Marriott International

We had a horrific experience at the Maya Rivera Edition from the 1st-6th. In a nutshell, we have traveled the world over and are not by any means people who complain or make things up.

The service at this location is horrible and I think its more about language barrier versus poor training. The staff were friendly, yet very negligent in every part of the property with the exception of the lounge. We were moved as a result of what I considered a mold smell. Then we were placed in a room that had the very common sewage smell when the AC was down or off.

The hours of operation in the main breakfast changed 3 times in 4 days and the hours at the family pool restaurant changed every day while we were there. We started just paying with a credit card for all of our meals after they over charged us 3 times for stuff we didn't order. We always secure two rooms and the phones in both rooms were inoperable. With that, we would have to go downstairs to order room service!

Concierge service was very bad in following up or securing any requests. We started making our own plans for dinners off property. The hot water in our room was cold for two days. They sent an engineer up late on the 2nd day to repair the issue.

The smell has left me with a nausea feeling that I can't quite describe.

There is no way some of the rooms should be occupied based on the odor. The staff offered accommodations and they were never applied to our account.

In close, the property was beautiful and the staff were friendly.

I think there needs to be some language training and an overhaul in the housekeeping department. We have stayed at a myriad of high end properties all over the world and this was literally one of our worse experiences.

Greetings , After returning home from my horrible Mardi Grass vacation to New Orleans Ive taken some time to think about everything that happened at the Marriott hotel that started Saturday. When arriving, I waited in line to be assisted by the front desk agent which was kind of rude, and not so helpful were getting checked into the hotel.

I told her I was checking in and I have it on my phone. I showed her the room number she said OK. I asked her to give me some room keys for the other. Guess they were staying with me she printed out one set of keys then after I had to ask her, where was the elevator also about breakfast and the dining time.

this was my first time coming to this location. The presence at the front Desk was not welcoming at all. So me and My guest went upstairs to load our things up. The room had a little odor but it was manageable.

I sat on the bed and noticed that it was really hard so when we exit the hotel, I stop at the front desk and ask that they pad, my bed with another duvet for more comfort and we also needed some more towels then we left for the day. Once we returned later that night it was time to shower and get in bed I noticed what I requested wasnt done so I just said Ill talk to the manager the next day. My guest Coyander Jones took a shower first and she noticed that the shower was not draining properly that it was stopped up so that caused all the dirt so just rise. We didnt have any cleaning supplies to clean out the tub so we had to wait for it to drain rinse it, then wipe it with a towel before the next person can take a bath and it was three of us.

We got dressed the next day, which was Sunday and went down to see about breakfast first we had decided to leave to go eat brunch, but my guess was like we can stay here and eat so I went to the desk to report about my bed being hard and uncomfortable in the tub being stopped up and not draining properly. im leaving the front Dess lady She seem to be nice. She said shes not here just *** but shes coming and I said OK just tell her that I want to speak to her about the situation with the room she said OK and I walked off. my other guest, Krystal Sam Want breakfast accommodated she said, let me ask her if she can comp for breakfast.

Front desk gave us breakfast coupons. We went to have breakfast, and the host was very nice. The manager was notified a second time that we wanted to speak with her. We waited about an hour and a half and she never showed up so when we were leaving, I stopped at the desk and ask for her.

Then she comes out and her facial expressions was not very pleasant. She cant hide anything. So I started to tell her about the issue that I was having that she was already informed about. And how I was told that there isnt any extra duvets or blankets to pad the mattress.

so she said lets let me try switching you to another room she said is Mardi Gras season and if we dont have many options and I told her I understand and so she gave me some keys to the king suite so we went in to check the suite out because theres three of us and we had a double bed and noticed that they had a pull out bed and that was fine because the other girl can sleep in the pull out bed but when we pulled out the bed, we discovered that the mattress was in horrible condition and there were stains on the carpet and also stains on the sofa. You can tell the upholstery had not been cleaned in a long time they carried an old odor. I returned downstairs to the manager to tell her about the room and she was looking like she was upset that I was gonna tell her about the room so I showed her the pictures that I take and she was upset. She told her front desk agent to take that room off the market and she said this is not up to Marriot standards .

she told me Im a try my best she say whats your phone number so I can reach out to you when we have a solution and I told her OK and then I left and went to the store when returning back a couple hours later, I saw her at the desk, but she was helping a customer, so I proceeded to my room to get dressed for the day and waited patiently for her to call me. Upon returning back the night valet was closed . We were tired. We went outside a room and showered.

We noticed that the shower was fixed because it was draining properly and we was happy about that but again, my bed still is the same. I even explain to her when I asked about the bed I thought I had spinal stenosis and I have three bulging disc in my back for the night. I slept uncomfortable again that hard bed. So the next morning, which was Monday Lundi Gras we got up and started moving around to get dressing.

One of my guest. decided to iron her shirt and I discovered that the iron was broke and it actually burns her shirt she called down to the front desk and asked for another iron . about 30 minutes past and housekeeping knocked on the door, see eggs do you need a room service and we say yes and she was axing us what we need and we tried to explain to her and she told us that she didnt understand English so I told her Ill help Ill help you, Ill take the sheets off of my bed and we need towels to take a bath and shes like OK she went back to her cart

I started to take the sheets off the bed and I noticed the mattress tag. The mattress was outdated.

