Courtyard by Marriott Brunswick — Hotel in Brunswick

Overall I had a pleasant stay at the hotel. The staff in the café/bar area was great. The morning crew was always happy and the evening crew was very helpful and always smiling. The Operations Manager (I think that is her title) at the front desk was also pleasant and professional. Now for the issue that I had: I was originally in room 333 until Tuesday night. It was about 11:30pm when I realized that there was a leak in the ceiling. I initially thought it was just the rain hitting the window however I realized that it was a leak inside the room. I called the front desk to advise of the issue and the female who answered gave me the impression that I was bothering her. I told her that I wanted het to know of the situation so that she or maintenance can take a look to determine if it needed immediate attention. I quickly realized that she was not very concerned as she said "Management will take a look in the morning". She was about to hang up when I told her that I could not sleep in the room with the dripping sound hitting the towels that I put down. I then had to ask her if there was another room that I may move into. She rudely stated that the only room she had was on the first floor. I told her that I did not care where it was but that I needed to get some sleep as I had an early morning. She was very short with me and hung up.

I gathered my belongings and bags, when approximately 20 minutes later I got a call from the employee asking if I was coming down. I do not recall verbatim what her words were but I believe it was something like "So, are you coming down or what"? She did not address me by name or even identify herself, she only asked the question. At this time, I was annoyed and only said "Yes, in a few minutes". With all of my bags and belongings in hand, I approached the front desk and attempted to identify myself however before I could, she handed me a key and tells me the room number and that it is to the left. I then asked her for another key as she only provided me with one. She very rudely, and what seemed to be reluctantly coded another keycard and with a quick motion handed it me. I then asked for her name and without picking her head up she stated her name, almost sarcastically.

Aside from this employee I had a pleasant stay here however I expected much more and do not appreciate this employee acting like I was bothering her when it was a hotel issue at midnight. Management was notified and so was Marriott...

My wife and I stayed at the Marriott Courtyard (Brunswick) on 3/30/16, room 107. Pluses: enjoyed the spa. Hotel was clean.

Minuses: Road noise I want to let you know that I was very unhappy and upset (and tired!) when I found that the hotel music playing in the hallway outside our door was still playing at 2:30AM. Earlier in the day, at around 5:00PM, when I heard it playing (what I considered) loudly, I went to the front desk and asked if it would be turned down at night. One of the women there, (Monique?), seemed surprised by my question, (even somewhat put off?), but then said it would be lowered.

At 2:30AM, when it was still playing, I came out to complain. The woman at the desk didn’t apologize or anything, but went behind the wall to attempt to turn it down. I said it would be preferable if it was off completely. As she was working on this — it seemed to be something that was difficult to do as it took some time — another employee, a man with a trainee badge, came by and asked how I was doing. I replied not well, and that I was not happy to have to have music blaring in the hallway and having to come out at two in the morning to request it being turned off. I said I could understand if it was desired by Marriott to be playing in the lobby, but outside the rooms was not acceptable. He didn’t say anything but went to check on how the woman was doing. He came back and said, “You do know, sir, that it will be turned on again in the morning.” I asked what time? He shrugged and said “I don’t know. But at 6:30 or 7:00, when people get up for work, it will be turned on.” I said, “Fine, but to have it on in the middle of the night is ridiculous.” He said, “Well, we have it on every night.” “All night long?”, I asked. “Yes,” he said, "all the time and no one has ever complained except you, but for you, sir, we will turn it down.” He continued, in what I felt was continually more and more patronizing, “It’s what we call ‘Feel good’ music. It’s to make people feel good.” I was shocked that he would even say such a thing to a customer who had been awakened in the middle of the night, had to come out to complain, and was obviously upset. The woman finally got the music to turn off. I said, Thank you and left. No one ever apologized.

I am surprised that Marriott would not have ever noticed that this could be a problem for their customers, and as well, that the staff would not be more empathetic, to...

I will 1st of all start with saying that the room was very nice... I never made it to breakfast because I did not get up early enough... My problem was on the day I was leaving... It was 10:50 Check out was at 11.. I called down and asked if I could get a little later check out.. I only needed like 10 15 minutes to pack up my stuff.. I had to find a new hotel room to stay in because the price of the room To stay longer cause I wasn't planning on it had gone up... About 45 bucks A-day... So I was looking for room that was very nice but not quite as expensive.... For $65 less A-day I could go to the La Quinta across the street.. all most the same amenities exactly the same room..if not bigger... So I pulled down expecting to get a different answer than I got.. Mind you I stay in probably 80 to a 100 hotel rooms a year... I called down and I said ma'am is there any way I can get a later check out... The lady on the other end said no we don't do those things... Then when I didn't say anything back she does ma'am ma'am.. I couldn't speak cause I was in shock... The average response you get from any hotel is Sorry for your inconveniences but at this point in time we do not have any availability for that... Or how late would you like to stay the latest we can do is 1130... Sometimes they'll give you until 12 or 1230.. But nope not that we don't do those kind of things... Like I was asking her something that... Was beneath her or something... Then come to find out I was told that was a manager... So I had a complaint... How do you complain on the person to the person... All the other stuff I can encounter that day.. For very pleasant and nice... I had considered before that had happened to just extend my reservation but move to the garden side which was cheaper... I chose to leave the hotel...