When booking the hotel, we had requested early check-in and extra towels, as I was going to be in Tulsa for a job interview earlier than normal check-in and thought it would be nice to freshen up in the room. Unfortunately when we arrived we were informed that rooms were still being cleaned around 12:15. So I went to the nearest QuikTrip and changed clothes for my interview there. After my interview, returned to the hotel around 3:30pm and were greeted with a long line of irate customers at the front desk all being informed that rooms were still being cleaned even though it was 15 minutes to regular check-in time. We were told that if we gave them our cell number we would be called when our room was ready.
At this point, we decided to go shopping for a couple of hours and come back. We never received a call by 5:15, so we decided to head back to check-in. Upon our third arrival, there was now more angry people waiting for rooms in the lobby as well. We stood in line about 10 minutes while only 2 people were working a front desk that is clearly designed for 4. When we got to the front of the line, we were informed that our room was still not ready by a very nice young man working the front desk. (He was the only stellar part of our stay at the hotel and I wish I would have gotten his name as he should be commended for dealing with such a mess.) We asked if there was any way to get any room at this point since we had been travelling since 6am and had already went through the job interview earlier and he was able to change us into a handicapped room.
Upon arriving at our room, the room was very nice. Nothing wrong with that at all. We went to dinner and came back. We snoozed a bit after dinner and then got up about 11:30pm. About 11:45pm we got a knock on the door. It was hotel security that said my wife and I were being too loud in our room and all we were doing was carrying on a conversation in regular voices and watching TV at a low volume (they do have "quiet hours" after 9pm). So we went into quiet mode after the knock and figured out the people next door were the ones that called on us as they were talking loud enough to hear through the walls after we got quiet and we could hear them talking about it. Of course about 20 minutes after the knock I hear doors down the hall opening and shutting and in the morning when we were woke up around 6:30am (and were pretty sure others in the building were still sleeping) we heard kids crying and screaming up and down the hallway as they were leaving but they didn't get told to be quiet by security, so yes a double standard in quiet times on a weekend.
Check-out even though listed as being able to do so through the TV is unavailable as they have apparently have recently changed their TVs to HD and don't have the typical LodgeNet systems hooked up, so we checked-out using the front desk phone option without any problem.
While this is a very nice hotel with very comfortable beds, the service and treatment we received with the exception of the guy that checked us in, was very well below the typical Marriott standard and they should be very ashamed of their failure this past weekend (4/6-4/7/13).
Don't expect to get early check-in even if it is offered as it is not guaranteed. Even regular...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 23, 2013
Thanks for taking time to let me know about your visit. I share your frustration when things are not as anticipated. I make no excuse. We emptied a full house and turned around and sold out again. There were some delays in getting all the rooms ready. I sincerely apologize for the waits. My staff and I reviewed this scenario at length to identify best practices to get our rooms turned more quickly in similar circumstances. I also apologize for the mis-information about express check-out.. We switched over to Cox Cable to get more HD Channels and our website has since been updated to reflect we no longer have check-out via the television. Express checkout can be done via phone and your folio now sent via email. I thank you for bringing that to my attention. The next time you are in stop and say hello and I will do more to ensure your stay is satisfactory. Kind regards, Joe Gaudet, GM
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.