As a Marriott Rewards member for over 15 years, my family and I have consistently chosen Marriott hotels for all our travels, given our confidence in the brand’s commitment to guest satisfaction. However my recent stay at this particular Marriott hotel has been nothing short of disappointing and unprofessional, leaving me compelled to share my experience.

I have been staying at this hotel with my parents for over a week. We split the room 3 ways. On the night in question, around 11 p.m., I went downstairs to buy a drink to take my meds, as the tap water in the room has a distinctly nasty taste. After discovering the store was closed, I explored the area in search of an open store, to no avail. I then decided to order through a delivery service, but after waiting for over 40 minutes with no success, I canceled the order.

At approximately 4 a.m., I woke up feeling unwell and in need of something to drink. I left my room, forgetting my key card, and went to the lobby to inquire about vending machines. I politley requested a new key card to re enter my room, as the elevators require one for access. To my shock, the front desk attendant refused to provide me with a key, stating that only my parents, who were registered on the room, and in bad health could come down to retrieve it. While I understand and respect hotel security protocols, I explained that my parents were asleep, in bad health and asked if they could either call their room or escort me to confirm my stay. Both extremely reasonable solutions were denied.

The manager not only refused these requests but also declined to check security footage to verify that I had just exited the room minutes earlier. His dismissive attitude escalated the situation unnecessarily, forcing me to call the police simply to resolve a basic issue. When I told him I was calling the police he said “the police won’t help you” which I have on video. The police did in fact end up helping me. This lack of customer care is astonishing, particularly given the amount we paid for our stay. I have a video of at one point about 7-8 employees are just standing there, refusing to go back and watch the video of me leaving the room or call my parents. Even after showing a picture I took of my room # to remember it he said no. They ended up ganging up on me, trying to intimidate me. The valets were getting a kick out of it, standing there laughing AT me bc of dehumanizing things the manager was saying to me, asking me to wait across the street from the hotel (where it was dark, and the day before my mother and I watched people cook up drugs in this spot on a spoon) bc he couldn’t verify I was a hotel guest. I have never encountered such hostility from hotel staff in all my 34 years of travel. The manager was not only uncooperative but resorted to name calling and mocking throughout the encounter, gas lighting me when the police showed up, even as I attempted to de-escalate the situation. When my parents eventually woke up and came down, several hotel employees who had not offered any assistance prior suddenly became involved, though their behavior suggested they were more interested in salvaging tips than providing genuine help.

This experience was deeply upsetting and has left a lasting negative impression. Despite the high cost of our stay (over 4 thousand dollars for 1 week), I was treated disrespectfully and unfairly by the hotel staff, particularly the manager, whose behavior was both unprofessional and unbecoming of Marriott standards. I fully understand the need for security protocols, but the refusal to address this situation with a simple phone call, while subjecting me to unnecessary embarrassment and conflict, in front of other hotel guests, is inexcusable.

I intend to escalate this matter further to ensure that no other guest experiences this in the future, and will be updating my hotel in Maui next week to something other than a Marriott.

They also will try and upsell you at check in. Multiple other reviews say it, and it happened to us as well. Elevators are also very slow.