Discover18162876402
April 20, 2024
My wife and I, both silver members of this hotel chain, recently booked a stay at this hotel for a wedding. Upon booking, we received immediate confirmation of our reservation. However, the night before our arrival, I was unable to find our reservation on the Marriott app. Upon contacting the hotel, we were informed that our reservation had been canceled due to an expired credit card on file—a detail we were never notified about, despite receiving the initial confirmation. We escalated the matter to the area manager, Kelly, who stated that nothing could be done and blamed us for the oversight. Despite our loyalty to the brand and frequent usage of their services, we received no prior notification of the cancellation, contradicting Kelly's claims. After talking to Kelly about finding a possible solution and being super nice and respectable on the phone, Kelly told us it was our fault and that she was busy and hung up on us. Regrettably, due to this experience and the lack of accountability from management, we are compelled to seek accommodations with other hotels in the future. This incident highlights significant shortcomings in customer service that need to be addressed