Marriott Phoenix Airport — Hotel in Phoenix

Upon check-in, I was greeted by both Jeff and Thom who were gracious, smiling, and genuine. I was a bit disappointed to find out that the Club Lounge is not available. I know it is Covid, but I feel that the Club could still be open at limited capacity. Limited food and drink offerings could be offered that are safe, as well. For example, in other club lounges I have been to during Covid, bottled juices, water, and beer bottles were provided. Also, covered food such as yogurt and granola bars would be an excellent and safe alternative during Covid.

Jeff had also informed me that this is a 'non suite hotel.' This was odd to me being a Marriott and he stated that they do have a 'Hospitality Suite,' but it is cleared out and more of a 'breakout room' for conferences. He said I would not want to pay for an upgrade to this room.

Jeff did place me in a lovely room on the 12th floor overlooking Camelback Mountain. It was a spacious room with a private sitting area where we enjoyed cocktails in the evening in front of the large window. Thank you, Jeff! Thom offered me assistance with bags and to please let him know if I needed anything during my stay, which was very much appreciated.

Food & Beverage was the area I had several issues at. I wish the hotel had a real restaurant open. It appeared to be just a sitting area in the lobby with some outdoor seating. We were disappointed th at only one fire-pit was on and that the bar closed at 9PM on a Saturday evening.

We requested room service the following morning and was informed that room service was not available. This is totally understandable as most hotels are not offering room service during Covid. We actually appreciated they didn't offer it so we don't have someone else in our room.

Patrick (AM Manager) took our order via my mobile app. I appreciated his responsiveness, kindness and caring. However, breakfast was quite disappointing in that the bartender/breakfast attendant forgot both of our orange juices, which she ended up charging us for anyway despite her error. Further, despite our request, she did not provide tabasco or butter. These just seem standard for a pancake and egg breakfast. Later, we later noticed the breakfast attendant had put in 'sugar free' syrup. My partner poured it all over the pancakes and it was particularly bad. (We asked for regular syrup). Patrick quickly rectified the situation and sent us the items. He had excellent phone manners, was polished, and...

From the day we got there at around 1:30am on March 25th it was not good. We had been flying across the country all night and we could not wait to get to the hotel. The staff at the desk was alright. I had asked which floor we were on and he said 3 i asked it he had any higher floor rooms and he haid 9 but it faced the airport so I said 3 would be fine but when we got to the room it was a mess! Pizza boxes and trash cans full, beds not made and used towels on the floor! I was exhausted my kids were exhausted and just when we thought it was finally time to get some rest we walk into that! (I did also take pictures). I went downstairs and asked if that was a joke and he starts laughing and said he didn't know what I ment and j told him the room he sent us to was dirty. He switched our room to the one facing the airport that I didn't want but was desperate for sleep and the whole time he was smiling and the security guy is standing behind me like he was about to do something when I had every right to be upset! I did not curse I raised my voice a bit out of pure frustration but did not yell. The next day I went to the front desk to see if there was another manager to talk to. I asked if he was the manager and he said yes I told him about the kid the night before and our experience he said sorry followed by a brief silence and he asked well what do you want us to do? (At that point I wanted to check out) I said I would like competition told him the kid last night said we could get reward points but never did. I told him I would like a refund for the first night he said fine and at that point I figured we are only at the hotel for a few days and figured that was the worst that could happen... Day 3 rolls around and our room still had not had maid service so I called and asked if it needed to be requested or if it was on different days and the lady at the desk said she was sorry and its only on the 3rd day they clean...I informed her it was our 3rd day! She said she was sorry and that she would put us on the list for the next day and so before we left the hotel we made sure all our stuff was out of the way before we left and no surprise we get back and no maid service! At this point 4 days of towels are stacked in the bathroom and 4 days of trash in our room. I called down seeking answers and clean towels the guys at the desk this time said he was sorry at this point i knew we were checking out the next day so I said we just need towels and...

Where do we start? I asked for an upgrade to a Junior suite and was advised they have no suites at this property, OK fine. We get in the elevator to go up to the room the elevator doors were shudderingand making a loud noise all the way up to our ninth floor. Get into the room and go to put some food in the refrigerator and when I open the door there was nothing but a big hole they had taken out the refrigerator and never bothered to put it back. The room itself was the next room to the elevators, I had to wear earplugs to sleep, very noisy. The amazing part is I am one of their “valued guest“ I can’t imagine what the normal person gets when they stay there.I called down to find out where the business office was so that I can go use the computer and a copy off, was told that they didn’t have A room like that. Even Fairfield and Springhill suites have computer for the guests to use, but not a full service Marriott , go figure? They told me to use the computer in the lobby, I did as I had to run a copy off for work the next morning and they charged me 7.95 to get on the computer. This does not make sense. As I am a platinum member they give me high speed Internet for free, a 1595 value. Then they charge me 795 to use their computer, again what sense does this make?. All the front desk clerk could do was apologize he was helpless as he put it. I did not feel safe in this hotel at all, did not look that clean the room was not that clean and people didn’t wear a mask in the hotel other than the front desk person. I am not paranoid but I do believe in taking precautions as there is a huge Outbreak of Covid in Arizona at this time. Obviously Marriott did not get that memo. There are a lot more negative comments I could make but I haven’t got the time. Suffice to say, do yourself a favor and stay at the Fairfield Inn or Springhill suites or another chain...