Courtyard by Marriott Waldorf — Hotel in Waldorf

Boy how things have changed. In the 90's and 2000 I had traveled a lot with my company and always enjoyed staying at the Courtyard when I could. It has always been clean and friendly with good service and staff ready to bend backwards to assist the weary travelers and make it a good stay with competitive pricing.||As I said things have changed, the rooms are still clean but it all stops there. ||On April 26 I had planned an overnight stay in Waldorf Maryland so I chose the Courtyard on Crain Highway. It appeared to be as clean as I always remembered it. When I parked and went in to the front desk, at approximately 1:15, there were 5 irritated customers ahead of me. I should have picked up on that and left, but I was tired and thought I knew how Courtyard was, was I surprised. It seems that the one woman that was at the desk had to make frequent calls to someone about her various duties, including trying to find a clean room for the guests. I am not sure who she called but it didn't help much. About 2 she left the desk, leaving all of us waiting to get a room. She got back about 230 and was very slow attending to the guest she had left at the desk. She finally got them a room and started with the next guest for maybe 15 to 20 minutes or more checking them in. Finally a man showed up who seemed to know what he was doing. Serving the next guest he had to leave to verify a room was cleaned. When he got back, the woman stood back while he took over then started helping again. When it came to my turn and they started checking me in, they found out I didn't have a reservation so I could not get a room. I told them that I had been there for over two hours waiting they just said sorry we are booked.||I stepped aside and signed in online and made a reservation, again I should have left as it went downhill after that with more issues. Getting the reservation online cost me 279 for a 179 room. I did not notice that till I was checked in. I ask, as I was checking in, if they credit air miles with Delta or American Air he barked NO. I then asked if they accept military discounts, he said no, I asked about AAA or AARP, he said no because booking online he could not change or refund anything and besides I got the best price for coming in on a Saturday when prices are typically higher. I said online the price said 179 to that he didn't respond so I told him to expect a negative review. He said here is your room key and that was all.||My room was up to par for the Courtyard. It was clean and fresh, as it should have been. I think this was the best part of the whole transaction.||In the morning I found out there was no continental breakfast. Coffee, outside the room was 5.00. Wow I just checked out and went to IHOP.||Well, lesson learned. I should have known all things changed and when those customers that were irritated because the woman was slow and seemed unsure along the long wait I should have went to Residence Inn rather than wait over 2 hours to be told no reservation no...

Boy how things have changed. In the 90's and 2000 I had traveled a lot with my company and always enjoyed staying at the Courtyard when I could. It has always been clean and friendly with good service and staff ready to bend backwards to assist the weary travelers and make it a good stay with competitive pricing.

As I said things have changed, the rooms are still clean but it all stops there.

On April 26 I had planned an overnight stay in Waldorf Maryland so I chose the Courtyard on Crain Highway. It appeared to be as clean as I always remembered it. When I parked and went in to the front desk, at approximately 1:15, there were 5 irritated customers ahead of me. I should have picked up on that and left, but I was tired and thought I knew how Courtyard was, was I surprised. It seems that the one woman that was at the desk had to make frequent calls to someone about her various duties, including trying to find a clean room for the guests. I am not sure who she called but it didn't help much. About 2 she left the desk, leaving all of us waiting to get a room. She got back about 230 and was very slow attending to the guest she had left at the desk. She finally got them a room and started with the next guest for maybe 15 to 20 minutes or more checking them in. Finally a man showed up who seemed to know what he was doing. Serving the next guest he had to leave to verify a room was cleaned. When he got back, the woman stood back while he took over then started helping again. When it came to my turn and they started checking me in, they found out I didn't have a reservation so I could not get a room. I told them that I had been there for over two hours waiting they just said sorry we are booked.

I stepped aside and signed in online and made a reservation, again I should have left as it went downhill after that with more issues. Getting the reservation online cost me 279 for a 179 room. I did not notice that till I was checked in. I ask, as I was checking in, if they credit air miles with Delta or American Air he barked NO. I then asked if they accept military discounts, he said no, I asked about AAA or AARP, he said no because booking online he could not change or refund anything and besides I got the best price for coming in on a Saturday when prices are typically higher. I said online the price said 179 to that he didn't respond so I told him to expect a negative review. He said here is your room key and that was all.

My room was up to par for the Courtyard. It was clean and fresh, as it should have been. I think this was the best part of the whole transaction.

In the morning I found out there was no continental breakfast. Coffee, outside the room was 5.00. Wow I just checked out and went to IHOP.

Well, lesson learned. I should have known all things changed and when those customers that were irritated because the woman was slow and seemed unsure along the long wait I should have went to Residence Inn rather than wait over 2 hours to be told no reservation no...

This was the most horrific stay at a Marriott I have ever had. I made a reservation and when I arrived at the hotel along with 4 others no rooms were available. The front desk associates tried to contact the supposed front desk manager named Tyrellbecause they were told they can't make decisions when it concerns a guest. So for three hours we sat in the lobby waiting on him. We called corporate and after another hour a room appears. There was a family with a new born child who was waiting with us but not with us so we decided that they needed the room first. This Tyrell individual still has not shown up. So we call back to corporate and a room mysteriously shows up. The room was not clean and I have never stayed at a Marriott where a manager was not on duty. The front desk staff was completely lost without the proper training and supervisor I'm use to experiencing by staying at a Marriott. So, the next morning I went to the front desk after I received my bill to dispute it. Because I was told by cooperate that my room would be taken care of and I wouldn't be charged. The lady at the front desk again made calls to the manager and it got no where and all she could do was take my number and apologize. This manager is not Marriott quality nor should he have ever been promoted to that position. And whomever hired him should be fired as well. I was so annoyed that I left and came back home. When I got home I called the hotel around 5 different times around 6-7pm. The phone was answered once and I asked to be transferred to customer service and was placed on hold for 15 minutes. So I continued to call back and the phone was picked up and nothing said and I was placed on hold. So finally I found a customer service number and called. The customer service rep had me on hold for about 30 mins trying to get someone on the phone. She kept checking back in with me letting me know what was going on. She said Tyrell who was the manager was not there and their is nothing that they can do because they aren't authorized. I told the customer service rep I need to escalate this and she told me she could transfer me to customer care which should have been done 30 mins ago. Finally I speak to someone who is able to do something and has common sense and doesn't look for a way to not deal with my complaint. Her name was Mrs. Brown and I felt like I was speaking to a intelligent, very well trained Marriott employee who represented the company in a manner that it's known for. I have not been contacted by the Waldorf management since I checked out not do I think I will be. All the years I stayed at Marriott"s as a child and when I was in the Navy and even now and a federal employee I never experienced this type of treatment. I will never stay at Marriott Waldfor again or recommend it to...