I try to give every review an average, but sometimes the bad far outweighs the good.

I arrived last night for check-in and the man that checked me in was very friendly and appeared to be new, absolutely no problem but being new will be a factor.

The room, elevator, and hallways were perfectly nice. Very clean and quiet, no complains.

Those start at around 4am when I'm awakened by a single hotel phone ring. I didn't hear anything else so I thought I imagined it. Well then the phone rang once about 10 minutes later. Also, my TV turned on with the 'Bon Voyage' goodbye on it. I call down to the desk and ask them what is going on and they say that my Marriott friends/family discount form has an issue. Example of my name is Samantha, what my ID says. My reservation was made under Sam. My discount form says Sammy. He says that they'll need it updated or I'll have to pay full price. I tell him I'll get a new form to him in the morning, he says no problem and apologized for the inconvenience. Unfortunately my TV turned on again about 5 minutes later, so at this point I'm up. Took me about 2 hrs to go back to sleep.

My family member sends me an updated form with Samantha and I go downstairs to check out. No one is at the counter for about 2 minutes but then Jorge comes around the counter. I tell him I need to send him an updated form, what's a good email. He explains to me the issue is the names don't match, I let him know I understand and just need to know where to send the form. 2 minutes later he has the form but it's apparently the wrong name. He explains to me which forms say which and how they all need to match in order for him to accept it, rudely and with condescension. He also tells me I can't just Photoshop the name, it has to be done on the official site. I get offended because I didn't Photoshop anything. I'm getting even more frustrated at this point and tell him I've stayed in 6 hotels in 9 days, all Marriott, not a single one had an issue. One told me that in the future all names need to match, but he would accept it this time. Jorge explains that he doesn't know what they were doing but that's wrong. I'm trying to get a resolution and he just shrugs. I can't go back and change the reservation when my stay is over! So I ask him 'what name needs to be listed so you will accept it?'. He tried to explain everything again, I interrupt and ask again, he says 'Sam.' I tell him I will have my relative send me a new form.

My relative, sister, is incredibly upset on my behalf. With the 4am phone calls and the atrocious 'customer service'. She recommends I talk to the manager, but my day is already starting late because of this, so I just want to go. She sends me 3 new forms, 1 with each name, and I send them off.

He automatically prints each form and crumples the ones he doesn't need, then tells me 'yep, this one is good'. I say great and walk away. He sends a halfhearted 'thank you' when my back is turned but I just leave.

I work in customer service every day, I hear the 'they let me do it last time' speech all the time. There is absolutely no reason to treat to a customer the way I was treated.

Guarantee I will not be returning.

Update-ish: just checked in to another hotel the next day with the original form, used with no problems. Asked the attendant about the name thing and she said 'Sam and Sammy are nicknames of Samantha, so as long as the DL says Samantha, it's fine.' she was also appalled at how I was treated. So in the 9 days I was traveling 1 of the 7 hotels had an issue.