A somewhat early birthday trip for my wife as we've become somewhat used to doing in recent years and one of them a couple of years back was to Seattle (a favorite of ours) and the Seattle Waterfront Hotel | Seattle Marriott Waterfront (also a favorite of ours). Having stayed at this location many many times in 15 or so years we've become somewhat spoiled by the customer service as well as having a specific room we enjoy so very much. The room comes with a wrap around balcony on the corner room so you get two different views of Elliott Bay. On her last birthday trip to Seattle I called ahead and talked to the front desk about getting our favorite room and as luck would have it, BINGO we got it and were met with a birthday card for her from the front desk along with a bottle of Wine, Cheese & Crackers and a lovely Fruit plate we found in the mini-fridge. That's incredible customer service that we've come to expect from this property in all our previous stays.
Okay room is booked and a week before I call the hotel to make a similar request. The fella on the phone announces that he's not sure about the room number as he is new, but that he will mark the reservation as such though it does not guarantee the room will be available (I understand that issue). I check in via the Mobile App and request via the chat the room we so love and explain I wasn't certain the person I talked with completely understood my request. Again they reply with no guarantee, but will try.
The Seattle Waterfront Hotel is located just below world famous Pike Place Market (take the elevator 1/2 way up the hill or stairs next to hotel). If you haven't been you must see this place. The hotel overlooks Elliott Bay and West Seattle. There are numerous restaurants (of a wide variety of cultures to choose from), bars, shopping, all over the place and all within walking distance (yes there are hills to climb, but not bad) to all of downtown Seattle even the https://www.spaceneedle.com/ can be walked to though a bit farther. The light rail from the airport takes about 40 minutes to get to Westlake Station which is around 10 blocks down to the hotel. WSDOT - Ferries and the Victoria Express - Wikipedia stations are within a 15 minute walk or less and the cruise ship terminal at Pier 66 is directly across from the hotel, Bell Street Cruise Terminal at Pier 66 | Port of Seattle.
Hotel Arrival and Check-In:
Our flight was a very very very early morning departure from Houston arriving into Seattle at 8:50 AM and after spending about an hour in the Alaska Airlines Lounge we got on the light rail to Westlake Station and arrived at the hotel around 11 AM. The hotel decor modern with many couches, love seats, large photos in the lobby as well as a sitting area just past the lobby that has more seating areas and gas fireplace.
I didn't figure the room (either our booked larger corner room with balcony or requested room) would be ready and they weren't. The front desk person did thank us for being loyal Titanium members (yeah) and told me that the requested room is not available due to other guests occupying it so I told him fine knowing I'd booked a pretty good room type just not knowing exactly where in the hotel it was located. It's all about the view Insiders, all about the view!!
Having lunch plans we gave the roll-a-boards and backpack to the Bell Stand fella and off we were to have lunch. The hotel alerted us the room was ready so when we got back to the hotel we got the key and away we went to the 8th floor. I know the room number wasn't going to be on the wing we wanted which it wasn't. Sad yes, but hard to complain about this view regardless.
The 1 King bed larger corner room with balcony was a standard Marriott room with a comfortable King bed, a three drawer dresser, closet with robe and safe, large HD TV on dresser with a mini-fridge, night stands on either side of the bed and a fairly good sized bathroom with tub and single sink. The balcony was facing south yet the floor to ceiling windows provided a wonderful view of Elliott Bay.
Although the rooms have been updated with the new blue/gray carpet the furniture was becoming worn and dated. The privacy curtains were torn and threadbare while the dresser with the behind the TV was fairly dusty as was both night stands. The bathroom make-up mirror (not for me) was so dusty I was able to put my finger on it and make a large X across the mirror......which remained our entire stay!!
The safe was one of the weirdest I've ever seen as it opened not to the sliding closet door as one would think, but the door opened parallel to the slide doors so you had to actually crawl into the closet to open or close it let alone find anything in it. Also the directions to use the safe were somewhat off and I stumbled upon how it worked by trail and error. Thankfully on morning of our departure after I had opened the safe to retrieve something it refused to lock again. No matter what I did it would give me an error message......huh oh well our things will be fine I hope hiding them around the room while we dash downstairs for juice.
Restaurant/Bar & M Club:
There is also a lobby bar as well as a bar in Seattle Gastropub - Waterfront Dining | Seattle Marriott Waterfront which we did not use this visit, far too many spots close by to visit. Since our last visit they've move away from the Concierge Lounge on the 8th floor to an M Club in the main lobby. Access to the M Club is via your room key and was available as late as 11 PM for coffee, tea, water (no bottles), sodas and nuts and such. Not sure if that is 24 hours availability nor not, sorry. There is a full breakfast buffet offered although we did not use the breakfast service other than to grab some juice or coffee, and there was an attendant at the door taking your name then granting you access if you were on their list. For the evening reception I never noticed an attendant by the door when we passed through to see they had hor d'ouervres (not easy for me to spell ), beer, wine as well as the coffee/tea station with cookies and brownies later.
After having stayed at this property many times and becoming accustomed to a level of treatment I guess you could call us "Spoiled in Seattle" we found this stay to be very different. After mentioning to the staff on two different occasions this was a special trip for an early birthday I was expecting something to welcome us, which we got nothing like what our last visit had waiting in fact we got NOTING. Not even a Happy Birthday Mrs. IAHFLYR from the front desk guy who gave us the room key and he wasn't all that warm even with the loyalty comment.
I had decided to not say anything about the experience at all until we headed out for dinner on our last of the three nights. Didn't want the hotel to scramble to attempt to please me with something just cuzz I complained, but I did want to express my dissatisfaction over the room condition, safe stop working last day as well the make-up mirror going uncleaned all three days plus. We got to visit with the Asst. Room Operations Manager who listened to us and expressed her apology for not making our stay better and for the condition of the room. As far as the special occasion being overlooked she said that is not normal either so I just chalked it all up to the hotel has new management and things have changed.
I checked us out of the hotel via the menu option on the TV and turned the key into the front desk as we left.
Well, not the best stay in Seattle that we've had for sure. The hotel is very very lovely, but the staff interaction was certainly missing. They used to say hello when you'd walk past the front desk, not a sound out of any of them this time. The location with the water views, Olympic Mountains in the distance, Mt. Rainier to the south, the bustle of the waterfront with the boats, ferries and ships passing and then close proximity to so many things to do in Seattle will make this place hard to pass up on for future visits to the PAC NW. Maybe the staff had a bad weekend or maybe the management team needs to correct somethings with their training, but either way not having a birthday weekend that I was hoping for still a slight disappointment. There are other Marriott properties in the downtown area, but the view is not quite as special as this place.