I had a bad experience at the New York Marriott Marquis a little over a year ago. My daughters and I were staying in a room when we ended up opening the sofa bed which hasn't been cleaned since who knows when. As we left, the guest relations manager at the time told us to email her for our next visit.
Fast forward to mid-2018, I tried to get in touch with her only to find out that she has switched locations. With this, she put me in contact with the Guest Relations Manager. We emailed back and forth about the trip for October 5th to October 7th. In her email she stated: "Ok currently our best selling rate is 293.00 for the two nights and of course we can upgrade you guys to a time square view room." which led us to believe that it would cover both nights plus taxes and fees to make up for the unacceptable visit we had. No reservation confirmation email was sent to my email, the GRM just told us that we're all set.
A few days before we arrived, we notified the GRM and asked for an early check in, she said she'll oversee having our room prepared for when we get there. Again, no confirmation email was sent as far as the fees are concerned.
When we arrived, the room wasn't prepared and we were told the room is vacant and about to get cleaned. We were okay with it. My daughters and I went to breakfast, midbreakfast my card was charged $7++. No one in the front desk mentioned the cost of the stay or offered any information. Then we found out that we were misled about the price. I brought it to the GRM's attention and she didn't even apologize and didn't offer any resolution despite us voicing our concern multiple times. If I didn't mention it to her, I wouldn't have gotten a detailed explanation of charges prior to check out.
Has anyone else experienced this?
Oh and our room wasn't prepared until noon, it took 7 phone calls and multiple people telling us that "your room is vacant and getting cleaned" My daughters had to sleep at the couches in front of the gift shop from 9am to 12nn when the room was finally ready. I had to call for us to find out it was clean despite multiple promises of them calling us when it's ready.