Long Beach Marriott — Hotel in Long Beach

KEEP AN EYE ON YOUR VALUABLES AT ALL TIMES!!! I WOULDN’T TRUST THE LONG BEACH MARRIOTT!!! My sister and I stayed here and had our MONEY, JEWELRY, CREDIT and DEBIT CARDS, PASSPORT, ID and some other items STOLEN out of our bags within a two-hour window while eating breakfast downstairs. The thief was very careful in replacing everything the way we had them. On our way back to the room, in the hallway, my sister said hi to an individual that seemed to be on duty cleaning rooms, they were trying to hide their face with a towel. We found it odd but thought that person was shy.

A few hours later, we started receiving notifications of our credit cards being used for thousands of dollars. When we looked in our bags, we saw that our wallets and other valuables were missing. We called the hotel to report that our property had been stolen. They tried their best to discourage us from coming back and discussing the theft. They were just flat out rude and showed no sympathy for people who lost valuables. Regardless we had to go back and file a report with the local police. Upon arrival they fell over themselves to show us that our key was the only one to access the room.

One member of management said,” no one that works there would EVER STEAL” and didn’t even bother to ask what we lost. We hadn’t mentioned nor even considered hotel staff as a potential culprit at that time.

When we called the store about our cards being used the manager associated the individual using our cards on camera in the store with two individuals already under investigation for these same crimes. He put us in touch with a detective already working on a previous case related to them, who showed us a picture of two individuals caught on camera in a store using stolen cards. We identified one of the persons as the same individual that was cleaning down the hall from our room and was acting suspiciously!! ( trying to hide their face)That individual was just a few steps away when I was replacing my wallet in my bag before I closed the door and left the room since my bag was right at the door but on the inside of the room and I was standing outside but at the door and they were in the hallway. That was the last time I saw my wallet before it got stolen.

I tried working with management and letting them know that if given the opportunity we can identify the person and assist in finding the culprit. They weren’t interested. Instead said they did their own investigation which did not involve us and which did not address the issue of someone who seems to have access to our room closing the door after being in there for 10 mins. They showed us the KEY access record which had that 10 mins discrepancy which they ignored and won’t discuss. NOTE: During those 10 mins we are on camera downstairs having breakfast so it’s evident that it wasn’t us in the room.

Management never bothered about who was caught on camera in the store using our cards and how that person is connected to them. Management promised to give me a phone call on the day I was leaving Cali… having me thinking that we will work together but instead they sent me an email to say they investigated and never said or did anything further. That day the individual spent almost 3 thousand dollars at stores and took thousands of dollars in cash from us, our identity, cards and other stuff. Our entire vacation was ruined and we were left stranded. MARRIOTT DID’T CARE and still doesn’t CARE!!! The next time we communicate with the hotel will be through a lawyer. Don't stay here if you can help it. If you must stay here, then keep your valuables with you...

Good leadership and employee training is so important and, unfortunately, seems to be lacking here. We checked in last night after a long flight. We were supposed to get a room upgrade with Marriott status. When I asked, the desk gal said ‘no, we don’t have that here.’ Fine - I know they do but I don’t want to argue so we just went to the room assigned to us.

As a person with Celiac’s disease, I need to be super careful about avoiding certain foods that can wreck my whole day and result in permanent health deterioration. The ADA requires reasonable accommodation. Generally, I don’t want to make a big deal out of it and we actively choose hotels with a fridge and microwave so that I can have food that I know is safe. Higher end hotels have been able to send a microwave to our room on request. This hotel used to have microwaves in the rooms but they very recently took them away when the hotel was renovated. I called down and luckily spoke with Miguel (and not the front desk gal) who arranged for me to use a microwave that they provide for airline personnel. When I went downstairs, the woman at the front desk said, ‘no, sorry, we don’t have any microwave here.’ Luckily, Miguel was there and pointed me in the right direction. I’m so glad for him - he elevates the customer service in the hotel.

We are switching hotels today, so I asked for a late checkout. I am supposed to receive a late checkout with the hotel status. The front desk gal again, said, ‘No, sorry, we don’t have any late check outs here.’ I specifically mentioned the hotel status, and she just repeated what she said initially. It’s a big inconvenience for us to drive around with our luggage for 2 hours between hotels. There are worse problems to have and if the hotel were busy, we’d understand. I get that there are no guarantees and that’s fine. The problem is when the front desk automatically denies every request as a matter of course. She wasn’t rude - just the answer to everything was ‘no, sorry.’ I could see how this would really infuriate some people. I read other reviews that say this hotels denies all hotel status benefits but I thought maybe those people were being particular about it when the hotel was crowded, etc. Nope - this seems to be par for the course. No matter how empty the hotel, every status or other request will be summarily denied.

I had to call Marriott customer service who called the hotel and got the matter straightened out so that we can have the late checkout. I think this hotel is going on my ‘do not stay’ list. We are in Long Beach frequently to visit family.

Our room was bright and clean and the hotel is super close to the airport. I was talking to my dad on the phone this morning when a southwest plane drove by as the runway is right outside of the window! However, there are no microwave and you can’t really make a cup of coffee with the room coffee maker. The outlets are great on one side of the bed and nonexistent on the other. I think this hotel is fine if you don’t have or want to use Marriott status benefits and you’re not expecting anything other than a clean bed...

Stayed 3 nights here with our family of 3 to tour local colleges for our son. Great choice!||We reserved a Corner 1 Bedroom Suite room, which was on a high floor with direct views of the Queen Mary (less than 1 mile away), the bridge and Downtown Long Beach skyline. Really great views!||Staff was incredibly friendly and responsive -- shout out to Katherine who got us the room we hoped for and was so helpful.||Note: There is no restaurant or bar on the property (except for the free breakfast, which was in typical Residence Inn style, OK but nothing special), just their market where you could buy snacks, sodas, beer/wine, etc. You will need to walk, drive or Lyft to other restaurants. There is an overpriced Mexican-themed restaurant at the Maya Hotel next door -- also great waterfront views but expensive and while we didn't eat there, it doesn't get the best food quality reviews. Other than that and the restaurant(s) on the nearby Queen Mary, you will need to cross the causeway bridge into the LB waterfront/downtown area, where there are tons of choices. It's an easy 15-20 minute walk depending on where you're going, felt safe and secure. The Downtown LB area is really nice these days -- things change as you get inland down around 7th-8th streets, but if you stay on water side of that border, everything is good. Pine Avenue - an updated stretch of old town LB, is fantastic and full of restaurants, nightlife, etc. Pleasant surprise!||The Suite was very bright, modern and clean. BIG bathroom and lots of windows in the 2 main rooms.||If this is your first time in LB, highly recommend taking a tour of the historic Queen Mary, which is permanently docked down the water front about a 20 minute walk away. There is also an extensive waterfront trail for walking, running, bike riding, etc. that runs all around the area. Watching the busy port activity behind the hotel was fascinating - and just far enough away, no noise issues.||The one reason giving a 4-star vs. 5-star review were a couple of room comfort issues: We had an issue where it was either too hot or too cold in the room - too hot if A/C was turned off, and instantly too cold when A/C was working. Like a thermostat problem or something. We notified the front desk and they said they'd have Engineering look into it. The A/C could also be a little noisy, but earplugs took care of that at night. Also, like so many hotel sofa beds, it was uncomfortable for our son to sleep on. Wish more hotels would move to the modern, more comfortable foam (not steel spring) sofa beds for guest comfort.||All in all, a great stay and if you don't mind a short walk or car ride to nearby destinations,...