I stayed at the Arlington North location for 2 nights April 24-26th- 1st night I was checked in using my same card that I use for incidentals. I wasn’t informed about what kinda of card this location preferred. But I was told, after already having my card swiped and keys made, that the WiFi is out due to some storm damage. The next day I went to extend the stay, since the WiFi was out, I couldn’t finish my assignment, and needed the extra rest. Since I used a third party site, I had to make a whole new reservation for each stay. Which meant 2 separate incidental fees. I go to check in with the front desk and at that time I was told by Candice, That TownePlace suites don’t take prepaid cards, and she would have to inform her GM. From that point, I observe that there is no communication between staff or lack of training, however I explained to them my concerns and how that this information was new to me and how I felt about the situation and in turn shouldn’t be reprimanded by false information or lack there of. Consequently they were responsible for the miscommunication and honored the agreement. I was also informed that they don’t want people using prepaid cards as forms of payment because they take up to 7-10 business days to refund the money, unlike the normal 3-5 business days Im custom. As of May 4, I still have yet to receive my refund. As well they were still showing pending on my account summary. I immediately contacted my bank and they informed me, that not only were payment status read pending, but they have the ability to hold my money until MAY 11th!!!! I was shocked and very upset at this new information and reached out to the location. They of course just repeated the same thing that they said before. Only this time they were very unapologetic, didn’t emphasize with my problem and proceeded to make me feel as if their hands were tied and conducted themselves in a nonchalant manner and was hesitant to give me the corporate contact and they’re names. GM Alyssa I believe, I never seen her face and refused to call her superiors. Stating, once again misinformation, that the office was closed. Without even suggesting leaving a voicemail or email. In addition, she stated that this was a franchised location thus the brand standards of Marriott were not applied nor informed. Seeing as they were not being any kind of help. I located the contact information for cooperate and left my own voicemail. When I reached out to Marriott, I was dumbfounded by the policy method that the use for this situation. This is to send you and your concerns back to the location where they were placed and hopefully they will handle it. In other words send you on a wild goose chase to get absolutely nothing done. Everyone I talked to disassociated from taking accountability and gaslight you till you move to another and then it’s one person after next repeating the same script as to Confuse and convince outsiders that they are an organized and stable. When in rea
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