Winston-Salem Marriott — Hotel in Winston-Salem

I recently completed a business trip at this Marriott and forgot behind a pair of Bluetooth headphones, which were charging on the desk table in my room. Upon realizing that I forgot property in the room I immediately contacted the hotel who just forwarded my call to some lost and found voicemail and I left a voicemail. I also notified a co-worker who was still in town and staying at the hotel to attempt to retrieve my property. I made a second attempt to call the hotel after not hearing anything for 2 days and was again forwarded to voicemail. I also had my co-worker in town make several attempts to retrieve my property. During these numerous attempts I was told that 1 person had access to the area, however I could never get an actual schedule for when this person works besides she works 9-12 and sometimes various hours. If she is not there, not a single person or manager has access to the property or check apparently. After getting no response I contacted Marriott headquarters in an attempt to find out exactly what is going on and why it took over 3 days to not receive a response or return of my property. They proceeded to connect me to Charity Morrison who is the POC for left behind property. Ms. Morrison was very rude and said I never left voicemails despite having left two voicemails on the recording which states lost and found. She informed me she would check with her staff about the location of my property and would get back to me. It doesn’t make sense for someone to check with their staff after four days later for property recovered when it should be returned to the lost and found area of the hotel. I never heard back from Ms. Morrison that day. I called the hotel later that night and asked if my property had been recovered and the evening manager again stated Ms. Morrison was not there at that time now and further explained that pretty much no one had access to this lost and found property besides Ms. Morrison. Finding this unacceptable that it took over 4 days and still no response I contacted Marriott headquarters again. I advised them of the situation and they agreed that it did not seem probable that the item was not found and the response was suspicious and unacceptable. Marriott headquarters informed me a case would be opened and that I would hear something back in 5 days (that time has since passed and I’ve heard nothing in reference to that case). Finally on the 5th day my co-worker contacted the front desk and requested to speak with Ms. Morrison. Ms. Morrison who acted like it was burden contacted my co-worker and stated they did not have my headphones, however made no attempt to contact anyone to promptly inform us of her review of the information. The whole process at this hotel seemed very suspicious and sketchy. I fully believe my property was stolen by the staff. Their lack of concern or prompt attempt to locate my property is unheard of by any business. 5 days and numerous contacts to then finally be told that they do not have my property is unacceptable and not practical. I would avoid staying at this property as I believe they stole my property and have extremely poor customer service even for people with high loyalty status...

Day 2. Last night was Christmas Eve. At 8 pm we went down to get 2 cups of hot water for tea. No cups in the M Club. I go to front desk and interrupted the agent at front desk. I told her the problem,and she goes to back aNd gets 2 cups. Instead of restocking the m club for other customers she goes back to her personal business. I go back to get hot water. No hot water nor hot coffee. I go back and bothered agent from her personal telephone time. I tell her no hot water. Go get some cold water and you can put it in the microwave. When I complained she said do you want me to call house keeping? I told her she needed to call a manager. She then goes back to her internet endeavors. No interest in no coffee and hot water or cups for any elite members of marriott. So we go to breakfast this morning at the restaurant with our ticket for a complimentary breakfast. The waitress there informs us that the ticket filled out from front desk until wed the 28th day of our departure, was done wrong. She goes to front desk and they tell her I dont need that card the m club will be open on monday for breakfast. Totally embarrassed by this event I go to tell the front desk agent he calls himself (Parker). I asked Who is responsible for the M club? He says we both are referring to front desk and restaurant. We may be busy there is hardly no one here. The restaurant says the front desk is responsible and they have the key to front storage where the cups are. Parker said Im sorry very passive aggressive. When I asked to speak to a manager he said they are at home with their family Im not calling. From there it went down hill with his passive aggressive bs. I worked in customer service for years and I dont know what the requirements are for working at a Marriott hotel front desk but for me this front desk is the worst Ive seen at any in 40 years. We spent last Christmas here without a flaw and the manager then was so nice . Im told she is gone.This Marriott is the lowest level of a marriott or any affiliated chain we've ever stayed. Besides finding out that Marriott dropped the prices of the rooms after we booked two weeks ago and they required full payment when we booked for the stay they did not even offer the difference for the lower price. Parker said that was done by corporate. We have been faithful marriott members but this change in marriott gouging their loyal followers will lose them customers. I'm sorry to say that 1 star is too high a rating for this marriott stay. We will not stay here again and I have a feeling this Marriott will not survive with their most loyal customers treated this way. I hope that this manager of marriott downtown Winston Salem enjoys his Christmas with his family while the customers who chose your hotel cant get a cup of hot water. It's pathethic. Your loyal employee Parker has more power than he should.

I requested twice for him to call you...

BED BUGS!!!!

If I could leave less stars I WOULD. It’s not the fact this hotel had bed bugs, I grew up in Chicago these things happen I get it! It’s the way the staff handled it. Walking up at 5 am itching and scratching was a terror with in its self then when I called the front desk to have them handle it I was told “well we can just change your rooms” after explaining that bedbugs are an infestation, and would transfer with me to the next room and then my home! I was told by the manager, “well that’s the best we can do its probably just mosquito bites but we’ll get a engineer up there” Once an “ engineer” AKA Maintenance knocked on my door. He barged in and started an imp prompt to turn down service. With his cell phone, flashlight. He asked if I had seen any bugs and I told him I had not, but they’re very difficult to see and run away from the light and then proceeded to show him my chewed up arm. In which he responded.“ oh, those are just mosquitos.” After being gaslit for a second time that I had just mosquito bites, I started to become upset and explain to the gentleman that I have been in a showroom and then the hotel the entire time for furniture, retail market! I then explained that all my clothes needed to be laundered and then I needed to change rooms automatically. He informed me that they were not gonna do that for just mosquitoes, but I could transfer rooms if I would like, taking the bed bugs with me. I told him to please confirm, but that I had to go to work and to go ahead and give me a call once they had confirmation that I definitely had bedbugs! This was at 7:30 in the morning! About 10:30 AM the Manager called me and still refuse to say the words bedbug but instead said “we have confirmation, will have your stuff steamed and transferred to a different room.” I asked him to please launder my clothing as some of it needed to be dry cleaned or it would be ruined. This did not happen. They in fact, took all of my clothing, including my dirty clothes and threw them in an industrial size dryer, shrinking and destroying multiple things! Marriott, please come up with a better protocol for bed bug other than gaslighting your guests (mosquito bites, give me a break!) and destroying their things! Oh, but they did give me $75 to their in-house restaurant, along with M club lounge access which seems to be their go to when they make mistake! All while still telling me, after an Orkin mans conformation that the room was infested, that my bites could still have been...