I am a Marriott Rewards Member & stay at Marriotts throughout the year. After my experience with this Marriott, I may never stay at another Marriott again, and without a doubt, I will never stay at another Courtyard Marriott. The reservation specialists that check-ed me in (GAVIN) was without a doubt rude & acted as if he had a chip on his shoulder. I was staying on a friends & family certificate which seemed to bother him as we check-ed in. He checked us in reluctantly then called my room & said the certificate was not valid & we would have to pay full price. I asked him what the full price was and he said $249/night. While this is a nice hotel, I was not willing to pay that rate for this hotel, so I told him to give me some time to make other arrangements. He said ok.
I made another reservation at the courtyard down the street, as their rooms were more reasonably priced at $149/night. He then called again & said I have 5minutes to leave because he did not have housekeeping to clean the room if I happen to mess it up. I told him I would need 10minutes to complete my reservation at the other hotel, he said that was fine. 2minutes later security knocked on my door telling us we had to leave now. (Completely unnecessary).
After I told him I would be moving to another hotel, I got an alert on my phone that said he had charged my credit card the $249/after I told him I would not be staying here. I became livid. I gathered my things, and went downstairs. I asked him why he would charge my card after I told him I would not be staying here. He said that I told him I would be staying when he charged my card.
I told him I would not be leaving until he refunded my credit card the $250 that he charged. He said he was unable to refund it. I asked to speak with a manager. The manager came, and I told him the situation. Since Gavin claimed that he was unable to refund the money, I asked the manager if he was willing to give me the rate that the other Courtyard Marriott was charging of $149/night. The manager said yes, and then Gavin cut the manager off and said "We cant do that." So apparently the manager of this hotel (I forgot to get his name) was inferior to Gavin? Im not sure, but after that I told him, I didnt even want to stay at this hotel. I know that a refund could be processed, so he just needed to process it, and let us part ways from this horrid situation.
After going in circles with Gavin & his extreme attitude, I ended up calling the bank and disputing these charges. My bank immediately removed the charges from my account and we went about our way.
My husband was suppose to stay at this hotel in December, but after this experience he will be staying at the Hilton around the corner. There is absolutely no reason for anyone to be treated this way, regardless if they are staying on a friends & family rate or not. This experience has completely tainted the Marriott brand in my eyes, and I will never stay at another Courtyard Marriott again.
Gavin needs to have refresher course in customer service.
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