Due to electrical repairs taking place on our house, we checked into the Courtyard on a Friday. Originally we had booked for Friday through Sunday. We ended up staying through the following Friday morning.
When we first checked in, I was very impressed. The lobby has a restaurant with a Starbucks. The front desk staff was very nice. We had a King Suite, which was great because we had two separate rooms for my wife, three children, and myself. The pool was heated, which was nice for this time of year, and my kids enjoyed it.
I don't consider myself a hotel snob, so I could care less about the decor, etc. However, after staying for a few days, I noticed there were stains on the bathroom ceiling. Our toilet paper was only replaced twice, causing us to run out on two separate mornings.
Two major issues that cause me to give such a poor rating. First of all, the hot tub in the pool area was broken when we checked in. I asked the front desk manager and was told that engineering was working on it and it should be fixed by the end of the weekend. It was not. On Wednesday, I asked again when the hot tub would be fixed. I was told again that she would check with engineering. When we checked out. the hot tub still was not fixed.
However, my biggest issue came on Thursday morning. Since we did not know when our house would be fixed, each morning I came to the front desk to extend our stay by one additional day. When I first checked in, I used my debit card, which was authorized for almost $900 for a $700 hotel bill. I understand that hotels always authorize more than the actual bill amount, so this was fine. When we woke up Monday morning, a bill was under our door. When I extended our stay on Monday to Tuesday, Tuesday morning my card was authorized for an additional $200. From Tuesday through Thursday morning, I did not get any type of invoice or bill in the morning. When I extended our stay on Thursday morning through Friday, our room keys were renewed and I came back to our room. Five minutes later, I got a call from the front desk saying there was an issue with my debit card.
I went right to the front desk and spent ALMOST AN HOUR trying to sort through my account with the front desk manager. They attempted to bill my debit card for over $1400 without releasing the previous holds of $900 and $200, which caused my card to decline. Even though I get text alerts on my debit card and could see the exact amount and time of every transaction that was authorized, they claimed that they had only authorized my card for $700 total and that I owed an additional $700 right away. I have never been so embarrassed in my life. The desk manager insisted on calling my bank to verify the amounts that were held. I was forced to go get my checkbook out of my car to have her verify the bank account number that was linked to the card.
If the $1100 in authorizations were put through, I would have owed a little over $300 on my balance, INCLUDING the night that we hadn't even stayed yet. I had over $500 in cash on me and was more than willing to pay the difference, even in advance. However, because she refused to put through or release the autorizations for the proper amounts, I had to drive almost an hour each way to my credit union, get out more cash, and wait 5-7 business days for the authorizations to expire off of my card. Rather than putting through the over $1100 that was already authorized to my card, I was treated like a common criminal at the front desk for over an hour. Needless to say, we will be spending the night in a different hotel until our house repairs are complete.
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- Also Known As:
- Courtyard By Marriott Cleveland Willoughby Hotel Willoughby
- Courtyard Willoughby
- Willoughby Courtyard
- Willoughby Marriott
- Courtyard By Marriott Cleveland Willoughby Ohio