Kansas City Marriott Country Club Plaza — Hotel in Kansas City

TL;DR if you book here I would suggest calling in advance to ensure you are actually getting the room you booked because unfortunately we did not and had to buy an air mattress to sleep properly!

I recently stayed here and wanted to share my experience. I had booked a room with two queen beds and a separate living space with a pull-out bed (a month in advance) to accommodate our group of six people. However, after check-in, we got to our room and saw that it was not the correct room that we had booked and paid for. We were then informed that the room we had reserved was not available due to the hotel overbooking.

It took us calling the front desk 3 times, going down to the front desk 5 times getting different answers each time (over the span of multiple hours and after our dinner plans) to end with us going to walmart and buying an air mattress so that our group had enough beds for the night. They were unable to provide us with the room we had reserved nor were they able to provide an additional room so that we could all sleep. I haven’t worked at a hotel before so I truly do not understand how I was able to book a room on their website just for it to not be available during our stay. I also find it hard to believe that 100% of the rooms were occupied but maybe they were.

After multiple conversations they offered to cut our fee in half but my friend and I requested a full refund and luckily we were able to get refunded for our room. I am thankful for the refund but I still am very frustrated because 6 of us + a dog slept in a small room with an air mattress (that we had to spend $50 on) and I felt like the situation was not handled properly and was brushed aside many times as if it’s something that regularly happens and is an “oh well i don’t know what to tell you” type of situation. We had to pay the $100 pet fee so we still paid $175 (pet fee, mattress, parking) to stay there, which yes it is still nice that we got the room refunded, but honestly the entire situation was incredibly frustrating and time consuming and made all of us never want to stay there again. I understand accidents happen and we apologized to the front desk workers for seeming frustrated or upset but the situation was super upsetting and I just feel like we got taken advantage of and I will not be booking another room here. We are Marriott members too so that is disappointing as well. We were only in KC for one night to celebrate my birthday so it was not the end of the world and I honestly am not sure if anyone will even read this review but the point is if you book here maybe call in advance to ensure you are actually getting the room you booked so that you don’t end up in a situation where you don’t have proper sleeping arrangements. I will say a big big thank you to Jason and I know it was not his or the other workers’ faults but I wish the hotel had a better system for booking. Management should praise Jason for hearing us out at the end of the night and doing what he could to refund us.

The hotel's inability to provide us with the room/number of beds we booked, despite booking well in advance, was frustrating and inconvenient. The smaller room did not meet our needs for that many people and it made our stay uncomfortable and cramped. Unfortunately, this experience has left a...

Ok hotel, not so great customer service. Stayed here in October 2023 as an ambassador elite. Was visiting for the Chiefs game. Upon check-in, I was ‘greeted’ with the least friendly desk staff I think I’ve ever encountered. Seemed like we were bothering her just by checking in as usual. She gave no information about the hotel and when I asked about the shuttle, she tossed me the little paper with the information. There was also a mix up with one of the rooms I had booked. When I called the front desk, the other staff member gave the classic “not my fault” and was very quick to transfer me to the hotel manager, who he knew was OOO as the call went straight to voicemail. If you choose to stay here and have even the slightest issue, good luck! The saving grace was front desk manager, Jason. Once he was involved he was able to rectify the situation and it honestly seemed like he was the only person that genuinely cared.

The good: was upgraded to presidential suite on the 18th floor. Room was nice, but showed signs of being worn. Valet parking was $30 and was quick and could be requested via text. Regular parking was $25. Location is great! Easy to walk to the plaza where there are tons of shops and restaurants. There’s a bit of a hill, but I guess there’s also a shuttle that goes there although we didn’t use this.

The not-so-good: lounge is meh, and closed on weekends. It is small and the breakfast was nothing to be desired. They had afternoon snacks, but didn’t try this. Rooms also have no safes. Maybe this is normal for the area, but just seemed odd. There was a note that mentioned you could leave valuables at front desk for safety deposit box, but after the lack of caring I witnessed at the front desk, I would not recommend. The elevators were very slow. There are 3 elevators although 1 never worked for the duration of our stay. The last night, only 1 worked. This caused a huge line-up in the afternoon and evening to use the elevator. Took almost 15 minutes and even longer to come down as the elevators were packed.

In all, this hotel is ok. If I were coming to KC again I would definitely try...

I recently stayed at the Marriott Country Club Plaza for 1 night while in Kansas City. The hotel is in a great location it is a very short drive to the Plaza area, it may be a nice walk down but the walk-up hill back to the hotel may be a bit much for some. The hotel room itself is nicely appointed updated and has a very comfortable bed, the shower pressure left a little to be desired.

The service here was atrocious I am unsure what her name was, but she was a taller white lady with glasses checked me in and out and both times it seemed as though she was bothered at my presence at the desk, I did not feel like a welcomed guest. Every question from asking about parking to buffet breakfast was damn near a yes or no answer.

After a long day of traveling a decided I would take a nap, 5 minutes later the fire alarm was sounding a message to evacuate, upon leaving the hallway my room was on was filled with water and a pungent sewer smell, so I thought shoot there is actually a fire and scampered down 9 flights of stairs to see a lobby full of people standing around and the hotel staff only tending to and explaining things to their real priority guest the Buffalo Bills representative. If it was not for eavesdropping, I would not have known what had happened or is happening, as I went up to the desk and the other older gentleman working whisked me away and said it would be just a moment when I wanted to report the flood on the 9th floor, so I left.

I went to dinner and returned about 9pm and they were still vacuuming water out of the hallway but the smell that was in the hallway was now in my room. Those fans and vacuums ran the entire night, and I did not get any sleep whatsoever, I asked could I move to a different room, and I was told there were none available.

I feel this situation was poorly handled and the staff members need critical incident training and the female that checked me in and out needs to go thru customer service training again regardless of the rate or...