Portsmouth Marriott Hotel — Hotel in Portsmouth

Have stayed many times at the Portsmouth Marriott and always found the staff very friendly, the rooms in excellent condition and the food outstanding ! However this time it was like a different hotel. I had booked the large suite on the 7th floor, on arrival found the bins in room still dirty and full including a used condom packet, no hairdryer in room, only one bathrobe in the wardrobe and that had clearly been used and was marked and dirty. Housekeeping eventually came and replaced it but it took 3 phone calls but her attitude was clearly very angry when i said theres two of us staying maybe two robes please, never returned with second robe. Evening meal was was the worst ever waited for over 45 minutes after order was taken it was disgusting, ordered large portion the truffle ravioli cold plate with 4 ravioli served congealed and almost cold but but one piece was scalding in centre clearly microwaved when brought to attention of server was told that the ovens had been turned off for an hour due to needs of some special function but she could get it reheated we declined My partners meal of the pork confit arrived "cooled down" with the mash cold 20 minutes after mine, we nibbled a couple mouthfuls as we were starving but baically left both of our meals. Had also ordered a side of parmesan fries, but we had to ask for them twice and they eventually arrived as we were finishing our after meal liqueur coffees but they rock hard and "cool" with a few sprinles of melted cheese. Pointed out they were also cold, a very grudgingly "sorry Ill have a word with the kitchen". No offer of a different choice or deduction from bill. The servers were clearly under immense pressure and obviously very stressed and one was almost in tears racing around as customers constantly wanted to know where their food or drink was or complaining about food just been served, as though there was a massive staff shortage. There was a "Prom" function going on and the music was deafening in the dining room which was full of couples just wanting a pleasant evening meal not counting the "prom" teenagers running in and out through the bar / dining area all the time. Later that evening being still hungry went to order room service only o finf out the room service app from the QR code did not work so ordered on phone via reception but the order never arrived. The buffet breakfast was however outstanding and the staff were helpfull and happy. On checkout at midday it took over thirty minutes due to the queue of people booking in but I felt it necessary to speak to front desk rather than just dropping off my door key so i could check my bill especially after the previous nights poor meal and failure of room service, they did point out the parmisan fries had been removed as though that was very generous, I mentioned about the rest of the poor meal but realising I was getting nowhere with the conversation and there was a complaining queue behind me I asked to speak to either general manager Mark or the day duty manager or the FB manager over my issues but was told no one was available but if i liked to wait they would see if they could find someone, as I was already running late I declined to hang around. The services levels across the board on thursday night clearly dropped from the very high standard I have previously had and come to expect from this hotel which really spoilt the stay for my guest whose comment that really stuck in my head was "we might as well have stayed in a travel lodge probably have got better service" I an still waiting my full invoice to be emailed to me. Regretably overall, it was a very disappointing and generally poor stay from what for years has always been my go to place when I have guests visiting and I'm now quite nervous about some of my other planned bookings...

Have stayed many times at the Portsmouth Marriott and always found the staff very friendly, the rooms in excellent condition and the food outstanding ! However this time it was like a different hotel. I had booked the large suite on the 7th floor, on arrival found the bins in room still dirty and full including a used condom packet, no hairdryer in room, only one bathrobe in the wardrobe and that had clearly been used and was marked and dirty. Housekeeping eventually came and replaced it but it took 3 phone calls but her attitude was clearly very angry when i said theres two of us staying maybe two robes please, never returned with second robe. Evening meal was was the worst ever waited for over 45 minutes after order was taken it was disgusting, ordered large portion the truffle ravioli cold plate with 4 ravioli served congealed and almost cold but but one piece was scalding in centre clearly microwaved when brought to attention of server was told that the ovens had been turned off for an hour due to needs of some special function but she could get it reheated we declined My partners meal of the pork confit arrived "cooled down" with the mash cold 20 minutes after mine, we nibbled a couple mouthfuls as we were starving but baically left both of our meals. Had also ordered a side of parmesan fries, but we had to ask for them twice and they eventually arrived as we were finishing our after meal liqueur coffees but they rock hard and "cool" with a few sprinles of melted cheese. Pointed out they were also cold, a very grudgingly "sorry Ill have a word with the kitchen". No offer of a different choice or deduction from bill. The servers were clearly under immense pressure and obviously very stressed and one was almost in tears racing around as customers constantly wanted to know where their food or drink was or complaining about food just been served, as though there was a massive staff shortage. There was a "Prom" function going on and the music was deafening in the dining room which was full of couples just wanting a pleasant evening meal not counting the "prom" teenagers running in and out through the bar / dining area all the time. Later that evening being still hungry went to order room service only o finf out the room service app from the QR code did not work so ordered on phone via reception but the order never arrived. The buffet breakfast was however outstanding and the staff were helpfull and happy. On checkoutat midday it took over thirty minutes due to the queue of people booking in but I felt it necessary to speak to front desk rather than just dropping off my door key so i could check my bill especially after the previous nights poor meal and failure of room service, they did point out the parmisan fries had been removed as though that was very generous, I mentioned about the rest of the poor meal but realising I was getting nowhere with the conversation and there was a complaining queue behind me I asked to speak to either general manager Mark or the day duty manager or the FB manager over my issues but was told no one was available but if i liked to wait they would see if they could find someone, as I was already running late I declined to hang around. The services levels across the board on thursday night clearly dropped from the very high standard I have previously had and come to expect from this hotel which really spoilt the stay for my guest whose comment that really stuck in my head was "we might as well have stayed in a travel lodge probably have got better service" I an still waiting my full invoice to be emailed to me. Regretably overall, it was a very disappointing and generally poor stay from what for years has always been my go to place when I have guests visiting and I'm now quite nervous about some of my other planned bookings...

During the last 10 days since we have been here, our experience has been amazingly comforting with a personalised ‘homey’ touch laced with a stylish elegance that’s’ classy and exquisite. The friendly reception staff whom we got to know by name were very professional and helpful and responsive to all of our accommodative need special thanks you to Alice, Sofie, & castilo.The catering and waiting staff were and are extremely gracious, attentive and personable. Shibin, Aga, Nina & Peter were and are exceptional in what they do.We also observed how caring and knowledgeable they are in their mentorship skills to the younger staff like Chloe who is remarkable with kids, very bubbly; she energies the environment her authentic customer service skillsets. The true test of any staff is when they are under pressure and your team works cohesively to be consistent in quality customer service when its very busy. Our overall rating for professional and personable customer service would be 4.6 out of 5.The experience at this Marriott Hotel has certainly impacted us in a positive way “a home away for home” where we were able to regroup, redefine our family goals, experience love through your exceptional customer service and thoughtfulness in responding to our everchanging needs.Our rooms were well kept, with adequate supplies of toiletries, towels, coffee and teas.Our seven-year-old, who is very active and adventurous, surprised us on several occasions when he testified “grandpa please, can you bring up breakfast for up me the bed is so nice and the pillows are so soft, I want more of it,” Sofia stood out because of thoroughness, and attentiveness to details in care and maintenance of our rooms. Our rooms were always neatly cleaned and organized by the staff; our rating for cleanliness would be 4.8 out of 5.During one of our daily family meetings, we noticed the staff’s incredible professionalism and customer services skills are a reflection from the Manager Robert, who is not too senior to perform any task at the hotel; one day he was out in his suit in the garden working, another day he was removing the rugs in the front lobby area and is never too busy to laugh and connect with our kids saying hello and making them smile. He is always pleasant and his interaction with the staff so genuinely authentic; he certainly leads by example and is very personable. As business establishment, you have truly fulfilled your goals to Embrace modern comfort for family...