Boston Marriott Cambridge

Room was clean and comfy, but I booked over the phone and they incorrectly booked the reservation for a month before my stay. They did not send a confirmation email, charged me a no-show fee, and told me they had no record of my stay when I first arrived. I spent an entire day getting them to even acknowledge the issue and provide any accommodation or refund. I understand that service workers have a difficult job but the level of rudeness was inexcusable. Good location tho 👍

I recently had an incredibly disappointing experience with a Marriott hotel, and I feel compelled to share my frustration with fellow travelers. As a loyal member for over two years, I had come to expect a certain level of service and support from the Marriott brand. However, my recent encounter with their refusal to provide a refund after a flight cancellation shattered my faith in their commitment to customer satisfaction.

Upon learning of the flight cancellation, I immediately contacted the hotel to explain the situation and request a refund for my reservation. Given my loyalty and past positive experiences, I genuinely believed that Marriott would understand my predicament and work with me to find a reasonable solution. Unfortunately, this was far from the reality I encountered.

The hotel staff, instead of displaying empathy or even acknowledging my loyalty, showed a complete lack of concern for my circumstances. They callously dismissed my request, citing their policy that reservations were non-refundable. I explained that the situation was beyond my control, and I had always trusted Marriott to prioritize customer satisfaction over rigid policies. Regrettably, their response was cold, unsympathetic, and inflexible.

What deeply troubled me was the disregard for my loyalty and the absence of any effort to accommodate my needs. It is disheartening to realize that my two years of membership and my previous stays seemed to hold no value when it came to this unfortunate situation, Fiala especially . As a result, not only did I lose the money I had paid for the reservation, but I also felt betrayed and undervalued as a customer.

Marriott's lack of understanding and unwillingness to assist their loyal patrons during unforeseen circumstances has left a lasting negative impression. It is crucial for any reputable hotel chain, especially one with Marriott's stature, to prioritize customer satisfaction and uphold the trust placed in them by their loyal members. Unfortunately, my recent experience has shown that Marriott falls short in this regard.

I cannot, in good conscience, recommend this particular Marriott hotel to anyone. If you are looking for a brand that truly values its customers and is willing to go the extra mile, I suggest exploring other options that prioritize customer satisfaction and treat their loyal members with the respect they deserve.