★
Very serious problems.
When I checked out, they charged the wrong card and said they wouldn't be able to rectify the error until the next day. Pretty serious mix-up: the bill was over $1300. (What if it had been a debit card?) Didn't hear from them the next day, so I called over there. The first time, nobody answered; the second time, it was answered by a bot, and when I insisted that I needed to speak to a human being, it transferred me to some kind of call center on the other side of the planet. I told the fellow that I needed to speak to the manager on the premises, and he said I should redial the number and ask to speak to the front desk. When I tried to explain to him that that's not possible because the bot doesn't give you that option, he interrupted me and said, "You're not listening."
That was the last straw. It's not just that this hotel is badly mismanaged. (There were other problems with my stay--and I still don't know how and when my bill is going to be rectified.) I'm going to have to think long and hard before I ever stay at a Marriott again, because if something goes wrong, it's going to be a nightmare to get to speak to a human being. Marriott is doing serious harm to its reputation by offloading customer service to bots and third-world call centers.
