Kansas City Marriott Downtown — Hotel in Kansas City

Our stay at the Marriot was not satisfactory. The low level of quality in guest services and inability to fix our problem made our stay here one we wish we could forget. Unfortunately, this hotel did not meet my expectations and I would not recommend The Marriott to anyone looking for a satisfactory luxury stay while in The Greater Kansas City area. My wife and I give the physical and convenience of this Hotel 4.5 stars. We were very impressed with the location; If you need to be downtown it is conveniently located in a perfect place that allows travel to be easy in any direction you look, 5 stars. Quality of rooms 4.5 stars nice bedding and decor. Cleanliness and staff coordination 3 stars at best.

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I made the decision to stay the night at the Marriott in downtown KC because a close friend highly recommended it. I brought my wife here for our anniversary last night and we both had a very bad stay.

First of all allow me to inform you if you're reading this, that the contributor who commented below acting as if he would be able to resolve issues for me, was not present in action. I called the Hotel and left him a voice message, there has been no reply. We also had an issue with our bill as the amount charged was not the amount we owed. The following things were unsatisfactory: We waited about 15 minutes to get checked into our room. The front desk staff disappeared to the back room and was gone for about 5 minutes leaving a whole lobby of guests waiting. When she returned, she apologized and told us she was dealing with family issues. That happens, they should have had desk coverage. We get checked into our room and the Television doesn't work. We dialed the operator and informed them. The concierge apologized and assured us that an "Engineer" would be sent up to get this fixed immediately. We patiently waited over two hours, but the help did not arrive. After two hours we decided to order food in since we missed our dinner reservations. I hung the DO NOT DISTURB sign on the handle of our room as my wife and I briefly exited to meet our delivery in the lobby. We returned approximately five maybe seven minutes later, and to our dismay our door was hinged open and the very late technician who hardly spoke English was inside, attempting to fix the TV. This made me very uneasy. When I mentioned the long wait time and the Do Not Disturb sign, he replied and informed me that he was understaffed and that long wait times are part of the deal and also that the Maintenace staff has been instructed to enter a room no matter if the Do Not Disturb Sign is hanging or not. Wow. That is a first. I assumed the staff would see the DND sign on the door and respectfully not enter. I expected them to at least acknowledge that my time is valuable and apologize for making me wait. The Engineer was in our room while we were trying to spend time alone and eat our meal for well over 30 minutes. He said it was a cable connection issue & proceeded to take the whole television apart piece by piece. He put it all back together and it was still non-working. We asked him to let us finish and return, he said give him two more minutes, which turned into 30 minutes. I was very upset. I called the front desk, they said we could switch into another room, so we packed all our things and moved rooms only to find the same issue in the new room. The television connection was not working. They made my wife go grab keys for 3rd room. The third room was dirty. The bed was not made the floor had a dirty towel on it and the trash was full. They moved us this time in a very courteous and considerate manor. They upgraded our room. By the time that happened, we were both exhausted. Although the upgrade was nice, unfortunately we did not enjoy our stay. I would not recommend Kansas City Marriot and probably won't return. I would advise the green traveler to look at Westin Crown Center or Hilton KC as other much better options. Thank you for reading -...

