Detroit Marriott Troy

Mistreatment on a Titanium and very loyal Bonvoy member, During my recent interaction with the security officer on 10/09/24 at the Marriott Detroit, located on Big Beaver, I felt that my experience was marred by his unprofessional conduct. He appeared to misuse his position and the authority of the company as a means to personally confront and humiliate me. This behavior significantly disrupted my train of thought as I was preparing for an important meeting and considering a potential stay at this location for a few days. So, l asked for management, and to my surprise, management brings the very same security officer who had just made my experience so uncomfortable. His presence only added to my frustration, as I had hoped to address my concerns with someone in a position to help. Instead, I found myself facing the same individual who had already undermined my confidence and disrupted my focus. Shame on you Marriott Detroit Troy Michigan!

Refreshed hotel, clean, food was good. I spend about 100 nights a year in Marriotts I feel I know the rules well, typically when a family member travels with me I let the hotel know on the Bonvoy app they are coming in first. The name is added to the reservation they are given the card on file and everything is smooth, however the response at this location was basically that wasn’t there problem if I wanted to do anything with the reservation I needed to call reservations. What a time kill to go in and wait until someone can add the name, even that person seemed perplexed I was instructed to call them. Definitely not what I expected. The other area that could stand a rethink is the parking lot at the back, more lights would be very helpful. The lounge is not open on weekends and that starts on Fridays.

Our dissatisfaction stems from a discrepancy regarding your hotel's cancellation policy. Earlier in the day, we contacted the establishment to inquire about the cancellation policy for our reservation. On our initial call, we were informed that a 24-hour notice would suffice to adjust our reservation without incurring any charges. However, the hotel staff changed dramatically when we called back just one hour later, and we were given entirely contradictory information, stating that we would be liable for the full amount of our reservation. This sudden inconsistency left us in a state of confusion, as we attempted to navigate the conflicting information provided the staff. What added significantly to our dissatisfaction was the manner in which we were treated throughout this ordeal, particularly by John Rich, the Director of Finance. Mr. Rich not only failed to provide any assistance, but he also exhibited an astonishing degree of dismissiveness toward our legitimate concerns. To our astonishment, he did not even bother to pull up our reservation, and when he did join the conversation, his sole purpose seemed to be to brush aside our questions and objections. Unfortunately, this situation did not occur in isolation. Throughout this entire episode, which spanned interactions with Jacklynn Brock, Ceej Wilhelm, and Mr. Rich, we were met with a consistent lack of empathy, understanding, and professionalism. The situation deteriorated to the point where Mr. Rich abruptly hung up on us during our conversation, leaving us feeling disrespected and entirely unheard.