TownePlace Suites by Marriott San Antonio Northwest at The RIM — Attraction in San Antonio

I stayed at this hotel from February 24th until March 18th. My stay was ok up until March 18th when the manager Gina called my room at 9:00 am telling me that I have to leave by 12 noon or she was going to call the police to kick me out. Gina and Carol has pure discrimination in their hearts. A female employee was very rude and unprofessional to me the night before at around 4:15 am. I asked the employee for a straw and she responded very rudely and unprofessionally stating "NO we dont have any straws!!!" I asked again because I was taken aback by her tone in response and she would even look for any for me". I said Ok and walked away going to the elevator and then to my room. Later that morning I get a nasty call from Gina telling me that "My employee fell threatened and I have to leave by 12 noon or she is going to call the police. No explanation or investigation into the matter whatsoever. I gathered my things and left by 1pm. I was displaced by the winter storm that occurred in February and needed a place to stay until my apartment complex found me a place to live in the meantime while my apartment was being renovated. Gina kicked me out like I was trash. I suggested to her and Carol who is the Sales Director to look at the camera footage from the night of March 17th to show if I threatened their employee, but instead Gina cut me off and told me they made up their mind and I and to continue leaving. This was pure discrimination through and through. I am a tall 6'1 black man and the employee is either a white or hispanic woman. I could not tell through the mask she had on but she sounded like a white woman to me. If I was any other person, I know for a fact that this issue would not have have gone as far as it did and there would have been an investigation or proper communication from Gina during this whole ordeal to get the matter resolved in a civil matter. I called corporate and they told me that it was up to the manager of the hotel to decided whether they wanted me to stay or not, rendering the corporate line useless. What is the point of calling corporate when they wont even help the paying guest or customer. They are literally a joke. If you are of color please do not stay at this hotel. Yes, I am involving race in the matter because the managers would not even investigate the situation. They have a bad employee working for them and just take up for her over a customer. These people should never do business and I hope this hotel burns in hell for what they did. Visit another Marriott and never come here. They only want your money and do not care about the well being if...

I’ve had the opportunity to stay at TownePlace suites at the rim since July and someone needs to bring to your attention some concerns regarding the conduct of certain staff members during my stay.

While I appreciate the facilities provided, I am beyond disappointed by the unprofessional behavior displayed by specific staff members.

Unethical conduct, Discriminatory, and hostile environment. November 11 at approximately 1230 am, your front desk staff member became very hostile after I asked her why does she charge some guests for drinks and not others. I originally asked for water from the front desk. I’m happy to pay for anything provided by this hotel. She became extremely aggressive so I left the situation and went outside. A few moments later she approached me and a large group of peers outside and said she wanted to clarify some things with me directly and threatened to have me kicked out of the hotel for being rude to her. This is unacceptable and needs to be addressed immediately. This is the typical response from two of the front desk staffers. Your bartender that has been here since July, not the new one, has not done her job well. She’s hardly available or she’s sleeping behind the bar. Not sure if she is intoxicated or impaired by any other substance. I certainly have more to say and would like a response to discuss these matters.

These and other experiences negatively impacted my stay and fell short of the high standards of service I expected based on Marriott’s reputation.

I trust that you value guest feedback and will take the necessary steps to address these issues. I would appreciate it if you could inform me of any actions taken to ensure future guests have a more positive experience.

Thank you for your attention to this matter. I look forward to your...

It does not worth even one star. They shut off the water one hour before the check-out without any notice. When I ask what I should do, as I need to leave for a very important lunch in one hour. The staff just told me she does not know without any apology. I explained to the staff I am new here and really need her help. The staff told me to use the water bottle (8 oz) that the hotel provided when we checked in. I asked the staff to bring some more bottles up as I am not ready to go down. The staff did not come up and provide water.

Updates:

The front desk staff came after 40 min. The Marriott further explained to me that the staff could not leave the front desk, worrying about losing the job by leaving the front desk empty. The house keepers were all busy. The manager was out of duty as it was a public holiday.

Our room was located right next to the elevator. Based on what the hotel said, it seems the front desk staff cannot even take one min restroom break? Otherwise hotels let go of people because of that? The staff was not flexible.

How come the staff feels the risk of losing the job leaving the front desk for one min? Water shut off is critical issue for the hotels. Was the staff trained enough to handle? The manager provides sufficient help to the staff? In any case, it is a failure.

Reply: The officer at Marriott Bonvoy spoke witht the frontdesk guest and shared that she is scared of losing her job. The Marriott Bonvoy shared that they will follow this up but I have not heard...