There is a lot of good, but the back end has been terrible. I should also state that I am a Marriot Platinum member. Good-The hotel and area are beautiful. We fell in love with Dana Point and the beautiful grounds of the hotel. The room was clean and comfortable. Not Great-The staff is a mixed bag. Some front desk staff were wonderful and very helpful. Others were just doing a job. For example, we got in about 3:20 and we're told our room was not ready and would be by 4:00 guaranteed. We were also told we would get a text. At 4:15 we checked and a wonderful lady got us a different room because ours was still not ready. The food was tasty but staff was not very attentive. Bad-Here are the issues I am still working out. I had two charges on our card that didn't add up. I called the week we got back and left a message regarding the issue, no call back. I called 4-5 days later and couldn't get the accounting staff, but the front desk said they could only see one charge of $158. Today (4-5) days later, still no call back on the initial message, I got in touch with the accounting staff, and they said they would look into the mysterious charge. So, three calls later, I am still out an extra $128. The other charge was $158 for one night of valet parking and a resort fee. I asked about this on the second call, and the front desk stated that valet parking is $60 per day, not per night, hence $60+$60+$35 which equals $158.81 so there must be tax. The odd thing is how they list parking on the app. One section says on-site parking $52 a day. Another section says Parking overnight self $52, valet $60. Hence, there is some false advertising here. I will post a screenshot if allowed. All in all, we loved the hotel, but the lack of urgency on fixing bills and inconsistency of parking fees are infuriating. I stay at Marriotts about 40 nights a year, and this fee experience has been the worst I have ever had. Usually, it is a one and done call
102 Ulasan