I have stayed in over 10 different Marriott hotels over the past year. I joined their rewards program and have been satisfied at each place. I usually just stop on the road and check in. This weekend for Valentines I took my wife and daughter to Charleston. I made the mistake of making reservations without looking at the actual place first.
I arrived a couple of hours early, without looking anything up the clerk told me to come back at 3:00. Someone in the back overheard and told her to look up my reservation and behold, the room was ready to check-in.
Inside the room, there was a faint smoke smell, when it was listed as non-smoking, there were rips in the carpet and stains all over the desk and lounge chair.
I will say the cleaning ladies were very nice, and the room was past what they could do to fix. It just plain needs new carpet, paint and furniture.
I was extremely disappointed and will not make a reservation at a Marriott without checking it out in person from now on, especially when I could stay at a hotel for 1/2 the rate that is as good as shape, if not better.
Pics are coming soon of the carpet and chairs......
Just a follow up. It took a while, but they added 1500 reward points to my account and refunded one of the nights, which I felt was fair.
Consider reporting the conditions encountered to Customer.Care@Marriott.com
In the Subject: Disappointing Stay at the Courtyard Charleston Confirmation #12345678
In the Body of the e-mail, describe how the reservation was booked, the time you checked in, who you spoke with and the room conditions encountered.
If you were charged for the room, consider asking for a complete refund including bonus points as compensation for the inconvenience.
Marriott's promise is to ensure that you leave relaxed, revived and reengerized. Based upon the conditions encountered, the Courtyard Charleston failed to deliver upon the promise.
Customer.Care will reply via email with a Tracking ID promising to contact you w/in 3 - 5 business days. If that does not happen, resend the e-mail and request to speak with Customer Care. Typically, someone from the property will be contacted to contact you.
Good luck and let us know what happens.
Recent reviews of the Marriott Courtyard Charleston Riverview at TripAdvisor.com are consistent with what you describe. Keep in mind that Marriott owns very few hotels. It appears that the franchise that operates this property is doing a grave disservice to loyal Marriott guests. Marriott properties are supposed to be refurbished on a schedule. Every 5 years, softgoods are updated, and hardgoods replaced every 10 years. The negative reviews make evident that management has past this point.
Echoing Stepping Stones, thank you for the warning. My wife and I are particularly fond of Marriott properties located on or near the waterfront. Tudor Wharf are just a handful of wonderful stays. We are thinking about a trip to South Carolina and the Charleston waterfront is on our itinerary. What a godsend!
When contacting Customer.Care, be factual and purposeful. Set your objective on a full refund and bonus compensation. I would not settle for anything less.
Stayed in room #1004, be ware! I don't know what the problem is but the window "sweats" (condensation) to the point where you can see water accumulation all over the inside window frame and the carpet gets soaked. That's why the mold smell (and mold is visual as well) and the poor condition of wall, curtains, drapes, etc. Other than that all else was good as far as service and facility.