For what we were in town for, the location was perfect, within walking distance of the venue we were going to. Room was comfortable, not enough outlets close to nightstands to charge phones, etc, had to unplug their "old fashioned" phone in order to charge my phone. The worst part was that the service at the front desk was the most horrid we ever experienced. We arrived at 5 p.m., after "check in time" and were told the room was not ready because someone checked out late. The woman who initially took care of us was very kind, she got us drink tickets and stored our luggage while we waited. She went ahead and ran our credit card for the usual expected deposit for incidentals. Then, we went to wait in the bar - thankfully, it was still quiet. After a half hour or more, no one came to tell us the room was ready or anything so I walked back over to see and I wish I had gotten the man's name as he was so rude. "We already told you it was not ready yet ....." and THEN he looks at their computer and says, "Oh, it's ready ...." No apology etc. THEN, he asks for my card again to "run the deposit for incidentals" , I said the other woman already did that. He argued that it was not done yet. I pulled up my account on my phone and showed him the "pending charge" to Four Points Sheraton for 100$. He said, "That's not charged yet, it says "pending", we need to run the card..." I told him and showed him that the 100$ had been deducted already and "on hold", he kept insisting that it had not been charged yet and then finally said "Whatever" and treated me dismissively. THEN, he yelled at the other young woman working there to get the other woman back (the one who had nicely helped us already) - loudly, in front of us and other guests, "Go get her back in here before I fire her!! I work in a customer service job, I don't care what kind of day you've had, you don't DO that EVER in front of paying customers/guests. First woman comes back to finish our check-in process. He must have told her some nonsense and she asked for our card again, I said she already did that and she said, "Yes, they need to do it again so that it shows up on their end ...." That made NO sense, since it had already been subtracted on our end! GUESS WHAT - now we had TWO charges for 100 on our card, listed as pending, BUT the money was deducted on hold. So now we have 200 dollars LESS available to us instead of only 100. We waited until check out the next day to mention the double charge even though I knew that the money would go back in a few days, I just wanted them to be aware of the mistake! The original man SAW me and rolled his eyes. He sent another man to speak to me - he treated me like an idiot, explaining how banks and "pending charges" work - I KNOW how a bank works, I wanted to know why they had to charge us twice for the 100$ hold. He just kept repeating how the money would be back in 2 to 3 days. I said, "I UNDERSTAND that, but it should have been only 100 put on hold to us, NOT 200 ..." It was not correct, they were very rude and what I really expected was an APOLOGY - like "sorry, we made a mistake and ran that deposit twice, sorry for any inconvenience" NEVER encountered such rudeness at ANY hotel. It was appalling. It's sad that the Marriott name is attached to this location. I wish I had noted their names but I didn't expect them to be so rude and condescending and that caught me off guard. It put a bad mark on our entire experience over all. Others beware of their attempts to charged the deposits more than once.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.