We checked in on a Friday night, and were originally scheduled to check-out the following Wednesday. We opted to check-out the next morning, and found alternate accommodations.
Our 1st night was paid for with Marriott Rewards points, and I had $100 in Marriott gift certificates to use towards our 2nd night. I turned the certificates in at check-in. Upon arriving to the room, we realized that things would be tight for a week with 2 adults and 2 young children so we inquired about upgrading to a larger room/suite. They didn't have the available for our entire stay so this was the main reason we checked out early.
However, when I went to the Front Desk, they said there wasn't anything they could do about the $100 Marriott gift certificates. Upon calling Marriott, they informed me that the hotel should have called them to figure a solution out. The Front Desk told me they'd have the supervisor call me within 15 minutes, which never never happened.
Later that night, we called down to the Front Desk to get sheets for the pull-out sofa as there was only a blanket and pillow in the closet. We waited about a 1/2 hour before calling the Front Desk to see if we could come get them as both the kids had already fallen asleep, but she didn't have anything so they sent their Chief Engineer up. So after 45 minutes we were finally able to make the pull-out sofa.
At check-out, we ended up talking with the supervisor Clarence who we had actually been unhappy with the night before-- he said he was never told that he was suppposed to call Marriott about our certificates or inform us of the outcome. He didn't seem to care one bit about any of the issues or inconveniences the hotel caused.
AFTER check-out, I discovered the Front Desk had charged my credit card $50 rather than direct billing Marriott for points stay, and the Front Desk never cancelled the 2nd part of our reservation so they charged me for a no show fee. The hotel Front Desk told me there was nothing they could do about releasing the charges so they gave us the name of a manager named Tanner and said she'd call us the next morning. We ended up calling her-- and she was probably the only helpful person we encountered. She was able to release both charges by the next day, which was greatly appreciated.
That being said, I can't said I'd recommend this hotel as there is such a lack of service the management team needs to address.