Norfolk Marriott Chesapeake

We were moving to the Virginia Beach area and choose this hotel due to it was close to our new home. When I booked the trip the hotel agent explained to me that since it was Memorial Weekend 1 night of our stay would have to be Advance paied or Prepaid. I agreed and gave the agent my card number. When I arrived at the hotel on Saturday 05/28/11 I told the desk agent that I needed to check in and went to hand her my card. The front desk agent then told me my stay of 6 night ($860.00) (we were scheduled to stay for 13 nights) was prepaid to my card already. I asked her how did they decide to charge me for the 6 night and who gave them permission to charge my card for part of the stay. Neither the desk agent or the front desk supervisior could answer the questions or give a explination on the reason they choose 6 nights versus the whole stay or why they did not follow their policy and charge me for one night. After discussing this with the 2 they said once I check out any remaining balance would be refund upon check out. Neither of the desk agents were helpful or showed any care to resove or attempt to resolve the issue. When I went to check out on Monday 05/30/11 the front desk agent told me she was not authorized to check me out and issue a refund since the room had been advance paid. She gave me the name of 2 managers to call and she assured me they would be in on Monday 05/30/11 ay 9 am. I called and left a message for a lady named [...] twice on Monday and once on Tuesday, she did not call me back about until late in the afternoon on Tuesday. I had to return to the hotel to get a receipt and check on the status of the refund. Again neither of the desk agents were very friendly and a guy who looked like he had not shaved in days came over and started telling me that the whole issue was my fault and I should have known that I was going to be advance paying for the stay. I also sent an e-mail to the managment company, Crestline Hotels & Resorts, Inc, on 05/28/11 and as of today I still have not gotten a response. It looks like customer service lack all the way to the top with the local hotel and the managment company.The hotel front desk staff was not helpful, did not even apoligize for the issue and showed no care or concern to fix the issue. On Saturday 05/28/11 after I tried to discuss the issue with the front desk I went back to my room and told my wife I would have been happy with a I am sorry for the mix up and we will get this issue correct. It would have ben amazing how if the staff just said those few words it would have made things ok. I hope that the hotel managment can retrain the front desk staff on customer service.Overall the hotel was a nice hotel, the rooms were nice and the maid staff was GREAT!

There was one partial set of towels in the room upon checkin. It took well almost two hours, 3 calls and a personal visit to the front desk to get enough towels. The next night we returned to find, not enough towels and it took 3 calls and one hour. The bogus excuses we received were "housekeeping in taking inventory" and "we're busy with a lot of requests".

The Marriott Chesapeake is a lovely, new hotel with excellent amenities and gracious rooms. The staff we encountered we extremely friendly and helpful. We will visit there again.

This was a fantastic hotel,and the decor was beautiful for the price. The hotel was very clean and comfortable. Our teenage kids had a great time. The staff was very friendly.

When I first arrive at the hotel the room that the hotel staff told me that I would have, I ended up not having. The room that the hotel staff placed us in had one king size bed, their were three of us my husband, my daughter, and myself. So I made a phone call down to the front desk and explained to them what had happened, the staff then apologize and told me that all the suites were sold out, I was very upset. I explained to the staff that I spoke with [...]the office manager of the hotel who had placed me into a suite. The staff apologized again and told me that they could only place me in a room with two beds. I took the room with the two beds and then my family and myself went to eat dinner. When we got to the resturant I felt bad, and in turn went back to the front desk and apologize to the young lady, she then inform me that a suite on the first floor became available. So I went back to the second room that the hotel staff placed me in to remove my bags and place them into the suite. I did not appreciate the way that business was handle I really wanted to stay on the seventh floor in a suite, where I thought I would be staying. In conclusion I will never stay in the Marriott at Norfolk, and if a friend ask me to recommend a place to stay in Norfolk or Chesapeake it will not be at the Marriott.

I did not spend a lot of time in the hotel. The location was central to the area i was visiting. The staff was very friendly and the breakfast was good. Have not tried to get the four movie tickets yet bnut I will try and let you know after my next stay. I plan to stay at this hotel the weekend of 4 July.

THAT WAS NY FIRST TIME EVER GOING TO THE MARIOT AND I FELL IN LOVE WITH THE HOSPATALITY THAT WAS GIVEN FROM ONCE I WALKED IN THE HOTEL IT WAS SO WELCOMING AND WHEN WE GOT TO THE ROOM IT WAS BREATH TAKEN MY 9 YR OLD SON EVEN THOUGHT THE SAME. WHEN IT WAS TIME TO SLEEP YOU FELT LIKE YOU WAS IN HEAVEN THE BED SHEETS AND COVERS WERE SO SOFT. I WOULD RECOMMEND IT TO EVERYONE AND I AM DIFFENTLY RETURNIG BACK FOR ANOTHER VISIT