Courtyard by Marriott Oxford City Centre — Hotel in Oxford

Huge disappointment and a reason for switching to another hotel chain. I booked this online for five days but unfortunately my flight to London was cancelled and I had to fly out the next day. As soon as I learned my flight was cancelled, I contacted Marriott on the app and received a message back acknowledging my flight disruption.

However, when I arrived, I was informed I would be charged the first night even though I didn't stay and I notified them. I was told that it was "after" some sort of cutoff time. I informed them I contacted Marriott the second I found out the flight was cancelled but the person at the counter refused to do anything about this. I insisted on talking to a manager but surprisingly none were available (this was on a Monday).

I checked into my room; they elevator seems to be programmed for different languages and for some reason, the entire time I was there, the elevator was in Chinese. When I got to my room, I found out it was for someone disabled. The bathroom has cords hanging from the ceiling and rails everywhere. The shower was just the floor with curtains. I don't know why I was given a room for someone with disabilities but it's not a very comfortable room. There is an armoire but no other drawers or other areas to store your clothing. There is essentially no desk. There is a counter barely the size of my laptop and is not very functional. I have been to Marriott's all over the world and have never stayed at one this uncomfortable and non-functional.

The next day as I was leaving, the hotel manager asked to speak to me. I was rushing but he told me it would only take a minute. I went into a meeting room and instead of apologizing for anything, he essentially berated about the whole being charged on the first day I missed and told me I should have had the airlines contact them. Seriously?!? When the flight was cancelled, I think they had about 400 people they needed to deal with and to get them to make a phone call to a hotel just wasn't going to be high on their list of things to do at that time. When I messaged Marriott, I gave them the flight number. I saw enough people just standing around at the hotel, it would have taken them all but 30 seconds on the internet to see that my flight had been cancelled.

The bed is not a very plush and there are workers in the morning (usually around 7am) so there is no sleeping in here. I've been a loyal member of Marriott for decades and it's just infuriating how they treat loyalty. I have never asked to be charged for a night I didn't stay ever before. Never in the more than 20 years I have been a member. They talk about loyalty and wanting you to stay loyal to their hotels but the one time you have a problem and ask for some understanding... the loyalty is gone and they forget all about all the years you have committed to using their hotels exclusively.

There are better options out there and given the lack of empathy and understanding It's time to give up all the years I have put into staying with Marriott and find another more reputable...

If I could give 100 stars I would!! I had a last-minute emergency that required a room for myself and my three children and I needed it quick! I called the Marriot and spoke to Kristina in reservations and she was genuinely the sweetest, most caring person ever! She was so concerned with making sure my family was taken care of. She was really patient with me as I had two phone conversation conversations going at once while trying to sort out the emergency and she waited on hold multiple times with no attitude or making me feel like I was bothering her.We ended up needing two rooms (the rooms only had one bed and no sofa bed )and they worked with us to stay within our budget. When I arrived at the hotel Sonio greeted me with a smile and was so empathetic and kind. I was crying because of the emergency I mentioned earlier and he immediately offered me tissues and water. Later, he came up to my room with cookies and drinks for my kids. It was such a thoughtful gesture that meant a lot to me. Kristina also made a point to come out into the lobby to meet me and my family, and I really appreciated her going above and beyond. Throughout the rest of my stay, everybody was so thoughtful and kind. The hotel does not offer free breakfast, but again, they worked with me to make sure my kids would be fed and it would be in my budget. A few days into my stay I had the wonderful pleasure of meeting Louise who was such a sweetheart and so kind and lovely to chat with. The hotel itself was nice, clean, shower was wonderful, and in a perfect part of Oxford, so close to everything. But the true gem of this hotel, are the people. They all seem to really care about you and everyone seem to really love their job. There were no sour faces, only smiles everywhere we went. I hope whoever up the chain in corporate Marriott world recognizes the true gem that these employees are for their company. 10 out of 10, if you’re trying to figure out where to stay,...

Stayed for 15 nights. Location was good. My major complaint would be the housekeeping service. It was too inconsistent and needs improvement. There were days when bottled water was not replaced. Used mugs and glasses were left unwashed; and on one occasion, both my coffee mugs were removed from my room and not replaced. I had to call front desk for new ones which was quite annoying. And I didn’t understand why we were given only one teaspoon the whole time, when the room is for 2 persons and the cups all came in pairs
Supply of shampoo and shower gel was low the whole time, and no one bothered to top it up, until the last day of my stay. Cleaning of shower room was not thorough. There were days when hair stuck at the drainage was not cleared. Empty tubes of shower gel and shampoo which we left on the floor in the shower area were just left there and not cleared for days. There was even one day when the trash bin was not emptied. And worst of all, on my 14th night of stay, my room was completely not made up at all. Housekeeping did not even turn up that day. This is a first for me throughout my entire history of hotel stays.

Out of my 15-night stay, I could only remember being satisfied with the housekeeping on 2 occasions.

I’ve stayed in many hotels around the world, including Marriott hotels. I must say this is the worst housekeeping service I’ve ever...