We have always had a pretty good stay when booking...

We have always had a pretty good stay when booking at the Marriott, until we visited South Lake Tahoe, more precisely, Heavenly Village.

For some reason when you walk up to the front desk to book a room, they tell you to call their 800 number and book it with someone on the phone. We all know how fun 800 numbers are, transferred, put on hold, disconnected and so on. 40 minutes later, we finally booked a room, they told us we "might" have to switch rooms because they were full and we nedded to stay 2 nights. Okay great room first night, the second day WITHOUT notice they deactivated our keys to the room. When I came back to get my camera and photography equipment to photograph a wedding the door/key would not work ...panic!!

I went to the front desk and asked what the heck was going on, they said "oh we had to deactivate your key". I asked why, they said we "might" have to have change rooms, after they reassured us we would not have to change rooms after all.

I called The Marriott directly to tell them about our experience while staying there, they did not apologize for this huge inconvenience and added stress, in fact I just got the standard lip service.

So much for their Marriott's Rewards program! Not much of a reward that I have found!