do not hesitate to call me at the hotel.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.