Courtyard by Marriott Raleigh Cary — Hotel in Cary

Dear Marriott Customer Care Team,

I am writing to formally express my profound disappointment regarding the substandard level of service I recently experienced during my stay at the Courtyard by Marriott in Cary, North Carolina, on December 18, 2024. As a Marriott Gold Rewards Member, I have always associated your brand with a superior standard of hospitality, efficiency, and integrity. Unfortunately, my recent experience fell far below those expectations, leaving me frustrated and dissatisfied.

Upon reviewing my American Express credit card statement, I noticed an unexplained additional charge of over $40. Seeking clarification, I contacted the property directly and spoke with a staff member named Bree. What transpired next was a distressing and entirely avoidable sequence of events. Bree placed me on hold for over ten minutes, only for me to ultimately hang up due to the excessive wait time. When I called back, she answered without greeting me, immediately placed me on hold without explanation, and failed to address my concerns in a professional or courteous manner.

When I finally reached her again, Bree responded brusquely and stated she was the only person available, offering no alternative solutions such as taking my number for a callback. This lack of empathy and initiative is disheartening, especially considering Marriott’s reputation for exceptional service.

My subsequent call today, when I spoke with another representative named Salem, further exacerbated my frustration. When I requested to speak with a manager, Salem informed me there was no manager available that day. However, after further discussion, she contradicted herself, stating a manager would arrive in an hour and providing an email address for contact. This blatant inconsistency felt dismissive and deceptive, creating an impression of deliberate obfuscation rather than genuine assistance.

Moreover, Salem”s inability to provide specific details about the charges—including the times or phone numbers associated with them—left me with no viable means of resolving the issue on my own. As I checked in late at night and departed early in the morning, it is inconceivable that such charges would be legitimately attributed to my stay.

This ordeal has been deeply disappointing and reflects poorly on the Courtyard by Marriott brand. The lack of professionalism, transparency, and accountability from your staff not only tarnishes your reputation but also undermines the trust I have placed in Marriott as a loyal customer.

In light of this experience, I intend to report the charges to American Express as unauthorized and will seek their assistance in disputing them. Additionally, I strongly urge Marriott to take immediate corrective action by: Investigating this incident and providing me with a detailed explanation of the charges in question. Offering a formal apology and assurance that steps will be taken to prevent similar occurrences in the future. Implementing improved training for staff to ensure they are equipped to handle customer concerns with professionalism and integrity.

I hope that this letter underscores the severity of my dissatisfaction and prompts swift and meaningful action. Please respond promptly to address this matter.

Sincerely, Rashad Hall Marriott Gold...

I have just stayed two weeks at Courtyard by Marriott in Cary and I have never experienced anything like this. I will not go into serving burgers that were reheated in the microwave and other fascinating service decisions, but only focus on how they dealt with my payment. First they charge the wrong bank card, even when I explicitly asked during check-in for everything to be charged on the one I swiped at check-in. Fair enough, I can live with this. However, as I didn't have enough money on this account (why I asked to not use that card), this meant that after withdrawing 800$ they could no longer charge the card. They then just locked my door, without contacting me on my phone or email. When I came to the desk they explained the situation. I again gave them the card they should have used to begin with and again asked them to put everything on this card. They then for some reason, none of them can explain why, withdraw 2000$ from that card. After that they charged the full actual cost and they added 500$ as incidental payment. (This incidental amount is ridiculous btw.) In the end this meant that they had emptied my bank account (via the wrong card) and also maxed out my credit card. The latter also means I get to pay a penalty fee. Over 4000$ were locked from my accounts while the actual bill was 1900$. I had no money at all available for my 20 hour trip back home. Depending on who I talked to their responses were everything from "I only worked in the hotel business for a year so I don't know how things work" or "Well, the extra charges will be released and within two weeks the money should come back to you". Never any offer of any type of compensation or any actual apologize.

All this said, the quality of the rooms are decent. The cleaning staff were super friendly. But most of the rest of the staff should really not be working in the service industry. And whatever you do, don't eat anything at the hotel...

We checked in on a Friday night, when we checked in the front desk told us that room service was not offered during our stay.

We got to our room and noticed that the garbage cans had no bags in them. While we were only staying for 2 nights for a wedding, it would've been nice that there were garbage bags in them or even extra. It was very inconvenient that the garbage was outside of the bathroom, when you're a woman you would like a garbage in the bathroom for feminine hygiene.

Also, our mini fridge had freezer burn in the freezer, we tried to keep stuff frozen, but it ended up being mushy the next day, this was pizza rolls and our ice cream was melted.

While we were told there was no room service/ maid service, it would've been nice for extra towels to be in the room already, since you ask how many people are staying in our room.

Usually there are extra blankets in the closet we had nothing! we had to ask for extra blankets at the front desk.

Our bathtub in the room didn't drain while taking a shower, we tried everything to see what was happening to it.

My final complaint is that we were given a breakfast on Saturday & Sunday, one of our guests called asking if there will be pancakes offered prior to her stay and was told yes.

Well, when it came to breakfast the only items served on Saturday were: In chaffing dishes: Scrambled Eggs, Sausage Patties, Breakfast Potatoes. Yogurt on ice Variety of Pastries individually wrapped Individual Cereals (not a very distinct variety) Fruit

On Sunday (THE DAY EVERYONE IS LEAVING) Breakfast included: In Chaffing dishes: Scrambled Eggs, Sausage Links, Bacon Strips, Breakfast Potatoes **And everything that was offered on Saturday, nothing was replenished. *

Then you only served Coffee in the breakfast and in the rooms, you should...