Our family stayed there last weekend for a soccer tournament, along with many other soccer families. First, it is a very beautiful hotel, very clean & the staff were extremely friendly & professional.
My complaint.... When our teams was told to make reservations we were sent an email to contact Stephanie & make reservations. In the email we were guaranteed a king with a sofa bed. When I made my reservation, Stephanie assured me my reservation was a king with a sofa bed. When we checked into the hotel nothig was said that our room had changed! We got into the room it was a king bed with two roll away beds! Not a problem if there was a space to put the beds. When I called the front desk as to where the roll away beds were to fit, I was told to put one at an angle infront of the door & the other infront of the bathroom door!!!!! After I came off the ceiling..... i asked her if she agreed if that if there were an emegency we would have to crawl over one bed & move another togetout of the door, she agreed with me!!!!!! & then said it was definately against fire code!! I asked for the room I was guaranteed, she told me they were booked & had nothing. I told her we were leaving the hotel, she came up with a room & we moved into a king with a sofabed!
Although my complaint was satisfied, I know that most families were put in the same situation. I know this because everyone on our team was put in a king with 2 roll aways. Most pit the beds out in the hallway so they could have room to move about in the room.
My complaint..... Stephanie only interest that weekend was to make Marriott $$$$$. She knowenly put families in danger! God forbid there be a fire, we wouldnt be able to get out of rooms.I know she was trying to accomidate everyone, but come on!!
I gave the hotel a 2 because of the cleanliness & friendly staff. Next year I bet most families won't stay there. I know we won't be.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 26, 2013
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Thank you for your recent stay with us and we truly value your opinion. While I am pleased to learn that you found our staff to be extremely friendly & professional, I was dismayed and concerned about how we handled the room type availability for you and some of the other families. I am pleased that we were ultimately able to accommodate you in a room with a King bed and Sofa Sleeper. I sincerely apologize that it became so difficult for us to make this happen more quickly and efficiently.
The Soccer Event weekends such as the one you experienced, do present challenges for the hotel when determining room type needs for each family with multiple numbers of children in each room. During the event weekend you stayed, the hotel did experience an over-sell situation. These instances are rare and are certainly not intentional. In an effort to better accommodate the increased number of reservations for multiple bedded rooms, we secured additional roll-aways so families would all have the bedding requirements needed to fulfill the high guest counts per sleeping room. While the roll-away’s work well and will fit in many of our room types, you are absolutely correct that attempting to place 2 roll-aways in some of our King rooms is not acceptable and should not have been recommended to you.
I assure you, our primary goal is exceeding the guest expectation by providing a Clean, Safe and Well Maintained hotel. We fell short of that goal during this Soccer Event weekend and as a result, tangible changes in our booking policy have been made. Going forward, I have lowered the number of rooms which will be made available during these event weekends so as not to exceed the room types specifically designed to accept multiple guests of 4+ per room. We will also be closing out our group blocks further ahead of the event dates to prevent last minute bookings from teams which could result in exceeding or room type availability.
Again, I sincerely regret any inconvenience. We value your business and hope that you will think of us for any future hotel needs when visiting the Greater Cincinnati and Northern Kentucky area.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.