Hartford Marriott Downtown ("HMD") is an unreliable branch of Marriott that did not honor a reservation I booked through Marriott's website 4 months in advance. On June 1, 2021, I booked for a very specific room for myself and my elderly parents. Since my parents have not travelled since 2019, I thought this mini retreat would be nice for them and I did not mind paying a little extra for a larger room on the corner of a high floor. The room I booked at HMD was '2 Double Beds, River View, Corner, Large Room' with two guaranteed requests, 'high floor - 16th and above' and 'shower only'. Five days before my arrival, on October 3, 2021, I received another email confirmation from HMD that showed the same exact details as the email I received on June 1st; we were excited for this stay. See screenshots of the email confirms from Marriott from June 1 and October 3, 2021. Things went downhill on the day we were set to arrive at HMD. On Friday (October 8), I received a notification through the Marriott Bonvoy App that my room was ready. When I opened up the App, I read the room I got was on the 7th floor and the room had a tub, completely ignoring the guaranteed requests I've had since June 1st. I was still on the road then so I connected with HMD through two methods, (1) I called HMD and spoke with "J-E" and (2) I chatted with an associate from HMD through the Marriott App. Over the phone, J-E of HMD stated the room I booked was no longer available and she offered me only two options; either I stay in a room with two double beds and a tub, or I can have a room with a King bed and a shower. Since the tub was a no-go for my father, I asked about the room with a shower and how three people could possibly sleep on one king bed. J-E replied that there was a pull out couch/makeshift-mattress in the room that the third person could sleep on. J-E then further proceeded to give me lip by telling me that it was MY responsibility to call HMD to ensure HMD could accommodate what I booked via Marriott's website 4 months ago. J-E offered nothing else, so I hesitantly opted for a room on the 15th floor. The chat I had with an HMD representative over the App was just as unhelpful as J-E. The person who replied to my message on the App stated HMD placed me on the 7th floor, because my 'reservation did have the request for a low floor', completely contradicting the 'guaranteed requests' clearly stated on the two email confirmations Marriott sent me on June 1st and Oct 3rd. See screenshot of our chat. Jordan, from the front desk, was the most helpful out of the three employees I communicated with about HMD's mistake. He charged me a standard nightly rate (due to me no longer staying in a larger, corner room), and he offered a breakfast voucher. I would still prefer a greater reduction in the charge for HMD's mistake. On the hotel itself. Some of the other service staff were very nice. The room wasn't cleaned well as the door/walls had some brown coffee/cola stains; the sheets appeared clean though. There were plenty of parking spots in the garage adjacent to the hotel. The fitness room and pool on the top floor had a great view of the city and beyond. Two of the elevators appeared to not be in service during our stay while there were several weddings in the hotel and a marathon in town that weekend. In conclusion, HMD is okay to stay at, but I would not depend on them for any requests made through Marriott's website. Update. In going through reviews on Tripadvisor, it turns out J-E received a raving review from another customer just last month. Sadly, I did not receive the same level of service from her where she placed the fault of HMD's mistake on me. I also dialed and asked Marriott Corporate whether it was common for guests to call the hotel branch, to ensure they honor the requests made on the Marriott website. The Corporate department stated that should not need to happen. Furthermore, they stated this issue may have arisen because HMD deviated from procedures.…
I called Earlier in the week before i booked And Joyce was amazing. She didn’t make me feel rushed as soon gave me information the hotline didn’t. The. I checked In yesterday abs she was even sweeter. I met The manager Molly and she was as sweet as Joyce. It was clean the people were supper kind. Everyone spoke that pasted us. My son is n the army and we travel a lot. This stay is at the top of our list. Again Joyce was kind and patient even before i booked The room. That is customer service. Also a reflection of quality service. I truly Appreciate all of their service.
I came to Connecticut earlier than expected and I was able to check in my room early : 5:30 am!! I want to thank the general manager for being very professional and courteous. He showed great service to me and I want to commend him. His name is Fabio Pari-Di-Monriva. Thank you so much for all you do. Keep up the superb work !!!
In town for business, not Comic-Con. No real food available either n the bar or the restaurant. Just a bunch of prepackaged crap food made who knows when? Literally sandwiches wrapped in foil and premade salads like your in line at a football game. Can I not get a real meal? Apparently not. After asking a few question I was told I could order from the menu to go. Really?
My wife and I came here last weekend to see Thomas Rhett at the Xfinity theater and stayed overnight here. This hotel was very nice! The indoor pool/hot tub on the 22nd floor was a great perk! And the windows surrounding the pool made for a great view. My only complaint is the rooms could be more updated, maybe just take down the old wallpaper and paint the walls white or something. Also our mini fridge was leaking and had a bad odor coming from it. But we were only there one night were fine not using the fridge. Other than that this place was a great stay!