Oshkosh Marriott Waterfront Hotel & Convention Center — Hotel in Oshkosh

My reservation was entered wrong from the get-go, but I did not immediately check the confirmation email because the correct dates had been quoted to me over the phone multiple times. When I finally did check the confirmation email, the hotel had me checking out one day earlier than I was supposed to be. Keep in mind that I was registered to be attending a structured conference in the hotel's attached convention center from Monday through all day Wednesday. I called on the day I was set to check in (Sunday) and they told me the hotel was fully booked but I could be put on a wait list. I trusted this statement and did not ask any further questions. Later on this same day (Sunday), after driving 80 miles from home, I checked into the hotel and inquired about how the "wait list" works. I was then told that she (the girl at reception) would additionally put a "trace" on my name with the wait list so I would be flagged as needing a room as soon as a room became available. She confirmed my phone number and stated I would received a call if/when a room was open. I again trusted this was how the system would operate. She stated I could still check in occasionally if I wanted to.

So the next day (Monday) after my conference ended around 4, I stopped at the front desk and inquire about an open room and stated I had been on a wait list with a trace. A different woman at the front desk indicated to me that there had been a few rooms that had opened since I checked in yesterday but now there was only one that was still available but at a rate of $159. I am a State of Wisconsin employee and required my hotel stay to be at the tax-free, State block rate. She told me she could not extend the State employee rate for the room and I would have to pay full price. I told her I needed to make a phone call to our financial department to make sure that was okay. I went to my room to make the call and then went back to the front desk approximately 15 minutes later. The same woman proceeded to try and book a room for me, looked at the computer in a confused way, and stated she would be right back. Once she came back she informed that a different employee (a male who I believe to have been the manager, because that's the office she had walked into) had just booked a reservation for someone else and she was sorry but there was nothing that could be done about this. I again stressed I had been on a waitlist since days ago and I had trusted the other employee in regard to how the waitlist worked and that the "trace" feature would have alerted any employee that I was next to receive a room. I inquired as to how my situation would not "trump" what had just happened (the manager giving away the room) when I was currently an in-house guest AND attending a structured conference. She again indicated there was nothing that could be done and my scenario did not take precedence despite the hotel making mistakes multiple times. Ultimately I had to check out the next day and call 5 other hotels in the area before I finally found one in a questionable area that actually had a room available. If no other hotel had a room available, my only other option would have been to return home and miss the last day of my conference.

I was very displeased by the lack of customer service that this hotel provided. When you make a wrong, you really should right it when it's in your capacity to do so.

Now the hotel will claim in their response comment that they called me and left a voicemail - the woman at the desk clarified that it was my personal cell phone that was to be contacted and she verified the number. i did not have any missed call or voicemail from the hotel on Monday morning informing me of an open room. If the hotel called any other number, such as my room phone, this would still be a mistake on the hotel's part. I was at a conference, I did not have access to my room phone & also was obviously expecting to be contacted via personal cell phone. There should be procedures that employees know and follow - don't ensure a guest you will do something...

