Courtyard by Marriott Montvale — Hotel in Montvale

I've never been this disappointed with a hotel experience as I was with the Montvale Courtyard. First the good, because I'm nice. The guest room was pleasant and the bed comfortable although abnormally high. Everything was clean and the bathroom was plenty roomy. Also, Courtney---I did not get her last name---was very helpful throughout the evening of my event and very friendly. I had booked both my guest room, a guest room for a friend and an event room months ago for a high school reunion....|Now the not-so-good. The very bad, actually. I had booked a two night stay for myself and a one night stay for the DJ for our reunion. Booked both at the same time. Same credit card. When I checked in, I explained that my DJ friend would be arriving to check in the following night, under my name, since the name the room is booked under has to match the name on the credit card. The gal at the desk took that information and said it would be no problem for him. She noted that the expiration date on my credit card had expired so I gave her a different credit card---for BOTH reservations, as BOTH reservations were made at the same time, under the same credit card. She assured me that my friend would have no problem checking in tomorrow and "he is all set."|The next afternoon when he arrived and after he had set up his equipment, he texted me to say he was having trouble checking in---there was no room for him. WHAT?? I ran down from my room and we both showed the confirmation number for his room. We were told that there was not a valid credit card for his reservation and so his room had been given away to someone else. Plus, with the hotel being fully booked, there was NO ROOM FOR HIM. Note: we both live THREE HOURS from the hotel. So he'd had a long drive, set up his equipment, had a five-hour event to DJ, and then no room to sleep in? Even though his room had been confirmed?? No matter how much we---and then another friend who joined us---explained that with both rooms being reserved at the same time and under the same credit card, including the replaced credit card---those at the desk refused to honor that confirmation. Kept insisting they had done nothing wrong and they could/would do nothing for us. Worse customer NON-service I've ever experienced. They offered us NO resolution---and continued to say they had done nothing wrong. Will never book at a Marriott again. My DJ---who I offered my room to---ended up driving home late at night after our event, sleeping for an hour at a rest stop in Kingston....

Would leave 0 stars if possible. We booked a room for a wedding which we will now not be able to attend due to having Covid. While we understand our room was chosen as non-refundable, the hotel has been of absolutely no assistance. We were not even trying to get a refund, we were asking for a credit for a future stay. Two separate employees informed us that the non-refundable policy was a “corporate policy” and had nothing to do with the hotel itself. After calling and speaking to corporate, we were correctly informed that it is the exact opposite: it is the hotels decision. Apparently, as per the assistant manager, “Covid is not an exception for a rebate for the advance deposit rate.” So if someone has covid, you’d rather punish them for keeping your staff and guests safe by not using the room?

Now, the hotel will keep our money for a room we will not be using AND charge someone else for that same room. The policy is a joke and the employees we’ve dealt with have no customer service skills or cares.

Email listed on their Facebook: comes back as undeliverable. Ask an employee to forward you to the managers voicemail, you get sen to different voicemails (not the managers). Open a case and get told the manager will respond directly: manager doesn’t even make a call. Message them on Facebook: no reply. Garbage customer service.

The front desk has trouble routing calls and also has trouble remembering why you called as they lay the phone down for 15 minutes. The manager is shockingly terrible with customer service; does not return calls, does not proactively make calls unless you go through corporate for a response, etc. While corporate told us on two separate occasions that the manager would reach out to us, the manager never did. We had to call corporate back to find out what the managers response was as she not ONCE called us. Total joke.

Our entire experience has been terrible, except for the corporate workers who have no affiliation with this hotel. Everyone from this hotel has been less than helpful, understanding, or putting the customer first. We will never stay at this hotel no matter the occasion as they have not been understanding, they have made zero attempt to assist in any way, and I guess would rather have guests with Covid than work with said guests. I’d sleep in my car before ever staying here. Just awful. But, hey, they’re...

Had my wedding there last week and just have to say what a disaster. I will start off by giving credit where it's due and the day of my wedding I ordered bagels for the girls in my bridal party which came on time and were delicious! Dealing with Stephanie Mackin for shuttle services to and from hotel was also a huge plus being she was very helpful, receptive and quick to answer emails! Everyone else and every other detail was unorganized, not thought out and sloppy. Had a guest of my wedding tell me they went into a room after the wedding to go to sleep and the room had no bed sheets on the beds. This is completely unacceptable. Suite was completely outdated and the air conditioner was so loud making it hard to sleep, suite had broken doors, and a dusky Smokey smell with mosquitoes everywhere. On top of that, I paid for a private bartender from the adjoining restaurant of fire and oak to come after the wedding to serve alcohol with a cash bar. When I arrived to the bar after the wedding, the bartender was serving guests from the hotel that were not part of the private party taking up space and seats away from my wedding group. Felt this was rude and greedy being I paid for the bartender to be there and they were serving others not from my party to make themselves more money and taking space from us . I was very upset and voiced to the bartender that I do not want these people part of the party, where he still went sneakily and served an older couple who was not part of my party. To top it all off, they then charged me over 600 dollars in error for the wedding room and against the contract I have signed. If it wasn't for me checking this, I would have been charged this crazy amount. I'm not too sure why everything was so unorganized and I usually do not write bad reviews but feel everything about my wedding was so beautiful, except the hotel. Being a marriot member and my father also being marriot member we are completely disgusted by the service we...