Courtyard by Marriott San Juan Miramar — Hotel in San Juan

I retired from the Navy in 2012, my fiancé and I met in Puerto Rico in 2001 when I was deployed after 9/11. Ms. Tirado being a member of the Marriott Rewards Program for years decided to save points, and decided to book this trip as a birthday gift to me. First off, when she booked this trip, through the Marriott Rewards Program Representative, her intentions was to make the trip convenient as possible, knowing her native country. She booked the Courtyard San Juan Miramar and was informed that as a Marriott Rewards Platinum Premier Elite member that breakfast vouchers would be provided by the hotel. When we pulled up to the front entrance of the hotel we observed two men, noticeably they worked as valet attendance for the hotel at a podium by the entrance door, they were engaged in a conversation and never even acknowledged us or looked our way. We removed our luggage from our vehicle and had to approach them to ask questions pertaining to parking and checking in. I observed Ms. Tirado in a slight debate with the hotel clerk, I noticed a manager being summoned, and after a lengthy conversation Ms. Tirado and I headed up stairs to our suite. She explained on our way up that the Manager stated they don't honor vouchers for breakfast, however she honored a voucher for that first morning. The Manager stated if she wanted to contact a Marriott Rewards Representative to see if they would honor the other breakfast expenses for rest of the stay then that would be ok. Ms. Tirado expressed her disappointment; if they didn't have that option for breakfast she would have booked another hotel, because I'm an early riser and I love a good breakfast. Ms. Tirado got on the phone and after a lengthy conversation with Maria from Marriott customer care, she stated that Maria informed her that due to miss information from a Rewards Representative she would send an email and someone from headquarters would contact her. That never happened! The breakfast; I served over 20 years in the military, with two deployments to Iraq under my belt sometimes breakfast was what you created. Without being disrespectful to anyone the breakfast was cold and minimal. Needless to say we did not receive a phone call or email from headquarters the entire time of our stay.I felt sorry for her because she went all out to make this an enjoyable vacation and as her being a member of your Platinum Premier Elite rewards program she didn't receive the courtesy of an email or phone call on...

Our flight was delayed an entire night. We were supposed to arrive in the early hours of the morning (130am). We did not end up arriving until 630am on 10/12. There was a man checking in before me without a reservation and he was given a room at that time to check in for no additional early check in fee. I stepped up to check in and asked if there was anyway to refund my stay from the night prior since we never checked in. The man at the front desk told me he could ask a manager but that it wouldn't be worth it since I had to check in early Saturday morning either way, so I would get charged for the room the night prior. I had legitimately just watched him check someone in without a reservation earlier than me without any issue. I wish I had just not even booked a reservation and walked in. Seems it would have paid off not to have a plan in place.

We also wanted to check out at 12pm, our check out time given by the front desk. I came down to do so around 1130am, while my boyfriend packed our bags upstairs and the lobby was absolute insanity. There had apparently just been a cruise that docked and there were at least 50 suitcases lining the lobby, there were probably about 50 or so people waiting to check in/check out. We went to grab a coffee since we were early checking out anyways and when we got back and got back in line it was 12pm. My boyfriend went upstairs to grab our bags (that we were uncomfortable leaving in the lobby due to the fact that there were already 40/50 bags and we didn't want ours lost/taken by accident by someone else) and our room had been locked. We had to wait for a member from the engineering team to come up to our room and let us in, so we could get our bags to check out.

When checking out, I asked again about not being charged for the Friday night, that we did not stay or check in and they woman told me it didn't matter because I had already booked the night so I had to pay for it.

On top of all of that, our room was i believe room 711 (not positive) but it was directly across from the ice/stairwell/employee door and it was constantly being opened and closed all night/day long. We had a horrible nights sleep due to the noise level.

I then stayed at another Hotel later in the week when I returned from my cruise and the customer service, room quality, overall stay couldn't have been better. It is so disappointing that our first time in PR and first hotel was...

Hello, Bonvoy Customer Care. I am calling to share with you a concern involving an Item stolen from my room while staying at the courtyard Miramar in San Juan, Puerto Rico. I am Gold with you guys and a fan with the chain. Regretfully, on my previous stay, I had a really early flight out and had to check out quite early and I forgot one valuable Item. I left my Diamond Sonic Care Toothbrush in the bathroom and called the front desk after my flight had arrived in Atlanta. I got told to call after 5 pm for a shift swap over with the supervisors. I called back as advised and the staff told me they did not find the toothbrush went it was sitting on the bathroom counter because I used it that morning. The staff then said that they would ask the maids if they had found any items for that room. I called back the next day the staff told me nothing was found. The toothbrush is $229.00 and will work just fine for anyone else that stole it since you can simply replace the brushing heads. I am extremely dissatisfied with the dishonesty by the staff and maids when I know well and clear I traveled with my toothbrush there. I was willing to even to fly back there if it meant me getting my toothbrush back. I am requesting for Bonvoy to replace or pay me for the value of my toothbrush that was stolen by one of your employees. I have a receipt that I can show as proof as I have purchased a replacement today. I have my old receipt from my first purchase and my replacement purchase today. I am also seeking compensation for the way i have been lied to and totally mishandled my requests for assistance by your staff in San Juan. I hope to hear from you soon. Yours truly, A very dissatisfied loyal customer. Response from care : We can certainly understand your disappointment with the result of your claim, Obeth; however, our lost and found department and insurance adjusters have the final responsibility to investigate and determine the outcome of events of this nature, and we support their decision. We recommend that you reply directly to the email sent by the hotel manager for further discuss...