First I love the room. We stayed in the West Tower! It had hardwood floors in the room which I absolutely loved! The bathroom was super nice. The hot water was EXCELLENT which is unusual for a hotel and a pleasant surprise. The towels were nice too.
Customer Service was awful from the beginning to the end. Checking in the hotel the front desk clerk was nice but without information. He didn't tell us what to expect or not expect from housekeeping as to the cleaning of our room. 1) we were told that we must request our room to be cleaned. We did that the 2nd night and the room still wasn't cleaned. We did that the 3rd night still not cleaned. Our room wasn't cleaned until the night before we were checking out. Now they claimed Covid-19 protocols, but they came in the room, still doing what they called 'straightening up'. It was more like looking through and making up the bed. Why come in at all? We asked one of the hotel managers, Nicole, who told us after going through one lie after another, that she doesn't clean her bathroom at home. My husband told her that's nasty and she probably shouldn't be over the hotel. The concierge didn't have valuable information. If you asked ten people in the hotel the same question and receive ten different answers.
The final straw for me was day of check out and I received a call at 5:28am that my debit/credit card had been turned in. I went down later to retrieve it, the front desk clerk was very unconcerned as I waited for her to find my card, she was extremely nonchalant and announced proudly, it's not here. After losing it a bit, I requested a manager. That was a little better because she listened & attempted to help, however, no one had any answers. Security called my room, not a cell phone and no one had answers or could even verify the call. My card was missing so it wasn't a prank. As the front desk clerk was on the phone, she pranced back and forth like a young lady talking to her boyfriend rather than an adult at work handling business.
The bell hop sealed the deal for me as he came to get our bags for one room when we requested two carts. He complained the entire time and sealed the deal by yelling at us and even acting as if he wanted to fight. He said do you know how far your room was? We looked puzzle because the hotel is huge and it wasn't our fault we were in the West Tower?! Obviously he didn't want a tip which he didn't receive. I've always been a fan of Marriott Hotels and it is usually my first choice, but no more.