2/10 Terrible
Verified traveler
Business traveler
Aug 19, 2025
Disliked: Staff & service
Disappointing experience
I had a very disappointing experience with this property. I was denied the room I booked because the hotel claimed their system does not sync properly with Hotels.com. The hotel was fully booked and overbooked, and they moved me to a sister property, which is a 3-star hotel compared to what I originally booked. They promised me an upgrade and assured me that the arrangement had been communicated clearly.
When I arrived at the sister hotel, however, I was told no upgrades were possible as they were also fully booked. Instead, they offered late checkout and free breakfast, but my original booking already included breakfast, and since I was flying early in the morning, late checkout was useless to me.
To make matters worse, the room they finally assigned me had not even been cleaned. Used towels were left on the floor, completely unacceptable for any hotel, let alone one under the Marriott brand.
If you are considering booking Marriott through Hotels.com, think twice. The lack of coordination between their systems and the poor service recovery I experienced left me extremely disappointed.
Verified traveler
Stayed 3 nights in Jul 2025