Courtyard by Marriott Lubbock — Hotel in Lubbock

I’ll start by saying I’m a gold member. I don’t normally worry about it being recognized upon check-in, or the gift of water and a snack or the room upgrade that comes along with it, but in the context of my below experience it matters. I know this brand well and how it is held out in other locations. The bright star of my stay was a nice touch left by the housekeeping staff that I felt was above and beyond. Other than that, its not gone well here. Horrible service in the Bistro. I stay at Marriott properties exclusively and frequently the Courtyard brand. Most are great. This one does not live up to the brand name. I went to make an order at the Bistro, no one was there (and they were open). Waited ten minutes and finally went to the front desk who said they would send someone over. When she arrived she stood at the far end of the counter, nowhere near me or the register and barked “what do you need.” I began to place my order and she exclaims “I don’t even know if we have burgers” and walks away mid-transaction. She finally returns to announce they do. I order it. I ask if I can get the diping trio (which is aioli, ketchup and ranch) and she tells me she will have to charge me for a full side order of fries $7.00. Kinda BS but fine, I agree and say if you are charging me for an extra full order of fries, I may as well get the salad as the side with my burger instead of more fries. She groans “so now you don’t want the fries with your burger.” Bear in mind she just told me she has to sell me a full order of fries - so why would I also want fries as my burger side. Unclear as to why this was so annoying to her, except maybe she thought I would not make the order of fries with the $7.00 fee for literally tiny plastic cups of spicy ketchup/aioli and ranch. She then grumbles that she’ll call me (in my room) when she’s done. After she sees the perplexed look on my face she barks “so you want this now?” Not sure when else I’d want my dinner. After ordering I went back to the front desk to tell them about my experience. They listened and said they would “speak to her.” I turn around to go back to the Bistro and see that the suspect employee stood there and listened...she was not in the back making my food. And god only knows what she did to it in the back room after listening to my complaint. She prepares the food and when giving it to me I ask if the lemon for the brussel spouts is inside the box. She says yes as if I’m an idiot for asking. I get to my room and guess what, it’s not. At this point I don’t even want to bother going back to ask for it. Ten minutes later a knock on my door - its the Bistro employee with my lemon saying she “forgot it” on top of the fridge. Huh??? Do yourself a favor and avoid this Courtyard. It does not live up to the brand and how its represented at other...

ASSISTANT MANAGER MARIA RODRIGUEZ AND FRONT DESK CLERK KENZIE MARMOLEJO are the absolute rudest people/employees I have ever encountered at any hotel I have ever stayed with. We are Titanium Members of Marriott and Kenzie had the worst attitude and was speaking inappropriately to me in the lobby when I asked her a simple question about a $10.00 gift card. Kenzie was also extremely rude to me and my daughter when we checked in the day before but I let it go. I complained to another member at the front desk and they called Maria on the phone and Maria had a screaming kid in the background that I could hear through the phone. I hung up on her because she was talking so inappropriately to me. She kept calling my hotel room numerous times and was harassing me over the phone. She constantly interrupted me when I was trying to explain what happened but she was obnoxious and very overbearing screaming and yelling at me over the phone. MARIA was NOT even on site at the hotel when Kenzie yelled at me at the front desk and accused me of yelling when that did NOT happen. This was beyond inappropriate and we will be contacting tomorrow the CEO of the Marriott Hotel Division. The hotel is very run down, the towels are dingy and thin, elevator was not working, spa was shut down, no complimentary breakfast is offered like other Marriott's and this area of town is not the best area of Lubbock. We moved to another hotel and the hotel and the staff were great. Maria threatened to kick us out (when we did absolutely NOTHING WRONG) and call the police but I hung up on her obnoxious attitude once again and we moved to another hotel at 9:30 PM on the night before Easter. Maria and Kenzie should be FIRED for their atrocious behavior. They both are NOT how any employee should treat a customer!!! STAY AWAY FROM THIS SORRY EXCUSE OF A HOTEL!!! Marriott should be embarrassed they have these two representing their hotel. These two staff members deserve MINUS...

UPDATE I've now had my Bonvoy account suspended for reporting the poor service I've received. If your points mean anything to you, for goodness sake dont post a truthful review if it happens to be a negative one. Luckily I have many other points programs otherwise :) ............................ Original post: I had made a reservation for a late-night arrival. Arrived early morning hours. I was given two keys do my room and after making my way up the elevator and down to the far end of the hall with all my belongings, I learned that my keys did not work. I went back down to speak to the assistant. I asked that I be given keys that work. She said it was not her fault and not to blame her. That someone else had set those keys before. As she rounded behind the wall I said yes but you are the one that gave them to me so I'm asking you to fix it. She stepped back from around the wall and said she didnt appreciate my attitude. She said that I was the one it chose to stay here. She said I could go stay somewhere else if I wanted, that she really did not care. I asked her for her name several times, she said both that I didn't need it and that she was not going to give it to me to those requests. As she handed me the card keys back I said that I was sure I would be able to find out her name in the morning when I checked out. As I walked away she used a commonly known Southern phrase bless your heart- which we all know the true meaning of when someone is upset at others. At check out the next morning, I suggested to the manager to have a conversation with this attendant. I asked that no disciplinary action be taken but only that she be given the opportunity to improve her customer service with some coaching. I later found out her name was Mary. For all of you other late night travelers who do your best to just get to this hotel, hopefully you will not run into the same Mary that I did. Maybe you will run into the changed one? My Hope...