The Hague Marriott Hotel — Hotel in The Hague

I am a titanium member. I stayed at the Hague Marriott Hotel for 6 nights from July 7 to July 13.

I was checked in by Raynier who arranged a room (no upgrade) for me on the 9th floor, which was great. Raynier was on the way retrieving my languages for me to go to my room, some random guess stopped Raynier and that person was served first while letting me wait. This is completely unprofessional and I have been very upset about it.

Unlike all other Marriott hotels that I have stayed with, I can have an option to have breakfast in the lounge or in the restaurant. They didn't do it automatically here. I asked Raynier and I was told that only the manager could decide and asked me to come back later. I came back later after dinner and met Suzianna who told me: "You have to come back tomorrow to meet Raynier as I cannot do anything. Only the manager can make the decision to let you have breakfast in the restaurant".I then said: "I don't have Raynier's schedule and I cannot follow Raynier's schedule as I have a business to do here (otherwise I would not stay at your hotel)." Suzianna responded: "then you will meet another colleague to help you out". I then said: "You are a colleague too, and what if the person says exactly the same as you have just said". Suzianna then said: "ok, I will make an exception for you to have breakfast in the restaurant". Clearly, both Raynier and Suzianna could make the decision, but they didn't care to do that. It appeared to me that they were very tricky, and were interested in making it difficult for me and wasting my time instead. Clearly they didn't care about Titanium's loyal members like me (not sure the reason they did so because I looked Asian).

After two days of staying there, realizing the housekeeping team never cared to check if the conditioner was still available. I called the front desk to refill the conditioner and replace the iron as it was leaky. The person who answered my phone said along the line: "Sorry, I will send them right away". I waited for more than 2 hours and had to call them again, then a front desk person said: "I am very sorry, let me do it myself". A day later, I had the non-disturbed sign in front of my room until around 1pm. At around 3pm, I then called the front desk to send a housekeeper to clean my room. The person said: "Yes, I will send somebody right away". Two hours later nobody came, and I called again. Two hours later I had to call the front desk the third time. The person who took my phone was Mosse (not sure that is the correct spelling entirely) said along the lines: "I am sorry, but the housekeeping teams are not staying with the hotel 24 hours, and we will have to do it tomorrow". I asked: "Are you saying that all of them go home after 3 pm? Why didn't your team members tell me but I let me wait and wait". Mosse then said: "Well there were a couple of housekeepers working after 3pm". I said: "Then why didn't they come to clean my room after my request (twice)". Mosse said: "Sorry, let me find somebody to do it for you right away". Then finally a person came to clean up my room and I tipped the person as the person looked very tired. It appeared to me that the whole team was systematically very tricky and untruthful, and always tried to avoid/forget my requests. When I called or talked to them, they tried to talk me out and avoid responsibility.

Sherly in the lounge and Daniel in the breakfast (and his brother in the lounge: I forgot his name) were very good to all the...

Subject: Urgent Complaint Regarding Detrimental Holiday Experience

The Hague Marriott Hotel

Dear Hotel Manager,

I trust this message finds you well. It is with great disappointment that I am writing to bring to your attention the deeply unsatisfactory experience my family and I have encountered during our stay at your hotel.

From the outset, the cleanliness of our rooms has been far from acceptable, causing not only discomfort but also triggering allergic reactions due to the accumulated dust. The inoperative heating has left us and our guests exposed to extreme cold, resulting in an unfortunate bout of illnesses.

Compounding the issue, the welcome soup offered in the reception was off, leading to severe food poisoning for both my wife and myself. Additionally, the electricity in our room malfunctioned twice. The first instance was particularly dangerous, as I was in the shower, and the sudden loss of power caused me to lose my balance, resulting in a severe head injury. I found myself fumbling in the dark, wet from the shower, attempting to locate my phone for a source of light. This, coupled with the distressing discovery of dog excrement in the lift, an unpleasant odour permeating the entire hotel, and a concerning lack of hygiene, has cast a shadow over what was meant to be a joyful holiday season.

