We went down to Boston for a family weekend away to enjoy the aquarium/ zoo and some downtime. I have two kids- 3 and 5 years old, so a hotel with a pool was very important to us. I am also a travel agent, so I consider myself fairly up to date on travel communications. Before I booked this location, I called and asked if their pool was open- they confirmed it was. Great. Upon check in, the front desk also confirmed the pool was open and my bell man told me it was on the 5th floor and told us to have fun. At this point, I had 3 points of communication with Marriott staff, all regarding the pool.
Fast forward to that night, we enjoyed dinner at the Cheesecake Factory and had two kids out of their minds excited to go to the pool. We got all ready in our room and headed down. When we arrived at the pool, we were stopped at the front and asked if we had made a reservation. Full. Stop. I had literally talked directly to THREE staff members solely about this pool. NO ONE mentioned it was reservation only. NOT ONCE. Since it was all booked up that night, I got to cart my two crying young kids back to the room, and we weren’t able to even use the pool on our trip.
Marriott, this communication is unacceptable. I literally book people into your resorts for a living, but I won’t be recommending this location anytime soon. Between your website, paperwork in our room, and the three different employees I spoke to, there were 5 points of communication between us for anyone to mention the reservation system. How would guests ever know this before they get in their bathing suits and just show up to get turned away? Furthermore, if I had known this amenity would be off limits I would have booked elsewhere with a pool, or saved $60 a night booking somewhere without one. You need to do better next time.