cubancruiseguy
June 21, 2024
I recently stayed at the Marriott Marina del Rey and had a mixed experience. To start on a positive note, the rooms and hallways have been refurbished, giving them a fresh and welcoming feel. The room was spacious, open, and the bedding was of exceptional quality—simple but really nice. However, the lobby was a stark contrast to the rooms, as it looked quite dated. It sufficed for basic needs but didn't offer the same updated feel as the rest of the hotel. As a Bonvoy Titanium member, I had access to the M Lounge, which was newly decorated and aesthetically pleasing. Unfortunately, the food service in the lounge was inconsistent and neglectful. On Friday, no food was put out at all, reflecting a lack of care. A significant issue during my stay was that my room didn't get cleaned one day. When I brought this up to the staff, they initially challenged me and claimed the housekeeper had already cleaned it. It turned out, after an investigation, that the housekeeper had lied. The situation was poorly handled by the hotel manager, who treated me rudely and unprofessionally. It wasn't until a senior manager intervened that the issue was somewhat resolved. While the hotel's location is beautiful and the rooms are quite nice, the service leaves much to be desired. The inconsistency in customer service, coupled with an unreliable food service in the M Lounge, was disappointing. Furthermore, the kitchen's limited operating hours make it difficult to take advantage of the hotel’s full-service amenities. Given the poor service and the high destination fee that feels unjustified, I would reconsider staying here in the future. Why pay more for "full service" when the Courtyard Marriott nearby could offer a simpler, more reliable alternative at a lower price? The Marriott Marina del Rey needs to seriously improve its customer service and operational consistency if it wants to justify its higher rates. Next time, I'll likely choose a different hotel. The disrespect and insinuations from staff were inexcusable and left a lasting negative impression.