I don't think I ever had such a bad experience at a Marriott hotel. Front desk told me they couldn't find my reservation and even when I showed them the confirmation I got from Expedia they couldn't care less. I called Expedia and their customer service tried to get in touch with the hotel staff. I could hear the phone ringing but the front desk lady would just walk away when it rang. I told her that's Expedia calling to clarify my reservation but she was flat out rude and said that's not the hotel's problem. I asked for a manager, she told me the manager will be there at 6am tomorrow so I can come back then. All of this, while I was at the hotel, late at night, with a hungry and tire toddler. She didn't care and you could tell she hates her job. Half an hour later, the ”absent” manager turned out was actually around. I approached him and, while he was a little more (not much) polite than the front desk lady, he wouldn't want to help and kept on blaming Expedia (he, as well, refused to take call from Expedia escalation manager who was trying to help locating the reservation). It was obvious they have an issue with Expedia, however, they were punishing the customer for that. Eventually Expedia made another reservation with me on the phone and they couldn't claim there is no reservation. The whole check-in experience took 2 hours. Check-out wasn't any more pleasant but there wasn't much there with the exception of the $4.95 fee which they insisted on charging for premium internet, although I tried to explain that, for a Platinum member, premium internet is free.
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