As it was on my first stay there is a group of fabulous dedicated employees that always go out of their way to make things wonderful and welcoming for the guests. That group consists of Marta and Rudy at the front door. Dillon and Rob at the valet parking, the entire front desk staff, the chef in the restaurant for breakfast. Where he gets such fresh fruit each and every day for breakfast is beyond me. It is all greatly appreciated. Lisa, a waitress in the restaurant for breakfast. Ernie in the engineering dept and Kim in security. Each and every one of them has taken the art of customer service to a whole new level that is really only seen in the very, very top hotels, such as The Pierre in NYC in and in top hotels in Europe. Customer service, in general is a dying art, it seems, but not by this group at this hotel.
If the housekeeping dept. had some of the groups professionalism this hotel would easily be a five star without equal in Central Illinois. As it is with the very shoddy housekeeping I experienced twice, in my opinion, I would have easily ranked it two stars. However, the group, I mentioned above have easily stopped the hotel being rated, 2 stars.
Now for the bad news, one night over Labor Day weekend, I returned to my room around midnight and found that it had not been cleaned. I called to the front desk and they sent security up to check the situation out. Also, at that time, there were some housekeepers cleaning empty rooms, with the radio blaring. But they could not clean the rooms of paying guests. Not good but still I chalked it up, however difficult, to, possibly, the hotel being open such a very short time.
I recently had another stay there and one day I got back to the room around 7PM and ,again, the room had not been cleaned. I was not happy. I reported it to the front desk and to their credit they did not try to make excuses. They immediately gave me a small credit and a coupon for breakfast. That certainly helped but a clean room would help more.
However, I have to say I wasnt that surprised the room wasnt cleaned as that morning there were employees walking around my floor as I waited for the elevator. They just seemed lost, bewildered and totally without supervision. I also noticed that some of them had different uniforms which makes me think what I later heard might be true. The story I heard is that, perhaps, some of the housekeeping is from a staffing agency and the hotel is trying to get rid of them. If that is true, I second the motion!!!! It was all very, very, very unprofessional and no where near the standards of Marriott.Clearly something is not right with this picture.
Amazingly, the poor housekeeping does not stop there. During my recent stay, I used the business center a few times. On the first day I noticed the waste basket in the business center was quite full. On my last day there the waste basket was overflowing onto the floor. Finally, I told the front desk about the problem. They immediately sent someone up to empty the trash which was finally cleaned up.Still it is incredible that no one from housekeeping noticed that problem for a few days. Unbelievable!
After my first stay the hotel was easily a 5 star rating. Now after the repeated housekeeping lapses but still with the group of fabulous dedicated employees it now is ranked 3 stars. I look at the glass as being half full instead of half empty. That is to say that instead of the hotel being in a decline I see it all as a work in progress. I think much, much more progress can be achieved by immediately getting rid of the agency that supplies the housekeeping dept. if in fact that is the case. However, I feel sure that s the source of the decline in housekeeping standards. If immediate attention is paid to this problem the hotel will be back to humming and strumming with 5 stars and without equal in a very large part of Illinois and the Midwest.
- Official Description (provided by the hotel):
- Discover the historical elegance of the most premier hotel in Peoria, Illinois. The Peoria Marriott Pere Marquette Hotel invites guests to experience the $70M renovation which has retained the essence that made this hotel in Peoria a favorite choice among celebrities. The hotel features 15,500 sq. ft. of new commercial space on the ground level and coming in 2014, will be connected to the Peoria Civic Center via skywalk. In the hotel lobby, an inviting great room greets guests and leads to Table 19, an upscale restaurant and bar where delicious entrees, drinks and lively conversation are the order of the day. In each of the brand new 286 rooms, guests will relax on comfortable linens, custom duvets, and plush mattress toppers. Wireless high-speed Internet access and new HDTVs balance the historical ambience and elegant décor. With modern amenities and simple luxuries, it’s our mission to make every business trip a pleasure and every vacation the trip of a lifetime. ... more less
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