Courtyard by Marriott San Antonio Downtown/Market Square — Hotel in San Antonio

I am writing to share my incredibly disappointing experience during my recent visit to Property on 2/18/24. The service I received from both the front desk agent, Becky, and the security guard, Amon Kathy, was far below the standards I expected from Marriott.

Upon arrival, I presented my mother’s ID and credit card for a reservation she had made, as she is currently in the hospital. The front desk agent, Becky, informed me that the Wi-Fi was down and that everything was being handled manually. After some time, she mentioned that she couldn’t locate the reservation but later acknowledged finding it. However, she claimed that because the reservation was booked using points, I couldn’t check in under my mother’s name. I explained that my mother was on the phone with me and had authorized me to check in on her behalf.

Despite my mother being on speakerphone and clearly authorizing my check-in, Becky’s tone became increasingly loud and unprofessional. My mother, who was on the phone, asked why Becky was raising her voice, and Becky responded by saying she was on speakerphone. To my shock, Becky then physically grabbed my phone out of my hand without my consent while my mother was still on the line. This behavior was highly inappropriate, invasive, and aggressive.

Becky also gave me misleading information, claiming that Marriott’s policy would not allow me to check in under my mother’s reservation, even though I had been assured by Marriott’s customer service later on that I should have been given the option to check in via the app or offered another solution due to the system issues. Furthermore, Becky insisted that for the last four years of her working there, it was impossible to add someone to a reservation for check-in, which is false information. This left me feeling frustrated and confused, as I was misinformed and not offered reasonable alternatives.

The situation escalated further when security guard Amon Kathy, who was not involved in the conversation, decided to step in. I calmly asked him not to get involved, as the issue was between me and the front desk. Despite my request, he insisted on interjecting and then threatened to have me removed from the property. He told Becky to call the non-emergency line, even though I was never disruptive or belligerent. As I was leaving the property, I felt even more harassed when Amon Kathy stood outside near my car, making me feel uncomfortable and unsafe. There was no reason for this behavior to escalate to this point.

I am extremely disappointed by the lack of professionalism and courtesy from both Becky and Amon. This experience was both stressful and unsettling, and I believe it reflects poorly on Marriott’s reputation. The misinformation, rude behavior, and unwarranted escalation created a highly negative experience that should never have occurred.

I would appreciate it if Marriott looked into this matter and took the necessary steps to ensure that staff is trained to handle situations like this with respect, courtesy, and accuracy. I was misinformed, disrespected, and harassed during my interaction with your employees, and I am extremely dissatisfied with how the situation was handled.

I expect better from a brand that is carrying Marriott name., and I hope this review will help improve future guest experiences at...

OVERALL COMMENT: if you’re a business traveler looking for a nice place to stay, this place is nice. Nice rooms, nice lobby, a sunny courtyard and plenty of parking. Close to Downtown/Riverwalk. Just don’t come with an EV.

As one who has worked in consumer focused companies my entire career, the most important thing to focus on is delivering on consumer expectations and, if you’re really good, over delivering on those expectations. I placed my reservation for a King room six weeks prior to my stay. When I checked in they gave me a double room. I went back to the front desk and noted my preference. They placed me in a differently-abled room. I did not ask for, nor expected to or assumed that I’d be given a differently-abled room. If first impressions are truly lasting, well, this room didn’t make a great first impression. It wasn’t just the low set accommodations. The room looked like it hadn’t been renovated in over a decade. The tub looked like it had been painted over and was peeling near the wall. They eventually moved me to a new room, a minor inconvenience and my second move, but an inconvenience nonetheless the less.

If a customer orders a specific set of accommodations six weeks in advance, I see no reason why you can’t meet those accommodations. The room was available at the time the reservation, it should have been available at check in, and I shouldn’t have had to change rooms twice. I also think any differently-abled individual would be insulted by the accommodations in the differently-abled rooms if they saw what the base accommodations look like. The base rooms are pleasant enough for the average business or someone who wants basic accommodations. They’re actually nice and are a significant upgrade versus the differently-abled rooms. Finally, if you’re traveling in and get a rental car, don’t get an EV. They don’t have charging stations. There is one about a five minute walk from the hotel at DTC Garage, 501 W César E Chávez Blvd, San Antonio, TX 78207. (Note, I didn’t reserve an EV six weeks ago either, so this entire experience has been frustrating. See my Avis San Antonio Airport review on that debacle).

All that being said, if you’re a business traveler looking for a nice place to stay, this place is nice. Nice rooms, nice lobby, a sunny courtyard and plenty of parking. Just don’t...

First let me address, the location and food at the hotel was amazing, however, the service, room, and staff were horrible. I am very accustomed to Marriott Hotels, so we chose this hotel for our first family vacation. Upon arrival on March 10th at 3:00pm the 3 rooms were not ready. We were told an additional hour which was fine but as I was standing at the desk checking in with one rep, another rep sold a room that was assigned to me. He offered me another room & I accepted. On the second night someone had a key to one of my rooms and walked in on my children sleeping at 10:30 at night. A rep called the room and told them they were not supposed to be in the room because it was vacant in their system. I had to go to the desk and explained that I had paid for 3 rooms for 2 nights. I asked that the manager contact me first thing in the morning because there was no manager on duty. The staff failed to apologize and handled the incident inappropriately. They literally accused my family of theft of services, then blamed it on a system "glich" after they looked into the issue. Let me state, the staff should have looked into the system and figured out this issue was their fault PRIOR to contacting my sons' room. I wanted to address that with the manager along with the security issue. The manager never contacted me. Upon check out room 254 was removed from the bill, however, The manager still never contacted me, nor addressed my concerns. Upon checking my credit card statement after the fact, I was charged a no show fee, (when I again arrived an hour early and that room was sold). This was the first family vacation that our family had taken and we chose to stay in this hotel. This was not a good selection. The rooms were not cleaned thoroughly. There was a dirty sheet in the bed in room 224 and the trash was not removed from the room. One of the beds in room 362 was not made and trash was never removed. I would NOT advise this...