The service desk personnel were pleasant and friendly, the food in the hotel restaurant was very good. The location was excellent and basically everything about my trip was outstanding with the exception of my room. I preferred a non-smoking room
and I was warned of a service charge if I smoked in the room. The room and linen wreaked of smoke, the balcony area was loaded with cigarette butts and the bed was in need of a mattress change. I was disappointed with the comfort of the room, after all it was a Marriott and I expected more from that chain of hotel.
I reserved a room for 3 adults on the Club Level via Orbitz and the room description on Orbitz indicated the room would be either "1 king, 1 queen or 2 doubles". Since we reserved for 3 adults it seemed reasonable to assume we would receive 2
doubles. When we checked in, we were told we would receive a room with a queen bed only. When asked how this could be, since we had reserved for 3 adults, the reply was that that we had not reserved for 3 adults. When I provided the front desk staff with a copy of the confirmation indicating 3 adults, they blamed it on orbitz not sending through the correct information. I asked to see the hotel internal registration documents and noticed that the documents indicated 3 adults also. When pointing this out to the staff they played dumb. After much complaining and demanding to speak to the hotel manager, then only were we able to obtain a room with a king bed and room for a roll away bed to be brought in. We were told by the front desk staff that we could avoid these problems if we reserved directly with the Marriott site instead of going through Orbitz. A very poor customer service experience, indeed.
During our 2 night stay on the Club Level, the lounge never once opened at the opening times indicated on the room brochures or the Club entrance signage. When they did open the food items were quickly exhausted. A very poor customer service experience, indeed.
On Sunday morning we requested information from the Concierge on attending a local church service. We were provided a fact sheet with times and directions for an 11:45 service and took a cab to the service. When we arrived the service was just finishing and the officials at the church told us that they had discontinued the 11:45 service more than 2 years ago. A very poor customer service experience, indeed.
I would recommend avoiding this Marriott when staying in Amsterdam at all costs.