Delta Hotels Indianapolis Airport — Hotel in Indianapolis

Kelley G- Manager worked with me the next day to correct things. Biohazard, toilet not working, rude front desk clerk, loud, room booked not available. Booked way in advance for a specific handicapped bathtub room, from having three surgeries on back and shoulder. Once I was here I found out they had extended stay of someone in the room. I can understand if Cory had tried to accommodate for my extra needs and had been courteous but was frustrating after a long day of travel and pain. Cory (desk clerk) was not helpful and was rude. Which made my stress higher. Cory, suggested as one of my “options” right at the beginning he could cancel, not charge me a fee and I could go somewhere else. (As if that’s my fault).

The Director of engineering, Jim, was trying to help me get another room right from the beginning. Cory, was super rude to Jim. Very unprofessional in front of a customer. Asst. Manager Jatin helped also at that point, he had been on the phone. He and Jim walked me to another room and I told them the bars for that tub would be fine. I was thankful they didn’t just tell me to “cancel” as a first option. I asked Cory what would I do at that point of cancellation and he said “stay somewhere else?” Thankfully, the others had good customer service and empathy.

Jatin also allowed me to have a late checkout at 2pm since flights are later in the day, after the issues I had checking in.

The floor has a noticeable hole, in the carpet in the living room , but otherwise was clean and accommodating at that point. Loud traffic.I was exhausted, stressed and in pain. Went to the bathroom and then went to bed. I got up at about 9:30pm and realized the flush had not gone down. The paper and feces was still there. I had to use the bathroom again, then called the front desk. The engineer Keith came. He said it was because of too much toilet paper (which again had not even gone down and wasn’t too much). He splashed a significant amount of feces water onto his shoe and the floor and the seat. Keith seemed agitated that I asked if he or I could clean the floor as he left. I shouldn’t have to ask, he was just going to leave it on the floor and seat. He came back, after I asked, he never cleaned the seat and left feces on the bowl from sitting. He did a quick spray job and left the seat and other places he walked filthy with bohazard. Hopefully he cleaned his shoe and didn’t walk all over the hotel with it. He didn’t clean his shoe before leaving my room.

Not comfortable using the bathroom all night I called in am. It still wasn’t flushing, I had to throw paper in the trash. Jenny came down (eng) and did a great job clearing with auger and cleaning, very kind. She said it was way down in the system after trying to clear it normally. Cory at the front desk continued to be rude and told me as I explained what I had gone through and updated him in a second call that the are needed to be used…that he had to end the call because I was saying feces and it made him nauseous. I asked him how do you think I felt all night? Apparently he is rude AND can’t handle calls and reasons why something happened to a customer with empathy. I made recordings of some of these things.

I had to give low service stars because of Cory and Keith but Jacob, Jatin, Jim and Jenny helped so much and I’d give them 5 stars. I was exhausted and hurting from healing still from three surgeries in five months and flying home later today, with my granddaughter after a 24 hour turn around.

If it hadn’t been for Cory and Keith I would have given a higher review because the others tried to fix the issues. I never had these problems the other times I stayed and genuinely liked the hotel, food and staff the other times. The issues were significant and made my trip harder. Manager Jacob gave some points and recouped some cost, and apologized. More than that he and Jim are talking to Cory and Keith to help this not happen to others. I appreciate that very much. The shuttle drivers both ways...

This review is not just for the specific Delta Hotel located by Indianapolis Airport, this review is also for Marriot Corporate’s ability to correct an issue.

On May 14th, 2022 I booked this Delta location on the Marriot Bonvoy App. I booked this hotel about 3pm. I drove roughly 2 hours that evening to check in around 8:30pm. I had booked this hotel using points to incur no cost. Once my family and I arrived I went to check in at front desk. As soon as I gave the gentlemen my name....

WITHOUT LOOKING AT THE COMPUTER HE ASKS "WHEN DID YOU BOOK YOUR ROOM YESTERDAY OR TODAY". I REPLIED TODAY ON THE APP. HE THEN STATES WITHOUT LOOKING AT THE COMPUTER YOUR RESERVATION IS NO GOOD.

He follows up his comment by saying he can do nothing to help and asked me to leave the counter. After I told him I had a confirmation number, he continues to tell me that everyone booking today has paid $1000 dollars and that my booking on the Marriot Bonvoy would not be valid. I then walked away and came back, asking him for his name and phone number, which he refused to share. Telling me that I would need to find alternative accommodations. He offered no help, which Marriot would typically do. I asked him to put in writing that he was not honoring my confirmation number, he also declined to do this.

As I sat there in the lobby with my daughter 7 and mother 72 i needed to quickly finding some lodging and food. Most hotels were booked in this area. I opened my Hilton Application and selected the closet hotel which happened to be downtown the Hilton - Conard. That night I called Marriot and shared the experience with them. The lady on the phone (Sarah) was extremely understanding and put in a complaint for me and gave me a confirmation number #351205903. She was shocked that the hotel made no effort to help find other accommodations. I told her all I am asking for is the be reimbursed for the $469.00 that the I was being charged at the Conrad. (This did not include the parking of 50.00 that was required staying downtown)

Fast forward a week and a half later... no resolution. I have had two follow up calls one with Chris on May 20th and then again today May 25th with Janette and Antonio. They were offering 25K points, which is nowhere close to the $469.00 spent on the night (which was supposed to be free using Marriot points). Needless to say I have been promised a call back by the hotel for the 3rd time. Keep in mind I have received no calls or emails to date, only the three times that I called.

This 1 Star represents the Delta experience, however it is MORE important to note that is represents the Marriot the hotel brand - Marriot Bonvoy has also failed to...

AVOID THIS HOTEL AT ALL COSTS

My stay at the Delta Hotel-Indy Airport (5860 Fortune Circle) was the worst Marriott/Bonvoy stay I have experienced.

I checked-in around midnight, exhausted from a long day of travel. The room I was given faced the highway (noisy), and the A/C did not work. I was so tired that I figured I could sleep with my white noise app on my phone and just pull a sheet over me.

After tossing-and-turning for hours, I went back to the front desk and asked if I could be moved to another room for the remainder of the one-night stay - to a room that did not face the highway. The front desk employee told me that there was only one other vacant room but warned me that it, too, had road noise. I told her that maybe the second room's A/C would be working, so that would at least be a partial upgrade.

Well, just as she warned, room #2 was also noisy. I tried to sleep and largely failed. On the plus side, the A/C worked.

Prior to check-out time, I got in the shower and was stunned to learn that there was no hot water. (This is the point that the stay was truly becoming a JOKE.) I called the front desk, and a very kind maintenance man was dispatched to my room in short order. He apologized for the problem, and he explained that it would take him 1 - 2 hours to fix the problem. I told him that I did not wish to wait that long for hot shower. Instead, I would deal with the cold shower and get out of the room as quickly as possible so that he could fix the problem and the next guest wouldn't suffer.

After my cold shower and heading to the front desk, I told the front desk employee that - after two noisy rooms, no A/C, and no hot water - I thought the room should be comp'd. Wow - you should have seen the attitude she pulled with me. I won't go into details, but suffice to say this particular employee should not be working in any type of customer service position. She was the most unprofessional employee I have ever encountered at any Marriott/Bonvoy property. After questioning my honesty, she told me that I would have to talk to the manager...adding that he wasn't onsite.

I asked that the GM please call me when he returned to the hotel.

Her farewell to me as I was walking out the front door: "I'll be sure he calls you, Mr. Platinum" (referring to my Bonvoy Elite level).

I never received an email or call from the...