Horrible customer service. Nowadays people have so many choices of where to stay when on vacation and most people want to be appreciated for being loyal to a brand. As a Marriott Rewards member, I had requested a quiet room and early check in. I called to let them know I would be arriving within the hour around 1pm. When I got there at 3pm, they said my room was not ready. The manager Jim said that he treats all his guests the same and Marriott members do not receive any special treatment. That was unexpected because I chose a Marriott hotel because of loyalty. The front desk girl, Jennifer, did not make any effort when I called in to have our room cleaned. Her robotic and unconcerned attitude was unacceptable.This really shocked me as not only did I not get to check in that much earlier (1 hour), they put me right next to the freeway although I had requested a quiet room. I could hear the train and cars all night. The manager acted annoyed that I had asked for an early check in and he said that all guests check in at 4 pm. This is my second time here and I will not be returning. Really need some guest service training at this Marriott.
- Official Description (provided by the hotel):
- At the Residence Inn San Juan Capistrano near Dana Point, we combine all of the comforts of home along with modern amenities and a passion for service that makes every guest feel welcome. This San Juan Capistrano hotel offers 130 spacious suites with separate areas for sleeping, relaxing and cooking - full kitchens with granite countertops and convenient kitchen appliances. In addition, take advantage of complimentary grocery delivery, a free daily hot breakfast buffet, and free Wi-Fi throughout. Join us at The Residence Inn Mix™, a fun and relaxing way to unwind, socialize and connect. Three nights a week our hotel features a different opportunity to socialize in our lobby or outdoor space. Located off I-5, our hotel in San Juan Capistrano provides easy access to Dana Point, Mission San Juan Capistrano, Camino Real Playhouse and The Coach House. With two meeting rooms and 1,535 square feet of event space, our hotel offers full meeting and event services with A/V technology. ... more less
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