Renaissance Amsterdam Hotel — Hotel in Amsterdam

Horrible experience, hotel is under construction- they only inform you after booking. We were told a month prior to arrival that during the second day of our stay we would be switching to newly renovated rooms. Then another email that all guests would be moved on the 19th. Well on the 19th they are refusing to change us, while all the communications state that past the 19th the old rooms would not be available and we must move. The lack of respect is astonishing. I received an email at midnight, I called and waited 15 minutes for front desk to respond. Was told to yes, pack my bags and they would be moved to the new room in the morning. In the morning was told move would be in the afternoon. At noon was told ahead of time sorry, no move- should have been notified 3 days ago, but come back at 4pm. Then WHY did 3 different employees tell me that I needed to pack at 1 AM and I was going to be moved??? Side note, I tried replying to that midnight email- undeliverable. Then tried the 2 other emails from the reservation and the original ones notifying of the room change after making the reservation- they all bounced.

I have wasted so much time and energy on this and still no room and no resolution. It’s past 4 and still in the old tiny smelly room. The old rooms are tiny and very uncomfortable. Beds mattress are like wood. The only reason we didn’t change hotels was looking forward to being the first to stay in new rooms. Staff are nice and polite but give contradicting information. Hotel is a disaster, hopefully gets better after renovations are completed. At 4:50 I went to check again, and they had the audacity to tell me the new room was ready, gave me a key and told me the bags would be moved. When I come back, the room number does not exist, but the keys to my “new room” open the old room; my bags are all strewn on the floor in my old room (I left them tidy in a corner). When I call front desk the phone told me to hang up.

Update: I was so mad I went downstairs and demanded to speak to a manager/supervisor (I had done so before through the app chat, to no avail). A new room magically appeared when they saw the rage in my face. In his defense, he tried throwing credits/points and don’t know what else to appease me, but I just wanted what I had been told I would receive, nothing more. Customer support has not gotten back to me (8 hours and counting). It shouldn’t have taken all of this anger and upset for something that took 3 literal minutes to solve. The new room, although the same dimensions, is night and day difference. There is plenty of room to move around, usb ports at headboard (no converter nor 110 plug, which there were jn old room’s bathroom), automatic blackout shades, tall window, walk-in shower (old room had a super tall tub that was hell going in/out as a 5 foot 2 inch person). Creepy wall art but very nice use of the space. Wish the 1-week stay had been in these rooms and that the whole debacle never happened. There is still a maze to go through in the lobby, even messier since staff is scrambling to gut the old rooms and furnish the new ones, but showing promise. There is still scaffolding on most sides of the building, and the café is not offering breakfast items beyond the American breakfast (had I known, would have had the omelette and pooferjes when available earlier in the week). From what I understand no one else will have to suffer the old rooms, but they should communicate better. Also, app says room service orders can be placed through it- no dice,...

I spent 14 days in Europe (excl. 2 travel days) and this was my worst stay across the 9 hotels that I stayed in which included budget stays. This stay is quite expensive at almost 60,000 Marriott points a night even if you stay w/o points it's very expensive.

Biggest Con: SERVICE was so poor. I had requested an early check - in almost 3 months in advance to my reservation and a reminder 2 weeks prior to my visit as well as mobile check in. When I arrived they told me there were no rooms and gave me complimentary breakfast vouchers and a lounge pass. They told me to keep checking my mobile and I would get an alert as soon as a room was ready. I checked back with the deck around 1pm and they said there was no room ready. The person manning the desk was not apologetic, not kind, not understanding but down right rude to me. He said the room would be ready by 3pm else he would make sure I was compensated. I go to the desk again at 3pm and the same person makes me wait another 30 mins! At this point I was furious. No compensation whatsover for the room not being ready, no alert on my phone. And I was an Ambassador elite member - I had requested a suite night upgrade which was rejected as it's the hotel right but there was no acknowledgement of being an Ambassador or a bonvoy member at the desk. No room upgrade despite the hassle they put me through. After this horrendous check - in experience, when we finally managed to get a room. During dinner on one of the days, my husband wanted to have a pastry we had brought to the room so I requested room service for a spoon - the response I got was "We are too busy, maybe you come down and get it yourself". An appropriate response would have been " We are quite busy, it will take a while to send someone up, will that be fine?". Was stunned at this service I received throughout the stay.

I have stayed 500+ nights in hotels with Marriott alone and this was the worst service I have received. Also additionally I had called this out as a stay as I was making for my wedding anniversary and still I got this service.

Other than the poor service - rooms are decent sized, slightly on the smaller side which I think is a characteristic of Central Amsterdam. Bathroom was also quite small. But well maintained and clean. Room has all amenities. View was quite nice from the room.

Food/Others: They have a great breakfast variety - but quite crowded with limited seating capacity so would suggest off - peak times for breakfast. Good restaurant options within the hotel and well stocked lounge.

Location: Location is excellent - 5 min from train and tram stations. Tram network is brilliant in Amsterdam to get around especially with the day passes.

To summarize - Good location hotel, terrible service, decent rooms - pricey for the...

This hotel and the service is an absolute joke. To think we’d paid £450 per night, downgraded and then had to argue every single item with staff, it truly is unbelievable.

Let’s start with check in, we’d effectively been downgraded to a 2xStandard Rooms with interconnected doors from a Supreme room with executive lounge and breakfast.

We had to ask several times about the executive suite and we’re told that our “status” wasn’t high enough, despite us booking and paying for this service. This was later added on to our card, after service in the executive lounge had stopped.

Breakfast, we purposely booked due to having a little boy and ease. We were told that this wasn’t included now, but having to show the email confirmation we were then told we could have breakfast, see check out below to see how this went.

The room was awful, dusty, dirty, smelly. Along with the bathroom. As you can see from the photos, no prep had been done on the room. There was actually blood on one of the provided towels, see image.

TV didn’t work, we asked reception twice to sort with hours between, never fixed.

No room cleaning, we entered room at 3pm so our boy could have a sleep, went back out to allow cleaning and mentioned this at reception. “This will be taken care of”

5pm back to the room and still as was. We requested at least clean towels at 5.05 replies will sort, chased again 6.46pm, they eventually replied at 8.26pm saying sorry and still no towels.

Let’s go to breakfast, full to capacity and eventually had to clear down our own table on both mornings to sit and eat. Asking for milk due to it being emptied on both occasions resulted in no action being taken. Every man for himself when it came to glasses and plates and then eventually making an appearance.

Check out: “Fredrique” said the only charges on our bill was for breakfast. I told her this was a joke and that we had booked with breakfast, I started to explain our experience and she put her hand up to stop me. Again I tried to say that we were complaining, again her hand raised. Outrageous behaviour.

A formal complaint will be written to Marriott and I hope future travellers considering this hotel will understand that the amount you pay, really doesn’t reflect in the experience, rooms and customer service you’d come to expect from a Marriott...