Cathy Kaboski

Review of Columbia Marriott

Very poor service. Many employees in this location...

Very poor service. Many employees in this location do not provide the traditional level of service that I have experienced at other Marriotts and have come to expect from the Marriott brand. I actually worked at a Marriott years ago and had been taught we were to do everything possible to delight the customer. We checked in on a Saturday evening with Marriott points. They said we needed to provide a card for incidentals. We had $6 in incidentals. We used an account, and they did not tell us they were charging us $50 for incidentals because we provided a debit card. I called to inform them that they had charged us $50, and they continued to insist we were not charged, but that it was just a hold, and they argued with me for 20 minutes telling me that I was not charged. After my insistence they transferred me to someone else. Finally, they stated that in fact we had been charged, but they insisted they can do nothing for a week to refund the money we did NOT spend. I would not have had an issue had they informed me to begin with. But they did not. This hotel s employees that I spoke with were extremely rude, classless and insisted they can do nothing, which of course they can, but don t want to because it is not consistent with their process. The restaurant s servers were not attentive while very few people were even in the restaurant. They did not smile or show graciousness but instead acted as if they were being burdened with our order. Most of the employees at this location need a serious attitude adjustment. Ironically, the man who checked us in and didn t inform us of the inevitable charge did NOT have a bad attitude, and was actually gracious, though that was a lapse on his part. I have two brothers who practically live at the Marriott and have the highest status you can have with them. One of them had gifted us with a room using points. I cannot believe we were treated like this with absolute indifference and hostility. Now I have to continue to watch my account until they put this money back that we did NOT spend. What a huge pain! Never have experienced an actual charge for incidentals when there were none and then waited such a long time to have it refunded when the charge was never approved by us, we were just informed afterwards. Totally unacceptable. Stay clear of this Marriott if it is the Marriott caliber of service you expect. Better off at the Motel 6.