"As a Marriott Bonvoy member, this was one of the worst hotel experiences I’ve had.
The night before checkout, I called the front desk and specifically asked for a one-hour late checkout extension until noon. The receptionist told me it would be fine and said to just call in the morning to confirm with housekeeping. The next morning, I called as instructed and was abruptly told no extension would be granted. Completely inconsistent communication between staff.
The bigger issue was the condition of the hotel itself. The power went out THREE separate times during my stay, and there was apparently no backup generator. Every outage left the room without lights, air conditioning, TV, or a working refrigerator. The staff acted like this was normal and showed little concern or urgency.
To make matters worse, I extended my stay by an extra night. The front desk called me downstairs to renew my room keys, but failed to mention I needed to bring a credit card for the incidental hold, despite the room already being prepaid online. My credit card was locked inside the room because my keys no longer worked. Shockingly, the hotel did not even have a master key available to let me back into my room. I was only able to resolve the situation because I happened to have my phone with me and could use a digital card payment.
Overall, the staff was disorganized, unhelpful, and indifferent throughout the entire stay. This experience fell far below Marriott standards."