I arrived at Courtyard Marriott (411 Kentucky Drive,Kokomo, IN) to check in to my hotel room which was reserved and paid for through priceline.com. We arrived at approximately 9:00 pm. No one was at the check in counter. We rang the small bell that was at the front desk, and even hollered to the office thinking that someone was likely there. At exactly 9:13 pm (according to phone records) I called the main line of the hotel to see if I could let someone know we needed checked in. We got no answer. At 9:18 pm, I called the corporate offices for Marriott, and spoke with a customer service representative who also tried to get ahold of someone at the hotel. at 9:30, while still on the phone with Corporate. The 'Manager on Duty" Michelle arrived, and asked if we were there to check in. I stayed on phone with corporate while my boyfriend check us in. We got no apology, and no explanation why we had waited nearly 30 minutes. After receiving our room key we went outside to get our bags, where we saw another Marriott employee standing outside smoking. When we passed by the front desk again to go up to our room, Michelle yelled at my boyfriend and said that we were liars for having told corporate we waited 25 minutes. Upon getting up to our room, we were so uncomfortable that we decided not to stay. In addition to the hostile behavior from the manager, the bed was also VERY uncomfortable. We got our bags, and headed down to the lobby. I returned the room keys to Michelle, and explained to her the situation, We were uncomfortable and would like a refund for the room. I informed her we were going next door to the Holiday Inn, and she told me that she was unable to do a refund, but she believed the manager on duty after her knew how to do it. Michelle even offered to call me when she was off duty at 11pm to let me know she had told the next manager what to do about our refund. I was told by the corporate office that I would receive a phone call from the general manager, and I never did, and I have now left him a message as well. I made a complaint to the better business bureau as well, as I have heard no status of a refund or any compensation to make this horrible customer service experience right.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Guest, Thank you for your response on your stay here at the Courtyard by Marriott Kokomo. This issue has been address and taken care of. We appologize for any inconvience. We hope to see you the next time you are in the Kokomo area.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.