By far, the worst experience I have ever had at a Marriott. Passing through Little Rock, as there were crazy storms, we decided to spend the night. As usual, I booked the "top" Marriott I could find. This type of hotel, being a flagship Marriott, is usually some of the best luxury you could find at a hotel, not in Little Rock.
Started off with paying for a high floor room, which came with M club access. Unfortunately during check in, no one mentioned anything about the m club. I had to call later to even find out where it is (first floor by elevators). When we finally did find it, all it had was some stale cookies and a coffee machine, on a Friday! No snacks, no drinks, nothing! What a rip off.
That would of been a minor issue if not for the in room dining catastrophe. To make a long story short, apparently the in room dining menu is different then the restaraunt menu! Except they don't tell you this...
My wife being a vegetarian, she tried to order the eggplant, which they were out of. This left the only choice being the "vegetarian pasta" which came with a white whine sauce according to the menu. My wife is allergic to cheese, so I specifically said "no cheese in this dish's right?" The guy said ofcourse. I ordered the "14 ounce bone in Berkshire pork chop"
An hour later, the same guy who picked up the phone brought the food! Except he didn't bring it on a roller, he brought one tray, and left it on the desk, then brought the other dish and just left it on the floor! I was in disbelief, but whatever, we wanted to have a good night and we're willing to let a lot of things go.
Unfortunately next came the food. Instead of a white wine sauce in the pasta, it was a cream and cheese sauce. And the 14 oz pork chop was actually two sad looking tiny pork chops. My wife could t even eat her food so we called and asked for money back.
What proceeded to happen is the kitchen staff came up to our room, with the head of security named darrel, and demanded our uneaten food abck to get a refund, and proceeded to threaten to run in and take it if we didn't. I was flabbergasted, called the front desk and asked for a manager to come up. Immediately the kitchen staff just walked away without saying anything. The head of security kept saying "I don't know what's going on, let me find out" then he left as wel and didn't come up. No manager ever came up or even called us back.
We ended up packing up at 10 pm and heading to the residence inn as we were afraid to stay in this hotel. Got an entire refund, plus 20000 points but never did hear from any management despite the promises of the hotel. Left my number and eMail.
This hotel ruined what should of been a great night, and delayed us on our trip. I've never had an experience as bad as this at any hotel, much less a Marriott. The thing that still bothers me the most is the complete lack of care or oversight of their employees. Ms. Taylor from the kitchen was the most unprofessional person I have ever met. This stay has affected me, and I will think twice before booking a Marriott again. read more