Nagoya Marriott Associa Hotel — Hotel in Nagoya

As a Bonvoy holder for over 8 years, I am ready to switch my AmEx product based on simple customer service flaws that in 2023 are intolerable. Let’s begin: I am appalled by the fact that I made a simple mistake and was treated like a pauper. My family and I planned on going to Nagano this weekend for the holiday, however, everything was booked because when Japan has a holiday, everyone goes on holiday. I was on Expedia trying to find available hotels, and I found the Nagoya Marriott Associa. I booked quickly because as I said everything was quickly selling out due to the holiday weekend. The fact that it wasn’t should have given me pause.

Our rush to make this last-minute weekend happen was absolutely the reason for my spacing out on what hotel we were staying at until we were checking in and I saw the Marriott Bonvoy elite line. My immediate thought was oh that’s me. I brought up my card and then was told no, we actually can’t give you any perks because we booked Expedia. And while I understand that that is the policy, a) mistakes happen and b)I also had my card with me which I used on Expedia🤦🏾‍♀️. I tried to explain the situation, but none of that appeased them into allowing us early check in or access to the lounge, which are cardholder perks we hardly ever get to experience so would have been great to have today.

Adding to my pauper feeling, there was hair on the bed as well as on the bathroom floor. If I see it, housekeeping saw it, but apparently it wasn’t important enough to be addressed. But we’re just talking about what I see. My youngest child went under the bed and was put straight in the shower based on what he came out with. Deep shudder. Speaking of that, we have two small children with us; in what universe would placing our room right by the elevator make sense? The rooms are a decent size so they have that going for them, however, the decor is a bit early 2000s, which feels a bit dated in 2023. If you’d like to swim, it’s ¥3300 per person per day. In what universe would I, as a paying guest, want to pay more to use an amenity that was one of the main reasons I booked a stay at your hotel? Wild. Lastly, I had a really long week, as many people often do. After rushing around trying to get to our destination, it’s hard to continually hear “nai” for basic requests. I’m hoping this wasn’t a case of Japanese othering but I would encourage the team to review policy when the implications are greater than the reward.

As an aside, calling Marriott didn’t help. In fact, only AmEx wanted to take action and help us get some satisfaction so they were more than happy to help me change my card to a different product if I decide to do so.

2.5 stars is generous but I think the ruination of my weekend with trite attitudes warrants a round down to 2....

When we checked in we did not get a warm welcome or a congradulations on our honeymoon that we had received from previous hotels here in Japan. They also did not offer to help with pur 3 large suitcases and 2 backpacks & purse. We had checked in & did not want to go far for dinner so we attempted to try the hotels Buffet restaurant for the 60,000 yen or so. We where denied entry as hotel guests as their where other large groups that they did not want us to disturbe. When we asked for a recommendation other than the 100,000yen fancy restaurant we where told they have a place with sandwiches.

We had also asked the front as it was a bit difficult getting outside & to the other side where restaurants where. & they had no recommendations either..

The hotel is difficult to navigate. One elevator to the lobby, a seperate elevator to your room. And the Fitness center is located in a different building accross the lobby down a hallway you would not find if its not pointed out. And into another seperate elevator.

Cont. We decided to go to the Fitness center. Which was advertised in the room as being free ( see attached pictures ) When we arrived we where told we had to pay 3,300 each to use the facilities. Even has a hotel guest. Their is no discount, this is the same price they charge everyone. After which we did not recieve any "lessons" to use the faciloties or any of the rental swimsuits/shirts or anything else in the contract. Which we paid for upfront. They make you sign contract after contract for everything. I even had to sign a contract that i was not affiliated with Gangs, Mafia, or Organized crime group?

We stayed in a King Suite on the 43 floor, which we are classified as normal floor guests. The room was nice, and as expected. But we did often hear banging from other rooms, water flowing or flushing. & our room door was directly at the endof a halway. Which is fine, except the door did not stop the travel of sound out or in. Which being our honeymoon lead to some embarrassment after learning this in the morning, hearing everyone.

Their are TWO cameras on the tablet in the room by the bed. Which felt very invasive of our privacy. It is obviose why this is a bad idea. So we kept the tablet in the drawer. Just incase anyone was watching us through the cameras in our room.

We also discovered the all-day dinning is literal. It closes at 9pm. We stayed at this Hotel to go to the many Amusment parks in Nagoya. You will want to eat at these places & before going back to the hotel as many places in the area are closed by 10pm.

Now we finally check out, and we are given a Map. Why could this not be a day 1 thing. Or when i asked for help getting to a specific side of the...

Nagoya marriot is the worst hotel!!!! it should bear the name of marriot at all. The level of service is horrible, and they try to upsell everything. This is your typical bait and switch hotel. |Marriot Nagoya Associa Hotel is the WORST marriot hotel in my 12 years of staying with marriot.|It takes a total of 2 hours of waiting just to check in with NO elite member recognition and the front desk did NOT even offer the benefit choices (I could have gotten the $ 100 Guaranteed Welcome Gift if I were a jerk by claiming it) |I contacted the hotel via build in app messages to request check-in at 1 PM and was told to come. When I arrived at 1 PM, the front desk took all my passport and let me stand for 45 mins and ended up, she did not do anything. She could have processed the check in procedure, so when I came back at 3 PM. I don’t need to give her all my passport again. I asked why didn’t you process the check in and she said that I should fill the online check in thing that they send 1 days before. |WHO check emails on vacations? I would have stayed in BUDGET hotel if I had known I needed to go through this really bad treatment and filling up some online forms. Marriot is supposed to be a full service hotel, isn’t it?|When I came back at 3 pm, I then need to wait another 1 hour JUST to check in. horrible!!!!!||after check in, we asked for some help with the luggage, but no one help with the luggage. |the front desk just left the luggage in the lobby and we ended up need to bring our own luggage to the room. |When check in, the lobby is not even crowded. There were only like 2 people in the check in line. ||We book 3 rooms and I requested the room to be on the same floor multiple times, |BUT the requests were ignored. Citing the hotel is full, which another complete lies. |I check on the app and see the room lights from outside. The hotel has many empty rooms. ||There is NO free breakfast for titanium with lifetime platinum members. |We were told to have breakfast in the lounge, but the food selections is just horrible. ||The only good thing about the hotel is just the location. ||When checking out at 10 am, we want to store our luggage for 2 hours waiting for the our train schedule.|The concierge tried charge us with luggage fee!!!!!!!! Speechless... |the front desk also always tried to bait and switch the room, so she can upsell me |with more expensive room.|Horrible hotel and the worst thing are they only posted 1 room points for my stay where I should get points from 3 rooms. |AVOID this hotel !!! unless you want the...