Belfast Docks

Review of Augusta Marriott at the Conven...

Made reservations for this hotel two months in adv...

Made reservations for this hotel two months in advance to attend a conference. At the time I made reservations, I requested a first or second floor room due to the fact that a member of my party had a medical condition that meant she was unable to stay on a high floor. We were told by the reservationist that this was NOT a problem and could be easily accommodated.

Upon arrival, we were first advised we could check in at 12:00 noon by hotel staff. However, at noon, a different hotel staff advised that our previously made request for a lower floor room could NOT be accommodated and furthermore, we could not check in until 4:00. The staff even told us that it was noted in our reservations that we needed a the low level room due to a medical condition, and they STILL refused to accommodate this request. We did not receive any compensation. After refusing multiple times to assist us with the request, the staff had the nerve to "compliment" me on my outfit, which really just angered me further. While I understand that not all requests can be accommodated, it seemed ridiculous that the staff did nothing to help us and did not reserve a room for us on a lower level floor; yet our request was in the system and visible, and the staff confirmed that! For a luxury hotel, this lack of accommodation is ridiculous. The hotel staff even asked me who I made the reservations with. As I pulled my phone out to show her the number I had called two months prior, she wouldn't even let me get that far - she cut me off and said that I had likely called a reservation line and the employees working the reservation line didn't know what was going on in individual hotels. If that is the case, then the Marriott line has a serious problem: there is a drastic lack of communication between reservationists telling customers that requests for medical conditions can be accommodated, and hotel staff refusing to accommodate those requests. All members of this business need to be on the same page, and they clearly are not.

We also had a terrible time with servers in the hotel. The service was slow. They refused to fill our glasses until we managed to stop someone and request a refill. The bellhop did not load the cart with our luggage; we actually had to hand him the bags. Staff said hello to us when we passed by, but sometimes it was with an air of doing it only because they had to. I will NEVER stay at this Marriott ever again.