Indianapolis Marriott Downtown — Hotel in Indianapolis

This could have been a great experience and it should have been a great experience because this is the Marriott.

I checked in on Tuesday afternoon (9/17) without issues and noticed my room phone blinking when I woke up Wednesday morning. I called the front desk for the message and they informed me they were charging me a $300 "smoke fee" because of some sensor in the room sending a message I had either smoked or vaped in the room. I explained I neither smoke nor vape and had done nothing in the room to create any kind of smoke or to cause any kind of sensor to be triggered. They told me they would let "the company" know so they could investigate further.

I heard nothing back, so on Thursday I went to the front desk and spoke to the manager on duty about this ridiculous charge being held over my head and he told me there was nothing he could do about it and that I had to wait for some third-party company to do an investigation and review the data from the sensor.

So what could have been a great experience here at the Marriott has been marred by this stupid false charge hanging over my head for 3 days now. I received my folio via email last night because I am checking out today and it shows a $350 smoke fee added to my bill, and I still have a $300 pending charge on my credit card for this false charge.

So now I have spent most of my morning trying to deal with this by calling Marriott customer service and having to call my bank to dispute this ridiculous charge that a human being could not resolve in person at the desk of a hotel that should have some of the highest customer service standards in the industry.

I am so disappointed in Marriott and the people at this hotel who cannot address an issue directly and who take no responsibility in trying to resolve this issue with a customer. This is not acceptable. When you use words like "there is nothing we can do to change this" and, "it is virtually impossible to reverse this charge once it hits", you have a serious fracture in your customer service process, especially when your brand sits at the higher end of the service industry and your reputation for quality service should be at the forefront of any experience a customer has with you.

You failed on this one Marriott and have marred what should have been a very pleasant experience for this...

I waited 3.5 weeks to write this review waiting for this hotel to make the situation right but after multiple calls and emails from me, and broken promises from Marriott, I am compelled to share. I was walked out due to being oversold during the GenCon Convention and am struggling to get Marriott to honor the Ultimate Reservation Guarantee. I was booked for two nights. When I arrived, after checking in that morning on the app, I was told that they did not a room for me due to being oversold, and they had secured me to stay at a nearby Hyatt for the first night. It was only 2pm in the afternoon when we arrived and the people ahead of us were walked out as well so I can't imagine how many ended up in the same situation that day. We ended up having to scramble to find something ourselves the second night in a sold out downtown area due to the convention. (Marriott main line said they could only put us near the airport a half hour away as a new reservation for the second night).

It was really frustrating and we missed part of the convention dealing with all this. I was pleased to see Marriott would make up for the terrible experience with the Ultimate Reservation Guarantee. I opened a case and was contacted by the hotel. When I said I wanted to receive compensation due from being walked out promised in the guarantee I was met with silence. Multiple calls, and emails and three weeks later with promise after promise of being contacted broken I'm still trying to get what is due. If you book here, understand that this hotel will work hard to not to make things right or honor the written guarantee. It's crazy how decent communication and few hundred dollars given as promised in the guarantee would have made the whole...

I had an absolutely wonderful stay at the Indianapolis Marriott Downtown! I was cheerfully greeted before I ever made it inside the front door, again once inside, and a third time at the desk. It certainly made me feel very warmly welcomed! The staff at check-in were very courteous and helpful. They explained everything I needed to know about my room, the hotel dining options, and even recommended a nail salon before guiding me towards the elevators to my room. This level of service was above and beyond what I expected or have experienced at other hotels.

My room was immaculate and quiet with a beautiful view of the city. The gym was very clean and well-maintained throughout my stay. The food and drinks at Conner's and Rye Bar were fantastic. I was very impressed by the bartenders and wait staff who made my dining experiences wonderful. The convenience of having both Loaf & Vine and Starbucks in the building was unbeatable, especially to help me get to my early morning meetings.

Wifi is free for Marriott Rewards Members (A FREE MEMBERSHIP!). It was easy to connect to and worked well while using multiple devices at once. I really liked that I had the option for my room key to be on my phone through the app!

The building is connected to the downtown skywalk system where you can get to the convention center, mall, and other nearby buildings without going outside. It is conveniently located near many local attractions including the Indians baseball field, Pacers basketball arena, Lucas Oil football stadium, and countless restaurants and bars.

Overall, I could not have asked for a better stay and I am so very glad I chose to stay at the Indianapolis...