After 3 years of Platinum membership with Marriott...

After 3 years of Platinum membership with Marriott, this location has made me seriously consider switching my brand. If I can keep just one guest from staying at this hotel I will feel like I have done my due diligence. Management is non-existent, customer service is negligent, and the employees are rude and self-important. To top it, they are far too cavalier with the spending of your money by charging and double charging in a reckless and almost deceitful manner.

It all started before arrival, I checked in via the mobile app as I always do, but my card was authorized the night before I arrived, for the total stay as well as incidental deposit. That wouldn t have been a problem, but when I actually arrived I explained I had already been charged, the front desk associate apologized for what had happened at the exact time that she reauthorized my card a second time for the total stay plus incidental deposit. Two authorizations totaling $900 just for a 2 night stay.

I called down a few hours later to explain what had happened. The woman apologized for authorizing my card twice and sent a complimentary fruit and cheese platter. That was lovely, the one star was for the platter. The rest of my stay was enjoyable. The gym and poo, area were quite nice.

Several days later, the authorizations fell off and the charge went through for the total stay. Clean and uneventful. A week later I was double charged for the exact amount. The issues started when I called to correct the wrongdoing on their part. The front desk associate refused to put a manager on the phone but only put me through to the accountant. The accountant insisted that I stayed four nights and that she would have to check with housekeeping to see if I didn t extend my stay. Housekeeping? Where is management? I told her that if she checked my Marriott account she could see that I checked into a Marriott in Atlanta the same days she claimed I stayed. I also have a flight itinerary I was happy to show her. I used to think the customer is always right, but apparently you have to defend yourself these days. I asked her to have someone from management call me. NO call, NO apology. When the accountant finally did her research and found her error, the below note was all I received.

Good Afternoon Ms. Mark,

After our phone conversation today, Wednesday February 17, 2016, I did my researched and came to the conclusion you were only at our hotel for two nights. Attached you will find a copy of the folio showing the adjustment for two nights, $159 per night plus taxes. Please allow 3-5 business days for the credit to post.

If you have any questions or need additional information please contact me at any time.

Thank you,

NO APOLOGY, not one word of sorry, sorry that our mistakes have caused you trouble. Sorry that you must have a lot of spare time to spend on the phone with our entire hotel staff (no management), trying to fix the problems that WE have caused you. I ve never felt so unappreciated for staying loyal to a brand in my life. Hyatt or Hilton would have reimbursed the entire stay and given me some bonus points. And they would have said SORRY. I ll stick with them from now on as much as I can help it.