I stayed for the Premier League Mornings Fan Fest. Ideal location just across from Dilworth Park. Unfortunately a but too close, not that it’s the hotel’s fault. Fans were queuing from the middle of the night and making quite a bit of noise. I would suggest you get a room on the opposite side to City Hall. Staff are great and rooms are more than adequate.

Dear Ms. W Z,
Thank you for your email.
That is well and good that you shared my feedback with your staff but to me that does not resolve my complete and utter dismay that I felt that night. The tone of your female front desk person was so aggressive that I felt fear. I locked my door and planned to just leave but was concerned about checkout and room #s as the name on the TV monitor was that of another customer. I did not want to face the front desk people again.
I am a frequent traveler yet I have never been treated so badly while staying at a hotel. To me, this is outright unacceptable behavior and so far removed from "highest level of hospitality" that I had to resort to calling Marriott Rewards number for assistance is clear that there was no one at the hotel had the capacity to resolve this unprofessional behavior.
I was very tired and just wanted to be in bed upon my arrival but I was doomed from the moment I arrived. I was advised by others to change my hotel reservations prior to my arrival, I should have listened.

To recap: highlights of my 'welcoming stay'
Upon arriving at check in I was asked my name. I was not greeted with a hello or welcome. I repeated my name many times and spelled it with emphasis on the M. He seemed frustrated and told me that he can't understand with my mask on.
I wanted to purchase food. Another male front desk person helped me and he was polite and kind.
Upon arriving in my room, I was cold and turned on the heater. It was blowing cold air and I thought it would warm up and waited. The engineer told me that he reset the thermostat and now it is working. I went to the vent and told him that it is still blowing cold air... he said it would take time. Okay let's wait. He then pointed at the windows for an explanation of the cold air, I did not get it but I stated again that if it continues to blow cold air then it is not working. I sensed that to him if he said it is working then to believe him. He was very condescending.
When it was apparent that it was not working, I called the front desk to switch rooms and preferred to stay on the same floor to make moving easier. I was told to come down to get keys. There was no concern for my issue and the discomfort that I had experienced. Eventually they agreed to send up the keys. They gave me #415 and wanted me to move from the 20th floor down 16 floors to the 4th floor, adding insult to my frustration. I was using my upgrade reward for a better room.
When I called in frustration about the room floor, the women yelled at me right away and hang up. I called back and she yelled at me and told me to not raise my voice at her and continued to repeat this and hung up. I called again and she just hung up the phone. Maybe this may happen at a motel but this at a Marriott? At this point I called the Marriott Rewards number and explained my situation
Marriott Rewards number representative listened and documented everything. She called the hotel to ask about the billing situation to ensure I would not have any problems checking out the next day as I did not want to face the front desk at checkout. When she got back to me, she was able to get me on the 15th floor and that they checked the room heater and it was working. They told me someone would meet me there and I could check it out. And also mentioned that someone just checked out (9pm??) and that a room on a higher floor was just found... hmmm.
Same security guard met me at the room and because it was still blowing cold air, I opted to stay in my current room. The security guard said he would get me blankets. He was kind and showed genuine empathy and wanted to help. I felt calmer and touched by his kindness. I extend my gratitude to him for allowing for his kindness.
I also commend Marriott Reward representative for forwarding my complaints and also attempting to resolve the issue at hand.
Otherwise, it is best to share this letter via trip advisor so that others do not have to experience the pain I encountered.