Jennifer Pappas

Review of Cleveland Marriott East - Wine...

My daughter and I stayed on the evening of 3/8 for...

My daughter and I stayed on the evening of 3/8 for a sports tournament early the next morning. We checked in around 9pm and wento the lounge for a snack. When we came back to our room the key would not work. I called downstairs and they asked me to come down and get a new card . I did, came back and new key did not work. Call again, go back down, those keys don't work either. They send maintenance up. SOmething is wrong and lock is malfunctioning. They need the lead engineer to bring the key to unlock my door. Great, where is he? He's home in bed. Only three people in the entire hotel have access to this key. Because it's certainly convenient to leave a guest and her child in a hallway until after midnight while we wait for the engineer to show up. While the Maintenance man and lead engineer were very nice and extremely apologetic (the front desk was not), it is unacceptable that we had to wait nearly over one and half hours to get back into our room. You're in the hospitality business, correct? Well, you failed your customer big time and the only thing I was offered was 5,000 marriott points. Completely unacceptable. I should have been contacted by a manger at the very least. I won't be back.