DO NOT stay with this property--it was a nightmare. They do not care about the health and safety of their customers or staff.
TLDR: They do not care about the health, sanitation, and safety of their customers or staff. Front desk, reservations agents, and customer service at this hotel are atrocious. I tried to cancel an upcoming trip traveling from Italy because I do not want to possibly be contagious to the other people working and staying at the hotel, and the property declined and said I could still stay at their hotel. EVEN THOUGH Marriott International issued a statement that travelers coming to/from certain countries, including Italy, are entitled to cancellation. I also called Marriott Bonvoy and Marriott International, who both agreed that the actions taken by this property were uncalled for. They have contacted me with the Marriott Board to continue my case further.
I booked a stay for this upcoming weekend (March 13-15) at the Courtyard in Munich City Center less than a month ago. I was very excited to take my trip to Munich and liked the convenience that this location was able to offer. Booking was easy on the Marriott website, just like always. However, my experience dealing with the property since then has been absolutely atrocious and downright degrading. This is even more disappointing coupled with the fact that I was previously a Marriott employee (at a property that would never behave this way) and am Titanium Elite status. This proves that this property does not care for their loyal customers at all.
I am currently residing in Italy and immediately contacted properties I had booked with for upcoming trips when I heard that Italy was under lockdown due to COVID-19. This was because I did not want to travel to properties and locations and potentially unleash harm to others. Every company that I booked with was understanding and careful of the fact that they did not want to risk their customers either. Even Ryan Air canceled my flight and issued me a refund. When a budget airline such as Ryan Air is acting on an issue and a large company like Marriott isn't, there is a big issue.
A week or so ago, I contacted the property asking to cancel because of the breakout in Italy and Germany. They declined. At the time, there had been no official word from the CDC or any governments, so I decided to continue with my trip. However, after the news from the Italian government today, I immediately called the hotel to see if I could cancel my reservation. The front desk staff I spoke to was extremely rude and left me on hold to talk to the manager about my case. She then came back and told me that a cancellation was not possible, but I was still free to come and stay at the hotel/pass the reservation on to someone else in my party (also in Italy). How disgusting is it that the staff does not care about the safety and health of their customers in this current pandemic? I did not expect this from a Marriott property at all. I even asked about getting a partial refund or credit/certificate to my account, all suggestions that were met with a firm no. I was not able to speak to a supervisor either.
Upon ending the call, I did more research online and found that Marriott as a company was waiving cancellation fees for customers who had booked reservations up to March 31st and were traveling to/from certain countries, including Italy. I called Marriott International and explained the situation, stating that I was denied a refund even though the official policy states that I can get one. The agent was extremely helpful and even confused as to why the hotel did not offer me a refund because I was traveling from Italy. Because only the hotel/Marriott Board can offer a refund and cancellation, he was not able to ultimately help but put me in contact with people who can.
I understand that I made a booking, and that was my decision. However, to be faced with such unpleasant staff who said they understood the situation, but clearly didn't, is the property's fault. If it was any other situation, and I was canceling the reservation just because, I understand the property not being able to refund me. However, what is currently happening is a pandemic--for the property to not work with anyone to come to a solution is absolutely appalling. I have worked in hospitality for over four years, and I know that my manager would never teach me to respond this way. I also know that my manager would never act this way to a customer, especially one that has a long loyalty to the company. I have never been treated this way by someone who is supposed to have my best interest in hand. read more