First of all I want to mention the plus side of this property and not let my poor experience with them cloud my overall judgement of the Marriott brand. 1) Location excellent, within walking distance to old town Scottsdale and Fashion Square Mall. 2) Rooms are clean, well equipped and maintained. 3) The bar and restaurant staff were excellent and made our stay (4 weeks) very comfortable and feel like home away from home. Now here comes the two major problems that we encountered with Adeline Hotel: a) As a ”Life Time Platinum Elite” member of the Marriott chain I would have expected a better reception at check in (we had booked a 4 week stay with them): They did not offer us an upgrade even though the property was empty. They denied having a upgrade available as they were fully booked (when we checked on line we could have booked a suite). In the end they reluctantly gave us a suite for a part of our stay, when we embarrassed them of their availability. Their response was ”You can perhaps get an upgrade at another Marriott property!” We have since stayed at Marriott multiple properties in the UK, Egypt and Jordan all of them offered upgrades without any fuss or having to escalate and make them aware of their Marriott Policy for Elite Honors Members. b) The accounting practices at this property was crazy complicated. I have never had an invoice so complicated that not only we could not work it out, neither could their staff after several attempts. Its been over a month since we were able to reconcile the invoice and credit card charges. In the end we found out that they had over charged us $1500 plus for our stay which they did eventually return to our Visa card. We have visited over 51 countries and spent over 800 nights in Marriott hotels and this was one of the worst experiences ever and certainly does not represent their Brand. I will also mention that their overseas properties are way ahead as far as Customer experience is concerned and they should pay much more attention to Customer Loyalty as it is a two way street. Finally, we plan on coming back to Scottsdale, USA in April 2023, for another 6 week stay but we will certainly give this property a miss and take Adeline's advice to us of looking for another hotel that will give us a better loyalty member experience.
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