J Hey

Review of The Ritz-Carlton, Bachelor Gul...

I have not yet to stay at the hotel, but my experi...

I have not yet to stay at the hotel, but my experience thus far is horrible. I called to make an adjustment to my stay in January 2020, and the lady who answered was awesome. She agreed to the reservation change and stated she would send a confirmation email shortly. Before I received an email I received a call from the same lady 10min later advising her boss, the reservation supervisor advised she did not have the authority to make the change. Being that my reservation change was 2 months away and I was Titanium Elite I was shocked at her call back. I asked to speak with the supervisor and she stated that call transfers were not possible on her phone. So I hung up and called the hotel getting the reservation supervisor. He was rude, abrasive, and very adamant that his staff would never do such a thing. I asked him to listen to to the call recoding and go and speak to the associate. As of today none of that has happened and he advised finance will not allow the transaction to go through even though just yesterday it was an approved transaction. It s unfortunate that this company will not honor their commitments.

I have been with Marriott for over 10yrs and they have been great. But when one of your employees agrees to something whether right or wrong you should honor that.

Moving forward I will move all my business to Hilton. I plan on giving up my Titanium Elite status and canceling my Marriott bonvoy credit card as a result of this issue. I know that in such a big company we the loyal clients will lose in the end.

A simple we will honor what our employee stated and do the right thing would have been the right thing to do. Try and avoid this hotel if you can.

Have a great day Marriott!