Candice Beam

Review of Courtyard by Marriott downtown...

The hotel is beautiful and in a great location, bu...

The hotel is beautiful and in a great location, but hotel staff can make or break a stay. I checked in via the Bonvoy app and requested a certain check in time, and When we arrived downtown at that time we waited over two hours after sending a chat to the hotel to ask if our room was ready to finally have a curt response. Most Marriot hotels will allow you to use your mobile key without checking in at the desk, which is what we are used to, so when I did ask about that at Check in, Marcel didn t even allow me to finish my question before Interrupting me, putting her hand up to stop me, and giving me some excuse that the hotel doesn t accept check ins on the app. I asked her to allow me to continue my question and she told me not to interrupt her. Very rude. Then she attempted to place my husband and I in a substandard room, well below the level we had paid for, as a punishment. As soon as we arrived in the room and I saw it was NOT what I had reserved, I called the front desk, and Marcel answered, of course, and said there must have been a mistake. Her mistake. She told us to wait there until she could get someone to bring us a key to another room. Conveniently, that took quite a long time. She was the face of the hotel for us, and made it quite ugly. We will not be back.