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Courtyard San Marcos

Courtyard San Marcos

4.3/5101 Ulasan
I am Marriott Titanium Lifetime. I have traveled around the world and stay loyal to Marriott as much as possible when I travel. I stayed here for a last minute and urgent business meeting this August. I was traveling with my wife who requires a service dog. Our service dog is elderly and we are training his replacement. While I did mention the service dog before booking the room, I was charged a $250 cleaning fee without any advanced notice and only saw the charge after the fact on a receipt that goes to my corporate expense account. I tried 4 times to contact the manager through Marriott Customer Service and did not receive a return call or email as promised. Finally, someone at Marriott was able to get an explanation to my dispute of the charge. They agreed I was allowed the service dog but charged me because I had 2. The room was spotless when I left and there was no reason for the excessive charge. I pleaded with the manager to consider a one time waiver of the charge as I did not know they had an issue with 2 service dogs (I am sure I could pursue this legally but not worth my time). The manager refused. It is hard enough to travel needing a service animal but for this hotel to make it that much harder is an insult. Don't stay here if you have any disabilities. They don't care and only look to profit from your needs. This experience has me questioning my loyalty to Marriott. I have the freedom to choose any brand when I travel and I will be exploring options.

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