Tool was playing at the PNC arena so I traveled to Raleigh to see the show with brother. He works for Marriott so we received a great rate, made the reservation 2 months in advance. I’m a Bonvoy member so I received an email the day prior to my arrival asking if I wanted to check in early on line, so I did. I was driving to the hotel around 2:00 pm the day of the show to see if I could be upgraded due to my status. Upon talking to Chelsea at the front desk, she informed me my reservation had been canceled. I asked how, seeing as I had already checked in, and I did not cancel my room. She said the hotel was oversold, and since we had a cheap rate ours was the first to be canceled. So now, here I am coming in from out of town to take my brother to a show, and hours before the show starts we realize we have no room. I asked if she could get us in another hotel, she said it was not her job. I left 2 voice mails that week for the GM, never heard back. I called the Marriott number on my bonvoy account, and while they apologized, they said since we had an employee rate their was nothing they could do. Totally unacceptable in my opinion. I was never informed my room was canceled, and had I not called we would have shown up and been totally out of luck. Chelsea said I was emailed, which was a lie as I checked my email and I never received anything from Marriott that day. I have not stayed at a Marriott property since. Good luck with that kind of customer service. So if you are going to see a show, and you want to make sure you have a room, I would recommend booking elsewhere.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC