Everything about our stay was enjoyable until our group encountered Ashley, the receptionist. While we made the best of our experience, it is difficult to overlook the fact that her level of customer service was among the worst I’ve seen at a Marriott property—borderline nonexistent.
What stood out was not just the lack of professionalism, but the dismissive and negative attitude she carried throughout the interaction. If one chooses to treat guests in such a manner, at the very least they should be competent and knowledgeable about their role. Otherwise, it reflects poorly not only on the individual but on the entire establishment.
When I attempted to escalate the matter, the manager’s response was essentially that “nothing could be done.” While I did not expect immediate corrective action, I would have expected at minimum a willingness to acknowledge the issue, inquire into the employee’s behavior, and address it to prevent future guests from experiencing the same.
This review is not about compensation or resolution—it is about accountability. Marriott has a reputation for high standards, and employees like Ashley, if left unchecked, erode the trust and expectations that loyal guests (my entire family have been members for over 8 years :)) associate with the brand. I sincerely hope this feedback is taken seriously and leads to improvement.