Provo Marriott Hotel & Conference Center — Hotel in Provo

I am writing to formally express my disappointment regarding a recent stay at your establishment over Memorial Day weekend, from 5/26 to 5/27. As a frequent guest and local resident, I have previously enjoyed my visits; however, this experience was notably distressing.

Upon check-in, I was warmly welcomed by two staff members, which I appreciated. However, issues arose the following day when I requested that my room service orders be left at the door to maintain privacy during my personal time. Contrary to standard hospitality practices, a staff member questioned this request, labeling it as "odd," and proceeded to insist on entering my room to deliver the order. Despite my polite refusals, this occurred multiple times, making me feel uncomfortable and that my privacy was being disregarded. I was in my undergarments, but I was wearing clothes.

Further concerns were raised when I was informed that subsequent orders would not be delivered due to unspecified "activity" in my room. Given that I was alone, watching television at a capped volume, and causing no disturbances, this rationale seemed unfounded. Attempts to escalate the matter to a manager were unproductive, as I was told the general manager was unavailable due to him "having dinner with his family,"in the hotel.

As a professional in the tech industry who frequently utilizes hotel accommodations, this experience was disheartening and felt discriminatory. I believe that all guests deserve to have their privacy respected and to be treated without bias.

I kindly request a thorough review of this incident and appropriate measures to ensure such situations are not repeated. Additionally, I would appreciate a formal apology and information on any actions taken in response to this complaint.

Responding to your response (5/30/25):

First and foremost, thank you for the apology—I truly appreciate it. I want to acknowledge that, overall, I’ve had positive experiences at this location, and I believe most of the staff are doing a great job.

That said, I do want to clarify a few points. Being asked to show ID is not unusual, and I did not refuse to comply. I opened the door, presented my ID, signed the receipt, and even added a tip.

The issue I had was not with the ID check itself, but rather with the way the situation was handled. The concern seemed to stem from what your team considered “suspicious activity” simply because I chose not to allow the server to enter my room. The server initially asked to come in, and I politely declined. When he returned and asked again—being the same young individual—it raised concerns for me. I again politely refused.

If there had been an issue with the first delivery or any real concern, I believe the second visit should have involved a manager who could clearly communicate what the concern was and help resolve it appropriately.

Thank you for reviewing with your team. For me, this was a holiday and I was enjoying some alone time before the work week. I often visit the bar which was downstairs and have great...

As some of you may know, this location has renovated most or all of its rooms (check with the hotel prior to booking). We booked a featherless king room with a fold out couch for a weekend family stay and were placed in a renovated room. The room measures up to what you would expect from a modern Marriott location-- large flat screen TV, free internet, nice furnishings, incredibly comfortable bed, a fold out couch that can be slept on comfortably, quiet rooms, etc. The location puts you within walking distance of the best that Provo offers. You are also 20-40 minutes from everything worth doing-- from great snow skiing to rock climbing, depending on the season and where you want to go (as a general rule, name what you want, and it is 20 minutes away).

If you get pressed for time and cannot get out for dinner, The Slate restaurant has a limited but rather nice menu (the mountain trout on a plank or in a salad is a very safe bet). If you desire a traditional dessert with some zing, boldly go for the peach cobbler. They add a healthy dose of ginger, which adds a definitive punch to things and uniquely compliments the other ingredients. If you have a hungry family, the Sunday breakfast buffet is worth a considering. Most of the items are familiar to what you see in any business hotel, including self made waffles. But, there is a magnificent amount of fresh cut fruit and a chef to make spectacular custom omletes to your specifications.

In the past, my business required travel domestically and internationally almost every week of the year. During that time, I routinely stayed in a multitude of hotels and would always evaluate the stand-outs on whether they were candidates to return to with my family. Unfortunately, while most "stand-outs" had excellent staff, most of the unique hotels I found were either too formal or so completely business focused that they were inappropriate for family travel.

What can definitively be stated is that even though this hotel's name sounds business oriented, "Provo Marriott Hotel & Conference Center", it succeeds remarkably well at being a hotel that can service a broad spectrum of sojourners' needs due to an exceptional combination of property features and staff capabilities. Whether you are considering a family weekend, business stay, ski outing, or anything else, if your key criteria includes a high quality room, service without excuses, and excellent location, then perhaps try the...

Currently staying on property. 1st night, nothing went right. Upon check in we came to room, dropped luggage and went to concierge. Only drinks and cookies available. This sadly was the highlight of our 1st night. Service in concierge lounge was fantastic. Came back to room unpacked and noticed a blood like substance splattered on wall. We called front desk. Emailed with front desk manager. Must have the "throw away" room in the hotel. Room next to stairwell people coming and going all night very loud door outside room which kept us up all night. We asked to move to presidential suite next door and pay for upgrade. It was taken. Was offered 10,000 points for inconvenience. We are paying over 200 a night for this room. On website both an indoor and outdoor pool are advertised. Nothing noting that outdoor pool is closed is posted. Went to indoor pool. Simple square pool. Would have chosen completely different hotel or just have driven back to forth from SLC for convention if we knew these things. Again only compe station offered was 10k in points from Jeffrey, when I spoke with Manager Liz, she cut offer to 5k in points and some credit on bill. Too be honest. It's just not been a great day 1. Hopefully day 2 will be better but not hopeful. Have decided at this point to just grin and bear it as it doesn't seem like our issues were really that concerning to this property. I will say folks are nice, but don't seem to have experience dealing with concerns to make a guest feel like their experience is of importance. I will update on day 2 and if there are any changes to our stay. If I was able to post pictures and videos of these issues I would. We are a binvoy members and have lifetime status and try to stay with Marriott as much as we can, but this has left us with a little bitter taste from a hotel 30 miles from our home. Also pictures of room are not indicative of what was in room. The pics on website show a microwave and different style of couch/pullout. There is no microwave and sofa is more updated but is a weired...