Marriott Hartford/Windsor Airport — Hotel in Windsor

This was my worst experience ever at this property. The restaurant The Reverend needs to be closed until it's fully staffed and until the proper individuals have been hired that have customer service. I went downstairs and asked for two coffees to go. The older gentleman refuse to provide me with plastic silverware, he stated that the restaurant did not have any...okay. That was the first incident. I later went down to order breakfast. I decided to do so because I was in town for a funeral and did not want to be rushing to get ready. We waited over 30 minutes for our food. I had to ask if the food was almost ready. The same older gentleman kept walking by me when I was trying to get his attention. Another guest who was also waiting over 10 minutes for the same older gentleman to return his credit card said to me "maybe you should go to the back and just ask like that other lady just did." That is what I had to do in order to find out about my food. After receiving my food with plastic silverware mind you, Teneice checked me out who lacks customer service to the extreme. She does not ask can she help you, tells you what your total is, nothing. I provided her my personal card and after receiving the receipt saw my bill was $59.58...okay. We get to the room and all of the food was iced cold after waiting over 30 minutes for the food. I called downstairs spoke with Joyce (who was very hospitable) and she called me back to inform me my $59.58 was refunded. I checked my bank account and that's when I noticed Teneice had charged me $59.58 twice and I was only refunded once. I called back downstairs spoke to Teneice directly and she nastily told me she charged me once and she could not refund me my money. I later called my bank (Wells Fargo) after the funeral and spoke with two representatives who both were on the phone with me when I called the hotel back and informed the hotel that they indeed charged me twice and only refunded me once. I received the runaround that this person could not refund me my money I had to speak to someone else. Then another person could not refund me money. Needless to say I never received the other $59.58 that was taken from my account and Wells Fargo proceed with a fraudulent claim so they can start the investigation in order for me to get my money. NEVER again will I stay at this property and the staff is HORRIBLE how they treat their guests and...

I wish I would have read these reviews before staying because several echoed our safety and service issues. My wife and I are over 68 years old and we checked in to a room. At 7:25 am this morning…there was a knock at our door repeatedly and we were still in bed. When my wife got to the door, she asked who it was, and they banged again, and there were two men in front of the door who said that they were with housekeeping and they needed to clean the room. My wife told them that we had not checked out and that we didn’t need any service at this time and they should come back after we checked out…one of the men replied open the door…we need to get in there now. obviously, she refused to open the door at that point.

When I heard that, I jumped out of bed because I knew there was going to be an issue. When I got out into the hall after getting dressed, there was a woman who didn’t speak English with the cart right next to our room and then there were two or three men walking down the hall. I asked one of them if he was the one that knocked on our door and he nodded yes.I turned around and walked away because then I knew at least the two men probably were with the actual housekeeping staff. I told the man who I asked the question if he knocked on our door and I told him we haven’t checked out that we would probably be in there an hour or two and he can come back then.

Less than an hour later, a man came to the door and knocked again, and my wife refused to let him in and through the door again, he says we need to clean this room. That’s when I went to the door and he was gone.

I used to be with Continental airlines and I’ve been traveling for more than 50 years… And what strikes me as I’ve never had any housekeeping person come before 8 AM, I’ve never had two men that said they were with housekeeping come to the door and want in, and then after being told twice not to come back until we were gone, refused to listen and came back with the same attitude and persistence.

I’ve stayed at the hotel several times and always found not only the staff but the room in great shape and is why I kept returning....

Update: As expected,2 charges posted already. One for $44.85 and one for $57.50 even though after posting here someone from the hotel ensured me through the chat that I was only getting charged $57.50.

My credit card company has been notified and the charge will be disputed. (Screenshot attached).

I’ve been a loyal Marriott Bonvoy member for over eight years, always choosing Marriott properties when I travel. Unfortunately, this was by far the worst experience I’ve had with the brand.

I booked a one-night stay using 25,000 points for my family of three and our small dog. At the time of booking, I was charged a $57.50 pet fee, which I had no issue paying. But when I checked in, I was told I had to pay another $50, and that the original charge would “fall off.” I went ahead and paid, but then, a few hours after checkout, I noticed a third charge of $44.85 pending on my credit card. That’s three separate charges for three different amounts, which just doesn’t make sense.

On top of the billing confusion, the room itself was disappointing. It didn’t feel very clean—both the towels and bed sheets had stains, which is something I would never expect at a Marriott. The beds were uncomfortable, making it hard to get a good night’s sleep. And to make matters worse, our room was right next to the elevator and directly across from the ice and soda machines, so we were kept up all night by constant noise.

I spoke with Taylor and Joanne at the front desk twice, and both times they assured me they would email my statement within minutes. Hours later, I still haven’t received it. I also tried using the Marriott Bonvoy app’s chat feature, but never got a response.

After more than eight years of loyalty to Marriott, this experience left me feeling frustrated and disappointed. I expected better, and this has made me seriously rethink whether Marriott is still the right choice for future stays. I’ll be watching my credit card statement closely and will dispute any incorrect charges if they...