Mobile Marriott — Hotel in Mobile

Worst experience ever during all my years of travel and staying at a Marriott Hotel property. Our brief stay fell way short of our expectations as a Marriott BonVoy Lifetime Titanium Elite Member.

I will try to be as concise as possible as follows: Upon arrival shortly after the 4 pm check-in we learned that the room was not ready. Also learned the reservation we made for a King Concierge Room was not fulfilled. Instead front desk wanted to place us in a 2-Queen Room or even cancel our reservation with full refund; we declined both, we traveled for several hundred miles and nearly 7 plus hours and expected our room as reserved. Finally had to settle for a King Room but no Concierge. We were told concierge facilities were not available and were given 2 $10 coupons for something at the bar ot whatever. The room was also deficient: lacked in-room safe (first time ever experienced this at a Marriott), non-working in-room phone (was told would take 2-3 days to reconnect, had to use my personal cell phone to call hotel when necessary), AC controls not functional for heat cycle (used cell phone to communicate with front desk to have maintenance fix), water pressure weak (toilet flushing slowly and plugged, again used cell phone and was told housekeeping would be in in about 30 minutes and will be sent to fix, unplugged but still slow flush for remainder of our stay), refrigerator small, shower hair conditioner dispenser empty (used cell phone to communicate to have new brought to room, also with additional bath towels, arrived after 15 minutes As I had made the reservation for a Concierge Level room we were also accustomed to having Marriott slippers and robes available, but not here not this time. Also back to check-in, had always received complimentary bottled water as Marriott BonVoy upon check-in, not here not this time. We did receive 2 bottles the next day after I asked the lady at the front desk, and she apologized for the lack thereof when we checked in. Not to be forgotten is the aire of rudeness at our check-in at which time staff supervisor Taz was not only rude but also dismissive of our complaint about the King concierge mix-up (I know what I wrote in my notes when the reservation was made on 10 April 2024, shame on me for not taking note of agent's name), not only rude but also unapologetic was she.

Even though this property was or had been renovated recently it certainly did not present optics consistent with the Standards for which we had been accustomed to at Marriott Hotel Properties - Residence Inn, Courtyard, etc. - at many of which I had stayed. We do hope the Marriott Properties Management takes note of our review and those of many other guests at this Mobile Marriott Property and initiates remedies to present a more pleasant hotel accommodations experience...

Being a 17-year Marriott Platinum customer, I've seen the good and bad at many properties across the southeast. I want to be clear that I will stay at this hotel again but this is based on the cleanliness of the room and the friendliness at the front counter attendees and not the quality of the M lounge or breakfast service. This particular facility uses the M lounge for breakfast buffet sales to non M lounge people. While I have no issue with this action, using the M lounge as a multi-use facility I do have issue with the condition of the M lounge when it's the M lounge. I've never seen such a disorganized and candidly poorly stocked M lounge. The M lounge should be available to customers that travel frequently, would like to grab fresh fruit, a coffee, a water or soda, a quick snack and then in the evening enjoy hors d'oeuvres and finger food and potentially pay for a cocktail or beer or wine. This M lounge when not being used for breakfast service was poorly stocked and candidly if you're not going to put forth the effort as a property to stock the M lounge Don't even offer it. I walked in there at about 7:30 in the evening to find that the hot plates had been turned off but the food which appeared to be some type of egg roll was just sitting there idle did not look like it had been touched for some time and room temperature. The snack bins were empty and candidly odd as it look like Eminem's had been mixed with broken up granola bars for their own version of trail mix. It was candidly jokable. The fruit was bruised and battered and not taken care of or displayed properly, there were no plates so even if I wanted to have their granola M&M oddball mixture I had no plate to serve it upon and it looked and thorough disarray. Now I had thought that this was an isolated incident but on my 3-day stay it remained consistent day after day. Here's my message to the property if you don't want to properly support the M lounge don't offer it. Either do it right or don't do it at all. As I mentioned I've been traveling for business for over 25 years of my career and Ben and Marriott Platinum / titanium member for 17 of my 25 years. This is what I would call unembarassing version of what on him lounge should be in by the way a very beautiful property.

On the plus side The rooms were very clean and well maintained the staff at the front counter was attentive and kind and when I brought it to their attention their comment back to me was they'll speak to management. And they were very friendly.

As I mentioned I will stay here again and only hope that this message gets to management of property so they can address the issues related to the M lounge and determine where the shortfall might be and delivering Marriott services to their M lounge...

Where do I start if I could give this hotel a 0 star that’s what it will get . Number 1 me and my family of 7 booked three rooms we was evacuated from the hurricane Helene we was also traveling with other family members in separate cars who also booked two additional rooms at this hotel check in says at 3pm we get there at 4:30pm the front desk young lady says to me your room is. It ready I say it says check is at 3pm and check out is at 12pm can you tell me when will my room be ready she says no .. I says can I speak with a manager so she go get a manager by a name Tez and by the way comes full speed no acknowledgment/or representation of herself says your room isn’t ready there isn’t any room ready so she just need to move to the side and lets us check in other people there room might be ready . I said to her can you tell me when my room will been traveling we are tired she says I don’t know when it will be ready can you please step to the side . I said ok and I also said I will be doing a Google review your very rude and this is poor management and your setting a bad example for your employees and very poor customer service not only was she rude to me but also my mother who asked about her room after me . Then the next day I seen my neighbor who had her little 7yr daughter there who husband in the Air Force who had to stay during the storm and sent them to evacuate there Tez was rude to them as well didnt. Also your website advertising pool but there is no pool there , also we got a room with 2 queen beds with the concerig breakfast included come to find out it does not include the tow kids I listed into the room they give you two meal cards and you can give it to who ever and that’s just it other then that you have to pay 22.00 dollars per person.. I have stayed at other Marriotts and had a great out come and we at free breakfast included but for some reason this one needs to be seriously revised or looked into.. I advised anyone not stay here.. and here is the icing on the cake 🎂 While I sit in my car for alittle fresh air a random guy comes thru the parking lot and tried to cut the straps off my husband trailer to steal his 750 suski gsxr I couldn’t believe this at 9pm had to call the cops took them 20 min to get there and was told my the cops there short staff omg I was ready to go back home to florida … for a go to prison...