I am writing to express my disappointment regarding my stay and the treatment my family and I received during check-in and throughout the evening of August 28.
I am an Asian guest, and during my interactions with the front desk, I felt unwelcome and treated differently from other guests. I observed staff greeting other guests with smiles and offering umbrellas, while my interactions felt rushed and impersonal.
At check-in, before I had the opportunity to ask about breakfast options, the front desk agent immediately informed me that I would need to pay for breakfast. As a Marriott Titanium elite member, I was offered 500 bonus points as my welcome gift, but the agent did not explain the available food and beverage credit or other welcome benefits until I specifically asked. The entire check-in process felt hurried, including the directions to the elevators, and I did not feel like a valued guest.
After entering our room, my children and I were excited to begin our stay. While moving the chairs slightly to sit at the table, we accidentally dropped a water bottle on the floor. Within approximately 15 seconds of entering the room, I received a phone call reporting a noise complaint. My younger child became very upset and cried for about 10 minutes. To help calm the situation, I took both children outside to the car to retrieve additional belongings.
When I returned to the room, I was preparing to take a shower when another staff member informed me there had been another noise complaint. Shortly afterward, the same front desk employee knocked on my door very loudly and continuously for more than 10 seconds. I opened the door and calmly explained the situation. Despite this, I was warned that if there were another complaint, my family would be required to leave the hotel.
At that time, there was no noise coming from our room while the staff member was standing outside. I do not believe there was any effort to investigate whether the complaints were accurate before threatening to evict my family. I even suggested moving to another room if it would resolve the situation. Initially, I was told the hotel was overbooked. However, I was able to see multiple rooms still available for booking online, including both two-bed rooms and king rooms. The explanation then changed, and I was told that the guest making the complaint did not want to move instead.
As a result of these repeated warnings, my children became anxious for the rest of the evening. They were afraid that even accidentally dropping a phone or making normal family noises would result in us being removed from the hotel. This created an extremely stressful environment rather than the comfortable stay we expected.
During our conversation, the front desk employee repeatedly stated that it was "company policy" to require guests to leave after three noise complaints, mentioning this policy several times. However, I do not believe the hotel made any reasonable effort to verify whether we were actually creating excessive noise before issuing these warnings.
When I requested the employee's name and business card, she initially refused to provide them. I was only able to obtain a business card after requesting assistance from another staff member.
Overall, I found the service to be unprofessional, discourteous, and lacking empathy. Most concerning, I left with the impression that my family was not treated with the same level of respect and hospitality that I observed being extended to other guests. Whether intentional or not, the experience made us feel unwelcome.
I respectfully request that hotel management investigate this incident, review any available records or security footage, and address how this situation was handled. I also hope the hotel will reinforce the importance of treating every guest with professionalism, respect, and consistency regardless of their background.
Unfortunately, based on this experience, I cannot recommend this hotel unless meaningful improvements are made to its customer service and guest relations. read more
