Terrible service

Discussion created by lando on Apr 17, 2017
Latest reply on Apr 18, 2017 by communitymanagers

This was a 6 day reservation for 1 King guest room at the Courtyard Marriott San Francisco.


Check in day was today, April 17th. I checked in on the mobile app on April 16th, the day before, saying that I would arrive around ~6:30pm today. I got a notification on my phone today around 3pm saying that my keys were ready. I confirmed that I was in a King room, as I booked.


When I arrived at the hotel (6:50pm), they said my keys WEREN'T ready. When I arrived at my room, it was NOT a King as I requested, but two Queens. I double-checked my phone, and sure enough, the mobile app says I was supposed to be in King room. I immediately went back downstairs and told them, but they kept saying they were out of King bedrooms. How is that possible when that is what I paid for 20 days ago? How is that possible when I checked in over a day in advance? After explaining this to them, they finally gave me a King room, but kept reminding me that they were out of King rooms. The best part is that I checked online for availability, and it says I can still book a King room for tonight right now!


Clearly they just gave my keys to someone else, and stuck me in a 2 queen room, which would explain why my keys weren't ready.


This is terrible service. I'm one stay away from Gold membership too! And I was really enjoying my stays here, but if something like this happens again, I'll be forced to take my business elsewhere. It's unacceptable to say one thing and do another.