I won't go into ALL of the details, just the highlights. And before going any further I'll say that the hotel management responded about 2 weeks after I sent an email, most of which contained the info below.||Last year I won a gift certificate for a one-night stay to your hotel. I decided to book the weekend of our 33rd wedding anniversary with the idea of paying for the other day out-of-pocket. The accompanying letter gave directions as to how to get the room. However, none of the Gaylord National agents I spoke with seemed to be able to book the reservation. I finally spoke with Ms. Torri Schwentke at Gaylord Texas, who helped me make the reservation online and asked me to contact her if I had any problems.

Two days before our arrival I called again and spoke with Tess because Ms. Schwentke wasn’t working that day. Tess assured me that if Torri had helped me, everything would be fine.||When we arrived at the hotel, I was told that I was supposed to have made the reservation online. I told them that I had tried and wasn’t able to, and had spoken to Ms. Schwentke. When they called Gaylord Texas, neither Ms. Schwentke nor Tess was there (what a surprise). Fortunately for me, I had printed out our email conversations and the greeting from Gaylord General Manager Dan McKeon. After approximately 30 minutes of discussion, Mr. Elliott Burgess was able to straighten out the mess and get us into a room. He asked if I wanted a copy of the certificate to which I said yes; and I’m very glad I did.||Here are some, but not all, of the other things that happened.||The room's shower floor was totally wet; it turned out the shower head was leaking even though the faucet was completely turned off.||The remote did not match the tv; we had no working tv until we realized the difference and called in for the matching remote the next day.||The shower stall in the pool area lacked shower gel; the shower head didn’t fit into the cradle (my husband told me the same situation applied in the men’s shower stall); the hot tub didn’t work all day Saturday, we were told because the ceiling was leaking (which was true; it had rained the night before). That evening I was told it wouldn’t be working again until 8 the next morning. It was actually closer to 10:30.||However, the most egregious events started on Saturday afternoon when we heard the loud sound of a saw outside our room. Two workers were cutting holes into the sides of the wall opposite our room; their utility cart was next to our door. They stopped working, but left their cart and tools in the hallway; a safety issue for guests, at the very least. We left our room and when we returned two different men were working on the same wall and their carts were directly blocking our doorway! They apologized and moved them away from the door, but still in the hall, saying they would return around 5 or 6p to finish up. Around 8pm we heard banging; by then I had lost the will to say anything; we simply left the room.||Before checking out on Sunday, I made these events known to Mr. Burgess along with the pictures I had taken. He apologized and offered to add points to my Bonvoy account to help make up for our unpleasant stay.||However, we had one more ordeal to face. Because of all the problems we had checking in, I decided to check-out in person. The agent asked me for my certificate. I told her that it was already taken by Mr. Burgess and that she should call him over if she needed confirmation. She insisted on seeing the certificate and I showed her the copy he had made. Only then did she call him to help. Another 10-15 minutes of waiting and she printed out our receipt.||We had planned to check our bags and explore the area more, but after that, we put our bags in our car instead. We did not want to stay there a minute longer than we had to.||The Gaylord National has been the host of a convention we have attended for over 10 years and we were really looking forward to our first time as guests there. After this experience I see no reason why we should return.||The Gaylord's email included an apology and added points to my account, but the points that Mr. Burgess promised were still missing. A month after our experiences, my account was credited with the bonus points. We plan to use them at a different Marriott property.