How was your check-in experience? Were you greeted and assisted as positively as the guest who praised the professional customer service individual, Joshua?

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How was your check-in experience? Were you greeted and assisted as positively as the guest who praised the professional customer service individual, Joshua? in United States,Kentucky,Louisville,Courtyard by Marriott Louisville Northeast

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    2023-12-23T09:53:47+00:00

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    Dear Marriott,
    I hope this message finds you well. I wanted to share my recent experience during my stay at one of your properties. Unfortunately, it wasn’t as positive as I had hoped.
    I booked a handicapped accessible room (rm 107) for a specific reason, but I encountered issues with the handicapped shower apparatus, which seemed neglected and broken. The condition of the shower chair was unacceptable, and I’m grateful I didn’t need to use it. I have been a loyal customer for a long time and have trusted Marriott for my travel needs, but this experience left me disappointed.
    Additionally, I requested to speak with a manager (MOD) but was told that no managers were scheduled for the entire weekend. I found this hard to believe. Furthermore, I wasn’t informed during check-in that maid service wasn’t provided unless requested, leading to surprises like having to empty my own trash and ask for fresh towels.
    The evening employee was challenging to deal with, as they didn’t fulfill my requests during the five-night stay, including putting in my rewards number or getting the room cleaned. There was also an issue with an item left behind after check-out, which resulted in an incorrect charge.
    Contrasting this, my check-in experience was excellent. Joshua, one of your professional customer service individuals, made our late-night arrival smooth and pleasant. His exceptional service, from greeting us to offering better room accommodations, was unexpected and made a positive impression. Kudos to Joshua for being an excellent reflection of your company.
    In conclusion, my recent stay was not the best experience I’ve had with a Marriott. I encountered cleanliness issues, unfulfilled requests, and a lack of managerial presence. I hope this feedback can contribute to improvements in the future.
    Sincerely,
    [Your Name]

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