Furthermore, I must bring to your attention the persistent issue with the refrigerator in room 521. Despite numerous complaints, the fridge remained non-functional, causing significant inconvenience. This situation was particularly distressing as we needed to store my mother's essential medication in the fridge, and the lack of a working appliance jeopardized her health. Moreover, we had specially prepared food for our mam, who is diabetic, unfortunately, spoiled due to the malfunctioning fridge. This compounded the challenges we faced during our stay and added to the overall dissatisfaction with the hotel's facilities and services.

Equally disheartening is the dismissive and unhelpful attitude displayed by your staff, especially when we seek medical assistance. Their refusal to address our concerns demonstrates a blatant disregard for the well-being of your guests. Additionally, discrepancies in the billing have added to our frustration, as it appears we have been overcharged.

As we find ourselves in the midst of the holiday season, it is disheartening to express that this experience has effectively ruined what should have been a joyous time for us. The cumulative effect of these issues has compelled us to pursue legal action against the hotel.

Due to the illnesses we suffered, we had to cancel our New Year’s Eve Gala and our Christmas appointments with other family members and friends.

In light of the severity of these issues, we find it necessary to escalate our concerns further. This letter, detailing our distressing experience, will be forwarded not only to your local management but also to the corporate head office in the Netherlands and the United States. We believe that bringing these matters to the attention of higher authorities is crucial for ensuring that necessary improvements are made to prevent similar challenges for future guests and to uphold the reputation of your esteemed establishment. We trust that swift and comprehensive action will be taken to address and rectify these issues.

Yours sincerely,

HRH Prince Dr....

(EN) We spent new year's eve at this amazing hotel. I don't know where to begin, since the experience we had here was phenomenal.

Upon arrival, we were welcomed by the exceptionally polite staff. Enthusiastic and passionate about our stay and the fact we chose for the Marriott. When we went up the room, we found a personalized note on the bed which encouraged a great stay. The room was amazing: perfectly virtuous, clean, modern and well-furnitured. The view wasn't amazing, but that makes perfect sense considering the fact that it was the 31st of December, and thus is was very busy. We weren't able to get a different room with a better view. However, we were able to view some great fireworks throughout the night. Further, we drank some cocktails down at the bar, prepared and served by Michael, an outstanding bartender. He was incredibly polite, funny and just such nice company. My compliments! They also offered a great selection of wines and other drinks.

The Marriott is listed as a 4-star hotel, although after our stay I would most definitely consider it to be a 5-star hotel. Outstanding experience!

(NL) We brachten oudejaarsavond door bij dit geweldige hotel. Ik weet niet waar ik moet beginnen omdat de ervaring die we hier hadden fenomenaal was.

Bij onze aankomst werden we verwelkomd door uitzonderlijk vriendelijk personeel. Enthousiast en gepassioneerd door ons verblijf en het feit dat onze keuze op het Marriott hotel was gevallen. Toen we naar onze kamer gingen, vonden we een gepersonaliseerde kaart welke ons een geweldig verblijf toewenste. De kamer was geweldig: erg schoon, modern en prachtig ingericht. Het uitzicht was niet zo bijzonder, maar dit is vrij logisch gezien de drukte tijdens 31 december zodat kamers met een uitzicht op zee of op de stad al bezet waren. Echter konden we gedurende de nacht vuurwerk zien vanuit het raam. Verder hebben we wat cocktails gedronken aan de bar beneden. Deze werden bereid en geserveerd door Michael, een uitzonderlijke barman. Hij was vriendelijk, grappig en gewoon erg goed gezelschap. Mijn complimenten! Ook hadden ze een goede selectie wijnen op de kaart.

Het Marriott wordt geadverteerd als een 4-sterren hotel, maar na ons verblijf zou ik het zeker een 5-sterren hotel willen noemen....