Sky Rock Sedona, a Tribute Portfolio Hotel — Hotel in Sedona

I am writing to formally express my disappointment regarding my recent stay an interaction with the manager, Rita . As a new Marriott Bonvoy member and someone with experience in the hospitality industry, I understand the importance of professionalism, customer service, and ensuring guests feel valued. Unfortunately, my experience at this location was far from the standard I have come to expect from Marriott properties.

Upon check-in, I was disappointed that I did not receive the room I had expected. While the manager, Rita, did explain that the hotel was at capacity and that specific room types must be booked in advance for a guarantee, her overall demeanor was dismissive and unprofessional. I have stayed at multiple Marriott locations and have often received accommodations, particularly for special occasions. When I inquired about this for my mother’s birthday, I was abruptly told that they do not offer such things, despite having received similar gestures from other Marriott properties—including this exact location on my first visit when there was no special occasion.

Throughout our interaction, Rita frequently cut me off, spoke over me, and showed clear frustration, including sighing loudly as I walked away. While I cannot say for certain, I could not help but feel as though I was being treated differently as a person of color. Regardless, I expected a level of professionalism and customer care that simply was not provided.

The experience only worsened when I entered my room, which was clearly not cleaned properly. There was dried blood on the bathroom door, hair on the floor, food residue on the counter, and stains near the trash that also appeared to be blood. This is not only unacceptable but also a health hazard. When I called the front desk to report this, I was once again met with dismissiveness and was told that all rooms are checked before guests arrive—implying that my concerns were invalid.

When I went back to the front desk to speak with Rita again, she reiterated that the hotel was at capacity and offered me a refund only if I left the establishment to find another hotel, which was not a reasonable solution given that I had just driven two hours and it was already 9 PM. She did not offer to help me find another hotel, nor did she offer a refund as an accommodation for the unacceptable condition of my room. It is standard in the hospitality industry to provide some form of compensation, whether that be a refund for one night, Bonvoy points, or another goodwill gesture, particularly in a situation as serious as this. Instead, I was given only a waived parking fee.

I find it extremely disappointing that I was met with such lack of care from the manager while the housekeeping staff, who saw the condition of my room firsthand, was far more apologetic and understanding And mentioned that this was not their standard. I will give Holly a compliment. She was very empathetic, kind, and professional, and Cleaned the stains off the door, wall and table. Marriott has always been a trusted brand for me, but this experience has made me question whether my loyalty is valued.

I would appreciate a response regarding how this matter will be addressed. Given the circumstances, I expect Marriott to uphold its commitment to customer service and guest satisfaction.

Below are some of the photos not all of them Due to...

This is the first review I have ever written a r review but I feel like potential guests should be prepared for what they are about to pay for.|-Pros- the property is in an excellent location (but many places there share the same view) and is designed nicely. Very nice lobby and dining area. Some complimentary nightly events that were enjoyable. Room seemed clean.||-Cons- like a previous review left by another person, a good hotel should have excellent customer service. This hotel was lacking and I wish I could give it a 0/5. For the amount people are paying, you would think they would try to hold high standards in helping their guests. I wasted so much of my relaxation and vacation time trying to fix things wrong with the room I was put in. The front desk was so slow in helping people and once you arrived to the front of the line, both ladies that work up there are in total DEFENSE mode! They just seem to totally hate their jobs… They act like you are attacking them by simply saying my TV and coffee maker didn’t work. Their response to me and the customer that complained before me is, “sorry I don’t have the access to do that for you, you need to speak with a manager!” And no managers in sight. Also, I chose the highest priced room for a special event and they gave me a room that didn’t even match the photos on the website! I got the knock off of that room because it’s a corner unit. If you are given #306 be prepared to be let down! The coffee maker was never replaced, the tv was never replaced and they “supposedly” could not switch me rooms. Even tho 43 rooms checked out the next day, they would not give me another room. The middle aged Brunette lady told me management would contact me… never happened… after going to the front desk 3 different times in one day, looking for a manager, I just gave up. Supposedly managers are not in at set hours. That is what I was told. How is that possible??? They did send a property engineer in during the night and he said the tv was broken and I should be compensated for that first night. Nope, never happened and the next day no one came with a new tv. In the winter it gets dark early and we just wanted to relax with some tv. It was so irritating. Also, house keeping on one of the days showed up at 4pm. We were out all day and just got back and had to change for a dinner reservation. I was told they had to do that room at that time so we had to get dressed in the car. Very odd they couldn’t come back in an hour. Again, lacking of customer service. Another con was the blinking light in the room! We covered it with a towel, we could not sleep. It’s so bright you can see it with your eyes closed. Lastly, this is on behalf of the design of the hotel. There is an awesome balcony view from any room, but the wall is solid! So if you aren’t tall you are staring at the wall as you sit and relax near the fire pits. Very odd and ruins the view. ||Overall, it’s over priced for the service you get. Unless you get the exact room you expected and everything works fine then you may have a great stay! But if anything is wrong, don’t expect them to...

This is the first review I have ever written a r review but I feel like potential guests should be prepared for what they are about to pay for. -Pros- the property is in an excellent location (but many places there share the same view) and is designed nicely. Very nice lobby and dining area. Some complimentary nightly events that were enjoyable. Room seemed clean.

-Cons- like a previous review left by another person, a good hotel should have excellent customer service. This hotel was lacking and I wish I could give it a 0/5. For the amount people are paying, you would think they would try to hold high standards in helping their guests. I wasted so much of my relaxation and vacation time trying to fix things wrong with the room I was put in. The front desk was so slow in helping people and once you arrived to the front of the line, both ladies that work up there are in total DEFENSE mode! They just seem to totally hate their jobs… They act like you are attacking them by simply saying my TV and coffee maker didn’t work. Their response to me and the customer that complained before me is, “sorry I don’t have the access to do that for you, you need to speak with a manager!” And no managers in sight. Also, I chose the highest priced room for a special event and they gave me a room that didn’t even match the photos on the website! I got the knock off of that room because it’s a corner unit. If you are given #306 be prepared to be let down! The coffee maker was never replaced, the tv was never replaced and they “supposedly” could not switch me rooms. Even tho 43 rooms checked out the next day, they would not give me another room. The middle aged Brunette lady told me management would contact me… never happened… after going to the front desk 3 different times in one day, looking for a manager, I just gave up. Supposedly managers are not in at set hours. That is what I was told. How is that possible??? They did send a property engineer in during the night and he said the tv was broken and I should be compensated for that first night. Nope, never happened and the next day no one came with a new tv. In the winter it gets dark early and we just wanted to relax with some tv. It was so irritating. Also, house keeping on one of the days showed up at 4pm. We were out all day and just got back and had to change for a dinner reservation. I was told they had to do that room at that time so we had to get dressed in the car. Very odd they couldn’t come back in an hour. Again, lacking of customer service. Another con was the blinking light in the room! We covered it with a towel, we could not sleep. It’s so bright you can see it with your eyes closed. Lastly, this is on behalf of the design of the hotel. There is an awesome balcony view from any room, but the wall is solid! So if you aren’t tall you are staring at the wall as you sit and relax near the fire pits. Very odd and ruins the view.

Overall, it’s over priced for the service you get. Unless you get the exact room you expected and everything works fine then you may have a great stay! But if anything is wrong, don’t expect them to...