This is a Courtyard that changed the restaurant area, adding a counter to make food purchases. They bring out your hot entrée when it is ready. No problem with the concept, but I was put off by paying in advance and being presented with a ticket that had a place to enter a gratuity before calculating the total. I usually don't tip at a fast food bar but gave them the benefit of the doubt and added fifteen percent, in anticipation of good service. I carried my coffee to a table. A few minutes later a staff person placed my hot breakfast sandwich in front of me, complete with a small fruit cup. He quickly disappeared. I looked down and noticed that breakfast did not include either a napkin or any utensils. I ate the sandwich by hand and used my fingers for the fruit cup, then found my own napkin. Upon checkout when I expressed my concern about the lack of service, the desk clerk suggested that I post my complaint here. Very strange for sure. They also need to have a sign warning that they serve only Starbucks. Too bad, burned coffee just isn’t my thing either.
Room Tip: If you have a problem don't bother complaining to the hotel staff of asking for a manager who is...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 24, 2012
I’m very sorry that this was the way in which your minor complaint was handled. This is absolutely not the way in which we train our associates to handle complaints. If there is a guest complaint the front desk is trained to do whatever they can to resolve it while the guest is still on property. If they are unable to resolve the issue in a satisfactory manner with the guest they must alert a manager.
In regards to the issues you experienced at our hotel I would once again like to apologize. The Bistro restaurant and lounge is the new concept for Courtyard by Marriott’s and all will soon be converted to this concept. Marriott has chosen this concept to closely resemble the Panera bread chain concept of fast casual service. The fact that you were not furnished with silverware or even asked if you required anything else when your breakfast selection was delivered is simply unacceptable.
Once again I sincerely apologize for the inconveniences and the lack of service you experienced while staying at our hotel. At the Courtyard by Marriott Milwaukee airport we hold ourselves to the highest standards not only in regards to the level of our product but also the service that we provide to each and every guest. I’m very sorry that we fell short of even our own standards during your stay. I do however want to thank you very much for bringing this issue to my attention. Its honest feedback from guests such as yourself that help us get better and further train our associates.
I hope that the next time you are in town you will give the Courtyard by Marriott Milwaukee Airport another chance as I will ensure you that you will experience much better customer service.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
