Marriott's Autograph Collection are supposed to be the creme de la creme of their portfolio, but this hotel is lacking in many areas that would give it that distinction. We are Gold Elite members and have never received such poor service in any Marriott in the US. Spanish customer service does not compare, so it is difficult to compare apples to apples. However, there were only two staff members who showed any respect. Juan in the spa and Sara at the front desk were excellent and friendly. The rest of the staff needs to learn how to smile and be welcoming.
When we first arrived, we were given a room that we were told was an upgrade. It's windows faced a rock wall below a street. After being in the room for ten minutes, we were so uncomfortably warm we felt claustrophobic. The windows were stationary and could not be opened, and no matter how low we turned the thermostat, the room would not cool down. We called the front desk and a maintenance man was sent. He advised us to turn it off. We left for dinner, and when we returned several hours later, the room was just as hot. We called the front desk and we were told that nothing could be done until the next day. With a room that cost $415 per night, this was not an acceptable response. I went down to the front desk, where I dealt with the same surly young man. When he realized I would not take no for an answer, he said that he would put us into another room which had windows that would open. It was now midnight, and there was not a single offer of helping us move our belongings.
Other problems, the wi-fi does not work in the rooms as promised, and many of the room features are more about design than function. I am not personally into the austere, dark, chic look that is now popular. The spa area looks like it could be the interior of a submarine it is so grim. The 'arab' bath was not functioning and we were told by another guest that it had been down for over a week.
I am glad that we were able to use our reward points to book this hotel because if I had spent money for this hotel, I would have been angry to have had the treatment and poor service that we have received. I asked three times to speak to the manager, and was told every time that she was unavailable, and she never made any attempt to contact us. I saw her in passing several times, and her demeanor, dress code and general aura was all very poor. I think her hand at running this hotel is the reason for the poor attitudes and lack of good customer service. Marriott should take note...the only reason I did not give this hotel only one star is because there were a few redeeming qualities...good location and good breakfast buffet. But not worthy of the high price tag that is being charged! Book elsewhere if you can!!
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