That mattress had been on a bed since 2006. she asked me what I was doing. I guess she tried to explain to me but she couldnt but I was telling her I just took the sheets off the bed so she can put new ones on so she called some of her coworkers they spoke English and Spanish, and they asked me what was wrong with the bed and I told him it was nothing that they can do that I told management about the bed I say but I took dishes off the bed so she can put fresh ones on so they told me she cant be in here while yall are getting dress I said oh OK she say how long will you be before you leave out the room and I told her we should be dressed in about 20 minutes they brought us another iron my friend had earned her clothes. And then I proceeded to iron.

Within 5min the manager knocks on the door with the housekeeping manager it was talking to me, aggressively, trying to provoke me and was targeting me.

She say you have been complaining since you got here I say yes and the issue was not resolved. You never called me. She said you pass by the desk and didnt say anything. I told her you had a customer, so why would I try to interrupt you with a customer for issue that Im having in the room when you said you was gonna call me so Im thinking that youre busy did you call me when you have time.

I asked her what are you going to stop to take care of the issue at hand when you have a customer at the desk she told me no. she was trying to interrogate me about my complaints to her which were simple complaints. With a simple fix she said I tried to put you in a room and I was like when I showed you the pictures you told me that was not up to Marriot standards. I say it wasnt it, what you said she didnt say anything .

Her and the manager for housekeeping were targeting me with the questions and were acting like bullies. Its like they were trying to provoke my behavior like they were trying to provoke me to act in such a manner of anger. I asked her is there anything else because at this point I was in my pajamas with no undergarments on, and the ladies was half dressed as well so she said you have been complaining since you got here and I may have to ask you ladies to leave because you talk to myself any kind of way so I said what did I tell your staff the housekeeping manager said you told her to clean this now and threw the blankets on the floor I said maam did you just tell me that she didnt understand English and then the lady explained that she didnt understand English, so where are you getting this fabricated story from? at this point, I knew that they were lying and getting all the staff on board to meet me, and my guess seemed like we were unruly and disrespectful, which was not the case at all.

she said Im a give you a few minutes to get your things out. Five minutes later the police are banging at the door telling us we have to leave now in that moment I was already on the phone with customer service for Marriott. Explain it to her about the situation and the customer service lady seem to have been having an issue with my account. I dont know what was happening with her that she had to keep on trying to verify that it was me when I have a business account with you guys and a personal account as well with my American Express.

The lady on the customer service call tells me well. You need to get out the room and get out the room now. The police would not allow us to shut the door while we get dress three black women unarm treated horribly like we were criminals like we were not paying customers and the embarrassment and getting put out by Marriot The Manger used her power because of a personal feeling and not business savvy . At this point the way I was treated I believe that this woman knows me know of me because instantly I felt she was treating me with colorism.

this was an absolute attack on me, so it was personal. my guess will be sending in their statements because at this point Im not asking any questions to the manager nor the police because I am trying to get dressed and Im trying to pack up to leave the Marriot establishment that was in poor condition, which Ive never stayed at a Marriott in this type of condition and never have been treated horrible how I was treated in my life. No one has ever had to call the police on me in my life. The housekeeping manager was standing by the door so she said you dont look like they got no holes in there which she didnt even step inside to see if there were any holes, so Im guessing they had conjure up a story to tell the police to say that we was very aggressive and destroy a property to get them to come here because if you call the cops, you gotta really have a reason to call the cops so they sound like they have a falsify police report.

so I told her to come in and we are going to look over this room and I want the police in here while we look over his room and I recorded a video of this room and the condition that it was in. I also have pictures of this bed. I also have pictures of the previous bed as well. Krystal Sam and Coyunda Jones ask the police a lot of questions ask the cops why were you called out the cops say we dont know you have to ask her then she said I dont wanna discuss it.

The manager said she didnt wanna discuss it. Then she say yall was being rude to staff. When we arrive downstairs to check out with the police, her staff was smirking and grinning and smiling to make things even worse the police asking us for our license. They said you are now banned from this hotel you cannot come to this hotel.

I never had plans to return to this location and it is point the way Marriott is treating this, and no one has called me on this situation. The sad thing about this is your most recent reviews on this hotel is the same thing that Im expressing she didnt even want to compensate us for anything. She did not try to help as a manager. She didnt do her job at this point she just seems to be a bitter woman working in management and Im not sure if shes fit for the position on the decision that she made to call the police on three black women and put them out doing Mardi Gras season when there is no hotels available in the city.

She was very unprofessional! at this point because she called the police and Father report I want this report pulled from the police department I wanna know was in this report. This story is fabricated by the staff. I will want a lie detector done on everybody all the staff the manager, so I can show truth that this was a fabricated story against me-and my guest, I would like for Marriott to pull the cameras on the interaction at the front desk and how many times I spoke to that manager.

You can also see our behavior and I was in and out at the hotel. I also would like to speak to the general manager I will take everything to social media about the Marriot and how we were treated, Customer service needs to do better as well , Manger said you will not get none of your money back. Me and my guess was humiliated and our vacation was ruined. Im asking for a full refund.

Also, that police report with a lie detector test to show that your staff fabricated this entire story . The manger is also a known felon