I stay at Marriotts typically 30-60 nights per year, this past year I had over 50 stays at Marriott branded hotels. This hotel has the poorest service that I have ever experienced at a Marriott. The hotel facility is very nice, and the location is great, right in the center of the old city. The rooms are average in size and nicely decorated if you like a modern style. Breakfast was average for a swedish hotel. The rates seem very reasonable considering the facility and the location. The service though is not up to the Marriott standard. We arrived at abut 10:30 PM on a Saturday due to a flight delay, the area around the hotel is fairly busy on weekends so I called the hotel front desk shortly before arriving to ask where we should or could park the phone rang over 20 times - no one ever answered the phone. Ultimately we parked at a garage a few blocks from the hotel and carried our bags to the hotel. On arrival in the lobby found that only one person was at the desk, despite the lobby and bar being full of people. After a brief wait, the desk clerk was available to help us. We had reserved two rooms, and phoned Marriott reservations directly to request connecting rooms since one of the rooms would be occupied by a ten year old. When we talked to the desk clerk, we pointed out that we would were hoping for connecting rooms - he acknowledged and provided our room keys. He also acknowledged that he did not answer the phone when we called, but other than acknowledging it, really said nothing about it - no "sorry" or "I was really busy", just a nod.
So we go up to the rooms and find that the rooms he provided were not connecting rooms, they were across and down the hall from each other. Back down to the lobby, I mention that the rooms he provided are not connecting rooms, again he acknowledges this. Next I say, do you have any connecting rooms. No. They have some single rooms available in connecting pairs, but the second half is occupied. So then I ask if we can just take one room since we are not comfortable leaving our ten year old in a separate room. No - we need to take both of our reserved rooms and pay for them. So then I ask, what about tomorrow? He says, that should be no problem, we can move you to connecting rooms for the second night.
So the next morning, back down to the lobby to ask about any available connecting rooms -it is now Sunday morning in the summer, there are lots of people checking out. In fact there is a line in the lobby of people checking out. When I ask this time, the clerk (a different one), does not even check the computer to see what is available, she simply says - no we cannot move you, there are no connecting rooms available. She does say that there are some rooms available that connect but the connected room is occupied. At this point I gave up. The fact that she did not even check the occupancy indicated that she did not really care to even attempt to help. The strangest thing about this whole experience is the fact that even though we had requested connecting rooms in advance, and both staff members told me that the hotel has available rooms, they chose to provide us with non-connected rooms, and instead put people in halves of the connected rooms who were not using the connected portion. Since the hotel was not full, avoiding this only required a different room assignment but they chose not to do that. I can certainly understand that maybe the first night they had not gotten it right, but with the number of people I watched checking out on Sunday morning, it's hard to believe that there was no way the staff could have moved us to closer rooms - and the fact that the desk clerks were not even willing to check on what rooms had opened up in the previous 12 hours told me that they really just were not interested even trying.
This is a nice hotel, and a good value, and a great location - but the service is terrible. Marriott should some folks to re-train this crew. No matter the question or the request, the answer here is no.
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