Courtyard by Marriott Ogden — Hotel in Ogden

I am not for putting places on blast unless absolutely necessary. But be warned! If you want a smooth successful event DO NOT go here. They offered a $250 refund off a pretty expensive event here is the back story.

We contracted Courtyard Ogden for a big work event. We left pretty disappointed and at the end, and ultimately embarrassed that this was what we showed our dearest partners and clients. It started well. We went through and did a walkthrough and setup our event. Everything went fine in that phase.

As time progressed the event planners became very disorganized, didn’t communicate with us or each other, didn’t read the copious notes they took during these tours, e-mails and calls and at times were rude when we asked questions. Pointing out who we should talk to and that it “isn’t what I do” instead of giving us the info from the get go on who to contact for what.

Day of event came after we had signed our original contract and BEO. So many things happened. They had the wrong times and info in the BEO so our passed appetizers for cocktail hour didn’t come out at 6 and when I asked, I was told it was 7 on our BEO. NOT TRUE. We were told us they could do pipe and drape for the stage. They let us know their old stuff had been thrown away but told us they could get it for us. The day of the event we walk in at 3 pm to no draping and told day of they didn’t have that, and weren’t going to get it but if we wanted to outsource we could. DAY OF EVENT?? The night went on and both the young inexperienced girls we had been working with, one I should mention we never even talked to or met, eventually ghosted us completely not answering our calls.

The food was cold and chicken raw but very behind schedule. The buffet attendants had the food all out of order instead of the traditional order of least expensive foods like salad and rolls to the proteins. Instead it was all jumbled. The staff was nice but many smelled of cigarettes and appearances weren’t that I’d expect of people serving food. At one point the bartender wasn’t at his bar and another staff member stood in the middle of the floor. One of our stakeholders asked if he could get him a glass of wine since his hands were full and there was no one at the bar. The server replied, if I leave there will be no one at my station. The lack of customer service was astounding.

I will say the rooms at the hotel were actually fantastic! The location was great! The front desk was way more helpful than our event coordinators. We did have one redeeming helper named Heather who was trying her best to help us figure out speakers, moving a table and finding an extension cord, something our event planners should have done. Give that girl a raise!

I have mixed feelings because I really wanted it to work out but feedback from leadership who attended wasn’t and we will not be returning.

We then had a follow up call to give feedback for this event with these girls and a manager of some kind and got rude, snarky and somewhat aggressive responses. They could only give excuses and became very defensive. We told them we’d like a discount for the various issues and were told no, but they’d email us if they could find something. We would love to talk with the GM but have been thus far unsuccessful.

I hope we can sort this out but I think true colors...

Made a reservation on 3/30/21. Prepaid for a better rate. Prior to our stay on 4/9/21, I received two emails regarding our upcoming visit-both addressing Covid-19 policies and cleaning procedures that were in place. After our 8 hour road trip we arrived at the hotel at 2am. Checked in and was given our room keys. Upon entering the room, I place some belongings on the dresser where I immediately noticed what I assume was a "food" stain on the wall. I also noticed the hotel information sheet had been crumbled--just not a new sheet of paper. The bed was made but not in the "hotel" kind of way that we were used to where it was perfectly straightened and tucked. All these signs made me question how well the room as cleaned. When I entered the bathroom, there were used body towels thrown on the sink area. I looked at the toilet paper and noticed the the end of it hadn't been folding in the usual triangles that it usually is when you first enter a cleaned room. The room was not clean. Definitely not to regular standard let alone Covid-19 guarantee standards! We immediately got our belongings and went back to the front desk and asked for a different cleaned room. We were told that all rooms were book and none were available. We were not offered any type of resolution nor empathy for the situation. By this time it is 3 am. We were forced to call surrounding hotels for open vacancy. We finally found one on the opposite side of town. The next morning, I called the Marriott to formally issue my complaint and get a refund - since we were told by the man at the front desk that he didn't know how to issue a refund while we were there. I spoke with Natalie, the acting manager that morning. When I introduced myself she immediately stated that she had refunded me. She didn't take the time to listen and at one point expressed frustration towards me as if any of this unfortunate situation was my fault. I asked who I could talk to about this experience and she stated I could call back on Monday and speak with the General manager named John. I called back on Monday. Natalie answered again. I asked for the GM and she stated he wasn't in yet that morning and she asked if there was something she could help me with. I told her no, and that I had already spoken with her on Saturday and gave her my name. Again, with unjustified attitude she told me "I already refunded you!" I let her know I had more to address and asked her to have him call me. He has yet to call. Natalie never once tried to "hear" me. She never took the time to have empathy for what we had experienced at no fault of our own. Never allowed me to speak. This was by far the worst experience I've ever had with a hotel and its staff. We have stayed at this establishment more than a dozen times for its cleanliness and hospitality. We were and are very...

I have stayed at a few Courtyards. The photos online made this one look really nice and clean and possibly recently remodeled.

Let's start with the positives! The lovely lady who checked me in was super nice and very helpful. I would post her name and give her all the kudos, but I know that some establishments frown on that. If the hotel sees this, you know how to find her. I hope you will give her some recognition.

Back to the story: She checks me in and we have a very nice banter and I head off to my room. The lobby is clean and so are the surrounding areas. The place does smell clean, but you do get the sense that it is an older building.

The hallways are a little dark and have a unique smell. Not a dank or off-putting smell. Its the kind of smell that you know is there to cover up some other smell (I think it could have been someone's Vape too, but there is no really way to tell).

I entered my room and could smell a very light perfume. I place my luggage on the bed and start my usual hotel sweep (I basically live in hotels most of the year d/t work). The bed is made and trash is empty (minor but still positive). I head to the bathroom and thats when I notice the plastic bag on the smoke detector. Thats when I realized what the perfume was. It was definitely Vape and whoever was in the room covered the detector as to not set it off (See pictures).

I head to the bathroom and notice the odd greasy handprint on the wall (see photo).

I go into the bathroom and see several other items that were alarming.

Urine on the floor and toilet Hair, stains and damage in the shower Heavy hard water buildup on the shower head. (See photos)

I call it good and go downstairs to change rooms. Again the lady was very nice and helpful to change rooms. She even went to extra mile to adjust the room rate and gave me a food credit (I did tell her that it was not necessary and that I was not mad/upset. BUT SHE INSISTED! this was very nice of her. 5 stars to her!).

I went to the new room and it was much much cleaner. The shower head still has heavy water buildup, but that is something that can be hard to control.

Last 8 photos are in the new room.

Service: 5+ stars Lobby cleanliness: 4 stars Walkways/hallways: 3 stars Room 726: 1 star Current room: 2 stars

Update: spent the night. Woke up and noticed more things to mention. Shower glass wall leaks Shower head sprays in all directions Walls have damage Windows are old and drafty and have condensation build up Office chair...