We are still recovering from the unpleasant experience caused by local staff at this Marriott property. We arrived after 11 pm on September 8, the first long day of a three-week vacation. After a regular check-in, too-long a call to find the ESPN channel number, and quickly changing into pajamas, we settled in to watch the US Open match. At a commercial break, I gathered toiletries to get set up in the bathroom, and was unprepared for the shock. We'd been given an ADA-accessible room, and that would be fine. Usually it means knee room under the counter, wheel-in shower. This bathroom was straight out of a correctional institution: bare, stark white with dull lighting; small, odd toilet in the corner; little bare sink hanging off the wall; drain in the middle of the floor. There was not a surface anywhere, even for a toothbrush, much less makeup, hair dryer, etc. Calls to the night desk clerk were fruitless. We are not disabled and did not request this type of room, and I thought we were being gracious in only asking for some sort of table and mirror. After midnight, the best offer was an ironing board (!), and finally the offer to move us. Considering we were exhausted, in pajamas, and unsuccessfully trying to enjoy tennis, we declined. The clerk promised a discount and bonus points from the manager in the morning. The night was a sleepless one, as the room was two away from an outside entrance, walls seem to be very thin, and possibly the door or doorway were different because sound was not muffled.
Ms. Cooley, the general manager, refused any concession, however, and would not tell us why we were given such an awful room. She would only tell us that they are not required to provide any particular type of room assignment. Our reservation had been made through Marriott on July 16, but no matter. Our reservation was made for a standard king room away from an elevator, ice machine, and entrance - this was also ignored.
We learned from Marriott Customer Care that our reservation had been changed at the local level, no reason given. Marriott policy is that an ADA accessible room is not to be assigned, unless requested, if the hotel is not fully booked, and the Midland location was not. Ms. Cooley and her staff clearly violated policy, and the tough lesson for us is that the Marriott Corporation has no control over such egregious behavior. A request was sent to her to follow through on compensation to us, and she would only give bonus points. A second request from headquarters for monetary compensation went ignored. Unless we continue to stay at Marriott properties, we paid full price for a miserable experience. Now that we have learned the hard way that Marriott Corporation is limited in assuring customer satisfaction, and that ultimately owners or managers of most properties have final say. We will have to re-think our first choice in where we like to stay.
It must be stressed that no one, fit or disabled, should be expected to spend the night in a room like the one we had - no one. Never. read more
