I am writing to share my incredibly disappointing experience during my recent visit to Property on 2/18/24. The service I received from both the front desk agent, Becky, and the security guard, Amon Kathy, was far below the standards I expected from Marriott.

Upon arrival, I presented my mother’s ID and credit card for a reservation she had made, as she is currently in the hospital. The front desk agent, Becky, informed me that the Wi-Fi was down and that everything was being handled manually. After some time, she mentioned that she couldn’t locate the reservation but later acknowledged finding it. However, she claimed that because the reservation was booked using points, I couldn’t check in under my mother’s name. I explained that my mother was on the phone with me and had authorized me to check in on her behalf.

Despite my mother being on speakerphone and clearly authorizing my check-in, Becky’s tone became increasingly loud and unprofessional. My mother, who was on the phone, asked why Becky was raising her voice, and Becky responded by saying she was on speakerphone. To my shock, Becky then physically grabbed my phone out of my hand without my consent while my mother was still on the line. This behavior was highly inappropriate, invasive, and aggressive.

Becky also gave me misleading information, claiming that Marriott’s policy would not allow me to check in under my mother’s reservation, even though I had been assured by Marriott’s customer service later on that I should have been given the option to check in via the app or offered another solution due to the system issues. Furthermore, Becky insisted that for the last four years of her working there, it was impossible to add someone to a reservation for check-in, which is false information. This left me feeling frustrated and confused, as I was misinformed and not offered reasonable alternatives.

The situation escalated further when security guard Amon Kathy, who was not involved in the conversation, decided to step in. I calmly asked him not to get involved, as the issue was between me and the front desk. Despite my request, he insisted on interjecting and then threatened to have me removed from the property. He told Becky to call the non-emergency line, even though I was never disruptive or belligerent. As I was leaving the property, I felt even more harassed when Amon Kathy stood outside near my car, making me feel uncomfortable and unsafe. There was no reason for this behavior to escalate to this point.

I am extremely disappointed by the lack of professionalism and courtesy from both Becky and Amon. This experience was both stressful and unsettling, and I believe it reflects poorly on Marriott’s reputation. The misinformation, rude behavior, and unwarranted escalation created a highly negative experience that should never have occurred.

I would appreciate it if Marriott looked into this matter and took the necessary steps to ensure that staff is trained to handle situations like this with respect, courtesy, and accuracy. I was misinformed, disrespected, and harassed during my interaction with your employees, and I am extremely dissatisfied with how the situation was handled.

I expect better from a brand that is carrying Marriott name., and I hope this review will help improve future guest experiences at this property.