Courtyard by Marriott Jackson Airport/Pearl — Hotel in Pearl

We were in town for Dixie Nationals. We have used this hotel in the past. This visit was pre-booked. I came in on Saturday at 3 to check-in to our room and unload our things before heading back to the show barn. I checked in swiped my card and was given keys to the room. About 15 minutes after being in the room front desk called. They said they needed the phone number to booking.com to get more info on my reservation. I found this strange. I told them I would try to look for the number but I have never had issues using booking.com. And the reservation I had booking didn’t not process my card. The hotel would/did. I checked my bank account and saw there was the authorization hold (which I know is normal). We headed back out and we were stopped by the front desk and asked for my confirmation number from booking. I provided it. Hours later, we returned to the hotel, we were stopped again by front desk. They requested I swipe my card again. The card which was with my husband who had driven home that night (over two hours away). I explain that he has it from using it earlier. They then tell me they had cancelled my room. And were refunding what was charged to my card. When I asked why my room was cancelled after $xxx was charged to my card, I was checked in, given keys to my room and had all of our belongings in the room. No one had answers. They claimed my card was declined. It was not. I had mobile bank statements to show. And if that was the case why did they check me in to begin with. After sitting in the lobby and being pushed to the side to wait on other customers, constantly putting my husband who was on the phone trying to figure out what was going on and my two young kids (who were very tired were to their breaking point). I told the lady I just wanted to get my stuff and leave. I had over a 2 hour drive ahead of me to get home. She told me I could NOT get my stuff. My keys would not work. I would have to pay for the night to stay. Meaning our belongings were locked upstairs and I couldn’t get them. I told her I was not paying for a night when they had already taken out $xxx and then took it upon themselves to cancel my room after I was checked in. I was finally allowed to go get my things. I was told to go start getting them and someone would be up behind me! In the time I was up stairs repacking, my husband had been on the phone. The hotel had agreed to “let us stay”and “figure it out in the morning”. The next morning I checked our mobile banking to find not only $xxx but an additional $2xx and $2x charge to our card. I called my husband to have him look before contacting front desk. That night before and the next morning we couldn’t be put in touch with a manager until numerous phone calls were made. Then, we were told our card was declined. Again, not the case. We had 3 charges from the hotel. The front desk THEN said they saw it WAS processed. I am still not sure what the issue was. I got our stuff and checked out. I was told that everything but $127.XX would be refunded. And now waiting to see IF and what is refunded.. it was an awful experience. Will never use this...

I had a very unpleasant experience with Courtyard by Marriott Jackson Airport. I have been unable to get a return phone call from the southern hospitality services (the Hotel owner). I have reached out by phone, email & Facebook with no response. Seems you can't go higher than the hotel manager.

My family and I had booked 2 rooms at the Courtyard by Marriott Jackson Airport on December 25, 2015. There were major storms between Natchez and Jackson that night. We were on our way to Jackson and had to turn around and go back to Natchez due to tornadoes. I immediately called the hotel to explain our situation, and was told there was nothing they could do to help me. I called the next morning and spoke to Ms. Buckley, the manager, who informed me that it was an advance purchase therefore there was nothing she would do to help me. I understand that there are policies in place. As a business owner, I also realize that sometimes there are extenuating circumstances, and good customer service recognizes these circumstances. I could not travel & put my children & elderly mother in harm’s way.

I read on their website that their mission is to provide the best lodging experience. Unfortunately they did not provide the best experience this time. Not only was it not the best experience, but I was met with rudeness and inflexibility from the hotel manager. I would not recommend this hotel because of their rigid policy & inflexibility of...

Bad customer service! For business, I made a reservation this hotel for 6/22/2017. Unfortunately, due to Tropical Storm Cindy, which created a lot of flooding and made it too dangerous for travel, I had to cancel my reservation. On the day of my reservation at 3:30 in the afternoon, when there was so much flooding and no conceivable ability to travel safely, I called the hotel to inform them that I had to cancel due to the hazardous conditions, and was told that I would be contacted by the General Manager to discuss the cancellation.

The General Manager never called. They charged my credit card for the cancellation. When I contacted the agency that I booked the reservation under, the agent on the phone contacted this hotel to discuss the charge. The General Manager would not budge and told the person helping me that there were no exclusions for weather. Further more, when I called simply to ask for a receipt, the lady on the phone was exceptionally rude. I asked if she could e-mail me the receipt, and she said that she could only send it by fax or mail...

In two weeks I will be re-booking my trip to Jackson, but instead of staying one night, I will be staying 4 nights. And every 2 months after, I will be staying in Jackson, MS for 3-4 nights at a time. So instead of staying at this hotel, I am writing this negative review, because they deserve it. They are a great example of how "Your systems can make...