Marriott Birmingham — Hotel in Birmingham

I was very disappointed in my hotel stay. The room was not thoroughly cleaned. I saw areas of excessive dust and dirt buildup. The bathroom had water on the floor. I requested more towels and never received them. The hallways were very dark with little light. It smelled like mildew. I later had an issue that evening with my door not locking properly and the front desk told me all they could do was call maintenance and see when they would show up. No further explanation given. I had somewhere to be and couldn’t wait around for anyone.

When I initially checked in a staff member helped me with my bags. He was very polite, personable, cooperative, provided customer service, and gave me the direction I needed. Instead of me having to drive up to the entrance he walked the few feet with the cart and efficiently loaded my luggage.

The day I checked out I called the front desk to please send someone to help me with my bags. I called 30 minutes prior to checkout. I was put on hold and then disconnected. I called again and was told that the staff member that handles bags would not be available until 2pm. I said that is my checkout time. I asked if it was possible for me to check out via the app or coming down stairs and then have them send someone to help with my bags. The staff member said they would just come help me right then. When the staff member arrived I had my bags near my room door ready to go. Once we reached the first floor the staff member told me that she would just meet me at the front desk. Before I could ask for directions she was gone. When I checked out at the front desk she was there and proceeded to walk out with me and the cart holding my bags. Just as we got out the door I told her that my car was parked just a few feet away. It won’t take me even 3 minutes to just pull it around. She said well why didn’t you say something before. I said I will only be a minute and that I’d be right back. So I went to get my car and pull it up to the entrance. When I pulled up she and my bags were gone. I then parked my car and went back inside. My bags had been left on the cart and there was no staff member to watch them. I looked at the front desk and saw 4 staff members and no other customers at the desk. I know that the staff members saw me. I made eye contact. I then wheeled the cart out on my own and loaded my bags in my vehicle. I then put the cart back at the front entrance. All while staff members were just standing at the desk seeing me do all this. No help was offered. Not the level of customer...

I am a Marriott Gold Elite Member (over 25 nights in a year). My last stay at this Marriott --- when I returned to my room at 1:00 AM --- my entire bedding was gone -- stripped down to the mattress. I went to the front desk and after waiting for 20 minutes --- was brought out a pile of sheets and blankets --- and handed to me. No offer to have someone come make up the bed --- just "here you go". Had to go back and make my bed and an hour after getting to my room I was able to get in bed (without a mattress pad) at 2:00 AM -- and so worked up didn't fall asleep until 3:00. Up at 7:00 for meetings. I discussed with the front desk the next morning and was told "we will definitely make this right". I asked for Marriott Points. The next day I was told I would get 10,000 points --- which doesn't even get me a free night in the worst of Marriott hotels. I told them I expect 30,000 points to make for a free night in a decent Marriott hotel. They told me they would make it happen. Two months later --- nothing happened. I follow up again with them --- and I am now told --- "Your request has been denied ---- what happened does not constitute a free nights stay". Seriously. Worst customer service I have ever seen at a hotel. I have cancelled my upcoming reservations at this Marriott and will stay at other hotels on my many trips to Birmingham going forward.

Response to Owners Response:

False. This is just words and hot air. Marriott has done NOTHING to make this right. In fact, they have gone out of their way to make it worse. All they have done is give me the run around over 30,000 pts vs. 10,000 pts.. Dropped it completely until I followed-up -- then denied the experience warrants a full nights stay of points. Apparently your standard of hospitality is to make customers make their own beds. There was nothing "stress free" about this experience. It impacted my business the next day. The first thing you can do with "evaluating" your response is to actually compensate me as was promised. I feel so disrespected --- companies claiming "exceptional hospitality" in marketing and social media --- all the buzz words --- but no action to back it up. Back it up with actions and I will...

This property charges for internet service, and the connection is horrible. Even worse, your phone will likely not work in the building which forces you to use the WiFi...Except, the WiFi is weak and constantly loses connection to your devices.

I stayed at this property for three nights as a guest speaker at a conference that was held there.

Despite the fact that the organization that brought me in already prepaid for WiFi, AND I am a Marriott Bonvoy member (Wifi is supposed to be free for loyalty members), my credit card was charged for two nights of WiFi use.

It's important to note that the WiFi is horrible at his property, and you need the internet to use your mobile device because cell phone service in the building is spotty.

I contacted the front desk twice (once during my stay and the day I checked out) to ensure my card would not be charged for Wifi. They assured me it wouldn't; however, that was not true.

I've been going back and forth with management at the property about receiving a refund for the two Wifi charges for over a week now. At no point did they offer points for the inconvenience.

Today I told them I needed to be compensated by way of points for the inconvenience, and I was provided 1,500 points.

I browsed Marriott's online boutique to see if I could order a candle with my points. Not at all. A wash cloth is 1,600 points, so this back and forth has led up to me being 100 points shy of getting a wash cloth. Comical.

Management at this property is in desperate need of training, and the WiFi paywall needs to be removed altogether. Who is charging for internet in 2025? Pathetic.

The internet connection is very poor and not worth the money I've been forced to spend. Yes, I'm still waiting on that refund which should arrive in 5-10 business days, according to management.

This is not a property you want to stay at if you need to conduct business by way of internet and phone.

I must share that the rooms are quite nice and clean. Housekeeping is doing a great job, but management needs training––especially as it relates to customer service...