Seattle Airport Marriott — Hotel in SeaTac

Upon check in there was a lot of confusion on the staffs end on how to work their computer. We go to park the vehicle and the key card didn't work for parking lot entry, we had to revisit the front desk to get new cards and as a family of four with the bags and two small children the trip back to the front was an inconvenience. We asked for directions to the room and received directions only to find upstairs that we were on the opposite side of the floor and had to walk all the way around. Once we entered the room we found other people's hair in the shower, no hand soap or lotion in the bathroom, the bed lights didn't work on one of them and none of the additional requests we made for towels and pillows were fulfilled. We spent the full day out of the room, came back around 10:00 only or find that they lock all of the exterior entrances except the main one after 5:00pm. I understand the safety reasons of why this is done but it's important to note that there isn't a walkway all the way around the hotel so with the way parking is set up if you don't get a spot in the front you are literally walking IN THE DRIVEWAY of the parking lot to make it to the front entrance, around turns and in condensed straight aways while people are zooming through quickly. Saturday morning we had brunch plans to meet family at the restaurant downstairs. As we were getting moving I went to use the restroom and after finishing tried to flush the toilet and nothing. I hurried to the front desk because I have a small child who needed to use the facilities. I told the woman about the toilet not working to which she said she would "let maintenance know" and asked if I knew they had breakfast until 10:30. I asked for an ETA and explained that my child needed to use the restroom and she stated "I don't know, I will tell maintenance". I asked to speak with a manager, she went to the back to get someone only to return minutes later and say there was no manager there. I asked for a supervisor, she said there wasn't one of those there either and she would just have to tell them about it when they got in. I asked for another restroom and she told me I could find one near the restroom in the first floor. We were staying on the fourth floor. I went back to my room to contact AMEX platinum card services since that is who I made my reservation through and they connected me to Marriott Elite Services since I have Marriott Bonvoy Gold Elite and a supervisor of the guest services on the phone had to put a call in and rush maintenance getting to my room. The people who work IN the building ONSITE did nothing to help the situation. The maintenance man came and confirmed the toilet did not work and there was no fix for it and didn't provide a solution. I called down to the front desk and Vivian answered and I let her know the situation with the toilet and she just sat in the phone. I had to request to be moved to another room and let her know this was my worst hotel stay experience and she let me know I had access to their concierge lounge?!!! She tried to move us to a different floor, I requested that we stay as close to the current room as possible for convenience. Everything just worked in this room and it really showed how terrible the first room was. The inconvenience caused us to run over in time, I had to cancel the brunch reservation because breakfast was ending, we had to find a new place to fit our brunch of 9 and it just pushed the whole days events backwards not leaving us time to do everything we had planned and we flew out the next day, which is today. I don't suggest Marriott Bonvoy because even in gold elite status the treatment is terrible. Hopefully this saves someone the inconvenience...

I have stayed at Marriott hotels for almost 15 years now , and have stayed at Courtyard all the way to St Regis. This is the only time where I experienced blatant racism towards me both both hotel staff in any hotels, and anytime in my life. I am being polite in this review with my wordings, which in no way do what I experienced yesterday morning justice. ||I arrived the hotel in the evening for an overnight stay before a connecting international flight. The hotel is lovely; it immediately became one of my favorite Marriott hotel designs of all time and the evening crew is welcoming and professional. The staff at the executive lounge is top tier in both hospitality and manners; they greet every single customer, show them to the amenities and make them feel at home.||However, the experience with the morning crew is quite literally, night and day. I went to the lobby restaurant for breakfast and was immediately given a sour face and cold shoulders by the restaurant usher. She deliberately led me to a seat that the waiters would be difficult to spot; this decision would later cause much grievance for two people (and more, given this post is public). I had put down the menu in five minutes but nobody came to me until 25 mins later. A white male waiter stood idly by the cash register, was well aware that I had completed my selection but would not come to me. All three members of the restaurant staff I exchanged glance or interacted with made me feel like it was wrong that I bring myself to their restaurant, that my being there was incorrect in their eyes. The 25 min delay almost caused me to miss my flight, made me have no time to visit the business lounge or claim mileage. By the time it became too late for me the meal was still not brought to|me. This was 45 mins after I set foot in the restaurant. So I told the waitress who took my order that I need to leave. She immediately made it clear to me that it was MY FAULT all the way, and that I was plainly, a bad person. She made me sign and pay for the food which I had no time to eat, and which was packed hastily in a box and was clearly not cooked well.||After this it got worse. On return to my room I complimented to a random staff I meet on the hotel’s design and classic flair. She appeared to be offended. What on earth are you doing with your management that your staff is resentful when hearing compliments about their OWN HOTEL?||The woman at checkout sulked liked everybody owed her money and glared at me. She did not follow standard Marriott check out procedures, did not ask me for feedback on my stay, was curt and incredibly rude. These descriptions are me being polite, as the real experience felt much worse.||The behavior exhibited by the morning staff is more like something one would expect from an extremely secluded in-land town, and certainly not Marriott.||For those who read until this line, thank you for your time. The hotel’s design and the (other) crew are excellent. I will leave it up to you to decide whether to stay here...

Our recent stay here started off on a great note. Check-in was smooth and we made sure to specifically let the agent know we would only be parking on the property for 2/3 days of our stay, the first night being excluded. The second day when attempting to enter the parking lot our room keys were not working. Another worker noticed our struggles and promptly assisted us when we drove up to the front of the hotel. He was kind and apologized for any inconvenience and quietly asked if one of the current desk workers were ones that checked us in, I looked at the desk agents and said yes, then he explained that they were new and probably did it wrong. I was not bothered by the parking issues in the slightest and appreciated his help. I understand being new to a job can be hard at first.

The positive experience took a turn at checkout. I noticed we were incorrectly charged for parking for all 3 nights instead of just the 2. I approached the front desk agent (Kayla) who just finished telling a pilot he better start walking to the airport (in the rain) because "the shuttle wouldn't be here in time", she seemed annoyed so I didn't want to annoy her more and patiently waited for her to finish typing on the computer before I spoke. I wasn't sure what information she needed from me to pull me up so I began telling her my name, she annoyingly said "whats the problem" cutting me off as I was telling her my name and pulling out my drivers license. I explained that I was charged incorrectly for parking and wanted to know what I needed to do. In her annoyed tone said "I need your room number not your name" - I understand that hospitality can be a demanding job, but professionalism should always be a priority. Instead of assisting me with my concerns, she was dismissive, short, and visibly annoyed with my questions. She said that our room keys were badged for parking at check in, even though we told the agent we will not be parking there that night - I understand the person who checked us in was new and that mistakes happen. Kayla, could have been apologetic for the mistake and made an effort of reassurance that she will see to it that she gets answers. Simple. But no, she was rude and annoyed to be there and to be helpful. So when I asked if I should call and follow up or if I should wait for an email? She stated "you can do whatever you want" again, in an extremely annoyed tone.

It's disappointing that such a great stay ended on a frustrating note. A little courtesy and effort goes a long way in guest relations, and unfortunately the front desk agent, Kayla left me with a bad taste in my mouth for this hotel. (That is looking past the AC issue in our room and the average food at the hotel restaurant. We did not complain or let any of that bother us. It really was a great stay. Loved the lounge area and the hotel gym was very well equipped. The thing that bothered us the most was rude agents...