Kansas City Airport Marriott — Hotel in Kansas City

While our experience had its positive moments, there are a few points that merit attention to help improve the overall guest experience.

To begin with, let’s talk about first impressions. As the saying goes, “you never get a second chance to make a first impression.” Upon arrival, we were met by a front desk employee who, unfortunately, seemed to have missed that memo. Her greeting could be best described as "functional" and at worst "prison intake procedure chic." The first and only words we heard were “Last Name?”—no smile, no warmth, and barely any eye contact. It’s not that we’re looking for a red carpet rollout, but even a budget motel manages a cheerful “Welcome!” It’s possible she was having a rough day—we all do—and perhaps there were personal issues at play. If that’s the case, we’d hope she’s getting the support she needs. For context, the rest of the front desk staff was friendly and helpful, so this appears to be an isolated incident.

Now, let’s discuss the parking situation. Charging $15 per night to park in what is essentially an unguarded, open-air lot on the street feels a bit excessive. No gates, no security, and certainly no added value that justifies the fee. It’s hard not to question the reasoning behind it.

The next point is the Wi-Fi charge—$10 per day for internet access. Really? It’s 2024, not 2004. Wi-Fi is no longer a luxury add-on; it’s a basic necessity, like running water or electricity. Even budget hotels and fast-food restaurants offer free Wi-Fi. For a brand of Marriott’s stature, this move comes off as surprisingly stingy. It’s a small gesture that could make a big difference in customer experience, and one that many of your competitors have already embraced.

On a brighter note, as I said, the other front desk team members were attentive and professional. The housekeeping staff we encountered were equally courteous and helpful, representing your brand’s values at the highest level. It’s clear that the majority of your staff takes pride in their work, and for that, we’re grateful.

The hotel itself met the expected Marriott standards—clean, comfortable, and well-maintained—and that’s certainly appreciated. However, customer service and added fees play a big role in overall guest satisfaction. While the employee’s cold welcome may have been an isolated case, the charges for parking and Wi-Fi seem more like company policy. We hope Marriott reconsiders these practices, as they have a direct impact on guest...

Worst hotel experience I have ever had. First off, our room had no air conditioning at all, which wouldn't be a problem if I liked to have my room at 78 degrees. When I let the staff know our air conditioning wasn't working before 7am the morning after our first night they were very nice and told me they would have someone look at it. At 5 o'clock when we got out of training and went back to our room there was an oscillating fan placed in our room but the room had not changed temperature. I again went down to the desk and told them about the situation. They were very nice and polite, but had no idea there was even an issue with the room at all and asked me to go back up to meet with the person who would take a look. After an hour of waiting on someone to come to our room we decided to let the desk know we were going to eat in the restaurant and they would have to give the maintenance access to the room. By this time is was after 6 and we were very hungry. We decided to eat in the hotel restaurant T Bone Charlies. Being as they were remodeling the restaurant as well, I decided to order their signature dish, the T-Bone Charlie, since that should be their go-to meal. I was very surprised when the "T-Bone Charlie" turned out to be a pork chop. I told our server that I had ordered the T-Bone Charlie and that this seemed to be pork, she replied, "yeah that's it, its a pork chop." Instead of argue about what a T-Bone is I decided just to eat my dry $24 pork chop and not say anything to the server, since she obviously thought she was correct, and most of the time she was no where to be found anyway. After our terrible supper I was hoping to go back to normal temperature room but the employees at the desk informed me that they could do nothing about the air not working. When I asked for another room I was told that they couldn't guarantee that the available rooms wouldn't have the same problem and that the best course of action would be to use the oscillating fan in room and to leave our door open for a few hours before bed. As odd as I thought that was, I decided to go along with it as long as they gave us a discount on our stay. The employee at the desk agreed that would be fair and said she would make sure it was taken care of. The next morning after waking up in a pool of sweat our toilet was having problems with water pressure. The water would spin when it was flushed but was unable to pull even 1 piece of toilet paper down. Once...

Not alot of positive comments about this hotel and my stay in Oct 2021. The hotel is close to the KC Airport but is located in a semi industrial/office park area with no restaurants, stores or anything nearby. Just a Airport sleeper.

During my one night stay I experienced poor customer service and shameful management at this property.

When I returned from a meeting at around 10pm the heat in my room didn't work and the air conditioning was blowing when it was 47 degrees outside. Asked for assistance from the front desk who said they would call engineering who never came. Their solution was to offer extra blankets. Went down to the front desk who said they would call engineering again (if they ever did in the first place). Also asked to speak to the manager on duty and was told to wait in the lobby as she was busy. When she did come back after 15 minutes, the front desk agent didn't identify her sitting there until I asked if she was the manager. They didn't even let her know I was waiting to speak to her while I quietly waited in the lobby in view of the front desk. When I brought this issue to the attention of this manager, Joann, who was in the midst of eating a sandwich  (at the front desk!??), her answer, like the other front desk staff, was that other guests had complained that the hotel was too hot. Apparently the answer is to shut off the heat in the whole property and turn on the a/c. Again, it was 47 degrees outside. Her attitude was basically that she was annoyed I was even bothering her and that the problem was resolved because they offered some blankets. I again asked for an engineer to come who did come after 45 min. He was apologetic, helpful, shut off the a/c and brought a space heater. By this time it was 1am and I had to leave for the airport by 5am for a 7am flight. When I woke up, the space heater was off and all the lights in the room didn't work because the heater blew a fuse. Called front desk again who said they would call engineering.Never saw them as I just got dressed in the dark (and cold) room to make the 530am shuttle to catch my flight. The worst experience I have ever had at a Marriott Hotel. I was never even offered another room...