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"I am a Marriott Bonvoy Lifetime Platinum member with over $20,000 in annual Marriott spend. The property itself is well-maintained, comfortable, and the staff have generally been pleasant — it is genuinely one of the better options in Longview. Unfortunately, the guest experience is undermined entirely by the conduct of GM Jonathan Bayne. I was cancelled at this property due to an automated system response triggered by a flight delay — something entirely outside my control and an objectively absurd outcome. In the weeks that followed, the property's sales manager, Clint, reached out to me personally to apologize for the incident and actively sought to win back my business. Shortly after, I was cancelled again — last minute — and informed by impersonal email that I had been "banned." The ban was issued by GM Jonathan Bayne in apparent retaliation for a customer service complaint I had filed. I requested a direct phone conversation to resolve the matter like adults. Mr. Bayne has declined to speak by phone, choosing instead to conduct himself exclusively through impersonal emails — a posture that speaks for itself when dealing with a long-term loyalty member raising a legitimate concern. I would encourage Marriott corporate and 281 Lodging Group ownership to look closely at how this property is being managed. The hotel deserves better leadership than this."

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