Courtyard by Marriott Miami Coral Gables — Hotel in Coral Gables

I try to give every review an average, but sometimes the bad far outweighs the good.

I arrived last night for check-in and the man that checked me in was very friendly and appeared to be new, absolutely no problem but being new will be a factor.

The room, elevator, and hallways were perfectly nice. Very clean and quiet, no complains.

Those start at around 4am when I'm awakened by a single hotel phone ring. I didn't hear anything else so I thought I imagined it. Well then the phone rang once about 10 minutes later. Also, my TV turned on with the 'Bon Voyage' goodbye on it. I call down to the desk and ask them what is going on and they say that my Marriott friends/family discount form has an issue. Example of my name is Samantha, what my ID says. My reservation was made under Sam. My discount form says Sammy. He says that they'll need it updated or I'll have to pay full price. I tell him I'll get a new form to him in the morning, he says no problem and apologized for the inconvenience. Unfortunately my TV turned on again about 5 minutes later, so at this point I'm up. Took me about 2 hrs to go back to sleep.

My family member sends me an updated form with Samantha and I go downstairs to check out. No one is at the counter for about 2 minutes but then Jorge comes around the counter. I tell him I need to send him an updated form, what's a good email. He explains to me the issue is the names don't match, I let him know I understand and just need to know where to send the form. 2 minutes later he has the form but it's apparently the wrong name. He explains to me which forms say which and how they all need to match in order for him to accept it, rudely and with condescension. He also tells me I can't just Photoshop the name, it has to be done on the official site. I get offended because I didn't Photoshop anything. I'm getting even more frustrated at this point and tell him I've stayed in 6 hotels in 9 days, all Marriott, not a single one had an issue. One told me that in the future all names need to match, but he would accept it this time. Jorge explains that he doesn't know what they were doing but that's wrong. I'm trying to get a resolution and he just shrugs. I can't go back and change the reservation when my stay is over! So I ask him 'what name needs to be listed so you will accept it?'. He tried to explain everything again, I interrupt and ask again, he says 'Sam.' I tell him I will have my relative send me a new form.

My relative, sister, is incredibly upset on my behalf. With the 4am phone calls and the atrocious 'customer service'. She recommends I talk to the manager, but my day is already starting late because of this, so I just want to go. She sends me 3 new forms, 1 with each name, and I send them off.

He automatically prints each form and crumples the ones he doesn't need, then tells me 'yep, this one is good'. I say great and walk away. He sends a halfhearted 'thank you' when my back is turned but I just leave.

I work in customer service every day, I hear the 'they let me do it last time' speech all the time. There is absolutely no reason to treat to a customer the way I was treated.

Guarantee I will not be returning.

Update-ish: just checked in to another hotel the next day with the original form, used with no problems. Asked the attendant about the name thing and she said 'Sam and Sammy are nicknames of Samantha, so as long as the DL says Samantha, it's fine.' she was also appalled at how I was treated. So in the 9 days I was traveling 1 of the 7 hotels...

My husband and I booked a room for our grandparents who were coming from Colorado for the weekend to visit me after surgery. We booked the room on the Marriott website a week in advance. When we arrived Saturday evening, May 1st, my husband was notified that the room was booked and no room was available for them to stay. They would have to get shuttled down south to Dadeland, 30 minutes away. My husband informed the staff member that we chose this Marriott for proximity, about 5 minutes from our home and so that we could easily pick up our grandparents with ease since I can’t be in a car for too long of a distance due to my leg brace and crutches. When my husband checked online, he saw there were vacancies at other local hotels. The staff member contacted the manager and after initially turning away our grandparents, they then somehow found a room that could be used. The staff advised that they could not explain to us what happened but ensured us that we would get a call the next morning from the manager with an explanation. Sunday May 2nd came and went, no call. Tuesday afternoon I placed a call and reached the staff member that had serviced us before. I notified him that we still had not gotten a call from the manager to explain what happened. We had also been told that one night would be refunded, but this never happened. He apologized and placed me on hold for 20 minutes trying to reach the manager, Harvey. Harvey never answered the staff member’s calls. The staff member took my and my husband’s cells and told me we would get a call the next morning. He then transferred me to the direct line for Harvey. I left him a detailed message to please call me back to discuss what happened on Saturday night, as well as the fact that there were dirty towels in the room and a non-working shower drain that they had to manually open to drain the shower. The staff member was not aware of this and unfortunately, I did not find out until our grandparents were checked out and we were driving them to the airport. This is a fall risk and a liability. We are still waiting on the call back from the manager and it is now May 6th. I do not understand how a hotel that is in the hospitality business could treat their customers so poorly. To turn away my husband’s 80 year old grandparents from a room that was booked on their direct site a week ago. The staff member told my husband that they knew Saturday morning that they could not accommodate us, but never bothered to call. We will never use Marriot again and will ensure that our family and friends avoid them as well. Please, if you or your friends/family come to Coral Gables, avoid this place. Go to the Mayfair or the Biltmore. You will very likely get a clean room, friendly staff, and will avoid the hassle and frustration of poor management.

I emailed you Aida on Tuesday. I'm still awaiting your response. Thank you.

As of 2/14/22, I never got a call back from management on this. Avoid this establishment at all...

Well...where do I start?? We pulling up in the parking lot and the outside looked very old and run down. At the moment I knew this was going to be an unpleasant experience. As we walked in the front door we had a change of hart because everything appeared to be nice and up to date. Before we checked in they explain that parking was going to be $10 PER DAY. Ridiculous! And there wasn't even breakfast the show that they appreciate our stay as other hotel provided. So we got our room key and went upstair the level we were on was okay. Room was okay and bathroom was extremely small. As my other guest arrive for the wedding party, they immediately started telling me how their room had a funny smell and that they floor was under constructions. From a customer service point of the view they should have mention that to the guest before taking their payment and offer something to them for their stay like a night for free or free breakfast for their whole stay or they didn't have to pay for parking or something. But they didn't offer NOTHING!! To top it off the room that we was staying in our AC unit broke in the middle of our stay they move up to another room. But wait thats not all they had someone trying to get into our new room so they must have gave the room to someone else which is an inconvenient for those other guest for having to go back downstairs. When it was time for check out we ask them what can they do for us having to move to a different room due to the broken AC unit. ONLY they they did was apologize. We had to ask for a free night or something. A manager came out and took one night off our bill. If they really appreciate their guest that would have already been taken care of it. To top it off my guest that was in the wedding party was double charge for room they didn't stay in or an extra night and until this day they are still fighting trying to get their money back. Never stay and...