Marriott Long Beach Downtown — Hotel in Long Beach

I'm in Long Beach for a conference and had the option to book at the Marriott (my preferred brand) or the Westin. I should have heeded the other poor reviews, as they are spot-on accurate. This hotel has horrendously bad customer service!||I arrived at 2:40 and was told that the hotel had been sold out and probably wouldn't have a room until 4pm (regular check-in time)....which is fully understandable. The guy at the desk "partially checked me in" and took my cell to call/text "the minute a room became available." So I waited at the bar and had lunch. After 20 minutes or so, I began watching the front desk, and over the next hour, 9 different people walked in with luggage, checked in, and received their room keys (and no, they were not ahead of me in line waiting in the lobby like I was). After waiting nearly an hour and a half since I arrived, I saw a large group of airline flight attendants walk in. I went back to the front desk and jokingly asked if they forgot about me. The guy at the desk flippantly said, "so no one called you? I know a long day of travel can be frustrating," insinuating that I was the problem. No apologies whatsoever, which would have made the entire matter much better.||While this was going on, another front desk agent, who epitomized customer service, thanked the guest he was helping for being a platinum member (the same level as me) and informed him that we had upgraded him to a harbor view corner room. This was the 10th person who walked in the door and approached the desk and was immediately checked in. To be fair, I was also upgraded to a corner room, but upon reaching my room, I discovered that it is eye level with the next-door parking garage roof deck (15 feet away) - and certainly no city or harbor view, where the headlights from the cars leaving shine DIRECTLY into the room, requiring me to close the blackout curtain on the window. One lady even waved to me as she got into her car! Why was I not checked into a room and given a decent one at that? I couldn't care less about the upgrade, but a long-time loyal Marriott member should be given a decent room and treated fairly while trying to check in (and I spent $40 at the bar while waiting when I should have been offered access to the M Club to wait).||Also, my room didn't have an iron or an ironing board (they now have steamers). Since I'm here for work, I messaged to see if they could bring me an iron and an ironing board. When it arrived, I even got attitude from the person that delivered it, saying, "Well, your room DOES have a steamer."||I'm seriously considering checking out and walking down to the Westin or Hyatt, where I hope they appreciate loyal customers (I have status with...

This hotel was very nice, clean, and elegant. As it just went under renovations. Everything was bright and shiny, the beds were comfy and the tv was a great size as well. The only thing bad about my stay would be the poor customer service etiquette and lack of accountability. Upon arriving I was not told about additional charges like incidental fees. I was told that I would be charged a resort fee of $30 every day but since I was a titanium elite member I had a $30 food and drink voucher to use each day. I also told them that I would be paying for overnight parking since I would be parking the other nights at the convention center for a festival I was attending. On my last day before check out around 8am I got a bill from the hotel. They had charged me for two extra days of parking and charged me for every drink and meal I had received. They did not apply any of my credits. I was also charged for coffee when the voucher says I get a free coffee each day. I immediately contacted the desk and asked for them to break down the cost. The lady I spoke to acted like I was supposed to pay for everything I was charged for so I reiterated that I had a $30 credit that was supposed to be applied for each day. I was also charged for a small can of Pepsi that was brought to my room by room service which was the same Pepsi I could have gotten from the M club lounge for free since I’m a Titanium Elite member. I have never had a problem with bad customer service when staying at a Marriott hotel until now. The woman at the front desk I spoke to was dismissive and had a complete lack of empathy for wrongfully charging me. If I hadn’t have looked over those charges I would have been charged for extra things I should’ve gotten credited for. They still charged me for my complimentary drink that was only $23 that the $30 voucher was supposed to cover as well as the can of Pepsi. I was extremely tired and irritated that I just left. I shouldn’t have to continue to explain why I shouldn’t have been charged for items. Thank you for making this stay the worst stay I’ve ever had. Definitely not a worry or hassle free vacation, I’ve stayed at fancier hotels and have never been overcharged for things before and have always been treated...

The hotel looks very nice and in close proximity to restaurants. I agree with others regarding poor customer service. I found staff there especially two managers to be extremely rude, lack empathy and racist. As a black woman I felt uncomfortable as soon as I walked in to check in. One of the managers gave me a look like "what are you doing here". I had driven 6 hours from San Francisco and through the LA traffic to arrive at Marriott just to be told that the rate I booked online was wrong based on a friend and family rate discount I received and they would not be able to allow me to book at the rate I booked it at online. I needed to be a close family member such as the parent of the marriott associate who gave me the discount! I was told I would have to pay a higher friend and family rate plus fees and $42 parking because of my relationship with the associate. I explained that I didn't have the funds to pay the higher rate and asked if they could accommodate me and allow me to keep the lower rate that I booked it at. I was told no. I explained that I am only staying for the night as I'm headed on a cruise in the morning and was tired from the drive, my sugar was low and asked again if I could be allowed to stay at the rate I booked it at. Again I was told no. I ended up having to drive to another hotel and stay there for the night. When I awaken in the morning I received a bill from marriott charging me for the higher rate which I had already told them I couldn't afford. I called marriott and spoke to another manager and explained that I ended up having to go to another hotel and pay for one night there and now marriott was expecting me to pay a cancelation fee...but I didn't cancel. Marriott refused to honor the rate I booked it at. Never again will I even attempt to stay at Marriott Downtown Long Beach. The staff need training and need to learn customer service. I'm still trying to figure out how I ended up having to go pay another hotel and marriott is expecting me to pay the higher rate cancel fee. To be honest, a one night hotel stay dealing with Marriott cost me more than what I paid for my cruise. Stay away if you don't want to pay unnecessary fees and be talked to by rude and...