Renaissance Amsterdam Schiphol Airport Hotel — Hotel in Aalsmeer

I had a bad experience even before I showed up at the hotel. I arrived in Amsterdam on Sunday 19 Jan and walked out of the airport at about 10:45 in the morning. 2 times I had called the Hotel to find out what times their shuttle leaves from the airport. They had told me that I can pick it up at bus stop C13 every 40 minutes and there would be one at 11:00. I wanted to make sure that I was not waiting in the cold not knowing when the shuttle would come. I arrived at C13 at 10:50. THERE WAS NO 11:00 Shuttle on Sunday 20 Jan 2019. I waited and waited and waited and finally at 11:34 was when it came. Bad start already! The shuttle journey takes between 15-20 minutes. Hotel is in the town of Aalsmeer which is not far from Schiphol. Not much action around the hotel that you can walk to. No matter where you go, would have to be by car. So from a location standpoint, not so ideal. Got to the hotel and was checked in. I was recognized as a Platinum member. They do not have a Executive Lounge so I was offered a free breakfast instead. There were 4 different counters at Reception and only ONE OF THEM was used for Checkin at a time when there were about 5 guests waiting in front of me. This was around Noon on Sunday. The room is spacious and nice. Plenty of electrical outlets and USB ports at strategic points throughout the room. The internet (WiFi) worked well. No complaints. However, there is not a single hook on the wall in the room so I could hang up a coat. Found this to be a surprising omission! Apart from the closet, there is no place to hang up a coat. I tried to use the coffee machine with the Pods of coffee that were provided. This did not work out well. It ended up leaking coffee below the machine and very little into the cup! So cancel that! I had a business meeting that I decided to take over dinner at the restaurant. We were seated at about 5:30pm. There was 1 other table in the restaurant that was occupied at that time. My business colleague and I stayed in the restaurant until 7:45 pm. In the little over 3 hours we were there, we were served by 3 different waiters! Mostly they served a course and disappeared. Was hard to find someone to attend to our table and that too with less than 50% of the tables being occupied. I had ordered a Cappuccino and it was cold !!! The food was OK. But overall the restaurant left a lot to be desired! I ate breakfast 2 times. The breakfast spread is nice with more options to choose from than I know what to do with. Service was prompt and friendly and good. Would rate the breakfast high. I also used the gym on the ground floor 2 times. Nice gym with good set of equipment. Adequate for...

The staff at the hotel were completely unprofessional. some of my experiences are highlighted below:

On arrival , the staff at the check in desk were polite and very helpful. Every other staff on the property were anything between non-chalant and rude.

On my first day, a member of staff offered to get me a coffee. The coffee was never delivered to me. Luckily there is a coffee machine at the restaurant and I soon learnt to be self-sufficient and make my own coffee.

On the same night, My team and I had dinner at the same restaurant. One of my colleagues ordered the Creme Brulee and it came with salt rather than sugar. in addition, one of my colleagues who for religious reasons doesn't eat Pork, ordered for Lamb and ended up with Pork on his plate. Disaster!

On the following night, I ordered a medium done steak at the restaurant but when it was delivered , the steak was well done and tough. I spotted our waitress on the way to another table and signaled to her that I was not happy with my meal and she acknowledged that she will be right at my table when she is done. A few moments later, she passed by our table on the way to the kitchen and I reminded her that i'd like my steak returned and she turned to me visibly irritated and retorted "I know , I know. I will come to get it". She eventually did come to change my steak and my replacement was actually really good despite the waitresses' rudeness.

On the same night, my team and I asked to reserve a table for a group of 12 for the next morning's breakfast so we could all sit together. The waitress/ server at the entrance of the restaurant told us that there was no need to reserve a table and repeatedly said "Just come down in the morning" you will get a table. The following morning when we came down and tried to ask for a table, the wait staff were very quick to scold us and told us that we should have made a reservation if we wanted to sit together as a group.

On the first morning of my stay, I returned to my room at about noon and realized my room had not been made up and I called guest services and requested for my room to be made up. I left the hotel and on my return in the evening, my bed had not even been made. The room was cleaned but the duvet on my bed was just pulled to cover the pillow, wasn't tucked in and neither was the bed straightened.

Every evening during my stay, I would find my room's window left open yet the temperatures were between 8 and 10...

Stayed at your property May 5-7, 2019 and we did NOT experience the normal MARRIOTT Spirit to Serve outstanding stay. The associates with the exception of Rose were extremely RUDE from the front desk, restaurant, shuttle driver. It’s grossly apparent your associates have limited, to NO customer service experience. They have NO idea of MARRIOTTS associates going above and beyond to meet and exceed their loyal MARRIOTT customers. Check in, and returning to front desk during our stay were met with NO associates behind the front desk, or mass confusion with several customers waiting to check in, no Elite desk, only one associate at the front desk at best. When and if they addressed my presence associates were very curt, rude, failed to understand my needs and then would raise their voice in a very defensive manner which is unacceptable and should never be permitted!

Same attitude was experienced in the restaurant with the exception of Rose, and the bearded gentleman.

Was told the shuttle ran to AMS every 20 minutes. so I ran to the shuttle that did not show. Stood for the next shuttle after I took my seat, the driver said, he was done for the day and I would have to wait for the next shuttle. I did, and total wait time was almost 1 hour. When returning from AMS, I was at your stop @ C13 about 5 minutes before scheduled arrival, but Shuttle did not arrive. Eventually after waiting in very cold and windy weather for 45 minutes.

We were told you had NO upgraded rooms available, but didn’t expect to be adjacent to the Elevators. My profile states away from Elevators which the Elevator noise kept up awake all night. Tried to overcome the Elevator noise with the A/C but it barely worked and did NOT overcome the Elevator noise.

Unfortunately had to stay two nights at your property with prepaid non refundable rate, but I was charged for one night.

We Elites do share our experiences, positive and negative property experiences, but thought root cause analysis was performed and process improvements were already instituted. Sad to say they have not been yet.

As a Lifetime Platinum Elite Member since 1985, we frequent hundreds of MARRIOTT ‘s around the world and while it hurts me to tell you the numerous problems we experienced at your property, my hope is you’ll take this as a positive learning experience for continuous improvement.

I await your timely response for our unacceptable and disappointment with your...