Elite members – AVOID!! I booked a Saturday night at the Downtown KC Marriott to celebrate our anniversary. As a platinum elite member I usually request (and receive) 4pm checkout and it was especially desirable for this stay since we had activities planned for Sunday afternoon. The gal at checkin said 4pm checkout was no problem and she confirmed 4pm checkout as she handed me the key cards. Sunday morning we are awoken by knocking at the door at 10am asking to clean the room, and I told her we were there and had 4pm checkout. Not a good start to our day. We went out for lunch and came back shortly after 12pm and our keys didn’t work to enter the room. So we go back to the elevators (very busy due to some event that weekend) and head to the front desk. I explain the situation to the woman and she apologized and gave us 2 new keys. We deal with the elevator wait time again to go back upstairs to floor 15 and try to enter the room. The new keys didn’t work. Again, we fight the elevator traffic and back over to the front desk. I told the same woman that the keys didn’t work and that this was ruining our afternoon plans since we already wasted a bunch of time and still couldn’t access our room. She apologized again and gave me 2 new keys. I said I’d like someone to meet up at our room because I had no confidence these newest keys would work. She called the engineer to meet us up there. We deal with the elevator traffic again to go upstairs to find our keys again still don’t work so we sit in the hallway next to our door waiting for the engineer. He shows up, opens the door and basically says he didn’t know why the keys didn’t work. He leaves after letting us in and so now we’re in our room with keys that still don’t work so we weren’t able to leave and then get back into the room. The engineer offered to try to go back downstairs and fix the keys but we had already wasted so much time, and by the time they fixed the key problem (if ever) it would be nearly time to check out. So, the day was completely ruined. A few days later I reached out to Marriott (corporate) and told them my experience in detail (same details I explained in this review). To make matters worse, hotel management eventually emails me this message “I apologize for the inconvenience created when we were unable to honor your request. Late check-outs are 100% based on availability and are awarded on that basis alone. I am so sorry that we weren't able to make this happen for you!”. So it seems he didn’t even take the time to read my complaint because he would’ve understood that my 4pm checkout request WAS granted, and the actual problem was related to their room-access system, etc.. Look elsewhere if you're expecting typical Marriott service, or management that can even acknowledge problems that are spelled out for them. Based on past google reviews, I expect the owner response to be "we have no record of you staying at our hotel" or similar blanket statement.

**Updating my review based on “Response from the owner” -Owner has responded to my review seemingly open to resolution and making things right, however one thing I didn’t mention is that I have already responded to the owner/manager who reached out to me to “fake apologize” for a mistake that they didn’t even take the time to understand. I responded to his apology email immediately asking why they didn’t even read my complaint. So here’s the sequence of events. Hotel ruins my experience I complain to Marriott (corporate) Corporate notifies hotel management and passes along my complaint Owner/manager emails me to “apologize” I respond immediately to owner/manager pointing out their oversight Owner/Management does NOT respond back. I give my review online Owner/Management publicly shows concern and requests I contact them (again) So the owner/manager has no clue what’s really going on (or doesn’t care), and feigns concern publicly without any real/genuine effort on their...

Great Location, Views & Service with Free Shuttle The check-in process was fairly smooth however pay attention about the elevators or you will have a hard time getting to your room. You select your room number from a large keypad display and the display will inform you of what elevator you need to use. It’s a pretty ingenious idea and it works very well to move the crowds efficiently. The hotel, rooms and hallways seem recently updated. They are clean and the rooms have plenty of ports and USB charging areas. The dark out shades close all the way which is great. The windows were clean and the views are fantastic, we were on the top floor. The toiletries have a very strong odor which some may like but I didn’t care for it. The King bed we had was very hard, not like a typical fluffy Marriott bed and the sheets and comforter were a bit scratchy. I asked if they had mattress toppers to make the bed more comfortable but they didn’t. The room service is extremely quick, about 15 minutes which is unheard of in a hotel of this size. It’s delivered in a sack and the food is in takeout containers. The room service menu is NOT the typical room service menu. It’s not made to order, it’s take out prefixed limited menu with no toast, pancakes or waffles. Coffee comes in a cardboard box with a spout on it. I’m sure that this method is extremely efficient however it would be nice to have a choice of room service or takeout delivered. The picture of the toasted bagel sandwich on the outside of the menu looks great, but it's not available, it’s just a stock photo. I look forward to a nice breakfast when I travel so I was a bit disappointed. We were there for a wedding and the venue, food and service was fantastic the entire evening. Overall, the hotel is beautiful, the staff is friendly, and elevators are pretty quick considering all of the traffic. The rooms are nice and updated. I love the solar panels over the entrance awning, what a clever idea. The shuttle is an awesome service, the van is super clean and comfortable and the driver is very friendly and helpful. We didn’t really need a car because we used the shuttle. When you’re ready for a pick up you just text and you’re picked up pretty quickly. The downtown area is very clean and safe to walk around and it has many great attractions along with a local pharmacy that are within the shuttle area which is very convenient if you don’t want to walk. I liked that we could skip the room cleaning and get points added to...