This review specifically has to do mainly with the service I’ve received over Labor Day weekend. We had a large group coming in the past weekend. Three of our rooms were under one persons name. That person was the one who booked our room through third party and whose card was on file. My group arrive to the hotel first. During check in it was difficult to do so. The hotel attendant Danielle, told us we needed the card that was on file, obviously we gave the last four digit to her. She said it was a different card. We called the person who booked our room and they talked over the phone. My sister then put her card on file, because the attendant specifically told us once the person whose card was on file arrived there she would take off our card and put it under that person. When the person got here and talked with the hotel attendant, she told her that since the rooms were already checked in with different cards that she wouldn’t change it. This is what was really upsetting, all three of our group whose name was under that one specific person put their own card on file. Why would the attendant make a promise to take off our card then go back on her word. It was very inconvenient for us, since we already privately paid the person who booked our room. Not only she told us that but she told the other girls under the person as well that she would change the cards. Our group also paid for a convention room for Friday and Saturday. On early Saturday morning, we went down the hall to the convention entrance and it was locked. We talk to Nicole, she told us that it opened at 7 am, that she didn’t have the key because the convention is not part of the hotel. It was upsetting, because that was not what was said in the contract that we were given. Also, it was completely unprofessional because they knew the time we needed the room and how long we needed it beforehand, per contact we received. They did not have the room ready till 7:35, and by that time we couldn’t even use it anymore and had to get ready somewhere else. Later on Saturday, our group checked and compared how much we were charged for. We learned the charges for each person were completely different. For us it was around $603 for one room that was booked like two months ago. One of the people was being charged way more than us which was around $650 for one room. The attendant, Danielle told us we wouldn’t get a refund since we book through a third party, something must have gone wrong through there and told us to contact them. That is perfectly reasonable, but she couldn’t tell us what the extra charges were. Mind you, we booked these rooms about two months ago. The person who booked the rooms told us she has always book with third party before and has never had a problem come up like this. Why are the charges different for each person? The hotel was clean and rooms were nice, but compare to other hotels I don’t think we would ever book with Marriott again. This hotel didn’t have free parking, no free WiFi, and no microwave. Even though it was listed free WiFi through the third party. They might’ve had there information wrong though so not really blaming the hotel. Although we’ve been to many hotels over the past three years, I feel like we could’ve had better amenities at other places with a clean room and with a better reasonable price. The person who booked through third party did contact the third party. She also did try to contact the hotel and nothing has been done from the hotels side.

Response- Respectfully, the reservation was not under my specific name but under my sister’s and the person who initially booked all of our group’s reservations. Again, my review had more to do with the service and unprofessionalism that our group received. Prior to my review, the person could not get in contact for help regarding the issue from the hotel. Someone now has reached out to the...

One of the worst experiences I’ve ever had at a hotel. The room was very overpriced for what you get, no breakfast included. I booked the room to attend my brothers wedding that was 5 minutes away. My wife and I arrived at the room and rushed to get ready, we paid extra for a pet room, our dog was recently neutered so we could not kennel him and everyone that could watch him was at the wedding. Within 5 minutes of arriving in our room, house cleaning (at 4pm) asked to clean . I put on spray deodorant in the bathroom that apparently set off the fire alarm, and we had maintenance pounding on our door within another 5-10 minutes. They accused us of vaping and when we said we didn’t said, “wait I can smell deodorant, did you use an aerosol can?” An incredibly chaotic start for us and our dog. We finally go to the rehearsal dinner and after an hour of being away are told we have to “stop our dog from barking, or else he will be kenneled.” We had so little faith in the hotel and their service that we paid for a two night room and opted to drive home and back from Milwaukee instead of sleeping in the hotel room. This “pet room” was an absolute scam, and I would highly recommend that pet people book an Air B&B instead.

EDIT/Response To GM Daniel

Disappointing response to coincide with a disappointing stay. You're understanding of events in our room is misinformed. Housekeeping arrived at our room less than two minutes from us first entering our rental room. I did use an aerosol spray deodorant that, at the time I was unaware, had set off the fire alarm in our room. To categorize it as "heavy aerosol use," is a stretch but very much inline with the general accusatory tone of your response. I called the front desk to ask if the fire alarm was in response to an actual fire or a false alarm - I was informed that it was a false alarm. In that conversation I was still unaware that my deodorant had triggered the alarm. At that point we had maintenance come and ask if we were vaping, they only thing we could think was that our spray deodorant had tripped the alarm.

I understand that you must have rules in regards to barking when you have pets stay. We have never had an issue with our dog, but were unsurprised with how chaotic our first 10 minutes were at the hotel (repeating knocking, people entering or attempting to enter our room, a fire alarm going off) that he was unable to cope with it. At the end of the day, we felt like we were less valued guests, which is why I wrote the review. By writing a response that was more focused on discrediting us than addressing our concerns, this confirms our general feeling that we are less...