As a Marriott Titanium member, my husband I and expected the VIP treatment on any visit, and it happenned on our anniversary. We did not only get VIP service but found the general service level inconsistent. We got in at 10:50pm from the airport. There wasn’t one doorman or woman to either take our luggage or even open the door.
Even though we asked ahead of time for an upgrade, we were not upgraded but at least put in one of the gorgeous modern spacious rooms.
As we were ready to go to bed, we realized the electric outlets didn’t work so couldn’t charge our phones or hairdry our hair. It was late so we called the front desk and they did come and fix it the next day.
I called down for butler service and asked if my shoes could be shined and in front or my door by 9am the following morning. The shoe shine is complimentary but I stuck a tip of $20 in the shoe. The shoes were not ready by 10am, an hour later than requested and I had to call the butler service to remind them to bring up the shoes.
The bellmen situation was unusual. We went down at at 6:50pm on Saturday with no doormen to me found. At 10:30pm, they had six doormen. I am guessing that bellmen shifts are planned flexibly, but seeing zero bellmen on four separately occasions in two days is unacceptable in 4 star hotels.
The staff was nice although we expected a formality which was lacking, especially when addressing a Titanium member.
In the plus side:
The renovated room was exquisite. A marble bath, strong shower and a toilet with bidet.
The room service was excellent and in line with expected 5 stars service.
Finally, the complimentary breakfast amenity that was offered to us as Titanium members was fantastic. We only ate once but the food was excellent and the service was impeccable. We left the waiter large tip. One of us has a black truffle and mushroom omelette with potatoes hollandaises, and I had the omelette with smoked lox, spinach and provolone. Fresh pink grapefruit juice and an excellent coffee capped a super breakfast.
We compared experiences with a friend who stayed at the Four Seasons down the street. He mentioned that they had doormen 24/7.