Warsaw Presidential Hotel — Hotel in Warsaw

Presidential Hotel is far from Marriott standards in terms of staff quality of services - most likely this is why they lost the Marriott sign. Over years, stayed at this hotel number of times for shorter or longer periods and it gets worse and worse.

Last time we've faced totally unacceptable situation, and as regular business traveler, I've seen a lot. Worth mentioning, I've been Platinum Member of Marriott and after pandemic became Gold lifetime.

The situation was simple to be resolved, yet cause a major headache - clerk claimed system showed twin room booked, whilst my corporate agent booked double, as always was - both come at the same price. Both were available still on the very same day to be booked for the period of the stay.

First clerk requested 30% more of the price to be paid to get us double, claiming that that's the difference in price, when he got explained that this is not normally the case, he switched that currently they are overbook and don't have requested rooms and I would need to pay more as it is an upgrade.

After explaining the status situation and the fact that I used to be regular at Marriott Warsaw and that I would request him to double check what he asks me for (to pay for double) with shift supervisor, he went and came back stating that this is the case. Given this was super unusual, I requested to speak with the supervisor, as it was simply unimaginable.

She came pretty upset, stating upfront, prior anything was said from my end, that she already expressed her verdict. After explaining the situation, she requested the Marriott membership number, to validate in their system (how come if they are not a Marriott anymore?!) - that was provided, later she requested to validate on my account to login and show the status - which was done as well. Then she went into their system, and stated my personal details which were not provided yet to Presidential Hotel and only could be coming from the Marriott systems - which she acknowledged, they have a copy of (didn't remove data after breaking with Marriott).

That changed the song from "no double rooms available", to are available or I can get a free upgrade, which was not interesting at all and all what was needed, was just a doublebed.

The hassle she took me through after a long day of business meetings, was unprecedented and totally unacceptable.

The next surprise came after entering the room - whilst it was clean and bed was comfortable as always, it showed some small refurbishment/repairs which were done in a very bad manner/quality. It looked like a manager accepting or refusing the repair was missing and completely not up to Marriott standards this hotel used to have.

Yet, the worst was the new breakfast experience. There's no usual executive lounge and this is not the problem.

Truly bad quality of service i.e. omlet station, one customer, waited for 10 minutes - no attention showed by staff enjoying the conversation between each other. Getting attention via other staff, we've been shouted across two work tables (ca. 10m) - asking what the guy wants in front of me. Totally unacceptable and unprofessional. After waving that we can't hear her, totally upset on her face she came around and asked in unpolite way, what's "required for the morning". Similar situation did happen the morning after, what is worse though, what I've received was not an omlet - it didn't look like and it didn't taste like. It was "with mushrooms, onion and spinach" try to find it.

Whilst overall, breakfast buffet is pretty good, the management of staff is lacking. This hotel used to have crew which over years of staying, we started to know, middle-age or older ladies, some of them with the hotel from the beginning.

Teenagers, without experience or professional experience replaced them. Majority of them not speaking neither English nor Polish and if, with heavy east of Poland accent. The manners are the problem, ignoring customer, then shouting and then prepping something what doesn't remind an omlet - a vendetta for pushing them to...

During my stay at the Warsaw Marriott Hotel, I booked a full-body massage at Omni Spa on January 3rd, which is located within the hotel. Unfortunately, the massage was conducted in a manner that I found to be highly inappropriate. Areas of my body were massaged without my consent, which I consider unacceptable.

Immediately after the incident, my partner contacted the hotel reception. While they acknowledged that this behavior was unacceptable and possibly illegal, little concrete action seemed to be taken.

The next day, as I was preparing to check out, I decided to address the situation with the reception again. To my surprise, I was not taken seriously and was even laughed at by the staff. They appeared unsure of how to assist me and showed little understanding of the gravity of the situation. Eventually, the manager was called. Instead of offering a resolution, the manager insisted that I first pay the outstanding bill for the massage before I could leave. Given the nature of my complaint, I found this response highly inappropriate. The manager also promised to email me the invoice, but this did not feel like an adequate resolution.

Although Omni Spa is a separate entity, this incident occurred within the Warsaw Marriott Hotel, and the hotel staff’s handling of the situation further impacted my stay negatively. I hope that both the hotel and the spa take responsibility and implement measures to prevent such incidents...

Location was amazing and that’s the only thing good about this hotel. Me and my family booked it for 5 days including the new year. Service extremely slow considering we had booked the best rooms available. They weren’t cleaning our room during the day always coming in the afternoon forgetting to replace the towels and properly clean. Whenever we were calling the reception they were replying with a very ironic tone that they have 5000 rooms to clean and basically telling us we’re not a priority. Additionally we asked one night for a bowl and forks and it never came, after phoning receptions 3 times. Additionally the staff is also racist, which is also a good thing to keep in mind if you’re a person of colour. Even though I had lounge access I was continuously targeted by a lady with a blonde pixie cut asking me continuously if I need help with a cold tone and to provide her with my room number and name, which I noticed didn’t happen to other guests. Additionally my mum got physically assaulted in the breakfast area by another Polish guest and the management specifically Iwona Kawecka blamed my mum for the abuse she reveived and lied about calling the police, which I also think is an example of the racism we faced. Good hotel in terms of amenities and location but as other commenters mentioned, very bad attitude staff. Would recommend to book Intercontinental instead which is also better value for money and offers the...