The room was fantastic, the rest of our experience was not. I realize that the hotel is trying to be trendy and laid-back, but there are standards of professionalism that are still required. It begins with training. All front desk personnel should know the points system and tell each customer about all the hotel has to offer. Most important….wear a name badge! Especially if not in a Marriott logoed uniform.
My company, who is Marriott loyal, planned a weekend with the spouses in Tampa as a 'Thank You' for a good sales year. We booked nine rooms at the hotel for the weekend. We were all excited to stay at an Autograph Collection hotel and have dinner at Bern's.
As a Marriott Platinum rewards member for a few years, I am very familiar with Marriott check-in process. We arrived at the hotel and we were asked by a gentleman if we needed help. This gentleman was not wearing a name badge and did not have any clothing on that depicted he was a Marriott employee. So we said no thank you and walked up to the front desk. The lady who check us in made me very confused about points or money. She was asking if we wanted 750 points per day or continental breakfast. I understood that, but then she was asking if we wanted an additional 500 points per day. I kept asking her what are the 500 points for and she said that's what you get, but had no explanation as to why.
When we got into our room, my husband asked me what was wrong. I said that I stay more than 70 night in a Marriott per year and have never been so confused at check-in. There was a different lady at the counter later so I asked her what the 500 points are about. She said that they are your welcome gift, or you can get $10 credit to use for food or drink. Ah Hah!!!! At last I understood. I explained to her that the person that checked us in could not explain what the 500 points were for and that I had never been so confused. She apologized and said that she would explain it to her.
Then, I asked if there was shuttle service to area attractions. She said that there wasn't and recommended walking to Hyde Park for lunch because it was only a 3 block walk. We decided to take her recommendation and she signed out umbrellas for our walk.
Hyde park was not 3 blocks, it was 1.3 miles away! We walked in the rain, got soaked and had lunch. After lunch it was raining even harder, so I called the front desk of the hotel and asked about shuttle service again. A lady answered and said that they don't have a shuttle, but she'll call a cab for us. The cab charged us $14!
When we returned to the hotel, I was talking with my co-worker. My co-worker said that she scheduled the hotel shuttle to take us to dinner that night. I said the hotel doesn't have a shuttle. She re-affirmed that they did, but there's a charge for anything further than 2 miles.
I then went to the front desk and asked about this. Front desk explained the shuttle service to me and just said sorry. Just a sorry?!!! I was fuming! A guy from the front desk later approached me outside and said that the hotel manager does not do anything about customer complaints and that he was unhappy at the hotel and was quitting next week. Very unprofessional!
I know you will be hearing from many people in our Marriott loyal group. Most of us had the same poor experience.
- Official Description (provided by the hotel):
- Explore life's many flavors at the Epicurean, where your stay will be filled from beginning to end with experiences that activate all your senses. Relax in the urban chic comfort of our luxurious guest rooms and suites. Signature restaurant, rooftop bar, full service spa, wine shop and culinary classroom with a robust calendar of events. Awaken Appetites Unknown! ... more less
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