On 12/25/22, we drove fourteen hours to get to this hotel having made a reservation earlier in the day and being provided an email stating that we had ”A Guaranteed Reservation”. Upon arrival, I was told that there was no room and that our reservation was not ”actually guaranteed”. The desk clerk stated that the hotel had ”overbooked rooms” and that there was no room available for me, my wife, and my two small children; all of whom were dead tired and needing a good night's sleep. Very late at night, I had to go hunting for another room in that town and luckily was able to find lodging in the Holiday Inn Express down the street. (Great customer service and a nice hotel in case you're wondering. Also an outstanding breakfast!) I made a complaint with Marriott Customer Complaints at 1 (800) 721-7033 and was given a complaint number and told that the hotel management would contact me to discuss the incident. No one from the hotel ever called. On 01/09/23, I telephoned the Marriott Customer Complaint number again, provided my complaint number, was transferred to a ”supervisor” and was told that reservations, despite being ”guaranteed”, are not in fact guaranteed in the event the hotel overbooks the facility. They answered none of my questions and only repeated, ”Your credit card was not charged. Your credit card was not charged” then said it was my fault for not arriving at the hotel earlier in the evening. The representative then disconnected the call while I was speaking. That was very frustrating and the worst customer service I have encountered in the lodging industry. I called the number back and asked to speak to the supervisor of the supervisor. I was connected with ”Moses” and explained the situation as well as the conduct of the previous ”supervisor”. Moses put me on hold, called the hotel, and then informed me that he could not locate a manager at the facility. He took my information again and said the manager of the hotel would contact me by email within three to five business days. (For the record, Moses had a great business demeanor.) Moses agreed that a customer has an expectation that a hotel will have a room available upon arrival. If you want to have a room to sleep in when you arrive, do NOT make a reservation at this hotel. Make a reservation at the comfortable Holiday Inn Express down the street where the staff is very friendly and have you can enjoy a great free breakfast.
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