If you're looking for poor service on all levels then this is the place for you. I'm an elite Marriott rewards member and have never experienced such deplorable service and poor communication on all fronts. I had booked a 2 bedroom suite for this past weekend and upon check-in I was told my room wasn't ready. The gal at the front indicated that she would check in with housekeeping and put a rush on getting our room available and contact me. I had informed her that we would go grab a bite to eat nearby and come back afterwards.
When we arrived nearly 2 hours later, no room was still available. The other gentleman at the front desk stated that a room was free but housekeeping wasn't done yet and if we could wait another 15-20 minutes, housekeeping would do a walk through and ensure everything was satisfactory. Since we couldn't wait and had a reservation for horseback riding to take the family to, we indicated that we couldn't wait any longer and would try again once we were done. Upon our return, which is now after 5pm, I attempt to check in again and was told our room was still not ready. After much digging, we learned that our room was given away to another guest and was told to wait another 15-20 minutes before another room would be ready.
At no time was there ever a manager available for us to escalate our concerns to and were told a message would be left for Jared to call us back by the following morning.
Once we checked in to our room, we started to unpack and as the evening progressed, we noticed the room was quite warm. Attempts were made to adjust the thermostat and it didn't feel as if the room was cooling down. The thermostat read 78 degrees. We called housekeeping. After 30 minutes, no one showed up so we called the front desk and since there was no one else available, the gal at the front check in counter came to our room and adjusted the thermostat and said it should be fine now. 30 more minutes go by and the room is still 78 degrees. We called again, and waited, and waited and someone else came to our room, looked at it and touched a couple of buttons and said it should be fine. Now it's past 10pm and our room is still 78 degrees. Another call was made and no one came.
The following morning we waited for the manager Jared to call us. No call. As we were heading out for lunch, we called in the front desk to speak to him since we haven't heard back. Jared was at lunch and unavailable. Upon checkout which is now nearly 2pm, Jared was still unavailable. The guy at the front counter apologized profusely and stated he will ensure that Jared follows up with us. I never ever got a call back from Jared. Only a generic email a day after we checked out for a partial refund that stated "Attached within the e-mail is the refund provided to your account" and that a discount was provided and if we had questions to call the hotel. Not a single apology whatsoever and it was the first contact received from Jared.
When we called to follow up on Tuesday, we spoke to another supervisor, Amanda who listed to our concerns and claimed that an additional credit would be processed to our account. Then Tuesday I received an email from Marriott with a statement charging my room for the full amount. I called to follow up on Wednesday and spoke to Lady and upon looking in the system, all she found was the initial credit that was put on my card and no notes anywhere regarding prior discussions with Amanda. Coincidentally, Amanda is not in on Wednesday and when I was transferred to the other manager on duty, I finally had an opportunity to speak to Jared. He was cold, rude and spoke sternly back to me when I expressed my frustration regarding the poor communication and experience all around. He basically told me that Amanda wasn't in, might be in on Thursday and that she would follow up directly.
This is a Residence Inn, not on the higher end of the Marriott locations, but the room was over $400 a night regardless. Despite being a loyal Marriott rewards member, the way in which we were treated was quite awful and an experience I will never forget and will be sure to share with others.
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- Also Known As:
- Residence Inn Los Angeles Westlake Village Hotel Westlake Village
- Residence Inn Westlake Village
- Marriott Westlake Village
- Westlake Village Residence Inn
- Westlake Village Marriott